Sensor Troubleshooting

BLE Sensor Not Reporting

This guide provides troubleshooting steps for BLE sensors on equipment that are not reporting or are showing as Missing in the SmartAsset platform.

Complete the steps below to identify the issue and restore communication with the sensor.

Step 1. Verify the Sensor is Attached

Visually inspect the equipment to confirm the BLE sensor is securely attached.

• If the sensor is still attached, continue to Step 2.
• If the sensor is missing or damaged, skip to Step 3.

Step 2. Check When the Sensor Was Last Seen

In the SmartAsset platform, review the sensor's Last Seen timestamp by navigating to Lists > Equipment and selecting the last time seen layout 

If Sensor was seen within the last 48 hours

If the sensor was detected by a gateway within the last 48 hours but is currently showing as Missing, contact SmartAsset Support for assistance.

Email: support@smartasset.biz

If Sensor has not been seen recently

If the sensor has not been detected recently:

1. Move the equipment (or the sensor) within range of a known working gateway.
2. Allow a few minutes for the platform to update.

If the sensor still does not report, it may have powered off.

To wake the sensor:

1. Rub a magnet across the face of the sensor.
2. Verify that the green LED flashes, indicating the sensor has powered on.
3. Place the sensor near a gateway and check the SmartAsset platform to see if it begins reporting.

If the sensor still does not report after being awakened, it is likely defective and should be replaced.

Continue to Step 3.

Step 3. Replace the Sensor

If the sensor is missing or has failed to resume reporting, replace it with a new BLE sensor.

Replace the Physical Sensor

1. Remove the existing sensor from the equipment.
2. Apply a new piece of Gorilla Tape (or the approved mounting adhesive).
3. Securely attach the replacement sensor to the equipment.

Important: If your organization uses the sensor's Device ID as the equipment barcode, update the barcode after installing the replacement sensor.

Step 4. Update the Sensor Assignment in SmartAsset

After installing the replacement sensor:

1. Open the SmartAsset platform.
2. Navigate to Lists > Equipment.
3. Select the equipment that received the new sensor.
4. In the Device field:
   • Click the magnifying glass, or
   • Enter the new Device ID and select it from the list.
5. Copy the Device ID into the Barcode field (if your organization uses the Device ID as the equipment barcode).
6. Click Save in the upper-right corner.

If the replacement sensor does not begin reporting after completing these steps, contact SmartAsset Support at support@smartasset.biz for further assistance.