The information in this article applies to 1st-generation Flair Pucks only.
1st-generation Sensor Pucks go offline for two reasons:
- Loss of power
- Loss of a quality RF (radio frequency) connection with a Bridge or Gateway Puck
Sensor Puck Troubleshooting
- First, let's ensure the Puck is powered properly.
- If the Puck is plugged into power, are you using the supplied USB cord and power adapter? These are necessary. If these are no longer available, contact our Support team to purchase.
- If this Puck is running on batteries, please check Home Stats and ensure the voltage readings for the Puck are 2.8V or greater. If the voltage readings are below 2.8V, let's replace the current batteries with two new AAA batteries.
- Second, let's establish that the Sensor Puck is responsive to pushes and rotations. If the Puck does not respond to pushes and rotations, see the following article:
- Next, let's power cycle the Puck. Please remove the batteries or USB cord for sixty seconds and then replace. After a few seconds the Puck will be fully rebooted and may come back online.
- If the Puck does not come online let's check the signal strength readings to the Puck in the Flair Home Statistics tool. If you look at the graph over the past week and see it dipping below -85 that is an indication that it does not receive a consistent, quality signal from the Flair Bridge(s) or Gateway Puck(s) in your home.
- To increase the signal strength readings for this Sensor Puck you have several options.
- Option 1: try relocating a Bridge or Gateway Puck closer to the offline Sensor Puck. Note: you should check RSSI readings for your devices after 24 hours to ensure this hasn't negatively impacted any other devices.
- Option 2: Convert this Sensor Puck to a Gateway Puck. This will allow it to connect directly to the home WiFi and often results in a more stable connection.
- Option 3: Convert a nearby Sensor Puck to a Gateway Puck. This will allow the Sensor Puck to pair to this new, likely closer Gateway Puck.
- Option 4: Add a Flair Bridge or Gateway Puck to this home to increase the RF range and the signal quality to devices throughout your Flair home.
As you work to better the signal strength between your Flair devices please keep in mind that large metal objects or other devices that communicate on a similar radio frequency can interfere with the RF signal quality.
Related: How to get a Gateway Puck Online