Note: If Dor is not updating with new data, please start here with our troubleshooting steps for reconnecting your base station. If you continue experiencing difficulty, please return to this article to continue troubleshooting.
If you've been alerted via email or call that your sensor is disconnected, please continue with these steps.
Ensure the base station is within 30 feet of the sensor and functioning properly
Every hour, the sensor attempts to upload your foot traffic data to Dor via the secure cellular connection the base station provides. If the sensor cannot “find” the base station, it cannot establish a connection and update your data. The base station and the sensor must be at least within 30 feet of each other to establish a connection.
If your base station light isn’t green, check out our troubleshooting guide here to make sure it’s functioning properly.
Once the base station is within 30 feet of the sensor, pressing the red button on the back of the sensor will initiate a check-in with the base station. You can see the red button in the battery compartment picture further below.
Please allow five to ten minutes for the sensor to check in. Navigate to the Locations page in the Dor app to confirm that the sensor has checked in.
If the Locations page still indicates that the sensor has not checked in after 10 minutes, please follow the next steps.
Ensure the sensor is installed correctly on the door
In order for the sensor to record accurate data, it must be installed correctly. Generally, for single door entryways, the sensor should be placed on the side of the doorframe, about 5 feet up from the ground. Generally, for double doorframes, the sensor should be placed on the top in the middle of the doorframe.
Review our installation best practices guide here or watch the video below for more information.
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 sensor, the battery compartment is marked with "+" and "-" indicators, demonstrating how the batteries should be aligned. Please ensure the batteries’ orientation match 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 at firstname.lastname@example.org. We're happy to help!