Service Alerts
Why Are Service Alerts Triggered?
A service alert is triggered if:
If a device is unable to send data to the cloud, data will be stored on sensors. When connectivity is restored, historical data will be sent.
Sensor+ devices and sealed sensors can store data for up to 3.5 and 5 days respectively. 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.
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 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 the battery has been replaced) until the alert is cleared.
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.
Image 3: A service alert
We recommend that you do not clear a service alert unless the device has stopped alerting.
What Should I Do If I Receive a Service Alert?
Sensor Offline
If you receive an alert indicating that a sensor is offline, the sensor is not sending data to the Hub (or Repeater if applicable).
This could be due to a number of reasons, for example, items may be blocking the signal from the sensor to the Hub/Repeater, or the sensor, Hub, or Repeater may have been accidentally moved.
Press a magnetic tag (see image 4) on the bottom left corner of sensor for 3 seconds to activate LEDs which will help you diagnose the issue. See Sensor LEDs for instructions on how to interpret the LEDs.
Image 4: A magnetic tag
The Checkit tag is a magnet which could interfere with heart pacemakers and implantable cardioverter-defibrillators (ICDs).
After you resolve the issue, it may take up to 15 minutes for the sensor to send data to the Control Centre and the alert status to update to stopped alerting.
If you receive frequent sensor offline alerts, please contact us.
Hub Offline
If you receive an alert indicating that a Hub is offline, the Hub is not sending data to the Cloud.
This could be due to a number of reasons, for example, the Hub may have been accidentally unplugged and powered off, it may have lost connection to the internet, or you firewall settings may have changed..
Look at the LEDs on the Hub which will help you diagnose the issue. See Hub LEDs for instructions on how to interpret the LEDs.
Repeater Offline
If you receive an alert indicating that a Repeater is offline, the Repeater is not sending data to the Hub.
This could be due to a number of reasons, for example, the Repeater may have been accidentally unplugged and powered off, items may be blocking the signal from the Repeater to the Hub, or the Repeater or Hub may have been accidentally moved.
Press a magnetic tag (see image 4) on the bottom left corner of the Repeater for 3 seconds to activate LEDs which will help you diagnose the issue. See Repeater LEDs for instructions on how to interpret the LEDs.
The Checkit tag is a magnet which could interfere with heart pacemakers and implantable cardioverter-defibrillators (ICDs).
After you resolve the issue, it may take up to 15 minutes for the Repeater to send data to the Control Centre and the alert status to update to stopped alerting.
If you have frequent Repeater offline alerts, please contact us.
Low Battery
How you respond to a low battery alert will depend on the type of device it is. If it is:
a sealed sensor, contact us for a replacement device (see Replace a Sealed Sensorfor instructions)
a Sensor+ device, replace the battery (see Replace a Sensor+ Battery for instructions)
a Repeater, reconnect the device to the main power supply
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.