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Protect Sensor Reports Failure then OK

walkerx
Community Member

After recent power cut, I thought would check my protect sensors and noticed that one of them is constantly showing the following error. 

sensor.png

The units are all hard-wired (we have 3) and the others are fine, it's just one sensor. All were purchased May 2019 and installed in June 2019 and have until Oct 2028 before they expire.
Not sure what is causing this as seems to be roughly the same time each day, I get no notifications to say there is a problem and if I perform a manual check-up, it reports everything is fine.

All units are on the same network and connect to the 2.4Ghz band (which can't be split from the 5Ghz) - I'm using an ASUS ZenWifi XT8 in router mode.

I did try chatting to UK Google support but it kept saying contact during support hours of which I was, so unable to get official support

Grateful for any advice, as I don't wish to have to purchase a single unit or replace my whole system as would expect them to last longer than 3 years, when my older system lasted over 20

I have thought about moving the one sensor to a floor that's not really used to see if it's the location but have so far put that off as will require power turning off, disconnecting and switching over and powering all back up to see if we get the same problems

1 Recommended Answer

walkerx
Community Member

I managed to resolve myself, but it highlights failings with the product/app

If there is a sensor failure why are there no notifications in the app on that day, no push notifications or emails sent?

Why doesn't it state which sensor has failed?

Why does the app say sensor failed then immediately say all ok?

Why can't you view the history for the current day during the day and have to wait until next day?

Why are the notices in the app meaningless and don't give you any idea of what is the cause of the failure?

 

 

View Recommended Answer in original post

7 REPLIES 7

AlexD
Community Specialist
Community Specialist

Hi there. Thanks for reaching out to us here @walkerx . I would be happy to try and assist, sorry for the late reply.

 

UK support should be open between 08:00 - 19:00 weekdays and 09:00 - 17:00 weekends. They should be available within this time frame. Here is the link just so you have it on hand.

 

Is it still doing the same behavior around the same time of day? 

 

 

george_t
Community Specialist
Community Specialist

Hi @walkerx. Did you manage to get in touch with our colleagues?

GeorgeT

walkerx
Community Member

I managed to resolve myself, but it highlights failings with the product/app

If there is a sensor failure why are there no notifications in the app on that day, no push notifications or emails sent?

Why doesn't it state which sensor has failed?

Why does the app say sensor failed then immediately say all ok?

Why can't you view the history for the current day during the day and have to wait until next day?

Why are the notices in the app meaningless and don't give you any idea of what is the cause of the failure?

 

 

DragosC
Community Specialist
Community Specialist

Thanks for letting us know @walkerx

Thanks for letting us know. That's fantastic news. We can look into the notifications not arriving if you want. It might have been a bug. You can try to reinstall the app, clear the cache and cookies and. As for the live energy history, this is how the app is designed to work. We can't do much here, but you can leave a feedback here about it: https://goo.gle/33uLTYZ

george_t
Community Specialist
Community Specialist

Hi @walkerx. Did you manage to read the last message from my colleague? Is there anything else we can assist you with at the moment?

GeorgeT

walkerx
Community Member

nothing else as it does seem to be the nest product that is the problem in sending out the notifications, as they are not blocked and notifications from other systems work fine

DragosC
Community Specialist
Community Specialist

Understood. We're sorry for the inconvenience. I'll have to close this thread. Should anything else come up, please open another thread and we'll take it from there. Have a good one and stay safe!