You've either been notified that your sensor is disconnected, or you've noticed that your dashboard is not updating. If you've noticed your dashboard is not updating, please begin with our troubleshooting tips for your hub here.
If you've been alerted your sensor is disconnected, please continue with the following steps.
What is the sensor?
The sensor is what counts people coming in and out of your store. It uses a thermal sensor to track an area in the shape of a cone in your doorway and is able to tell the difference between someone walking in vs. walking out. Every hour it uses the cellular network the hub provides to update your dashboard.
In order to operate properly, the sensor must have viable batteries and be installed properly. Please follow the steps below to get your sensor back up and running.
Ensure the hub is within 30 feet of the sensor
Every hour, the sensor attempts to upload your foot traffic data to your dashboard, which is does through the secure cellular connection the hub provides. If the sensor cannot find the hub, it cannot establish a connection and update your data.
Pleas ensure the hub is within 30 feet of your sensor and is operating properly. For information on making sure the hub is operating properly, see our guide to hub troubleshooting.
Once the hub is within 30 feet of the sensor, please press the red button on the back of the sensor to force the sensor to check in with the hub. You can see the red button in the battery compartment picture below.
Please allow 5 minutes for the sensor to check-in.
Once the sensor makes a connection, you should see any stored data populate on your dashboard.
If you don't see data populate your dashboard within 5 minutes, please follow the next steps.
Ensure the sensor is installed correctly on the door
In order for the sensor to record accurate data and update your dashboard normally, it must be installed correctly. The sensor must be placed on the edge of the door with the sensor facing towards the opening, either on the side (5ft up the door) or top of the door, depending on the instructions the activation panel provided you upon initial installation based on your door type.
Please review the installation video below to ensure your sensor is installed correctly.
Ensure the batteries are installed correctly
In order for the sensor to function properly, the batteries must be installed properly. On the back of the door sensor, the battery compartment is marked with "+" and "-" indicators, demonstrating how the batteries should be aligned. Please ensure the batteries are compliant with the indicators.
Once the batteries are installed correctly and your sensor is mounted properly on the door, your sensor will begin checking in normally.
If you still are having trouble, please feel free to reach out to customer support. We're happy to help!