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Service Alerts

Why Are Service Alerts Triggered?

A service alert is triggered if:

  • A sensor, hub, or repeater cannot send data to the cloud

  • A sensor or repeater has low battery 

If a sensor cannot send data to the cloud, data will be stored on the sensor. When connectivity is restored, the backlog of data will be sent from the sensor to the Control Centre. Cold Sensors and Hot Sensors can store data for up to 5 days. Sensor+ devices can store data for up to 3.5 days. After this point, data will be overwritten. We strongly recommend that you respond to service alerts as soon as possible to avoid data loss.

A service alert will not be triggered immediately if a device cannot send data to the cloud.

  • The hub will trigger an alert if it cannot send data for more than 1 hour.

  • Sensors and repeaters will trigger an alert if they cannot send data for more than the time configured. See image 1.


Sensor alert delay.png
Image 1: A sensor configured to trigger an alert if it cannot send data for more than 60 minutes


Who Receives Service Alerts?

The following people will receive a service alert:

  • Administrators at the location that the sensor is assigned to

  • Safety Managers at the location that the sensor is assigned to

They will receive an email from alert@checkit.net.

They can also see the alert on the Alert Status tile in the Control Centre. See image 2.

The alert will remain in the Control Centre (even after the device resumes sending data/the battery has been replaced) until the alert is cleared.


Alert Status Service Alert.png
Image 2: Alert Status tile


See View, Acknowledge, & Clear Alerts for instructions on how to manage alerts.

What Information Is Displayed in a Service Alert?

Service alerts display:

  • The cause of the alert:

    • Device offline (unable to send data to the cloud)

    • Low battery

  • Any devices connected to the hub (if applicable)

  • Alert status:

    • Currently alerting (still unable to send data to the cloud/battery still not replaced)

    • Stopped alerting (resumed sending data/ battery replaced)

See image 3.


Service Alert.PNG
Image 3: A service alert


How to Resolve a Service Alert

After you resolve the issue, it may take up to 15 minutes for the device to send data to the Control Centre and the alert status to update to stopped alerting.

If you receive frequent service alerts indicating that a device is often offline, please contact us.

Cause

Description

How to Resolve the Issue

Sensor Offline

The sensor is not sending data to the hub.

  • Items may be blocking the signal from the sensor to the hub (or repeater if applicable).

  • The sensor, hub, or repeater may have been accidentally moved.

See Sensor Troubleshooting.

Hub Offline

The hub is not sending data to the Cloud.

  • The hub may have been accidentally unplugged and powered off.

  • The hub may have lost connection to the Internet.

  • Your firewall settings may have changed.

See Hub Troubleshooting.

Repeater Offline

The repeater is not sending data to the hub.

  • The repeater may have been accidentally unplugged and powered off.

  • Items may be blocking the signal from the repeater to the hub.

  • The repeater or hub may have been accidentally moved.

See Repeater Troubleshooting.

Low Battery

  • The sensor has low battery

  • The repeater has been disconnected from the mains power supply, is running on its backup battery and the battery is low

Sensor battery low

If the device is a:

Repeater battery low

  • Reconnect the repeater to the mains power supply.