If a sensor status is showing “Not OK” on the DAP, it usually indicates that one or more sensors in the member’s Activity Monitoring Kit are experiencing an issue. This article explains common reasons and how to troubleshoot.

Common Reasons for “Not OK” Status

1. Delayed Sync

In some cases, the DAP may take time to reflect the latest sensor data.

What to check:

• Review the last sync time in the Devices List page in the member profile.
• Allow a few minutes and refresh the page to see if the status updates

2. Battery Issues

Low battery levels can cause sensors to disconnect or stop reporting data.

What to check:

• Look for a battery icon or battery status warning in the Devices List page in the member profile
• If the battery status shows Low, replace or charge the battery as applicable
• Sensors typically last up to 6 months on a single charge/battery

4. Connection Problems

If a sensor is disconnected from the hub, it will show as Not OK.

What to check:

• Check Signal Strength in Devices List - it should not be 0
• Check Supervisory Trouble in Devices List- it should say No

5. Technical or Hardware Issues

If the issue persists after basic checks, there may be a technical fault - reach out to Zemplee Support

Next step:

• Contact Support or follow the Troubleshooting Steps

How to Troubleshoot “Not OK” Sensor Status

1. Go to the Member Profile
2. Open the Devices List
3. Under the Activity Monitoring Kit, review each sensor and check the following:

Signal Strength

• Expected: Greater than 0 (1-100)
• Problem: 0
  • Indicates the sensor is not connected to the hub

Battery Status

• Expected: Good
• Problem: Low
  • Indicates the battery needs to be replaced or charged

Supervisory Trouble

• Expected: No
• Problem: Yes
  • Indicates the sensor has disconnected from the hub

When to Contact Support

If:

• All checks look correct, but the sensor still shows Not OK
• Multiple sensors are affected
• The sensor cannot be reconnected

Please contact Support with:

• Member ID 
• Sensor ID 
• Description of the issue observed

Tips

• Subject Line: Topic, Member ID#, and brief Description of the issue  
  • Avoid Subject Line phrases like: 
  • “Something isn’t working.”“Can you help with this?” 
  • “I have a question.”   
• Good examples include:  
  • “499 – Dining Alerts are not being generated”,   
  • “499 – Chair Sensor needs to be removed”, 
  • “Alexa - Help Understanding Outbound Calls”
     

Every email will be addressed, but having a clear Subject Line will assist with improved tracking and faster resolutions.  Additionally, when a ticket is closed, the email Subject Line is used to identify your original question/need