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Sensor issue affecting serial numbers beginning M7190

What is the issue?

For a particular batch of sensor cables, one of our suppliers used an out of spec component while manufacturing the connectors on the cables. As a result, these sensors may not have a reliable connection to your monitor. This is not a safety issue as the sensors transmit only low voltage signals.


Is this a safety issue? 

No. This is not a safety issue as the sensors transmit only low voltage signals.


How do I know if I am affected? 

We’ve sent emails to all customers with affected monitors. Only monitors with serial numbers beginning M7190 are affected by this manufacturing problem. Your serial number is listed in the Sense app under Settings > My Home > Sense Monitor.


How does it affect my experience with Sense? 

It affects the signal integrity and accuracy needed to detect devices in the home. There may be additional noise in the signal caused by the loose connection of the sensors to the monitors.

Symptoms include:

(1) Stuck in signal check. In Settings > My Home > Sense Monitor you will see a progress bar indicating that signal check is 0% complete or still in progress.

(2) Incorrect reporting of total home wattage. If you turn on a device in your home, the total wattage displayed on the Now screen may not change.


If I am affected what should I do?

Please follow the instructions provided in the email so that we can either work with you on a solution, replace, or refund your monitor. While you may not be experiencing any symptoms currently, the nature of this issue means that over time, the connection might become loose. We would encourage you to return this now.

 

I selected “Wait for the Fix.” What is the fix and when will we receive it?

The fix is a short extension cable that is compatible with the out of spec sensor connector and will securely connect the sensors to the monitors. We expect it to take approximately four weeks to build and are currently working with manufacturing to flesh out the timelines.


Why do I have to replace the whole unit, why not just swap out the sensors?

Even though your monitor is not affected, we need to swap out both the monitor and the sensors because we calibrate these as a paired set. Your replacement will be sent with a new monitor paired to the new sensors. It is very important that your electrician replace both items in order to ensure system accuracy.


If I have Sense Solar, are the solar sensors also affected?

No. If you have Sense Solar, your electrician will only need to replace the monitor and the standard set of sensors. You will not need to replace the solar sensors because these were produced at a different time than the monitor sensors. The issue is isolated to one small batch of monitor sensors only.


What are you doing to prevent this from happening?

Although we conduct rigorous quality tests during manufacturing, this problem only occurs after repeatedly connecting the sensor to the monitor. (It was connected in the factory for testing, and then again in your home.) We are now developing additional quality tests to address this during manufacturing. We are also conducting new signal tests to verify the performance of all installed monitors.