Troubleshooting Guide: Label Activation & Connectivity

IMPORTANT: This is not a Frequently Asked Questions (FAQ) article. If you're not experiencing a specific issue, we recommend referring to other documentation or reaching out to your account manager for general inquiries. This article is designed to help troubleshoot specific problems during or after Label activation.

1. Activation Issue: Label Not Showing Activation Event

2. Activation Issue: Label Stopped Reporting

3. Connectivity Issue: Missing Messages from Label

4. Alert Issue: Missed Notification

5. Location Issue: Reported Location Doesn’t Match Actual Location

 

1. Activation Issue: Label Not Showing Activation Event

Symptom:
You peeled the magnet, but the activation event is not visible — it appears as though the Label wasn’t activated.

Possible Root Cause 1: Label not linked to your account

Fix: Please contact support@sensos.io to ensure the Label is properly associated with your Sensos account.

Possible Root Cause 2: Label couldn’t connect to the network

This may be due to:

• The Label is in a location with poor signal reception

• The cellular carrier doesn't support the activation country

• Connectivity is delayed due to low reception

• A rare Label malfunction

Fix:

• Move the Label to a different area:

  • Urban? Ensure it’s not inside a structure that blocks signals (e.g., concrete walls, basements)

  • Rural? Try changing the label's physical location

• Avoid restricted environments: Don’t activate Labels in freezers or metal containers

• Check country compatibility: Review supported countries and global coverage carrier comparison

• Wait up to 30 minutes: The Label may be trying to connect in low-signal conditions

• Use the test button:

  • If the LED blinks blue: The Label is functioning, give it time to connect

  • If no blue blink: The Label may be defective. Use another label and contact Sensos support — we’ll provide a replacement

2. Activation Issue: Label Stopped Reporting

Symptom:
The Label was working but has since stopped reporting location or status updates.

Possible Root Causes:

• The shipment entered a country with no coverage

• The Label is located in a signal-blocking area

• Packaging is interfering with reception (e.g., inside a metal container)

• The Label was physically damaged

• The battery depleted before the shipment reached its destination

Fix:

• Check if the country is supported by Sensos

• Move the Label to an area with better signal coverage

• Ensure the Label is not enclosed in thick materials that block signals

• Inspect for damage — send a photo to support@sensos.io for evaluation

• Review your configuration and battery settings
  See our article on Battery Life for tips on optimizing performance

• Contact Sensos support to optimize the Label reporting plan

3. Connectivity Issue: Missing Messages from Label

Symptom:
You’re not receiving events or messages from the label.

Possible Root Causes:

• The Label is currently in flight or in ocean transit

• It’s located in an area with limited reception

Fix:

• Wait for the airplane to land or for the vessel to arrive at port

• Relocate the Label to an area with stronger signal

4. Alert Issue: Missed Notification

Symptom:
You expected an alert (e.g., temperature threshold breach), but didn’t receive one.

Possible Root Causes:

• Alert thresholds are not correctly configured

• Notification recipient (email/web-hook) is not set up

Fix:

• Go to Set Management or use the API endpoint to verify and adjust alert thresholds and sensitivities

• Ensure your email or web-hook address is correctly configured in the set

5. Location Issue: Reported Location Doesn’t Match Actual Location

Symptom:
The Sensos platform shows a different location than where the shipment actually is.

Possible Root Causes:

• The location source is not optimized

• GPS was requested, but another method (Cellular or Wi-Fi) was used

• The label’s position hasn’t updated recently

Fix:

• Review the location source settings:

  • Wi-Fi and GPS offer better accuracy than Cellular

  • Keep Wi-Fi in ‘always-on’ mode for better performance

  • Use GPS in ‘only when needed’ mode to conserve battery

• Ensure the label isn’t in a sealed or enclosed space that blocks GPS signals

• Check the timestamp of the last report — it may be scheduled to update later

  • To receive more frequent updates, consider increasing the report frequency

 

If none of the steps above resolve your issue, please reach out to our support team at support@sensos.io with a description of your issue and Label ID.

 

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