Sensor Pucks go offline for two reasons:
- Loss of power
- Loss of RF (radio frequency) signal to a Bridge or Gateway Puck
Sensor Puck Troubleshooting
- Is the Sensor Puck responsive to pushes and rotations? If not, see Unresponsive Puck.
- 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 for purchase.
- Power cycle the Puck. Remove the batteries or USB cord for a few seconds and replace the batteries or plug it back in. After 60 seconds, the Puck will reboot and come back online.
If you can't get the Puck to be responsive, contact our Support team.
Troubleshooting RF Signal Strength
Use the Home Statistics tool to check the Sensor Puck's RF signal strength to a Bridge or Gateway Puck. If the signal is low try relocating the Bridge or Gateway Puck more centrally or closer to the offline Sensor Puck.
You can also try the following to increase signal range:
- Convert this Sensor Puck to a Gateway Puck
- Convert the nearest Sensor Puck to a Gateway Puck or add a Bridge to increase the RF range
Keep in mind that large metal objects or other devices that communicate on a similar frequency can interfere with the RFi signal to the Sensor Puck.
Also, note that moving a Gateway Puck or Bridge can affect the RF signal to other Smart Vents and Sensor Pucks.