Sense offline recently

Technical Questions
1

Over the past two months my Sense monitor goes offline and needs to be reconnected to my WiFi.
Anyone else having this problem or knows how to correct this situation? I have had my monitor a little over three years and have never had this issue.

2

Yes .mine just went off AGAIN just now which is why i came here, last time 6 days ago!! so im not the only oneā€¦

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3

and it went down for a third time again last night

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4

Most likely the issue is caused by a combination of two things:

  1. The sense WiFi implementation is so-so and very senstive to any number of protocol details that, while according to spec, are not handled well, and/or
  2. Your WiFi equipment is not very compliant with specs

I had no issues with Sense for several years, while I was running off an old Apple Airport Extreme WiFi. Then I got a TP-Link Deco system and things went crazy pretty quick. I was able to prove the issue was in the combination of TP-Link and Sense by reinstalling the old Apple router and the problems went away. That said, I had many other problems, tossed the TP-Link system altogether, and install all Ubiquiti equipment. Not a single problem (for months now) since. I have other (not sense related) evidence that TP-Link WiFi has various issues, but it illustrates the issue.

If you installed a new router, or changed settings, that may well have exposed this issue.

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5

@dolfs ,
Iā€™m going to second your thoughts - Iā€™ve had the exact same experiences. Sense worked 100% reliably with both old Apple gear and my current Ubiquiti network, but had a large number of disconnects during my brief dalliance with ASUS WiFi gear.

6

To be fair, Ive see enough evidence now that im not the only one (i found another thread on this exact same thing) and it appears to be quite widespread, perhaps this is more a firmware update thing on behalf of sense than a go out and buy a specific mesh system that is sense friendly.

7

I donā€™t know about all the technical information about types of WiFi. My internet provider upgraded my system due to an issue with one of my ā€œpodsā€ humming. The new system operates on 6G with a secondary system within it for 2.5G. I have Sense connected to the 2.5G. The same as my older system. So it should not be an issue with connectivity.

8

Hi,

I just wanted to say that anyone having specific issues with connecting or staying connected should submit a ticket here: https://help.sense.com/hc/en-us/requests/new?ticket_form_id=14481007173779 and we can look into it for you.

Some of this may depend specifically on your setup, and we can look into what we think may be wrong. Send me a private message too, letting me know you submitted a ticket, and I can work to help you.

The issue at hand is to avoid sharing your personal data here or over-speculating on what is going wrong.

If you find you submitted a ticket, give the agents a chance, and if you need extra help, let me know and Iā€™ll take a look.

Thanks!

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9

I wanted to add that if at times you find your Sense becomes disconnected, this of course can be inconvenient, but if itā€™s able to reconnect on its own and the issue is not too common, this isnā€™t something to worry about too much. The worst effect that should happen is that you will not be able to view live readings and device functionality in the moment.

If Sense is disconnected for less than six hours, no data will be lost. Once reconnected, all data will upload automatically, resolving the issue. If the disconnection lasts longer, Sense will continue gathering data and upload it once reconnectedā€”this can extend for weeks, depending on storage capacity. However, some high-resolution data may not be recorded. For most purposes, the saved and uploaded data will still be sufficient.

Of course, if it starts affecting the way you use your Sense or your quality of life with the product, let me know. But sometimes, when dealing with here-and-there disconnects with no clear reason, it can be better to just make sure it gets connected and move on.

Of course, if you have any questions on this or donā€™t agree, let me know.

Thanks again, Iā€™m always glad to help.

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10

I submitted a ticket on this issue tonight. I allow ā€œAll Timesā€ monitoring of my system. Figured it would be better to allow checking at any time.

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11

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and once again today, last time i subtitled a ticket (about a year ago or more sense still wont deal with it because it seemed inconvenient, hoping this wont be the same ā€˜customer serviceā€™)

13

Hi,

I apologize if our support process has felt inconvenient. Once your ticket is closed, you are welcome to provide feedback on your experience. You should receive an email with a option to respond.

If you are unable to complete any step suggested by the agent, please let me know. Because agents cannot visit your home, we rely on your insights and any additional detailsā€”such as photos, readings or contextā€”to troubleshoot effectively.

If this does not address your concern, please let me know so I can clarify the process further.

Thank you for your patience.

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14

Thanks! Our team is happy to investigate this for you. Feel free to send me a private message if you need more help.

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