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slothman1global's profile

Monday, February 13th, 2023 4:56 AM

Entry Sensor not responding

After the last software update, I have one entry sensor that is not responding...I have replace the battery, no help...I also swapped positions with another sensor...still faults the original sensor

Accepted Solution

Community Admin

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5.5K Messages

1 year ago

Hi @slothman1global ,

If you open and close that door or window, does the sensor still light up? If it does, then it's probably not a power or battery issue.

But that leaves communication issues. You don't mention that any other sensors are having trouble, and indeed you've already tried moving the problem sensor to a different location already. Have you already tried removing that sensor from your system, and reinstalling?

If that doesn't work, then yes, the next step is a replacement of that sensor under warranty. Our Support team can help.

2 Messages

@davey_d​ thanks....rem from system and reinstalling fixed it...i ordered another to have one on hand...the system is going on 5v years old...

Captain

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5.9K Messages

1 year ago

@slothman1global  they can and do go bad. Call SS to troubleshoot.

27 Messages

1 year ago

Sensors showing as offline started just after update 2.12. Prior to that I never had an issue.  now sensors along the back of my home and within 15 feet of each other stop responding regularly.  If I manually open and close the window cycling the sensor it immediately reports as online.  I purchased new entry sensors with fresh batteries and the problem persists.

At first, I thought it was a battery issue since the system had been running for 3 years without any issues. I installed new batteries and the problem remained.  Now having the issue with new sensors I can only suspect the update changed something impacting entry sensors.  I have no issues with any other type of device or sensor.

Please look into this.

Captain

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5.9K Messages

@crownmountain​ I just installed an update, base okay and 1 key pad but then said I had no WIFI, which was wrong as it showed connected. Entered into the keypad, said it connected anyway and said to move onto the next keypad, but again, said, couldn't check for updates at this time.??

A bit buggy, will try again later. As of now, all sensors showing connected.

Update: no updates available, appears all aok.

(edited)

Community Admin

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242 Messages

Thanks for sharing the details. You mentioned that this is happening with new sensors that you've added to the system. How far away are these from the Base Station? If you move the sensors closer to the Base Station (temporarily) does the issue go away? It is possible there may be something generating interference within your home, such as a new Wi-Fi enabled device like a TV, printer, etc. But we certainly want to look into this further with you to make sure that we can get this resolved.

27 Messages

To be clear the new and old sensors in the same location drop off and comeback.  As part of trouble shooting I will move the base station and report back in a couple days.  

27 Messages

While relocating my base station I checked a sensor that repeatedly stopped responding.  It has a new battery.  I had to move it away from the magnet like 3 times and then it began to function. It is like it goes to sleep.

27 Messages

@alexandria_c​  Moving the base station has not helped.    Moving the base station toward the failing sensors did not change the symptoms sensors that are now farther away have stopped responding.  This is a system that worked for nearly 5 years in 2 different homes quite well and is now having a sensor stop responding every day.  This is software or my base station is acting up.  I am moving the base to where it was.

Please advise on next steps.

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