SENSE did not notify me via email or a phone notification after the usual 1-1.5 hours of failing to receive data (communications lost). There is no 2nd attempt (or follow-up reminder) when a failure occurs.
I am disappointed. I have lost 36-hours of data. Unfortunately, I did not have the 'notification history’ on my phone turned ‘ON’ to prove my point. I did have the SENSE APP ‘notification’ enabled (Allowed). I should have received an alert.
Hi @Dcdyer, I would recommend filing a ticket so I can get this seriously investigated on our end and be able to ask follow-up questions.
With that said with some older monitors (those with the M serial number), if they are knocked offline, a reboot/restart will be required to get them back online.
If you file a ticket request it be forwarded to me James Drew, and I can investigate further and do some more follow-up.
To: @JamesDrewAtSense
I entered a support ticket #375654 on 10/9/2023 at about 10:50 AM.
Normally I receive a quick-reply automated email message that the SENSE Support server received my ticket.
At 10/9/2023 3:00 PM CDT, I still have not received my automated email reply.
Maybe this is a clue as to why I didn’t receive my ‘lost communications’ email alert or phone notification on 10/3.
My problem is with the failure on the alert messages. I’m not trying to resolve why my monitor did not automatically reboot after the power outage. I included your name on my ticket. Thanks for the follow-up.
I’m just popping in here to let folks know the engineering team informed me the fix for this issue has been deployed. If you don’t receive a notification when your monitor is offline, let me know so I can investigate the issue.
Thanks again for your patience while we work to resolve your issue. Have a great day!
