If your Sentree device is showing as offline on the dashboard, you can follow these steps to troubleshoot the issue.
Step 1: Check Physical Installation
Inspect the Device: Ensure that your Sentree device is properly installed on your AC unit.
Check the LED Indicator:
Red LED: This means the Sentree cannot connect to our servers. Follow the steps below to improve the connection.
No LED: Check that all power connections are fully plugged in. Ensure the power is connected on the contactor line side.
Step 2: Improve Connection
LED Blinking Red: If the LED is blinking red, it means the Sentree is struggling to find a good connection. Try the following:
Positioning: Make sure the Sentree is mounted on the AC unit, not on the wall. Place it as high as possible and avoid mounting it too close to the ground.
Antenna Alignment: Ensure the antenna is straight up and not tilted. If needed, tilt it slightly toward the direction of the closest cell tower. Contact our support team if you are unsure about the location of the nearest cell tower.
Extension Antenna: Extension antennas are available to order on our website. This will allow you to mount the antenna higher to achieve a better cell connection.
By following these steps, you should be able to resolve the issue and get your Sentree device back online.
If you continue to experience problems, please contact our support team via chat or email us at hello@alertlabs.com for further assistance.