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Why is my Entry sensor offline?

Emily Tallon
  • Updated

To check the status of your sensors

To bring your sensor back online, you will first need to look at the color of the LED light on the front of the sensor to determine the reason for the error.

 

If you do not know the location of the sensor that is offline

1) Log in to your dashboard at dashboard.density.io

2) In the top right corner, click Admin > Sensor Status

Note: You must have owner or admin level account permissions to see this page

3) Look for the sensor with the status OFFLINE. To the right, you will see the doorway and space location.

4) Go to the sensor and check the LED color on the front.

 

Troubleshooting by LED status

No light - not receiving power

  • 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.
  • Is the source of power active? (i.e. Is the PoE injector fully plugged into an outlet? Are the switch and port powered?)
  • 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.

Solid White, but not counting - Not provisioned

  • Provisioned sensors show four red laser lights on the sensor's black screen. If you have a white LED but no red laser lights, your sensor is getting enough power but has not completed the provisioning process.

Flashing Orange - Low Power Mode

  • Is the sensor able to draw 30W power consistently?
  • If you are using a switch, check that it is not overloaded.
  • Is your cable a Cat 5e or later ethernet cable?
  • Is the cable still plugged in at both ends?
  • Check the cable is working properly by plugging in another device or trying a different cable.
  • Check the port is still working by plugging the sensor in at another location with the same cable.

Solid Purple - Cannot connect to Density server

  • For statically provisioned networks: Check the following ntp urls are whitelisted in your firewall. NTP requires port 123 to be open.
    • 0.pool.ntp.org
    • 1.pool.ntp.org
    • 2.pool.ntp.org.

 

If the sensor does not come online after completing the above steps:

  • Use the Density Set Up app to run validation and check network details. Send the information to support@density.io for additional help.

Blinking Purple - Server cannot connect to DNS

  • Verify DNS is available on VLAN
  • Ensure the following addresses have been whitelisted:
    • *.density.io
    • *.s3.amazonaws.com
    • *.pool.ntp.org (if applicable)
    • connman.net
    • connectivitycheck.gstatic.com
    • 8.8.8.8 (if applicable)
    • 8.8.4.4 (if applicable)
  • Check the device MAC address is whitelisted. To find the MAC address, go to Admin > Sensor Status from your dashboard, and scroll to the right for the appropriate line. You can download the full list of your sensors and details by clicking the download icon on the right next to Filter Sensors.

If the sensor does not come online after completing the above steps:

  • Use the Density Set Up app to run validation and check network details. Send the information to support@density.io for additional help.

Solid Red - No Internet Connection

  • Check that your internet is working properly. Connect another device to the network to see if it can reach the internet.
  • Do you need to whitelist the MAC address for the device? (you can find the MAC address on the Sensor Status page in the application)
  • For more steps, see Troubleshooting internet issues for offline sensors
  • After you have confirmed you have internet access, use the Density Set Up app to select your offline sensor, and click Network Disconnect. Create and apply a new network template. For help with the network template, see the Unit Setup Guide.
  • Please note: We always recommend using DHCP to set up your network.

Flashing Red - No Dongle

  • On the back of your device, you will see a small black USB dongle. Make sure it is securely plugged in. If it is plugged in and still flashing red, or if the dongle is missing, contact support@density.io.

 

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