Support & FAQ's
Welcome to SafeSense Frequently Asked Questions. We have tried to answer the most common questions but if you have any further questions, please complete the form on the right.
Device Setup & Connectivity
My device won’t connect to Wi-Fi. What should I check?
- Make sure the network is 2.4GHz (not 5GHz).
- Check that your Wi-Fi SSID appears during setup.
- Ensure the light on the device is green during provisioning.
- Avoid captive portals (networks requiring browser login) — they are not supported.
- Open required ports: 443, 8883, 123 to *.amazonaws.com.
Does the device support hidden networks?
Yes. An option appears to manually provide SSID and password at the bottom of the WiFi list.
Can I use a hotspot to connect the device?
While technically possible, we don’t recommend it due to potential issues like blocked MQTT ports, dropped connections, and lack of static SSID broadcasting.
How can I update Wi-Fi settings if the network changes?
Press and hold the button for setup mode, then reconfigure Wi-Fi through the app.
Power & Battery
Can I use USB power instead of batteries?
Yes. Use any MicroUSB cable and 5V power supply. When plugged in, the batteries are not used.
What happens if the power goes out?
If configured, you can receive an instant power loss alert when USB is disconnected.
What's the best battery type for cold environments?
Use non-rechargeable lithium batteries. They last significantly longer than alkaline ones in freezers or outdoor setups.
How do I turn off the device?
You can either:
- Remove the batteries, or
- Disable Logging in the app (very low power use remains for sync check-ins).
Temperature & Accuracy
The temperature reading seems off. What should I do?
- Check the User Calibration Offset in the app settings.
- Apply the latest firmware update (especially if using USB power). Typical accuracy is ±1°F after firmware update.
What is the operating temperature and humidity range?
- Temperature: -40°C to 85°C (-40°F to 185°F)
- Humidity: 0% to 100% RH
Data Logging & Sync
Why don’t I see recent temperature updates in the app?
Your sensor may be set to sync only after collecting multiple samples. Check these settings:
- Acquisition Rate: How often data is sampled (e.g., every 15 mins)
- Sync to Cloud: How many samples before uploading (e.g., 50 means every 12.5 hours)
How do I get data to sync more often?
Change the Sync to Cloud setting from 50 to 1. Press the device button once to force an immediate cloud connection.
Alerts & Notifications
Will my phone make a sound when an alert is triggered?
Yes, if push notifications are enabled. Make sure:
- App notifications are enabled in your phone settings
- Sound is turned on for the app
- Your phone is not in silent/Do Not Disturb mode
Accounts & Multiple Users
Can multiple people access the same device?
This is being developed. For now, multiple logins with the same email can access devices, but access control or sharing features are not yet available.
I didn’t receive the email verification code.
Check your Spam or Promotions folder. If still not found, support can reset your profile so you can restart the setup process.
I forgot my password. What should I do?
Use the “Forgot Password” link in the app. If you still have issues, we can trigger a temporary reset link to your registered email.
Troubleshooting & Support
My sensor is not reporting after setup.
Check if:
- The green light is showing
- Your logging settings are causing a delay (e.g., 50 samples x 15 minutes = 12.5 hrs delay)
- You can press the button once to force a sync
The app says setup is incomplete.
Make sure you've completed registration, including verifying your email. If the account is stuck, support can clear and restart it.