What do I do if I cannot get my sensor to connect to the gateway?

  • First, attempt to move the sensor or gateway closer to one another. If the issue does not resolve, double check that each step in the setup instructions is complete (e.g. antennas screwed in, switches on). If you’re still experiencing connection issues, our iAuditor support team is here to help.


Do I need Wifi for my sensor to work?

  • No, the sensors transmit data to the web application and cloud via the gateway which uses a 3G connection. Mobile data is included with the gateways (no extra purchase required) and managed by SafetyCulture.


Where is the best place to install my sensor?

  • Place the sensor directly in the area you want to monitor.
  • The sensor should be within about 50 meters or 150 feet of its gateway. Keep in mind that this is a general approximation and distances may vary based on building structure, environment, and other obstacles.
  • For refrigerators and freezers, we recommend avoiding direct airflow from the refrigeration unit and a location away from the door to avoid excessive temperature fluctuations.


Can I move my sensor or gateway after installation?

  • Yes, you can move your sensor or gateway.  However, keep in mind that this means you will have to re-confirm that your sensors are still within range of the gateway, and if the gateway has been moved that your gateway has strong signal in its new location. We recommend sensors are installed in their final location during the setup process.


Why does the sensor kit contain tape and cable ties?

  • The tape and cable ties are provided to secure the sensor in its final location. While we recommend that you ensure the sensor is in place using the provided installation materials, you can choose not to use them if your installation does not require it.


Why is my sensor disconnected?

  • This can occur for a few reasons. We suggest checking the gateway is plugged in and all the lights are green, and the sensor is switched on. The sensor also needs to be placed in a location that is in range of the gateway. See “How can I tell that my sensor is out of range or contact our iAuditor support team.

How will I know if the battery on my sensors gets low?

  • A warning icon (see screenshot) will appear on the dashboard in the web application when a sensor’s battery is low. In the future, we will also provide SMS alerts for this event.

How often do my sensors read?

  • The sensors take a reading and transmit data every 10 minutes.


Is there a delay on the readings?

  • Readings are usually transmitted immediately, however, at times you may experience delays of up to 1 – 2 minutes.


How can I tell that my sensor is out of range from the gateway?

  • In the future, we will include signal strength as part of the device metrics in the app. If you’re concerned that your sensor may be out of range, please contact our iAuditor support team for assistance.


Will I lose data if my sensors or gateway are offline?

  • Both the sensors and the gateway are able to store data if there is a disconnection. The sensor can store over 500 readings and the gateway can store over 50,000 readings which transmit when they reconnect. Warning: do not switch your sensor off if it appears to be online. Once turned off, no readings are gathered.


Is there a problem with the gateway if all the lights on the bottom (cellular service, internet servers, sensor data) are not green?

  • During setup it is normal for the lights to change colour. However, there may be an issue with connectivity if one or more of the gateway lights stay red for an extended period of time. If your sensors are disconnected greater than one hour, try restarting the gateway or contacting iAuditor support.


If there is a power outage at my site, will my gateway or sensor be affected?

  • The sensor is battery powered so it will be unaffected.
  • The gateway has a 48-hour backup battery that will ensure everything is working for that period. If the gateway runs out of battery, the sensors are able to store 3-4 days of readings.
  • NOTE: If the gateway is turned off or runs out of battery, ensure the gateway is plugged in and switch the gateway on to reconnect your sensors.
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