All my sensors stopped at once

For: Admins and Managers

If multiple sensors stopped reporting at the same time, the Hub is almost always the cause. Work through these steps in order.

Step 1: Check Hub power

Check that the power adaptor cable is securely connected to the Hub and that the adaptor block is firmly plugged into the wall socket.
Check the small blue indicator light on the adaptor block:
- Flashing blue — the adaptor is faulty. Contact [email protected].
- Solid blue — the adaptor is supplying power correctly. Continue to Step 2.
If the Hub shows no lights at all, try a different wall outlet.
If the Hub still doesn't power on after trying a different outlet, contact [email protected].

[Screenshot placeholder: Hub front panel showing Power, Network, and RF lights]

With the Hub powered on, check the indicator lights against the healthy state below. This will immediately tell you where the problem is.

A healthy Hub shows:

Power light (Red) — solid red continuously
Network light (Green) — flashing when sending data; solid for 2 seconds after a successful send; slow flash when idle
RF light (Blue) — brief flash each time a sensor reading is received

For a full breakdown of every light pattern, see the Hub Indicator Lights Reference.

If the Network light looks abnormal, skip to Step 4. If all lights look healthy but readings still aren't appearing, continue to Step 3.

If readings don't return after an hour, continue to Step 4.

If the Hub has power but sensors are still not reporting, the issue is likely network connectivity. Follow the steps for your Hub model.

If you have a LAN Hub (WH-2):

Check that the Ethernet cable is securely plugged into the LAN port on the Hub and into your router or network switch.
Try a different port on the router.
Try a different Ethernet cable.
Confirm your router is powered on and has internet access — restart it if needed.
If your site has a managed network or firewall, confirm with your IT administrator that outbound access to admin.lora.safefoodpro.co.nz via TCP port 3000 is open and not blocked.
If the issue isn't resolved, contact [email protected].

If you have a 4G Hub (WH-3):

Confirm the Hub is in a location with adequate mobile reception — metal enclosures and basement locations can significantly reduce signal.
Check that the 4G antenna is screwed on firmly.
Eject the SIM card from the Hub, re-insert it to confirm proper seating, then power cycle the Hub.
Confirm the SIM card is active and has data credit. [Placeholder: SIM management process — AU/NZ to be confirmed before publishing.]
If the issue isn't resolved, contact [email protected].

If you've worked through these steps and the issue isn't resolved, contact [email protected].

To help us diagnose the issue faster, include: