What to Do When a Sensor Stops Reporting
A sensor that stops reporting does not mean a sensor that has failed. The VIE fleet has recorded one hardware sensor failure since deployment began. Gateway failures stand at zero. When a sensor drops off, the first question to ask is not what went wrong with the hardware. It is where in the communication path the signal stopped.
Work through the following checks in order. Each step rules out a cause before moving to the next.
Step 1: Check Gateway Connectivity
Open myVIE and confirm whether the gateway serving the affected sensor is showing as online.
If the gateway is offline, the sensor may be functioning normally but has nowhere to transmit. Gateway connectivity issues account for the majority of apparent sensor reporting failures.
Check the following:
- Is the gateway powered? Confirm power supply continuity at the installation point.
- Is the LTE signal adequate at the gateway's installed location? Environmental changes — new structures, dense vegetation growth, equipment repositioned near the gateway — can degrade signal that was acceptable at installation.
- For gateways using wired Ethernet or Wi-Fi: confirm the network connection at the gateway is active and that the upstream network is functioning.
If the gateway comes back online after addressing a power or connectivity issue, confirm that the affected sensor resumes reporting. Gateway auto-recovery will re-establish the upstream connection and transmit any buffered data. If sensors resume reporting once the gateway is back online, no further action is needed.
Step 2: Check BLE Range and Environment
If the gateway is confirmed online but the specific sensor is still not reporting, the issue is likely in the BLE link between the sensor and the gateway.
The sensor communicates with the gateway over BLE 5.0 with a specified range of 100 meters. That range assumes a reasonably unobstructed path. Industrial environments change over time.
Check the following:
- Has any new equipment, structure, or material been placed between the sensor and the gateway since installation? Large metal structures, stored equipment, or parked vehicles can attenuate BLE signal significantly.
- Has the gateway been moved or repositioned since installation? Confirm it is still within 100 meters of the sensor and that the path is not newly obstructed.
- Are other sensors served by the same gateway reporting normally? If yes, the issue is localized to the affected sensor's link, not the gateway. If no, the gateway itself may need attention.
If a physical obstruction is identified and can be removed, remove it and confirm whether the sensor resumes reporting. If the environment has changed permanently, assess whether the gateway needs to be relocated to maintain adequate BLE coverage.
Step 3: Check the Sensor Physically
If gateway connectivity and BLE range are confirmed but the sensor is still not reporting, a site visit is required to inspect the sensor directly.
On site, check the following:
- Is the sensor still physically attached to the transformer tank? Run a visual inspection of the bonded surface. Check for any visible gap between the sensor body and the tank wall.
- Is the LED status indicator on the sensor responding? The LED provides status information about the sensor's operational state. Consult the VIE sensor LED indicator guide for the specific pattern meanings.
- Is there visible physical damage to the sensor body? Impact damage, chemical exposure, or extreme thermal events can affect sensor function even when the enclosure appears intact.
If the sensor is attached, the LED is responding, and there is no visible damage, contact VIE support with the sensor ID, gateway ID, and the results of steps one through three. VIE support can run remote diagnostics on the sensor and gateway communication logs to identify the issue.
Step 4: Reattach a Detached Sensor
Sensor detachment is the most common physical failure mode. It is most likely to occur in environments with high structural vibration, extreme thermal cycling, or surface preparation that was incomplete at installation.
To reattach:
1. Remove the sensor from the tank surface if it is partially detached.
2. Clean the tank surface thoroughly following the same procedure as the original installation: grind to bare metal, wipe with alcohol, allow to dry completely.
3. Inspect the sensor's bonding surface for residual epoxy or damage. Clean as needed.
4. Apply fresh two-part epoxy and bond the sensor following the procedure in [How to Install a VIE Sensor: Self-Install Guide].
5. Apply Adiseal sealant around the full sensor perimeter after the epoxy has set.
6. Photograph the reinstalled sensor and update the installation record in DeployVIE.
7. Confirm the sensor resumes reporting in myVIE before leaving the site.
If the same sensor detaches again shortly after reattachment, the surface preparation may be insufficient or the substrate may have a condition (corrosion, contamination, surface treatment) that prevents reliable bonding. Contact VIE support to discuss alternative bonding approaches for the specific surface condition.
Step 5: Contact VIE Support for Hardware Replacement
If the sensor has been confirmed attached, the gateway is online, BLE range is not the issue, and the sensor is still not reporting after the above steps, the sensor may require replacement.
Contact VIE support with:
- The sensor ID (from the DeployVIE installation record or the QR code on the sensor)
- The gateway ID serving the affected sensor
- A summary of the steps completed and the results of each
- Any photos of the sensor and its installation environment
VIE support will confirm whether a hardware replacement is warranted and initiate the RMA process. Replacement sensors are shipped with the same QR code registration process used in the original installation.
Putting the Failure Rate in Context
One sensor hardware failure has been recorded across the entire VIE deployed fleet since the platform launched. The gateway failure rate is zero.
If a sensor in your deployment stops reporting, it is statistically far more likely that you are looking at a connectivity interruption than a hardware failure. Step one resolves the majority of reported sensor outages without a site visit. Work through the decision tree before assuming a hardware problem. The data says you probably will not need step five.