How to manage a missed report

A missed report indicates that a device (gateway or sensor) has not reported for multiple readings. This can be due to power, connectivity, or signal issues. Please follow the steps below to troubleshoot. 

Is the alert for a gateway or sensor?

If the alert is for a gateway, the most common causes are:

• Power loss (gateway unplugged or power supply failure)
• Weak or lost cellular connection
   

If the alert is for a sensor, possible causes include:

• Gateway losing cellular connection
• Power cord on gateway accidentally unplugged
• Low battery in the sensor
• Too much distance between the sensor and gateway

• Interference from building materials or other equipment disrupting the signal 
   

  Note: Gateways have a backup battery that lasts up to 24 hours. 

Troubleshooting a missed report

1. Log in to the SmartSense web app dashboard.
2. Select the gateway tab. 
   
   
   
   Here you will need to review:
   - battery level – if low or 0%, reconnect to power
   - signal strength – if low, reposition the gateway or move it to an area with better cellular coverage
    
3. Next, check for outages:
   - cellular disruptions (e.g., Verizon or AT&T disruptions)
   - SmartSense outages (check the SmartSense status)
4. Confirm that the gateway is turned on and the LED lights are active.
   
   
    
5. Once power or connectivity is restored, the system automatically backfills the missing readings.
6. Confirm the data has been restored in the reports section or under the sensor data view.
   
   
    
7. If the issue persists, reposition the gateway using signal finder mode to locate the optimal signal strength.

If the issue persists, reposition the gateway using signal finder mode to locate the optimal signal strength. 

Troubleshooting sensor-specific missed reports 

If only sensors are reporting missed data, follow the steps below.  

1. Check the sensor battery status.
2. Ensure sensors are within range of the gateway (recommended within 150–200 feet depending on environment).
3. Look for obstructions like metal shelving, dense walls, or large machinery that may interfere with the wireless signal. Below is an example of an incorrect installation: 
   
   
    
4. Move the sensor slightly closer to the gateway or reposition the gateway for better line-of-sight communication. You may need to install an additional gateway.  
   
   
    
5. Confirm that the sensor, when installed inside a refrigerator, is centrally located in the insulated appliance, has the antenna positioned upright, and that no product or items in the refrigerator is causing obstructions. To ensure sensor antenna placement is upward, point it to the ceiling and make sure no product is blocking or stacked on the sensor.
    

Note: If batteries need to be changed, you might see a sticker over the battery compartment that says do not remove. You can open the compartment, but do not remove the sticker. 

Additional resources

Contact the SmartSense Support team if you have questions about how to improve cellular coverage or how to fix poor signal with your cellular provider.

If issues persist beyond 24 hours or if the device doesn’t backfill data, submit a request to the SmartSense Support team.