What if My Door Sensors Aren't Connecting
Troubleshoot door sensors that fail to pair or report to the gateway.
Door sensors check in through the gateway every few minutes. A room shows Disconnected on the trip’s Overview tab when its sensor hasn’t checked in for roughly 15 minutes — this guide walks through the usual causes.
How to Spot a Disconnected Sensor
On the Overview tab, a healthy room shows Door open or Door closed with a recent Last ping time. A disconnected room shows Disconnected with Last seen and how long ago, and its battery and signal indicators show a dash. You can filter the room list to Disconnected to find problem rooms quickly.
Work Through These Checks
Check the gateway first. Sensors report through the gateway, so if the gateway shows Disconnected, every sensor will go stale together. See How to Tell if My Gateway Is Connected.
Give it a few minutes. Sensors check in periodically. After powering the gateway on or fixing another issue, allow several minutes before expecting rooms to come back online.
Check the distance to the gateway. A sensor that’s too far from the gateway may drop off. Move the gateway to a more central spot on the floor, or add a second gateway for rooms it can’t reach — spread-out layouts and multiple floors usually need one gateway each.
Confirm the right sensor is assigned to the room. On the trip’s Devices tab, compare each room’s Assigned: SN: value to the serial number printed on the sensor mounted on that door. A swapped pair looks like one “dead” room and one misreporting room.
Check the frequency versions match. A US915 sensor can only talk to a US915 gateway, and an EU868 sensor to an EU868 gateway. Mixed-frequency hardware will never connect — see Where Is My Hardware Usable?
If a sensor stays disconnected after these checks, contact support with the sensor’s serial number and the trip name. A depleted battery can also take a sensor offline; support can confirm the sensor’s last reported battery level.
Do a quick open-and-close test on each door when you install the sensors, well before the curfew window starts. It’s much easier to reposition a gateway at 7 p.m. than at midnight.