HVAC Thermostat
      Back to home
      1. GlacierGrid Help Center
      2. Troubleshooting Your System
      3. HVAC Thermostat

      My zone sensor doesn't have power, got damaged, or is offline.

      Is your zone sensor facing power, damage, or connectivity challenges? Let's explore solutions together.

      1-2

      Encountering issues with your zone sensor's power, damage, or connectivity can disrupt your smart environment. We're here to provide you with a step-by-step guide to effectively troubleshoot and resolve these concerns.

      We currently support two types of zone sensors:

      • Ecobee Zone Sensors

      • GlacierGrid / Milesight Zone Sensors

      Zone Sensor Lacks Power:

      If your zone sensor is not functioning due to power depletion, there is one easy solution! 

      • Ecobee Sensors
        • Battery Replacement: Replace the existing battery with a 3-volt CR-2477 battery. This straightforward solution should restore power to your zone sensor, allowing it to function optimally once more.
      • GlacierGrid / Milesight Sensors
        • Battery Life: Your zone sensor is in it for the long haul, boasting a battery life of up to 10 years.
        • Battery Replacement: The battery is designed to be easy to access and replace, the sensors utilize a 4000 mAh battery. If you need to replace the battery, contact support@glaciergrid.com for assistance.  

      Zone Sensor is Damaged:

      Should your zone sensor sustain damage, rest assured that we're here to help. For both sensor Types: 

      • Reach Out to Support: Contact our support team at support@glaciergrid.com to initiate the process of requesting a replacement for your damaged zone sensor. We are committed to ensuring that your smart environment operates smoothly.

      Zone Sensor is Offline:

      If your zone sensor appears to be offline, here's how to address this situation:

      • Ecobee Sensors
        • Power Cycle: Temporarily remove the battery in the rear of the sensor. After 2 minutes, reinsert the battery. 
        • Enhance Connectivity: Temporarily move the zone sensor closer to the thermostat. This approach often helps re-establish the sensor's connection to the system. Once reconnected, you can explore finding a more optimal location that maintains stable connectivity.
          • Do not place in direct sunlight
          • Put it where guests and employees won't see it and can't access it easily 
      • GlacierGrid / Milesight Sensors
        • These sensors use LoRaWAN to communicate. If the device is offline:
          • Check if your HUB is online. 
          • Reboot your thermostat and check if the sensor reconnects afterwards.
        • If issues persist, contact support@glaciergrid.com for further troubleshooting.

      Note: Our system still keeps an eye on temperature consistency between your thermostat and zone sensor. If there’s a noticeable difference (2°F or more), we take action to help maintain comfort. If the connection between the thermostat and the zone sensor is temporarily lost, we’ll continue to use the zone sensor’s reading to make sure your space stays comfortable by triggering heating or cooling when needed.

      We understand the importance of a seamlessly functioning smart environment, and we're dedicated to assisting you throughout these challenges. If you continue to experience difficulties, don't hesitate to reach out to our support team for personalized guidance and assistance.