Troubleshooting internet issues for offline Open Area sensors

How to troubleshoot a sensor that is no longer connected due to loss of internet connectivity, with a red or purple LED light.

How do I know if my sensor is offline?

To check your sensor status, please visit the Sensor Status tab in your Dashboard. You can find more information about navigating and using the sensor status page in the help desk article How to check sensor status.

How to troubleshoot an offline sensor:

The first step is to determine why the sensor is offline by looking at the LED light on the front of the sensor. For more information, see Why is my sensor offline?

This article will address purple and red LED lights.

To troubleshoot internet connectivity for switch installs

• Does the device have power? (If there is no LED light on the front, or it is flashing orange, see Why is my sensor offline?)

• Is the ethernet cord fully plugged into the back of the device and to the switch?

• Is the switch port open or online? Confirm switch port is open and/or swap two sensors at the switch ports to confirm

• Are you able to use the Density Setup Application (available at mobile.density.io) to connect the sensor to a mobile hotspot?

If you’re not able to connect to a hotspot, please reach out to support@density.io.

If you're able to connect to a hotspot, it indicates a network configuration or cable issue. Read on for instructions on how to isolate the problem.

To troubleshoot internet connectivity when using Ethernet

• Are you able to connect other devices successfully to the switch and the specific port?

• Can you test the cable using a cable tester or by connecting another device successfully using the same cable? (The goal is to isolate an issue with a faulty or incorrectly terminated cable.)

• Has anything changed about your network configuration that could impact the connectivity of the device? (see setup.density.io > Network and Power requirements for more information)

• 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)

• Is your IT team able to ping the device IP address? (you can find the IP address on the Sensor Status page in the application)

• If your IT team configured the port to support the device, can you confirm the device is plugged into the correct port and on the correct VLAN? (where appropriate)

• Refer to the Why is my sensor offline? article on specific troubleshooting steps for the LED status.

To troubleshoot internet connectivity when using Wifi

• Has anything changed about your network configuration that could impact the connectivity of the device? (see setup.density.io > Network and Power requirements for more information)

• Check that your internet is working properly. Connect another device to the network to see if it can reach the internet.

• Refer to the Why is my sensor offline? article on specific troubleshooting steps for the LED status.

• Disconnect the sensor and apply a new network template (instructions below)

Resetting the network

• 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.

• Select the offline sensor from the list, and click Network Disconnect.

• Create a network template with your Wifi credentials and apply the Wifi network template to the sensor by running through the Setup this Unit workflow (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 validate screen instructions, go back to the sensor options and select Network Details and select Gather Network Info, and follow up with support@density.io.