My sensors are offline, what do I do?
If a sensor or transmitter is showing as offline in Live, this guide will help you identify the most common causes and check a few things before contacting support.
Step 1: Check Whether Multiple Devices Are Affected
First, check whether the issue is affecting one device or many:
- If multiple devices across a site are offline at the same time, the issue is likely with the gateway (the box that connects devices to the internet) rather than the individual sensors. Skip to Step 3.
- If only one device is offline, continue to Step 2.
Step 2: Check the Battery
Low battery is one of the most common reasons a device goes offline. In Live, you can check the last reported battery level in the device diagnostics.
- If the battery is below 3.5V or shown as low — the battery needs replacing.
- Refer to the battery replacement guide for your device type, or contact support for assistance.
A device that has recently come back online after a battery change may take up to 30 minutes to reappear in Live. This is normal.
Step 3: Check the Signal Strength
Poor wireless signal can cause a device to go offline or only connect intermittently. You can check the last signal readings in device diagnostics.
What to look for
| Signal Reading | What It Means |
|---|---|
| RSSI above -100 dBm | Signal is acceptable |
| RSSI below -100 dBm | Signal is too weak — device may need repositioning |
| SNR Margin above 6 dB | Good signal quality |
| SNR Margin below 3 dB or negative | Signal quality is poor — may cause dropped connections |
If the signal is poor, try moving the device to a location with a clearer line of sight, away from large metal objects, thick walls, or electrical equipment.
Step 4: Check for Site Changes
Devices can go offline after changes are made on site. Common causes include:
- A power outage or interruption at the site.
- Meter or equipment being changed — the sensor may have been disconnected in the process.
- Physical damage to the device or its cable.
- The device or gateway being moved to a location with worse signal.
If maintenance work has recently been carried out at your site, check that all sensor cables are still connected and that the device has not been physically moved or damaged.
Step 5: Check the Gateway
The gateway is the device that connects your sensors to the internet. If it goes offline, all sensors connected through it will also appear offline.
- Check that the gateway has power — the power light should be on.
- Check that the gateway's signal light is active. Refer to the gateway LED guide for your model if you are unsure what the lights mean.
- If the gateway appears to have no power, check the power supply and any fuses.
If the gateway has lights on but devices are still offline, or if you are unsure, please contact support - gateway issues can have a number of causes that require remote investigation.