Troubleshooting an Offline Sensor

An offline sensor is represented by a red dot in the XY Portal. 

Red dot in Blue or Green square Data is not being received

If a sensor is showing as offline, there are a few steps that can rule out common sources of errors. 

Communications Hub

First, we need to check the hub for any sources of error

• Make sure that the HUB is powered on
  • The Hub should have its power cord connected fully. The LED's should be lit on the hub circuit board (each out port has an LED, as well as some LEDs on the left side of the board).

• Verify that the router is powered on
  • LEDs for the router are on the side with the cables:
  • If the router lacks any lights, check the power cables for the router. This is the three cords wrapped together going into the back of the router. 

• Reboot the HUB
  • Rebooting the HUB can fix some issues

Area Sensor

Once issues with the HUB have been ruled out, we can now proceed to investigate the sensor.

• Examine the LEDs on the sensor
  • Each ethernet port should be lit up and blinking to show that it is receiving power and data.

• Unplug and replug the cables
  • Unplug the sensor that is currently showing as offline, as well as any cables that are upstream of the sensor in the chain.
• Retest the cables
  • If an unplug and replug didn't work, then retesting the ethernet cables will rule out a cabling issue.
  • Verify that the total length of the chain is not over 150 meters
• Try swapping the sensor
  • If none of the above works, replacing the sensor will help determine if it was an issue with the sensor's hardware. If an alternative sensor works, then the previous sensor is faulty. Please mark as faulty and return to XY Sense. 
• Check if the sensor's lens cap is still on
  • A sensor will still show as online if the sensor's lens cap is still on, although the lens cap will stop sightings coming through.

Entry Sensor

If the entry sensor is not connecting in the app, there are a couple of step to go through in which the problem may become evident.

1. Verify that the sensor is receiving power. This is most obvious by the indicator LED that is on the front of the sensor. It is worth noting that white front cover will only allow the LED to shine through in one orientation, so best to remove the cover to check the LED if it is not clearly showing
2. Once the sensor is known to be receiving power, it is best to make sure that the port is open and set-up correctly. Once easy way to do this is to get a sensor that has already connected, and connect it to that port. The openings required are listed below:
   1.  

      Application	Transport/Internet	Port	Endpoint	Purpose
      NTP	UDP	123	time1.google.com	Time server
      HTTPS	TCP	443	xovis.cloud	Remote Device Mgmt
      HTTPS	TCP	443	in.app.xysense.io/xovis/v5/events	Endpoint for data push to XY Sense Server

XY Sense App

Once issues with the Sensor have been investigated, there are a few issues within the XY app that can cause some trouble.

1. Verify that the correct sensor ID has been entered into the App
2. Check the scale of the floor plan in the app
   1. Using the measure mode button at the top of the app, click between two points on the floor plan to see if the scale in the app aligns with reality. Video tutorial found here