_edited.png)
Welceom to SensorHubb Support FAQ's
Select a topic below to jump to the answer you need. Still have questions? Reach out at support@sensorhubb.com
Connectivity & Range
​
1
Where can I find an owner's manual / user guide?
Your product arrived with an insert that has a QR code that will take you to the set-up guide.
2
How do I set up my new Gateway?
Unpack the product, plug it in to a power source and either connect it to your internet modem via Ethernet cable or follow instructions to connect via 4G connection.
3
How do I set up my new sensors?
Your Sensors will arrive pre-configured to your account. Simply unbox them, screw on the antenna, remove the plastic strip in the battery compartment and turn it on by holding down the power button until you see green lights. Install your sensors in the recommended location in your cooler or freezer.
1
What is an Ideal Location to install my Wireless Temperature Humidity Sensor?
The best area to place a temperature thermometer inside a walk-in cooler or freezer depends on the design of the unit and the type of product being stored. In general, the thermometer should be placed in the warmest area of the cooler or freezer to ensure that the temperature is safe for the products being stored.
​
For walk-in coolers, the thermometer should be placed on a middle shelf, away from the walls, fans, and any other sources of temperature fluctuations. This will give you an accurate reading of the overall temperature inside the cooler. For walk-in freezers, the thermometer should also be placed on a middle shelf, but closer to the walls and fans to ensure that the temperature in these areas is also safe for frozen products.
2
Where should I place my sensor? How much area does it cover? How many sensors will I need?
We recommend you place your sensors in a central location in your freezer or cooler. It is recommended that you do not place them close to your door to prevent excessive alerts and it is also recommended that you do not place it in the path of the fan to avoid inaccurate readings.
1
How many sensors can I use with my Gateway?
You can connect as many sensors as you need to your inhouse gateway.
2
What is the wireless range of SensorHubb sensors? How far will the signal travel?
The SensorHubb wireless sensors transmit a high-powered signal that will reach your inhouse gateway from hundreds of yards away. If you have connection issues, please reach out to our support team for more answers.
1
What if my Gateway is not working?
Unplug the power supply and after 30 seconds reconnect the power supply. If using a hardwired ethernet connection, make sure your internet is working properly.
2
What if my Sensor is not transmitting data or offline?
Reset the Sensor by holding down the power button for 5 seconds until you see the green lights move from right to left. Once the Sensor is off repower it by holding down the power button for 5 seconds until you see the green lights move from left to right. If you still have issues please contact our support team.
3
How can I reset my SensorHubb Sensor?
Hold down the power button for 5 seconds until you see lights flash from right to left. Once the device is powered down wait 30 seconds then repower by holding down the power button for 5 seconds, lights will flash from left to right.
1
What if the internet or power to my gateway goes down? Will I still get alerts?
In the event your internet is not working or you lose power you will immediately start receiving alerts warning you that your system is offline. Check the internet connection and make sure your power is not out.
2
How do I configure alerts?
You can set your temperature/humidity thresholds for alerts in the "Edit Sensor" section of the SensorHubb Application. These are fully customizable to configure to your specific needs.
3
Are there email alerts?
Yes you can choose to receive either Text or Email Push Notifications for your Alerts.
1
How long will my Sensor Battery Last?
The SensorHubb Sensor Batteries last between 3 and 10 years depending on the Sample Rate Configuration.
2
Why isn't my Gateway recognizing the sensor even after replacing its battery?
Please ensure that you have repowered the Sensor by holding the power button down for 5 seconds, and that you have observed the green lights moving from left to right. If the sensor still fails to connect, kindly contact our support team for further assistance.
1
How do I export my data from the application?
You can export a CSV file for each individual sensor by clicking the 3 dots in the top right corner when viewing an individual sensor. The report will automatically be emailed to all users set up to receive notifications. Additionally at the end of each day a summary report for all sensors will be emailed to all users assigned to receive reports.
2
Can I view my SensorHubb devices from my phone, iPad, desktop or laptop computer or from a web browser?
Yes you can do all of these options by logging in to portal.sensorhubb.com from any of these devices.
3
How often do SensorHubb sensors record data?
SensorHubb Sensors take a sample reading every 10 minutes when operating within the assigned threshold settings. If alerts occur the sample rate will escalate until the alerts are closed out.
4
How many days of reading can the application store? What happens after that?
The SensorHubb Shield Plus subscription stores your data for up to 1 year, after that it will be overwritten with new data. The Shield Enterprise subscription stores your data for up to 7 years.
5
How long is my data stored in the cloud?
The Shield Plus subscription stores your data in the cloud for up to 1 year. The Shield Enterprise subscription stores your data in the cloud for up to 7 years.
1
How do I use the CSV Report Export Tool?
Select an individual sensor in the SensorHubb Application, in the top right corner click the 3 dots and choose the timeline for the report you wish to export (Today, Yesterday, Last 7 Days, Last 30 Days).
2
Is there a monthly fee?
Yes, please refer to your SensorHubb subscription contract that you received when you signed up.
3
How do I change the email I used to login to my SensorHubb account?
Login to your account with your existing email and password if you are a manager on the account. In the settings tab choose users and select on your name. Update any information necessary then press save. If you are not a manager you will need an account manager to make these edits for you.
4
How do I reset the password I use to login to my SensorHubb account?
If you forgot your password, choose the forgot password feature at the account login screen. Enter the email you wish to receive the password reset link to and you will receive an email, follow the instructions to create a new password.
If you are a manager on the account and need to reset a user's password, login to your account with your existing email and password. In the settings tab choose users and select on user. Update any information necessary then press save. If you are not a manager, you will need an account manager to make these edits for you.
1
My sensor is not working can you please help?
Start by resetting the sensor by holding down the power button for 5 seconds, you will see green lights move from right to left. Wait 30 seconds then repower the device by holding down the power button for 5 seconds, you will see green lights move from left to right. Check your application to see if the sensor reconnects and is online. If you still don't see the sensor connected please contact our support team.
2
My sensor and gateway are periodically not reporting data or only reporting data intermittently.
Start by resetting the sensor by holding down the power button for 5 seconds, you will see green lights move from right to left. Wait 30 seconds then repower the device by holding down the power button for 5 seconds, you will see green lights move from left to right. Check your application to see if the sensor reconnects and is online. If sensors fail to connect please contact our support team. If the gateway is not connected make sure your internet or 4G connection is working. You can reset the gateway by unplugging the power supply and waiting 30 seconds. Reconnect the power supply. If you still cannot get your devices to connect contact our customer support team.
3
My gateway is offline / cannot access the internet.
Check your internet or 4G connection. If problems persist, please contact our support team.
4
My Sensor is working with the gateway, but I can't get data to my phone.
Please check that your phone has service and or internet connection. Check your phone's application settings and notifications. If you are still unable to receive data please contact our support team.
5
I have multiple Sensors and I am not sure which one is which.
When you set up your sensors we recommend you give each sensor a unique name that you will remember. If you are unable to figure out which sensor is which login to the application, choose the sensor and scroll down. You will see a unique code for each sensor, cross reference this with the barcode that is printed on the device