Resolve New Sensor Not Coming Online

Troubleshooting steps when a brand new sensor does not come online

When you receive new Conserv Smart Collection Sensors (SCSs), you might occasionally encounter issues with them not coming online. This article guides you through steps to resolve these issues and get your new sensors connected to your monitoring system.

Table of Contents

Check Dashboard

When your order gets shipped, we get a list of the serial numbers for all the equipment that got sent to you. We use this serial number to add the devices to your dashboard. Sometimes, users delete the sensors we added by mistake. Check that your sensor has not been accidentally deleted.

Sign in to Conserv Cloud.
Select the Sensors tab in the left navigation menu.
Select Inactive Sensor Status. You will see all your deleted sensor cards.
Find the card with the serial number for the sensor that is not coming online.
Select RESTORE SENSOR to bring it back to the Active state.
Select Active Sensor Status to see all Active sensors again.
Find your sensor card and wait up to 15 minutes for it to send a reading and update.

If the sensor is still not on your dashboard, we may not have been able to add the sensor to your dashboard. Open a support ticket and give us the serial number that is missing. For more details, see Resolve Missing Sensors in Dashboard.

Check Gateway Connection

Before troubleshooting the sensor, confirm that your gateway is properly connected and online.

Sign in to Conserv Cloud.
Select the Sensors tab in the left navigation menu.
Scroll to the Gateways section at the bottom of the page.
Verify that your gateway shows "Connected" status.

If your gateway is not connected, see Resolve an Offline Gateway Issue.

Ensure Proper Activation Process

The activation process for a new sensor requires specific steps to be successful.

Place the sensor within close proximity to a connected gateway.
Pull the plastic tab completely out in one motion.
Wait a few seconds for the blue light on the back of the sensor to flash, indicating the sensor is attempting to connect.
For SCS-3 sensors, you should see an LED light on the back of the sensor:
- Blue light: The sensor is connecting to the network.
- Green light: The sensor is successfully connected.
- Yellow/orange light: The sensor is initializing or in cooldown mode.
- Red light: The sensor has been restricted due to too many connection attempts.

The sensor may take up to 24 hours to connect if it has been restricted by the network. If you see a red light, the sensor may need to be reset. If you did not reset, the sensor may come online on its own after a few hours.

Do not open a support ticket unless the reset does not work or if you did not reset and 24 hours have not passed.

If you see no lights at all, check the battery installation.

Verify Battery Installation

New sensors come with batteries pre-installed with a plastic tab that prevents battery connection until activation.

Examine the sensor and locate the plastic tab extending from the battery compartment.
Make sure the tab is fully removed, not just partially pulled out.
If you've already removed the tab and the sensor isn't coming online even with a confirmed connected gateway, check that the batteries are properly oriented and making full contact with the pins.
- For SCS-1 models: Both batteries should face the same direction.
- For SCS-3 models: The batteries should face opposite directions.

If you need to open the sensor to check battery orientation and contact, see Change Device Batteries.

Move Closer to Gateway

Signal strength plays a crucial role in the initial connection process.

For the initial setup, place the sensor within 10-15 feet of the gateway.
Make sure there are minimal obstructions between the sensor and gateway.
After successful connection, you can move the sensor to its intended location.

Update Sensor Firmware

If your sensor is showing lights but still not connecting properly, the firmware may need to be updated.

Ensure the sensor is showing at least some activity lights, which indicates it has power.
See this article for detailed instructions: Verify and Update Firmware Versions

Reset the Sensor

If the sensor still does not come online, perform a reset.

Soft Reset

Turn the sensor over and locate the reset button.
Use a paperclip or similar tool to press the button through the small hole marked "RESET." You should feel the button click when pressed.
Hold for 1-2 seconds until you see a light flash.
Wait 15-30 minutes for the sensor to connect. Look at the LED light colors for status indication.

Hard Reset

If a soft reset doesn't work, try a hard reset:

Use a Philips 1 screwdriver to open the back of the sensor. Be careful not to strip the screws.
Remove both batteries for a few seconds.
Reinsert the batteries in the correct orientation.
Replace the back cover and wait for the sensor to connect.

For detailed instructions, see Reset a Sensor.

Support

If you have tried all of these steps and your sensor still does not come online, contact the Support Team for assistance. When submitting a support ticket, include the following information:

The sensor's serial number. See this article with pictures to help you find those.
Description of any lights you observed during your troubleshooting attempts.
Steps you have already tried to resolve the issue.
The gateway's connection status and signal strength.

This information will help the Support Team diagnose and resolve your issue more quickly.