B Sensor Troubleshooting Guide

A step-by-step list to check when troubleshooting B Sensors that show offline in your dashboard. Below is an example of a B Sensor, which may be blue or white.

B Sensor is not reporting or shows as offline

When a B Sensor is not reporting or shows as offline in the web app, mobile app (formerly NEXT), or Install App, it is most often because of one of these four scenarios:

1. A gateway is offline.
2. The B Sensor is out of range of the gateway or communication to the gateway is being blocked.
3. The B Sensor's internal battery level is too low to communicate.
4. The B Sensor has been moved, lost, or damaged.
   
   

Troubleshooting the B Sensor

Follow these steps to troubleshoot your B Sensor:

1. Do all or many B Sensors show offline within SmartSense?
   • Yes. Continue to step 2.
   • No. Jump to step 3.
     
     
2. Locate all gateways in your store then determine what models you have by comparing them to the photos below.
   • If you have BZ Gateways, check to see if any of the BZ Gateways have a red flashing LED. A red LED is an indication of a problem. The BZ Gateway LED reference will provide more information about LED status.
   • If you have B Gateway, check the following LED patterns.
     • The blue LED should flash every second
     • The red LED should flash every 5 seconds
     • If your B Gateway does not display these patterns it may be an indication of a problem
   • Do any of your gateways indicate a problem?
     • Yes. Jump to step 7. Your gateway has an issue.
     • No. Continue to step 3.
       
       
       
       
3. Locate the first offline sensor within SmartSense. Record the last know battery percentage. Is the percentage less than 40%?
   • Yes. Jump to step 7, it is likely that your sensor needs to be replaced.
   • No. Record the sensor Device ID and continue to step 4.
     
     
4. Is the offline B Sensor mounted in the correct asset? Compare the device ID to be sure you are working with the correct sensor.
   • Yes. Continue to step 5.
   • No. Your sensor could be lost or installed in the wrong asset. Look around the area for the B Sensor with the matching Device ID (the unique 7-character value on the front of the sensor).
   • . Move the sensor to the correct asset if found. Wait two hours and check the communication status in the SmartSense Dashboard.
     • If you cannot find the sensor, skip to step 7.
     • A SmartSense representative will help you get a replacement.
       
       
       
       
5. Is the nearest gateway closer than 300 feet from the sensor location?
   • Yes. Continue to step 6.
   • No. Jump to step 7. Your sensor and gateway are out of range.
     
     
     
     

     Note: Real-world sensor range can vary. When in doubt, place the sensor having issues directly next to a sensor that is currently reporting consistently and compare the performance over a two-hour period. If the sensor begins to report again, jump to step 7.

      

6. Check the sensor to see if any of these conditions exist.
   • Is stocked product blocking the B Sensor?
     • If yes, redistribute the product away from the sensor
     • Check the sensor again in two hours to see if it is now online.
   • Is the sensor placed too far back in a cooler environment?
     • If yes, move the sensor closer to the door.
     • Check the sensor again in two hours to see if it is now online.
   • Are walls or doors separating the sensor from the gateway?
     • If yes, place the sensor in question directly next to a sensor that is currently reporting consistently and compare the performance over a two-hour period. If the sensor begins to report again you may need to move or add an additional gateway. Continue to step 7.
   • If these steps do not resolve the problem, continue to step 7.
     
     
7. Please contact SmartSense Customer Success. Have the sensor Device ID and last completed step in this guide available when you speak to a support representative.