FAQ

How does it work?

  • There is the Hub, AKA Router or Bridge, it manages the sensors within a certain range. The Hub connects to the Internet with WIFI/Ethernet.

  • The sensor connects to Hub via Wireless Mesh Network (ZigBee), which is more private and consumes much less power.

  • When the environmental conditions change, the Hub will receive the sensor data and upload it to the cloud.

  • Our devices are available under the most network environments globally.

Basic Troubleshooting

Provide basic troubleshooting and repair steps for sensors that are can’t be paired or not updated (dropped)

1. Understand the basic information of the sensor:

  1. Meaning of card color:

The sensor card shows the current status and data of the sensor. There are two sensor card background colors:

  • Gray: means the sensor is offline and sensor loses communication with the hub, and the sensor will not upload data at this time.

  • Yellow: it means that the sensor is online and updates the data normally, that is, effective communication is established with the hub.

    * At the same time, when the sensor communicates with the hub effectively, after the sensor pinhole button is poked, the sensor background color will flash one time: the background color changes from green to yellow.

  1. The meaning of different indicator statuses:

The indicator light of the sensor shows the state of the current sensor (paired or unpaired). There are two indicator states (you can see by poking the pinhole button of the sensor with a pin):

  • The blue indicator light flashes once: it means that the sensor has been paired with the hub.

  • The blue indicator light keeps flashing: it means that the sensor enters the pairing mode. This also shows that the sensor is in an unpaired state, and the sensor needs to be added(paired) through the pairing process on the app.

2. How to repair when the sensor cannot be paired or the data is not updated?

First, please check the indicator status to judge the sensor state first(paired or unpaired) through using a pin to poke the pinhole button:

  1. If the blue indicator light flashes one time: It means that the sensor is in a pairing state with the hub. If the sensor is not online on the app in this state, please bring the sensor near the hub and press the pinhole button. Then check whether the sensor is back online (the card turns yellow). If the sensor card color changes, which means that effective communication is established.

  2. If you poke the pinhole button, the blue indicator light keeps flashing: It means that the sensor is in an unpaired state with the hub. This state means that the sensor needs to be paired to the hub again following the adding steps

After the sensor currently the state is confirmed, then please conduct as follow:

  1. For paired state but offline sensors:

  • Please take the sensor close to the Hub(Within 1m).

  • Then, use a pin clip to poke the pin-hole for one second, then release(indicator light flash once). Then check the App, see if that sensor will be online.

  1. For sensors that are unpaired to the hub:

You need to operate for the process of adding sensors:

  • On the App, click the ‘+’ icon on the upper right.

  • Choose the corresponding image of the sensor, then go through the adding process, see if the sensor can be paired and online.

  1. If the sensor has been deleted, please poke the sensor pinhole button for 5 seconds until the indicator light continues to flash to unpair it from the hub first. Then, re-add the sensor through the pairing procedure on the MOCREO App.

* Please note that all poke operations are performed with the sensor 1 meter close to the hub to rule out the operation failed due to being too far away.

If the above operations can’t work, please restart the MOCREO app and then try again.

If the sensors still cannot be connected through the above method. please contact MOCREO Support<contact@mocreo.com>

3. Why sensor drop connection(not update)?

Drop connection is usually caused by the loss of communication with the hub due to the weak signal at the location of the sensor. If this happens, please check whether the current position of the sensor and the hub are in a valid communication distance first:

  • Use a pin clip to poke the pin-hole of the sensor for 1 second and then release it. After about 10 seconds, the background color of the coordinate sensor card on the app will flash once and change the color, which means the sensor can communicate with the hub effectively.

  • You could also check the signal value of the sensor on the app: Tap sensor card to enter the ‘Sensor Setting’ page>> Check ‘Signal Level’. When the signal value is above 40, it means that the sensor signal is relatively stable.

If the sensor frequently disconnects at this location, please consider shortening the distance between the sensor and the hub.

Deployment

How to pair the sensor with the hub?

  • For the sensors in the kit: Since the sensors in the kit were paired to the hub before shipping out from the factory. After the hub was bound to your MOCREO account, use a pin clip to poke the pin-hole for 1 sec, then release, then the sensor will wake up to pair with the hub.

  • For separately purchased sensors: You need to go through the adding process of the sensor via the App.

    • On the App, click the ‘+’ icon on the upper right.

    • Choose the corresponding image of the sensor, then go through the adding process.

  • Note: If the sensor is unbound from the hub, it also needs to perform the process of adding the sensor via the app.

What Should I do if the Hub Is Not Online/Can’t Connect to?

  • Take the Hub closer to the router.

  • Check whether the router has a firewall policy to block ports 123, 80, 443 and 8883.

  • Unplug the power to restart the Hub.

  • Upgrade Hub firmware to the latest version, in Mocreo Sensor APP: [HOME]> [Hubs]> [Hub Settings]> [Check for Update].

  • Or Connect with a network cable.

  • Check the encryption mode of the WiFi/hotspot. If the encryption mode is WPA3/WPA2 Personal, the Hub may not connect to WiFi. In this case, please modify it back to WPA/WPA2 Personal and then connect to the Hub.

  • If the hub still can’t be connected above method, please contact MOCREO Support (contact@mocreo.com).

What should I do if the sensor is offline or temp data not updated?

  • Check whether the Hub light is a purple breathing light. If it is not a purple breathing light, the Hub is not online. How to deal with if the Hub is not online? Please read What should I do if the Hub is not online.

  • use a pin clip pokes the pin-hole for one second, then release. Then blue indicator of the sensor will flash once, check whether there is a data update in the Mocereo APP; if there is no update, please contact MOCREO Support (contact@mocreo.com).

  • use a pin clip pokes the pin-hole for one second, then release. If the indicator light keeps flashing, please re-add this sensor in MOCREO App.

  • If the sensor data is still not updated through the above method, please contact MOCREO Support (contact@mocreo.com).

  • If the indicator light does not light up, the sensor is out of power. Please power the sensor first:

    • When charging, there will be a red indicator light on, and the red indicator light will go out after fully charged. Try the above steps again after the sensor is powered.

    • If the indicator light does not light up while charging, please contact MOCREO Support (contact@mocreo.com).

  • When you find that the sensor and hub are very close, the data is still often not updated, and the reason may be that the current hub environment has a large interference with the current hub channel (the default is channel 26). You can change the hub channel (Preferably channel 11) and re-pair the sensor to improve. The following is the guide on how to change the channel and pair the sensor:

How do I know which sensor card is the corresponding sensor?

  • Poke the pin hole of the sensor with the pin clip for 1 second, and then release it. After about 10 seconds, the background color of the coordinate sensor card on the app will flash once and change the color.

What should I do if the sensor temperature and humidity data are abnormal?

  • Check whether the sensor of abnormal data has been calibrated,[Home]>[Data detail]>[Sensor Setting]>[Callbration].

  • Put multiple sensors that have not been calibrated in the same environment to check whether the data is consistent. (The error does not exceed ±0.54°F (±0.3℃) and ±0.3%RH).

  • If the data is still different abnormally, please contact MOCREO Support (contact@mocreo.com).

What are the distances of the communication?

  • The distance between Hub and Sensor: For the indoor line-of-sight distance, it’s about 150ft (50m). In outdoor free space, it’s about 300ft (100m).

What is the maximum number of sensors each Hub could support?

  • One Hub only supports 16 devices, due to the memory constraints. And better to work with less than 16 connects to it directly. If there’s Zigbee router in between, that would be more stable.

How to switch the wifi connected to Hub?

You could go through the adding process of the hub again via the App to change the wifi that you want to connect to:
  • On the App, click the ‘+’ icon on the upper right

  • Choose hub, then go through the adding process:

    • Select ‘Connect to Wi-Fi’, select the new SSID that you want to connect to in Wi-Fi List, then input the wifi password.

After that, the hub will be connected to the new wifi.

How to connect to a hidden WiFi SSID?

The MOCREO products currently cannot support directly connecting to a hidden WiFi SSID. Below are two workarounds:

  • Workaround 1

    • Temporarily change the SSID of the Access Point into an available one.

    • Add the hub to your MOCREO account via MOCREO App/Web Portal.

    • After successfully having the hub added, you may make that WiFi into a hidden one.

  • Workaround 2

    • Find the Hub IP Address: On the MOCREO App/Web Portal> Menu> Settings> Hubs> Hubs Setting, when you will find the IP address of the Hub.

    • Log into the Hub Portal:

      • User Name: admin

      • Password: password

    • On the Hub Portal: Admin Settings> Setup> WiFi> Then you may input the WiFi that you prefer the Hub to connect. Then the Hub will connect to that WiFi SSID.

Can multiple users monitor at the same time?

  • Yes. One MOCREO account can be accessed by multiple devices (phones, tablets) at the same time (Supports up 3 devices)

  • You can use a different phone to log into the same account, and all the sensors will be displayed on that device, which means multiple people can monitor Temperature and humidity on the same hub simultaneously.

Can push alert be set for multiple email addresses when Temp/Humidity is exceeded?

At present, the MOCREO Sensor App only supports entering one email address to receive alerts, but you can automatically forward emails from a specific subject or from to others by setting mail forwarding rules, so that multiple users’ mailboxes can receive alerts email from MOCREO<noreply@mocreo.com> at the same time.

Can the Unit be placed on a spot out of wifi range?

  • The unit is not suitable to work properly under such conditions. Here is why:

    • The sensor itself doesn’t have the ability to cache the data, but the hub does.

    • After the hub was taken to a place where there is no wifi, as long as the hub was in power, the hub can cache the data, when the hub was connected back to the wifi, then the cache data will be uploaded to the cloud altogether, here is a crucial point: once the hub was powered off, then the cache data will be cleared.

    • Once the hub was disconnected from wifi, the hub will reboot, and the cache will be cleared.

    • Hence it is suggested to place the hub under the wifi.

Does the hub need a a/c or d/c power supply? or is it powered by the ethernet connection?

  • We have provided Hub with a 5V / 1A power adapter and charging cable for free, which can fully meet your American power specifications.

  • In addition, our products are also suitable for POE power supply, but POE adapters need to be purchased separately.

How to maintain effective signal transmission between sensor and Hub?

  • In general, when there are obstacles indoors, we recommend the distance between sensor and hub 10M-15M [39.8ft-49.2ft] (different obstacles have different effects on the strength of the signal, users need to test a reasonable distance)

  • In addition, you should pay attention to: hub and sensor keep away from metal objects and surfaces; install the hub as high as possible; keep the antenna of the hub upright.

  • These practices are conducive to improving the signal transmission distance and stability between sensors and hubs.

How to verify the effective communication distance?

  • At the expected installation location(of the sensor), insert the Pin Clip into the pin-hole and press once shortly (less than 1second, then release).

  • You may see the corresponding card ( of the sensor) blinks on the MOCREO App, indicating that the connection between the sensor and the hub is good.

Why is it necessary to keep Bluetooth on when the hub connect WiFi?

  • The function of turning on the Bluetooth on the mobile phone is to help the hub to search the nearby WiFi hotspot list and select the WiFi hotspot you want to link.

  • When you successfully connect the hub to WiFi, you can turn off Bluetooth without keeping Bluetooth on.

  • In other words, you only need to turn on Bluetooth when you are performing a hub connection WiFi operation.

What’s the MAC and IP address of my IoT Hub?

  • Hub MAC address

    • You may find out on your router’s device information page.

    • Or, please find the S/N on the bottom of the device.

    • The MAC address for WiFi is the same as the SN, the MAC address for Ethernet is the SN + 3.

    • for example, C44F33383271, then, the MAC Address for WiFi is: C4:4F:33:38:32:71; The MAC Address for Ethernet: c4:4f:33:38:32:74.

  • Hub IP address

    • Hub’s IP address can be seen in the left navigation bar of app -> Hubs-> Hub Settings

Hub status light

  • Purple breathing: running normally

  • Red Light: network connection problem

  • Blue Light: the hub is in setup mode

What might be the possible reasons if the sensor failed to be added to the hub?

  • Please make sure that the hub firmware is the latest version.

  • Incorrect adding process. Please re-add the device according to the instruction on the App.

  • The distance is too far away from the hub. Please reduce the distance between the hub and sensor. Then try to add the sensor again.

  • There are too many sensors under this hub. (16 utmost).

What might be the reasons if the climate sensor often goes offline?

  • The distance is too far away from the hub. Please reduce the distance between the hub and sensor.

  • Running out of battery. Please replace it with a new battery.

  • The sensor is installed on a metal surface, and the signal was interfered. Please move the sensor to another place.

What might be the reasons if the hub failed to be set up to the WiFi?

  • Check if the WiFi password is entered correctly.

  • Check if the router has connected to the Internet.

  • Check whether the WiFi signal of the router is weak. Please move the hub closer to the router and try again.

  • Check whether the WiFi chosen is 5GHz WiFi. Please switch to 2.4GHz WiFi and try again. (since the MOCREO hub cannot support 5GHz WiFi)

  • If the troubleshooting above does work, please try to set the hub up through the Ethernet cable:

  • Connect the hub to your router through an Ethernet cable

  • Power up the hub

  • After the Hub is powered on and flashes the breathing light, press and hold the button on the top of the hub until the blue breathing light flashes to enter the “Setup Mode,” then click the “Continue” button on the App

  • Select the hub and click the “Connect” button to complete the configuration

  • If the ethernet or LAN is unreachable:
    • Please click the “click here” at the bottom in the same page to use another way.

    • Copy the generated Setup Token (Each generated Token only valid for 10 minutes).

    • Then log into Hub Web Portal.

    • Link Hub with an Account.

Precautions about the sensor when is placed inside a freezer

  • Avoid placing near the condenser. The water vapor of the freezer entering the internal circuit board of the sensor will affect the measurement accuracy of the sensor.

  • Avoid the adhesive from being frozen.

Hub

How to upgrade Hub firmware in LAN?

  • Background

    • Hub needs to download new firmware from SyncSign’s OTA server and update it. However, individual users may encounter network freezes during the update process and cause the update to fail. This method provides instructions for establishing an OTA server in LAN and then performing firmware upgrades.

  • Specific Action Steps

  1. Install a small Web server

  • Choose a PC running Windows OS in the same LAN as the Hub;

  • Download and install the HTTP File Server (HFS) software on the PC; The method of downloading the HFS software:

Visit the link: https://sourceforge.net/projects/hfs/files/latest/download (After jumping to this link, the link will automatically download the installation package).

  1. Run the OTA server in the LAN

  • Run the HFS software on PC
    • Confirm that the Web service is running on the same network segment IP address as the Hub: [Menu] -> [IP address]-> Select IP

(Assume the current IP address of the Hub is 192.168.66.15, thus please select 192.168.66.229)
  • Import the latest OTA firmware of the Hub into HFS: [Menu] -> [Add files] -> latest.bin

  • Confirm that the URL of the firmware can be accessed in LAN, for example: http://192.168.66.229/latest.bin(You may enter the URL on another PC or smart phone in LAN via browser to confirm)

  1. Perform the upgrade

  • Provide the MOCREO Support (contact@mocreo.com) with: A) Hub’s SN; B) The available firmware URL(Verified in the steps above).

  • Finally, the MOCREO Support will try to upgrade the Hub (Note: the PC where HFS is installed needs to be turned on and running the server, the Hub needs to be kept online).

Battery

Does the sensor charge or replace the battery?

  • The sensor is rechargeable.

  • 1 Year Standby.

How do I know if the battery is used up?

  • You can find the battery level on the sensor card on the app.

How do I know if the sensor is fully charged?

  • When the sensor is charging, it will light up a red indicator light. When the red indicator light goes out, indicate the sensor is fully charged.

  • When the battery level is more than 90%, the charging is enough. The battery level is a reference value.

Data & Cloud

What is the method to store data? Is it sending data through your server in China?

  • The web service is hosted on AWS (US).

How often will the App refresh the data collected by the sensor?

  • The sensor measures temperature and humidity every 3 seconds. If the temperature change between two adjacent measurements exceeds 0.5 ° C or the Humidity change exceeds 6%, so long as one of these conditions is met, the current temperature and humidity data will be uploaded to the MOCREO cloud immediately and refresh on the App.

  • If the temperature and humidity do not exceed the ranges specified in #1, data will be uploaded to the MOCREO cloud every 10 minutes.

Zigbee Protocol

Is this an 802.11 device or an 802.15.4 device, or both? If it’s 802.15.4, which protocol are you using?

  • The Hub is using both 802.11 and 802.15.4.

E-mail

Do the push and email notifications require any ports to be opened on the local network firewall?

  • The hub must be able to access the Internet. The firewall should allow outbound to visit targeting ports 123, 80, 443, and 8883.

  • No inbound ports or NAT reversals are necessary to setup.

  • Open http://test.anypi.com:8883 on any browser, if you see a “OK”, then there is no problem with the firewall’s 8883 port.

What should I do if I cannot receive the verification code in my mailbox when registering an account?

  • Check the spam folder of your email box and see if you have received the email from <noreply@mocreo.com>.

  • If you still can’t find the email sent from the MOCREO team <noreply@mocreo.com>in the spam folder, please try the following steps:

  • Add noreply@mocreo.com to your email whitelist.

  • After adding the mailbox whitelist, relaunch the MOCREO App/Web Portal and re-register the account.

  • After 1-3 minutes, please check your email box to check if you can receive <noreply@mocreo.com> from the MOCREO team.

  • If the above steps still do not work, please try to use another email address, such as Gmail.

  • If you still cannot have a MOCREO account registered, we can manually help you to have your email registered on our end. Please contact us at contact@mocreo.com and provide us with the email address that you prefer to use as a MOCREO account.