Sensor Is Offline or Frequently Disconnects. What Should I Do?

Choose the section that matches the product connection path. Use this page for a Sensor that is offline once or repeatedly goes offline. Do not use the Hub-connected workflow for ST7 or ST8.

Hub-Connected Sensors

This workflow applies only to Sensors that report through an H1B or H2 Hub. It does not apply to ST7 or ST8.

Visual troubleshooting flowchart

Troubleshooting steps

1. Check the Hub. Open Menu > Hubs in the Sensor App. If the Hub is offline, stop and follow Hub Offline. If several Sensors went offline at the same time, troubleshoot the Hub before individual Sensors.
2. Check Sensor power. Charge rechargeable models or replace batteries only on models designed for replacement. For ST3/ST4, charge until the red indicator turns off. No response after the correct power action suggests a power or hardware problem.
3. Test next to the Hub. Move the Sensor close to the Hub. For ST3/ST4, press the pinhole for 1 second to trigger an update. For ST5, allow the Hub time to scan before re-adding it. If an ST5 card is offline but its data is still updating, contact support instead of resetting it.
4. Correct signal placement. If the Sensor recovers near the Hub, reduce the permanent distance and keep the Sensor and Hub away from metal, water, thick walls, and wireless interference. If it disconnects repeatedly, record the Signal Level and the times of each interruption.
5. Recover pairing. If the Sensor remains offline, re-add it in the Sensor App. For confirmed Zigbee Sensors only, with the Hub online, open http://<HUB-LAN-IP>/nodes, enable pairing, hold the Sensor pinhole for about 6 seconds, wait 60 seconds, and refresh. Do not use this path for BLE Sensors.

If the Sensor remains offline, contact MOCREO support with the Sensor model and SN, battery level, Hub SN, signal level, and the result of the close-range test.

After a battery change

If the Sensor was working before a battery replacement but has not reported since, first confirm that the battery type and polarity are correct. Bring it near the Hub, press Setup/Test or the pinhole once, and wait for a Hub beep or a new Sensor reading. If there is still no response, follow the same power, close-range, and re-pairing steps above. Do not reset a Sensor that is still reporting data.

ST7 / ST8 Local Bluetooth Sensors

ST7 and ST8 connect directly to a phone. This workflow does not use a Hub or cloud status.

Visual troubleshooting flowchart

Troubleshooting steps

1. Confirm the offline state. Ignore ST7 status in the Web dashboard. In the Sensor App, keep the phone close to the device and open its detail page.
2. Check device power. For ST7, move the power switch to ON; a beep confirms that it is powered and broadcasting. For ST8, reseat or replace the 9 V 6LR61 battery and set the alarm switch to ON. No response suggests a power or hardware problem.
3. Check the phone connection. Enable Bluetooth and the permissions requested by the Sensor App. Make sure another phone is not connected, turn Bluetooth off and on, then reopen the device page.
4. Check Bluetooth range. Test next to the phone first. If it works nearby but not at the installed location, reduce distance and obstacles. Keep the phone nearby when viewing ST7 data or synchronizing ST8 records.
5. Recover the App binding. If the powered device remains unavailable at close range, re-add it in the Sensor App. If re-adding fails, contact support with the model, observed power response, phone model, and App version.