Sensor Offline

(Applies to Bluetooth LE and LoRa Sensors that communicate through a MOCREO Hub)

Follow one branch at a time. Stop when the Sensor starts reporting again.

Visual troubleshooting flowchart

Click to expand the visual troubleshooting flowchart

Rendering diagram…

Troubleshooting steps

1. Check the Hub. If it is offline, stop and follow My Device is Offline.
2. Check Sensor power. Short-press Setup for about 1 second. A blue flash means the Sensor has power. No light means recharge it or replace its batteries according to the model; no response after that suggests a power or hardware problem.
3. Test the signal. Place the Sensor near the Hub, raise both devices, and remove metal or electronic interference. If it reconnects, weak signal or the original placement was the likely cause; choose a better location.
4. Contact support if it remains offline. Provide the Sensor SN, model, and observed indicator or buzzer pattern.

Model-specific diagnostics

Use the following diagnostic path only for the listed Sensor model, after completing the common troubleshooting steps above.

LS1: Low-temperature environment issues

Standard batteries may not discharge reliably in a refrigerator or freezer. In rare cases, low temperatures can also affect the Sensor hardware or cause abnormal power consumption.

1. Remove the battery cover and check whether the LS1 uses a dedicated low-temperature battery.
2. If not, install a low-temperature battery and monitor the Sensor.
3. If the LS1 still goes offline, contact support. The Sensor may have a temperature-related hardware fault; provide its SN, order information, and shipping address.

LW1: Communication test

Single-press the LW1 button to test communication with the Hub.

LED flashes, but there is no beep

• If the LW1 has not been set up in the App, this is normal. Complete the setup first.
• If the LW1 is already set up, it did not receive a response from the Hub. Confirm that the Hub is online, then move the LW1 closer to it and test again.

There is no light and no beep

The LW1 has a power problem. Check the batteries and replace them if necessary, then test again.

The LED flashes and the buzzer beeps

The LW1 is communicating with the Hub normally. If it still appears offline in the App, check the Hub's connection and contact support.

LD1 / LB1: Signal diagnostics

Single-press the Sensor button to test LoRa communication with the Hub.

• The blue LED flashes, pauses, then flashes again: Communication with the Hub is normal. If the Sensor still appears offline in the App, check the Hub's connection.
• The blue LED flashes only once: The Sensor has power but did not receive a response from the Hub. Confirm that the Hub is online, reduce the distance, and remove obstructions.
• There is no light: Check the power supply or batteries. If there is still no light, contact support because the Sensor may have a hardware problem.