If your Cloud Connector appears online in the Equipment list but no sensors are reporting data, there may be a connectivity or proximity issue. Follow these steps to troubleshoot and get your sensors communicating.
To edit Remote Monitoring settings, you must have the "Edit REM" permission. For more information on different role permissions visit Edit Role Permissions.
Check the Cloud Connector Light
- If the LED light on your Cloud Connector is white, the Cloud Connector is online and functioning.
- If you're using a network cable (Ethernet), continue below to If Using Wired Ethernet
- If you're using wireless connection (no Ethernet cable), continue below to Check Sensor Proximity
- If the LED light on your Cloud Connector is Red or there is no light, the Cloud Connector may be offline. See Cloud Connector Offline Troubleshooting for further instructions.
If Using Wired Ethernet
- Contact your internal IT support to confirm:
- The Ethernet port is active and not disabled
- The Cloud Connector is connected to a live hub, switch, or router
- The device has been assigned a valid internal IP address
- No firewall or network policy is blocking internet access
- If your IT team has verified these items and you're still not receiving sensor data, continue to Check Sensor Proximity
Check Sensor Proximity
- Make sure your sensors are within range of the Cloud Connector. Move an active sensor into the same room as the Cloud Connector.
- Wait 30-60 minutes to see if data begins reporting
- Alternatively, move the Cloud Connector closer to a group of sensors (within 25-50 ft)
- If walls are present, reduce the distance
- Wait 30-60 minutes and check for data
- If no data appears after an hour, continue to Try Adding a New Sensor
Try Adding a New Sensor (if available)
If you do not have an unused sensor, skip to Collect Sensor IDs for Support
- From the Menu, tap Remote Monitoring
- Tap the + icon in the top right corner
- Tap Add Equipment
- Name the Equipment and select a template, then tap Save and Continue
- Scan the sensor's QR code
- If a pop-up appears stating that Ecolab KitchenIQ™ would like access to the camera, select allow
- Name the sensor and tap Save and Continue
- Keep the sensor within 5-10 ft of the Cloud Connector. Wait 30-60 minutes to see if data begins reporting
- If no data appears, continue to Collect Sensor IDs for Support
Collect Sensor IDs for Support
If sensors still aren't reporting:
- Open your device's camera app (not the KitchenIQ app) and scan the sensor's QR code
- Tap the Search Prompt when it appears
- A browser will open showing a 20-character sensor ID. Copy or write it down.
- Do this for at least one affected sensor. You can repeat these steps and collect more if needed
- Submit a support ticket and provide the sensor ID(s) for further assistance
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