What should I do when my sensor fail to work?（ST3/ST4 Sensor）

1. Check the status of your hub: Ensure that your hub is online before troubleshooting the sensor issue. You can do this by clicking on the “Menu” button in the top left corner of the app’s main interface, selecting “Hubs,” and checking the color status of the hub card.

   1. If the hub card is gray, it means the hub is offline.

   2. If the hub card is green, it means the hub is online.

• If your hub is online and the sensor is still not working, continue with the following steps. If your hub is offline, you first need to click here to learn how to troubleshoot and solve your Hub offline problem.

Sensor offline problem solution

1. First, determine how long it has been since your sensor last updated data.If it has been a long time since the last update, you need to charge the sensor using the provided power adapter and cable until the red indicator light goes off.

2. Place the offline sensor near the hub and try pressing the Sensor pinhole for 1 second to bring the sensor back online.

3. If it is not resolved,place the offline sensor near the hub and try re-adding it using the MOCREO Sensor app to restore its functionality.

4. If still not resolved,you can also add your sensor through the Hub Portal, as this process is more stable since it is completed directly between the hub and sensor, without involving the client (app/portal).

5. If the issue persists after trying the above steps, please contact MOCREO at (contact@mocreo.com) for further assistance.

• Additionally, once the sensor is back online, you can click on this link Zigbee signal optimization solution，to learn how to further improve the sensor signal level by optimizing the deployment environment.