User Troubleshooting

For troubleshooting, place the device on a flat surface with the lid facing up, then connect the power supply as well as an Ethernet connection for the most reliable operation. Download the Particle Sense app for iOS or Android, follow this guide to connect to a wireless network, and follow this guide to provision your device. For diagnostic setup, both Ethernet and WiFi, unregulated home networks are the easiest options, as organization networks can have security measures that may block the connection.

Once the device has been set up in the troubleshooting configuration, check the following indicating features:

1. Close the device lid and listen for the fan to turn on after a few minutes. If the fan turns on, the device is connected to a network and collecting samples.

2. If the fan does not turn on, check the reported status in the app or portal. Statuses update every few minutes. If the latest status becomes out of date, the device is likely no longer reporting to the portal. The different statuses are:

   1. Healthy: The device is connected, collecting and imaging.

   2. Unhealthy: A system error is reported, interrupting collection. Contact support and provide the error attached to the log.

   3. Standby: The device is not reporting. Check collect samples is toggled on.

   4. Attempting: The device is initializing the service and beginning imaging. If the device cycles between Attempting and Standby, the device is likely out of focus or otherwise unable to collect images. Contact Support

   5. No Tape: The tape may be loose, or the sensor may be reporting incorrect values. If the tape is tight and the cartridge is fully seated, contact support

   6. Lid Open: The lid sensor is reporting an open state. If the lid is closed and the status persists, contact support.

   7. Disconnected: The device has not made a connection to the system for a significant amount of time.

   8. Null or No Tape: The device has never made a connection since shipping. Check the indicating lights and contact support.

3. If the device is not reporting and the indicating lights are nominal, connect to the device with the Particle Sense app and go to the manage page. This page will connect to the device via Bluetooth and list the network status. Check that it reports a signal.

4. If there is a signal, check for images in the portal. Images can be viewed in the app, but they may be delayed much longer.

If the device is not Healthy, failing to connect, or not reporting images, please submit a ticket to our support team. When submitting a ticket, please include all of the diagnostic information you have collected.

Pollen Sense Portal Support