Region: US and Canada
Sense needs a strong Wi-Fi connection to overcome any potential interference as it monitors electricity usage.
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Note: If you haven’t yet connected your monitor to the Sense app, which requires Bluetooth access, go to this article for help troubleshooting that connection issue. |
Here are some simple things you can try if you are having difficulty with the Wi-Fi connection once the app is installed and operational.
First, run a Network Connection Test in the app. The system may have done this automatically, in which case you can work with its results. The network connection test performs automatic diagnostics on your network, details any points of failure, and offers troubleshooting tips. Find this test at:
Settings > My Home > Sense Monitor
Once concluded, the Network Connection Test will identify a possible cause and offer troubleshooting assistance. The Sense Help Center offers an article for each issue and offers advice on how to troubleshoot the apparent cause.
Or you might also look into issues that can arise in three possible areas: the hardware, the signal strength, and network connection:
Hardware: Double-check the hardware to ensure that:
- the Wi-Fi antenna is correctly installed outside of your panel box
- the Sense monitor is turned on (look for lights in the ports)
- your Wi-Fi router is working properly on other devices
- there is a consistent internet connection
Signal strength: If you are still unable to connect your Wi-Fi network, there could be an issue with your network’s signal strength. It can be too weak, but it can also be too strong. We recommend you position your Sense monitor at least five (5) feet from the Wi-Fi router but no farther than 20 feet away. You may need to either move the router or add a router extender to ensure that proximity.
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Note: You can check signal strength using a variety of mobile apps. Just search "Wi-Fi signal strength" in your app store or reach out to Sense Support for a recommendation. The Sense app reports up to -75dB as “good,” but from house to house there are many variables that impact this measurement. If your range is between -65dB and -75dB and signal strength seems to be an issue, move the router closer. |
Network connection: If you have multiple routers or access points, make sure the one that is closest to your Sense monitor has a different network name (SSID) from the others, so that your Sense monitor doesn't accidentally try to connect to one of the farther access points. If you search the list of available Wi-Fi networks but don’t see the one you want, select “Other Network” and enter its details.
If you try all these options and there is still no connection, please contact Sense Support. Let us know what you've tried and what results you got. It is helpful if you include the serial number in your email. Find the serial number in the app as well:
Settings > My Home > Sense Monitor