How sensor data is transmitted to the cloud
A device transmits its data to the Hub, which then forwards the data to the cloud. If sensor data is missing from the dashboard, it could indicate an issue with either the device-to-Hub connection or the Hub-to-cloud connection.
To resolve this, start by ensuring that the Hub is functioning correctly. For detailed troubleshooting steps on verifying the Hub's operation, please read this article to troubleshoot the Space Hub.
Once you have confirmed that the Hub is working properly, proceed with the following steps.
Troubleshooting Guide
Verify the device
Check the serial number displayed on the dashboard and compare it with the serial number on your device. Ensure they match to confirm you are working with the correct device.
Device Type Troubleshooting Guide
This guide helps you determine if your Airthings sensor device is functioning correctly by testing its basic response to user interaction. Follow the steps based on your device type:
1. Space Plus
Action: Wave your hand in front of the device.
Expected Response: The glowing ring on the device should light up (note that the color may vary).
2. Space Pro/CO2
Action: Wave your hand in front of the device.
Expected Response: The screen on the device should change.
3. Space CO2 Mini/Space Nano
Action: Press the Airthings logo on the device.
Expected Response: The glowing light on the device should light up (note that the color may vary).
No Reaction?
Solution: Replace the device's batteries with new ones and test the device again. We recommend using new 1.5V lithium batteries
Exception!
For the Space Nano, do not remove the batteries. For detailed instructions on troubleshooting the Space Nano, please refer to the article Space Nano: Onboarding and Connection.
Reaction:
If the device responds as expected, it indicates that it is functioning properly.
Check and Improve Connection with the Space Hub
Check the Connection Strength:
Action: Open the dashboard and find the connection strength indicator, which shows the signal strength between your device and the Hub in dBm.
For an overview of all your devices' connection strengths, navigate to the Status page under your building.
Keep in mind that the displayed signal strength reflects the last known value when the device was last connected to the Hub, so it may not represent the current value.
Evaluate:
Good Connection: A reading between 0 and -85 dBm indicates that your device is within the optimal range.
Weak Connection: A reading below -85 dBm suggests a weak connection, which could lead to data gaps.
Improve the Connection:
Move the Device: Position your device closer to the Hub to enhance signal strength.
Reset the Device: Remove the batteries from the device, then reinsert them.
Reconnect: Allow a few minutes for the device to reconnect with the Hub.
Exception!
For the Space Nano, do not remove the batteries. For detailed instructions on troubleshooting the Space Nano, please refer to the article Space Nano: Onboarding and Connection.
Troubleshoot your device with the Business App
Business devices typically come with a preset region, but sometimes the device may be configured for a different region or lose its region settings. When this happens, the device may fail to connect to one of your Hubs. In the app you can troubleshoot the device and reset the region:
Navigate to the Device in the App
Open the app and go to the Building where the device is located.
Select the Space where the device is installed.
Tap Info and Settings, then choose Troubleshooting.
Connect with the Device
Your phone will connect to the device via Bluetooth, so ensure you are physically close to it.
Check the Device Settings
Once connected, the app will display the Region and Firmware of the device.
If either setting is incorrect, a red exclamation mark (!) will appear. You will also see an option under Possible Actions to fix the issue.
If both settings are correct, a green checkmark (✓) will appear for the region and firmware.
Fix the Issue
Select the troubleshooting action to resolve the issue.
Your phone will reconfigure the device and reconnect to it.
After the process is complete, the app will show the updated Region and Firmware, which should now be correct.
Reinsert the batteries
To speed up the connection with the Hub, take out the batteries and plug them in again.
Example: Fixing a Device with the Wrong Region
To help you better understand the troubleshooting process, we've included a GIF example below. In this example, the device had an incorrect Region setting.
Need Further Assistance?
If the issue persists after trying these steps, please reach out to our Business Support team for additional help.