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jnthomas1941's profile

Tuesday, January 4th, 2022 10:20 PM

Device Offline

I have a motion sensor that shows "offline" on the mobile app as well as the website.  When I use "Test Mode"  there are no issues.  Any ideas on how to fix this?

Official Solution

Community Admin


5.6K Messages

3 years ago

The expected battery life for sensors is 3-5 years, but that's within an ideal environment. In a colder area, for example, lithium batteries in general might have a slightly shorter run.

@jnthomas1941 , you did mention that the sensor was still working in Test Mode. If the battery was running very low, it might result in a decreased range (since it would have less power available). But it could also be interference. That is, something is getting in the way of the signal, but it doesn't happen all the time.

Interference can be caused by dense physical objects (brick walls, stone floors, metal appliances) that are literally in the way between the sensor and your Base Station; or it could be caused by another wireless signal competing for the same airspace. Or any combination of the above. Clearly the signal is able to make it through some of the time, but we want to make sure that the signal can make it through all of the time, so we'll need to think about what sources of interference we can mitigate.

Accepted Solution

3 Messages

3 years ago

The problem was solved by removing and adding back the device

136 Messages

3 years ago

I would start by taking the battery out and putting it back in after a few minutes...

3 Messages

3 years ago

I replaced the battery since it hadn't been replaced for 2 years

2.8K Messages

3 years ago

Yep, definitely either re-seat or replace the battery.  Technically, they should last 2-3 years (depending on use - for SS3).  Sometimes, a sensor can also just go bad out of the blue, in which, hopefully within the 3-year guarantee, SS will replace it for you.

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