Troubleshooting Guide

Power Failure Alert | Water Detector | Water Level Alert | Malbox Alert | Long Range Malbox Alert

Power Failure Alert

Symptom Cause Solution
Unable to see SASensor-###### network during setup Device is not plugged in or not getting power from the USB power supply.

Make sure the power cord is plugged in all the way into USB power supply.

Try using a different wall receptacle.
Device is already configured with WiFi network.

If the saved network name/password is incorrect, reset your device to the factory settings.
Cannot connect to SASensor-###### network even though I can see it Some smart phones are known to have issues.
  • if you see this option, Forget the SASensor-###### network on your phone/tablet/laptop
  • turn WiFi OFF an back ON on your phone/tablet/laptop
  • try to connect to your device

Alternatively, use a different phone/tablet/laptop to configure your device.
After multiple attempts to connect your device needs a reboot.
  • unplug your device from the AC receptacle
  • open your device
  • remove one AAA battery for 10-15 sec
  • put the battery back in
  • plug your device back into AC receptacle
  • try to connect to your device
You reset your device to the factory settings and it needs a complete reboot.
  • unplug your device from the AC receptacle
  • open your device
  • remove one AAA battery for 5-15 min
  • put the battery back in
  • plug your device back into AC receptacle
  • try to connect to your device
Cannot configure Device with my WiFi network MySpool devices work only with 2.4GHz network. Make sure you are connecting to a 2.4GHz network
Initial handshake between your device and your router is taking longer than expected. Follow this guide to connect your device.
Alerts WiFi Manager does not open Some smart phones/tablets have a setting preventing auto launch of the Alerts WiFi Manager. Connect your phone/tablet to the SASensor-###### network. When connected, open a browser window on the same device and go to http://10.10.4.1
I finished all 3 Steps from the Setup Instructions and do not see my device under "My Devices" Your phone/tablet/computer is connected to a VPN or a Cellular network. Connect your phone/tablet to the same WiFi your device is connected to. Make sure the VPN on your phone/tablet is OFF. Logout from MySpool.com account and log back in.
We are unable to automatically register your device with your account due to setup of your local network. Register your device manually. You will need your device ID in order for this to work. If you do not know your device ID, you may need to reset your device to the factory settings in order to get it.
Device worked during setup, does not work when installed Weak WiFi network.

To check the level of WiFi signal you can install a free WiFi Analyzer App on your phone.

If your signal level is less than -70 dBm (e.g. -75 dBm is less than -70 dBm) you may need to install a Wi-Fi Range Extender
Device Stopped working after weeks/months WiFi router issues.

Reset your router. Sometimes a simple power down/power up cycle will do.

When your router is back up, reboot your device.

Note: we only recommend making changes in the 'Configure Device' area once this problem has been resolved.
Original WiFi name/password were changed due to router/modem replacement or a switch to a different provider.

Reset your device to the factory settings and connect to your WiFi.
The device is not getting power from the USB power supply. Replace the power supply. Make sure the replacement unit is rated at 1A and higher.
Pushbullet notifications stopped working Pushbullet may become inactive if users do not login. Re-start your pushbullet client on a desktop or phone and check Notifications
My device sends Power ON alerts and does not send Power OFF Your device's batteries got loose in transit or batteries charge is insufficient. Follow this guide to troubleshoot.
An electrical spike on the line or a sporadic voltage drop may cause these. Do not be concerned if you sometimes get a Power ON alert without getting a Power OFF alert first. These may be caused by an electrical spike on the line or a sporadic voltage drop. Either one may cause your device to restart - this is what a single Power ON alert signifies. If you get one without getting a Power OFF alert first, you can ignore it.
Internal 3xAAA batteries were replaced.

Your device needs to be re-calibrated.

  • if your device is plugged in then unplug it. If it is unplugged - plug it back in, wait 2 min, and unplug it
  • leave your device unplugged till the green light turns OFF. It may take up to 30 min. If your device does not have a green light, leave it unplugged for 30 min
  • plug your device back into AC and wait 2 min
  • unplug your device and leave it unplugged till the green light turns OFF. If your device does not have a green light, leave it unplugged for 30 min
  • plug your device back into AC
  • unplug your device. The green light should go OFF within 1 min and you should receive an OFF alert this time
WiFi is not available during a power outage. Plugin your modem/router into a UPS battery backup to keep WiFi running during power loss.

 

Water Detector

Symptom Cause Solution
Unable to see SASensor-###### network during setup Device is not plugged in or not getting power from the USB power supply.

Make sure the power cord is plugged in all the way into USB power supply.

Try using a different wall receptacle.
Device is already configured with WiFi network.

If the saved network name/password is incorrect, reset your device to the factory settings.
Cannot connect to SASensor-###### network even though I can see it Some smart phones are known to have issues.
  • if you see this option, Forget the SASensor-###### network on your phone/tablet/laptop
  • turn WiFi OFF an back ON on your phone/tablet/laptop
  • try to connect to your device

Alternatively, use a different phone/tablet/laptop to configure your device.
After multiple attempts to connect your device needs a reboot.
  • unplug your device from the AC receptacle
  • wait 10-15 sec
  • plug your device back into AC receptacle
  • try to connect to your device
You reset your device to the factory settings and it needs a complete reboot.
  • unplug your device from the AC receptacle
  • wait 5-15 min
  • plug your device back into AC receptacle
  • try to connect to your device
Cannot configure Device with my WiFi network MySpool devices work only with 2.4GHz network. Make sure you are connecting to a 2.4GHz network
Initial handshake between your device and your router is taking longer than expected. Follow this guide to connect your device.
Alerts WiFi Manager does not open Some smart phones/tablets have a setting preventing auto launch of the Alerts WiFi Manager. Connect your phone/tablet to the SASensor-###### network. When connected, open a browser window on the same device and go to http://10.10.4.1
I finished all 3 Steps from the Setup Instructions and do not see my device under "My Devices" Your phone/tablet/computer is connected to a VPN or a Cellular network. Connect your phone/tablet to the same WiFi your device is connected to. Make sure the VPN on your phone/tablet is OFF. Logout from MySpool.com account and log back in.
We are unable to automatically register your device with your account due to setup of your local network. Register your device manually. You will need your device ID in order for this to work. If you do not know your device ID, you may need to reset your device to the factory settings in order to get it.
Device worked during setup, does not work when installed Weak WiFi network.

To check the level of WiFi signal you can install a free WiFi Analyzer App on your phone.

If your signal level is less than -70 dBm (e.g. -75 dBm is less than -70 dBm) you may need to install a Wi-Fi Range Extender
Device Stopped working after weeks/months WiFi router issues.

Reset your router. Sometimes a simple power down/power up cycle will do.

Note: we do not recommend making any changes in the 'Configure Device' area until this problem has been resolved.
The device is not getting power from the USB power supply. Replace the power supply. Make sure the replacement unit is rated at 1A and higher.
Original WiFi name/password were changed due to router/modem replacement or a switch to a different provider.

Reset your device to the factory settings and connect to your WiFi.
Pushbullet notifications stopped working Pushbullet may become inactive if users do not login Re-start your pushbullet client on a desktop or phone and check Notifications
Device sends false water alerts Corroded, dirty, or shorted sensor pad

Make sure the sensor pad is dry, clean, not corroded, and not touching any conductive surfaces

Corroded sensor pad needs to be replaced.
Device is too sensitive Follow this guide to adjust sensitivity of your device.
Sensor board is unplugged from the main board
  • open your device
  • locate the sensor board (small board with green LED)
  • push the board all the way into black connector on the main board
Device failed to send an alert during power outage WiFi is not available during a power outage. Plugin your modem/router into a UPS battery backup to keep WiFi running during power loss.

 

Water Level Alert

Symptom Cause Solution
Unable to see SASensor-###### network during setup Batteries popped out in transit.

Open the device and reset batteries. Sometimes tin leads need to be bent inwards a little for better contact. When SASensor-###### network is being broadcast, the device is waiting to be configured with WiFi and steady blue LED is lit.
Device is already configured with WiFi network.

If the saved network name/password is incorrect, reset your device to the factory settings.
Cannot connect to SASensor-###### network even though I can see it Some smart phones are known to have issues.
  • if you see this option, Forget the SASensor-###### network on your phone/tablet/laptop
  • turn WiFi OFF an back ON on your phone/tablet/laptop
  • try to connect to your device

Alternatively, use a different phone/tablet/laptop to configure your device.
After multiple attempts to connect your device needs a reboot.
  • open your device
  • remove one AAA battery for 10-15 sec
  • put the battery back in
  • bring float to the top of the switch for 2 sec. Let it go when the blue LED turns ON
  • try to connect to your device
You reset your device to the factory settings and it needs a complete reboot.
  • open your device
  • remove one AAA battery for 5-15 min
  • put the battery back in
  • bring float to the top of the switch for 2 sec. Let it go when the blue LED turns ON
  • try to connect to your device
Cannot configure Device with my WiFi network MySpool devices work only with 2.4GHz network. Make sure you are connecting to a 2.4GHz network
Initial handshake between your device and your router is taking longer than expected. Follow this guide to connect your device.
Alerts WiFi Manager does not open Some smart phones/tablets have a setting preventing auto launch of the Alerts WiFi Manager. Connect your phone/tablet to the SASensor-###### network. When connected, open a browser window on the same device and go to http://10.10.4.1
I finished all 3 Steps from the Setup Instructions and do not see my device under "My Devices" Your phone/tablet/computer is connected to a VPN or a Cellular network. Connect your phone/tablet to the same WiFi your device is connected to. Make sure the VPN on your phone/tablet is OFF. Logout from MySpool.com account and log back in.
We are unable to automatically register your device with your account due to setup of your local network. Register your device manually. You will need your device ID in order for this to work. If you do not know your device ID, you may need to reset your device to the factory settings in order to get it.
Device worked during setup, does not work when installed Weak WiFi network.

To check the level of WiFi signal you can install a free WiFi Analyzer App on your phone.

If your signal level is less than -70 dBm (e.g. -75 dBm is less than -70 dBm) you may need to install a Wi-Fi Range Extender
Device Stopped working after weeks/months WiFi router issues

Reset your router. Sometimes a simple power down/power up cycle will do.

Note: we do not recommend making any changes in the 'Configure Device' area until the problem has been resolved.
Weak WiFi network.

To check the level of WiFi signal you can install a free WiFi Analyzer App on your phone.

If your signal level is less than -70 dBm (e.g. -75 dBm is less than -70 dBm) you may need to install a Wi-Fi Range Extender
Original WiFi name/password were changed due to router/modem replacement or a switch to a different provider.

Reset your device to the factory settings and connect to your WiFi.
Internal batteries are depleted Open your device and replace 3xAAA batteries. You do not need to reconnect your device to your WiFi after it is done.
Bad float sensor.
  • open your device
  • remove one AAA battery
  • unplug the sensor wire from the main connector. Do not pull the wire; instead, pry the white connector out with a small flat screwdriver
  • put the AAA battery back into the battery clips
  • locate a small button labelled "Test" ("Sensor" on older models) and press it for two seconds
  • check if you receive a notification

If you receive a notification, the sensor on your device may need to be replaced. We recommend following the above steps a few times and ensuring consistent results.
Pushbullet notifications stopped working Pushbullet may become inactive if users do not login Re-start your pushbullet client on a desktop or phone and check Notifications

 

Mailbox Alert

Symptom Cause Solution
Unable to see SASensor-###### network during setup Batteries popped out in transit.

Open the device and reset batteries. Sometimes tin leads need to be bent inwards a little for better contact. When SASensor-###### network is being broadcast, the device is waiting to be configured with WiFi and steady blue LED is lit.
Device is already configured with WiFi network.

If the saved network name/password is incorrect, reset your device to the factory settings.
Cannot connect to SASensor-###### network even though I can see it Some smart phones are known to have issues.
  • if you see this option, Forget the SASensor-###### network on your phone/tablet/laptop
  • turn WiFi OFF an back ON on your phone/tablet/laptop
  • try to connect to your device

Alternatively, use a different phone/tablet/laptop to configure your device.
After multiple attempts to connect your device needs a reboot.
  • open your device
  • remove one AAA battery for 10-15 sec
  • put the battery back in
  • separate magnet and sensor for 2 sec. Put it back together when the blue LED turns ON
  • try to connect to your device
You reset your device to the factory settings and it needs a complete reboot.
  • open your device
  • remove one AAA battery for 10-15 sec
  • put the battery back in
  • separate magnet and sensor for 2 sec. Put it back together when the blue LED turns ON
  • try to connect to your device
Cannot configure Device with my WiFi network MySpool devices work only with 2.4GHz network. Make sure you are connecting to a 2.4GHz network
Initial handshake between your device and your router is taking longer than expected. Follow this guide to connect your device.
Alerts WiFi Manager does not open Some smart phones/tablets have a setting preventing auto launch of the Alerts WiFi Manager. Connect your phone/tablet to the SASensor-###### network. When connected, open a browser window on the same device and go to http://10.10.4.1
I finished all 3 Steps from the Setup Instructions and do not see my device under "My Devices" Your phone/tablet/computer is connected to a VPN or a Cellular network. Connect your phone/tablet to the same WiFi your device is connected to. Make sure the VPN on your phone/tablet is OFF. Logout from MySpool.com account and log back in.
We are unable to automatically register your device with your account due to setup of your local network. Register your device manually. You will need your device ID in order for this to work. If you do not know your device ID, you may need to reset your device to the factory settings in order to get it.
Device worked during setup, does not work when installed Weak WiFi network.

To check the level of WiFi signal you can install a free WiFi Analyzer App on your phone.

If your signal level is less than -70 dBm (e.g. -75 dBm is less than -70 dBm) we recommend to upgrade your device to the Extedned Range version using our conversion kit, subject to availability.
Device Stopped working after weeks/months WiFi router issues.

Reset your router. Sometimes a simple power down/power up cycle will do.

Note: we do not recommend making any changes in the 'Configure Device' area until this problem has been resolved.
Original WiFi name/password were changed due to router/modem replacement or a switch to a different provider.

Reset your device to the factory settings and connect to your WiFi.
Internal batteries are depleted Open your device and replace 3xAAA batteries. You do not need to reconnect your device to your WiFi after it is done.
Bad magnetic/push button sensor.
  • open your device
  • remove one AAA battery
  • unplug the sensor wire from the main connector. Do not pull the wire; instead, pry the white connector out with a small flat screwdriver
  • put the AAA battery back into the battery clips
  • locate a small button labelled "Test" ("Sensor" on older models) and press it for two seconds
  • check if you receive a notification

If you receive a notification, the sensor on your device may need to be replaced. We recommend following the above steps a few times and ensuring consistent results.
Rapid batteries discharge, one set lasting less than a month Misaligned magnet and sensor

Follow recommendations from Mailbox Alert installation and alignment overview video.
Weak WiFi network.

To check the level of WiFi signal you can install a free WiFi Analyzer App on your phone.

If your signal level is less than -70 dBm (e.g. -75 dBm is less than -70 dBm) we recommend to upgrade your device to the Extedned Range version using our conversion kit, subject to availability.
Pushbullet notifications stopped working Pushbullet may become inactive if users do not login Re-start your pushbullet client on a desktop or phone and check Notifications

 

Long Range Mailbox Alert

Symptom Cause Solution
Unable to see SASensor-###### network during setup Device is already configured with WiFi network.

If the saved network name/password is incorrect, reset your HUB to the factory settings.
Cannot connect to SASensor-###### network even though I can see it Some smart phones are known to have issues.
  • if you see this option, Forget the SASensor-###### network on your phone/tablet/laptop
  • turn WiFi OFF an back ON on your phone/tablet/laptop
  • try to connect to your device

Alternatively, use a different phone/tablet/laptop to configure your device.
After multiple attempts to connect your device needs a reboot.
  • unplug your HUB
  • wait 10-15 sec
  • plug your device back into AC receptacle
  • try to connect to your HUB
You reset your device to the factory settings and it needs a complete reboot.
  • unplug your HUB
  • wait 10-15 sec
  • plug your device back into AC receptacle
  • try to connect to your HUB
Cannot configure Device with my WiFi network MySpool devices work only with 2.4GHz network. Make sure you are connecting to a 2.4GHz network
Initial handshake between your device and your router is taking longer than expected. Follow this guide to connect your device.
Alerts WiFi Manager does not open Some smart phones/tablets have a setting preventing auto launch of the Alerts WiFi Manager. Connect your phone/tablet to the SASensor-###### network. When connected, open a browser window on the same device and go to http://10.10.4.1
I finished all 3 Steps from the Setup Instructions and do not see my device under "My Devices" Your phone/tablet/computer is connected to a VPN or a Cellular network. Connect your phone/tablet to the same WiFi your device is connected to. Make sure the VPN on your phone/tablet is OFF. Logout from MySpool.com account and log back in.
We are unable to automatically register your device with your account due to setup of your local network. Register your device manually. You will need your device ID in order for this to work. If you do not know your device ID, you may need to reset your device to the factory settings in order to get it.
Device Stopped working after weeks/months WiFi router issues.

Reset your router. Sometimes a simple power down/power up cycle will do.

Note: we do not recommend making any changes in the 'Configure Device' area until this problem has been resolved.
The HUB is not getting power from the USB power supply. Replace the power supply. Make sure the replacement unit is rated at 1A and higher.
Original WiFi name/password were changed due to router/modem replacement or a switch to a different provider.

Reset your HUB to the factory settings and connect to your WiFi.
Internal batteries are depleted Open your remote Mailbox Alert unit and replace 3xAAA batteries.
Bad magnetic/push button sensor.
  • open your device
  • remove one AAA battery
  • unplug the sensor wire from the main connector. Do not pull the wire; instead, pry the white connector out with a small flat screwdriver
  • put the AAA battery back into the battery clips
  • locate a small button labelled "Test" ("Sensor" on older models) and press it for two seconds
  • check if you receive a notification

If you receive a notification, the sensor on your device may need to be replaced. We recommend following the above steps a few times and ensuring consistent results.
Rapid batteries discharge, one set lasting less than a month Misaligned magnet and sensor

Follow recommendations from Mailbox Alert installation and alignment overview video.