FAQ Index (Legacy Anchors)
Contact SupportEvery question from the retired FAQ page, each pointing at the page that now answers it.
This page exists so that older links and bookmarks into the retired FAQ page keep working. Every question below has moved to a page of its own; follow the link for the current answer.
Device Setup
Section index: Device Setup
How does it work?
Moved to Quick Start.
Step 0: Connect the Device BLE
Moved to Hub Setup Troubleshooting — App cannot find the Hub.
Step 1: Connect the Device to Wi-Fi AP
Moved to Hub Setup Troubleshooting — Connect to Wi-Fi.
Step 2: Device Login to Cloud Server
Moved to Hub Setup Troubleshooting — Cloud registration or account binding failed.
Step 3: Bind the Device to Current Account
Moved to Hub Setup Troubleshooting — Cloud registration or account binding failed.
Basic Troubleshooting
Section index: Basic Troubleshooting
Understand the basic information of the sensor
Moved to Sensor Product List.
How to repair when the sensor cannot be paired or the data is not updated?
Moved to Fail to Add a Sensor or Update the Data.
Why sensor drop connection (not update)?
Moved to Sensor Offline.
Deployment
Section index: Deployment
How to pair the sensor with the Hub?
Moved to Fail to Add a Sensor or Update the Data.
What should I do if the Hub is not online / can't connect?
Moved to Hub Offline.
What should I do if the sensor is offline or temp data not updated?
Moved to Sensor Offline.
How do I know which sensor card is the corresponding sensor?
Moved to Manage Devices.
What should I do if the sensor temperature and humidity data are abnormal?
Moved to Why Is My Sensor Monitoring Data Inaccurate.
What are the distances of the communication?
Moved to Wireless Range.
What is the maximum number of sensors each Hub could support?
Moved to Hub and Sensor Relationship.
How to switch the Wi-Fi connected to Hub?
Moved to Reconnect After a Router Change.
How to connect to a hidden Wi-Fi SSID?
Moved to Hidden Wi-Fi SSID.
Can multiple users monitor at the same time?
Moved to App and Account Settings.
Can push alerts be set for multiple email addresses?
Moved to Multiple Emails Receiving Alert Emails.
Can the unit be placed on a spot out of Wi-Fi range?
Moved to Wireless Range.
Does the Hub need an AC or DC power supply, or is it powered over Ethernet?
Moved to Hub Ethernet.
How to maintain effective signal transmission between sensor and Hub?
Moved to Wireless Range.
How to verify the effective communication distance?
Moved to Sensor Signal Level Is Too Low.
Why is it necessary to keep Bluetooth on when the Hub connects to Wi-Fi?
Moved to App Permissions.
What's the MAC and IP address of my IoT Hub?
Moved to Network Requirements and Firewall Configuration.
Hub status light
Moved to Hub Light Status.
What might be the possible reasons if the sensor failed to be added to the Hub?
Moved to Fail to Add a Sensor or Update the Data.
What might be the reasons if the climate sensor often goes offline?
Moved to Sensor Offline.
What might be the reasons if the Hub failed to be set up to the Wi-Fi?
Moved to Hub Setup Troubleshooting.
Precautions about the sensor when it is placed inside a freezer
Moved to Refrigerator and Freezer Deployment.
How do I change my password for the Hub Portal?
Moved to Hub Web Portal.
Hub
Section index: Hub
How to upgrade Hub firmware in LAN?
Moved to Firmware Upgrade.
Battery
Section index: Battery
Does the sensor charge or replace the battery?
Moved to Charging the Sensor.
How do I know if the battery is used up?
Moved to Low Battery Fix.
How do I know if the sensor is fully charged?
Moved to Charging the Sensor.
Data & Cloud
Section index: Data & Cloud
What is the method to store data?
Moved to Data Retention and Offline Cache.
How often will the App refresh the data collected by the sensor?
Moved to Data Update Rules.
Zigbee Protocol
Section index: Zigbee Protocol
Is this an 802.11 device or an 802.15.4 device?
Moved to Sensor Product List.
Section index: E-mail
Do push and email notifications require any ports to be opened on the firewall?
Moved to Network Requirements and Firewall Configuration.
What should I do if I cannot receive the verification code when registering an account?
Moved to Email Notifications Not Received.
Product Guides
Section index: Product Guides
Temperature Sensor — ST7
Moved to ST7 User Guide.
Water Leak Sensor — SW2
Moved to SW2 User Guide.
Temp Sensor — ST5 (Legacy / Discontinued)
Moved to ST5 User Guide.