Troubleshooting Amazon Monitron Device Issues - Amazon Monitron

Troubleshooting Amazon Monitron Device Issues

If you have problems with one of your Amazon Monitron devices, use these suggestions to troubleshoot the problem.

If none of these troubleshooting suggestions works, contact customer support.

Troubleshooting Issues with Amazon Monitron Sensors

As a completely self-contained unit, there aren't many things that are likely to go wrong with a sensor. However, some issues can still occur.

If you can't commission your sensors

When pairing a new sensor to one of your assets, you normally hold your smartphone close to the sensor to commission it. If you're not having any success, there could be multiple reasons for the issue. Consider the following possible solutions.

  • Are you holding your smartphone close to the sensor?

    Make sure that you hold your smartphone close to the sensor. Don't move your phone while the sensor being commissioned.

  • Does your smartphone have NFC activated?

    Some iOS devices require that NFC Tag Reader be manually turned on in Control Center. To see if your device is one of them, check the iPhone User Guide.

  • Are you holding your NFC antenna close to the sensor?

    On an iPhone, the NFC antenna will be close to the top of the device. On an Android device, it could be in a different location. Check the documenation for Samsung, Google Pixel, or your device's manufacturer.

  • Does the commissioning progress bar show up?

    If the commissioning progress bar continues failing to show up or resets to the beginning, this indicates that the Near Field Communication (NFC) communication between the Amazon Monitron sensor and your smartphone is weak or can't be established. Move your smartphone around to try and establish the NFC connection. Smartphones often have different locations for transmitting NFC, depending on the brand. You can also check the hardware specifications of your smartphone and tap the sensor specifically with that part of your phone. You can also see if your NFC is turned on and broadcasting. If it isn't, reenable it on your smartphone.

  • Do you get an error saying that the sensor is already in use? Delete the sensor from its previous asset or position, and then retry the commissioning process. If this doesn't work, you can try and commission another sensor that is not currently in use.

If your Amazon Monitron sensor stops sending measurements

If you are not receiving data from a particular sensor, try and take a manual measurement.. Amazon Monitron enables you to make measurements manually and doing this will establish whether the sensor if functioning. For information about how to make a measurement, see Taking a one-time measurement.

  • If you can take a measurement, this indicates that the sensor itself is working. The issue is therefore probably that the sensor doesn't have an available gateway within range. Amazon Monitron sensors and gateways communicate using Bluetooth Low Energy (BLE) and the typical range of this connection is 20 to 30 meters. However, other factors such as internal building structure or electronic interference may be the source of the trouble. Make certain that there is an active (online) gateway within communication range. For more information about positioning a gateway and possible conditions that may interfere with sensor-gateway communication, see Where to place a Gateway.

  • If the measurement action starts (you see a loading bar), but does not complete, try to retake the measurement. If the same thing happens again, try to delete the sensor and recommission it. For more information on deleting a sensor, see Deleting a sensor. For more information on (re)commissioning the sensor, see Pairing a sensor to an asset .

  • If the measurement action fails, or you are not able to commission the sensor when you try, contact customer support.

If your sensor has fallen off

If a sensor falls off the equipment on which you mounted, it can be remounted. Check the surface and ensure that it's clean and degreased before applying an adhesive. We recommend using a cyanoacrylate epoxies like Loctite 454 and Loctite 3090 or something similar. If the surface is flat and relatively smooth (<0.1 mm roughness), use a thin layer of adhesive such as Loctite 454. If the surface is rounded or uneven (up to 5 mm roughness or when there are gaps), select an adhesive that fills the gaps such as Loctite 3090.

Warning

When installing sensors, check and obey applicable safety regulations. You are solely responsible for safely installing the sensor on any equipment or machine part. To mount a sensor, you use industrial adhesive. Always consult and obey the adhesive manufacturer's safety and handling instructions.

Troubleshooting Issues with the Amazon Monitron Gateway

Troubleshooting Issues with the Amazon Monitron Gateway

When you add a gateway to your project or site, as soon as you choose Add gateway the Amazon Monitron mobile app starts scanning to find it. If the mobile app can't find the gateway, try the following troubleshooting tips.

  • Make sure that the gateway is turned on. Check the LED lights—the two small orange and blue lights next to the Amazon symbol on the top of the gateway. If they're on, the gateway has power. If the gateway has no power, check the following:

    • Is the power cord firmly attached to both the back of the gateway and the power outlet?

    • Is the power outlet functioning properly?

    • Is the gateway power cable working? To test this, try using the cable with another gateway.

    • Is the outlet where the cable plugs into the gateway clean, with no debris stuck inside? Be sure to check both the outlet in the gateway and the connecting end of the cable.

  • Make sure that the gateway is in commissioning mode. The Amazon Monitron mobile app finds a new gateway only when it's in commissioning mode. When you turn a gateway on, the LED lights blink slowly, alternating orange and blue. When you press the button on the side of the gateway and enter commissioning mode, they blink rapidly, also alternating orange and blue. If the LEDs show any sequence other than slow blinking before you press the button, the gateway might not go into commissioning mode. In this case, perform a factory reset of the gateway by turning the power off, then pressing and holding down the commissioning button (located on the side) while you turn the power back on.

  • Make sure your smartphone's Bluetooth is working. The gateway connects to your smartphone using Bluetooth, so it's a potential source of interruption. Check the following:

    • Is you smartphone's Bluetooth on and working? Try switching it off and on. If that doesn't help, restart your phone and check again.

    • Are you within your smartphone's Bluetooth range? Bluetooth range is relatively short, usually less than 10 meters and its reliability can vary dramatically.

    • Is there anything that might be interfering electronically with the Bluetooth signal?

If none of these actions resolves the issue, try the following:

  • Log out of the mobile app and restart it.

  • Do a factory reset of the gateway by turning the power off, then pressing and holding down the commissioning button on the side while you turn the power back on.

Troubleshooting Issues with the Amazon Monitron Gateway

If you find that a gateway has stopped working, try the following troubleshooting suggestions. You can detect that a gateway has stopped working when it shows Offline as its status in the Amazon Monitron mobile app.

  • Unplug the gateway and then plug it back in.

  • Check the Wi-Fi being used by the gateway. If the Wi-Fi to which the gateway is connected stops working, the gateway will show as Offline in the mobile app.

  • Check to see if the gateway is connecting to the Wi-Fi. If the password for the Wi-Fi network has been changed since the gateway was added, it won't be able to connect. To reconnect, you'll have to delete the gateway and add it again, connecting to the Wi-Fi network using the new password. For more information about how to add a gateway, see Commissioning a Wi-Fi gateway or Commissioning an Ethernet gateway.

  • Delete the gateway using the Amazon Monitron mobile app, do a factory reset of the gateway, and then install the gateway again. For more information, see Resetting the Wi-Fi gateway to factory settings or Resetting the Ethernet gateway to factory settings.

If none of these suggestions helps to get your Amazon Monitron device working again, contact Customer Support.