How do I know if my sensor is offline?

To check your sensor status, please visit the "Sensor Status" tab in the Application. You can find more information about how to navigate and use the sensor status page at this help desk article.

How to troubleshoot an offline sensor:

The first step is to determine whether the Density sensors lost either power or internet connectivity.

To check for power:

  • If the sensors are getting power, there will be a white LED light illuminated on the front of the sensor. (If this light is on, move to the "To check for internet connectivity" section.)
  • If the light is on but is a color other than white, refer to this reference guide on LED light statuses.
  • If the white light isn't illuminated, it means your sensor is not getting power. Read below to troubleshoot power issues.

To troubleshoot power issues:

  • Check the ethernet connections to the sensor and the power source to make sure they're fully plugged in.
  • Confirm you're using a Cat5e or later ethernet cable and that your power source meets our 30W/sensor requirements. Additional details can be found in our Power and Networking Guide.
  • If possible, plug the ethernet cord into an alternative power source that you know is working to rule out a port or injector issue.
  • If possible, use a cable tester to confirm the cable is working as expected. If you have another working PoE device available, you can also plug that into the same cable to see whether the device can draw sufficient power.
  • If you're not able to power the sensor after following the instructions above, please reach out to support@density.io.

To check for internet connectivity when using Wifi:

  • Confirm with your IT team that your network meets the requirements outlined in our Power and Networking Guide.
  • Download Density's Unit Setup App (a direct link to the App Store or Google Play store is available here: mobile.density.io)
  • Log into the Unit Setup App using the same credentials you'd use for the Web application.
  • Get in close physical proximity to the sensor and ensure Bluetooth is enabled on your mobile device so the app can connect to the sensor.
  • Create a network template with your Wifi credentials and Reapply the Wifi network template to the sensor by running through the "Setup this Unit" workflow and apply the network template (more information in our Unit Setup guide here)
  • If the unit doesn't come online by resetting the network, go to the home screen, select the sensor you're troubleshooting, and select "Validate."
  • The Validate screen will share a series of checks with instructions on where the sensor is failing to connect to the internet.
  • If you're still unable to connect your sensor after following the instructions in the Validate screen, go back to the sensor options and select "Network Details" and select "Gather Network Info" and follow-up with support@density.io.

To check for internet connectivity when using Ethernet:

  • Confirm with your IT team that your network meets the requirements outlined in our Power and Networking Guide.
  • Confirm you're using a Cat5e or later ethernet cable.
  • Download Density's Unit Setup App (a direct link to the App Store or Google Play store can be found here: mobile.density.io)
  • Log into the Unit Setup App using the same credentials you'd use for the Web application.
  • Get in close physical proximity to the sensor and ensure Bluetooth is enabled on your mobile device so the app can connect to the sensor.
  • Go to the home screen, select the sensor you're troubleshooting, and select "Validate."
  • The Validate screen will share a series of checks with instructions on where the sensor is failing to connect to the internet. If your sensor fails any of these checks, follow the listed instructions.
  • If you're still unable to connect your sensor after following the instructions above, go back to the sensor options and select "Network Details" and select "Gather Network Info" and follow-up with support@density.io.

To check for internet connectivity when using Cradlepoints or LTE technology: (Coming Soon)

Did this answer your question?