How to Determine Why a Device is not Reporting Temperature Data

How to Determine Why a Device is not Reporting Temperature Data

These are general steps that can be taken to correct the issue where no data is appearing for a device:

Someone will need to physically inspect the device to see if they can determine what the issue is:

1) The sensors are not attached to the device. 
- attached the sensors to the Ports on the device.

2) The sensors are attached, but they are not tightened down or screwed on tightly to the ports.
- tighten the sensor cable to the Ports

3) If the sensors are attached, but the cables were severed.
- unless there are backup sensors that are working, there is nothing that can be done.
Please see the example below for information on how to check if backup sensors are reporting data.

4) This is less likely.  However, if the cables are attached to the ports, but the cables were pulled with excessive force, they may have been damaged internally and need to be repaired by Wake.  

Here is an Example:

It appears that device 5442 has not connected to the cloud since March 16, 2022, at 9:30 hrs.

To run the following (2)  reports so that you can see the status of commands sent to a device and see individual sensor status in HardTrack Diagnostics do the following:

a) Command Status Report: open the project, single click on one of the sensors, then click CloudDevice on the menu bar at the top, then click Status for the status of commands sent to the device and connects that have been made by the device.  
b) Diagnostics: open the project, single click on one of the sensors, then click CloudDevice on the menu bar at the top, then click   Diagnostics to see the status of each sensor and the batteries when the device last connected to the HardTrack Cloud.


The Status report shows that the Restart Logging commands that were not sent to the device have not been picked up and processed by the device.  This is caused by the device not successfully connecting to the cloud.

The Diagnostics report shows that when Device 5442 connected on March 16 at 9:30 hrs, it reported that it had a fully charged rechargeable battery and the backup battery had power.

1) When you swipe the device with the magnet, do you see the LED light flashing?

The lights should move from flashing Yellow to Green, then to Red when the device is searching for the cellular network, and then to Blue when the device connects to the HardTrack Cloud to pick up any new commands and upload any stored data.


2) Although it does not seem likely, if the LED lights are not flashing the batteries could be dead and need charging.  Has the device been successfully charged?  

The charging power supply has a Green LED light on it if you plug the charging power supply into AC when it is not connected to a device.  It is recommended that you unplug the charging power supply from the AC, plug it into the device, and then plug it into the device.  When you initially plug the charging power supply into the device, the LED light is usually Red.  The LED light on the charging power supply usually changes to Geen when the device is fully charged.  See the 1st few images on this help document.

Note: When a device is communicating with the HardTrack Cloud Server at the upload interval, for example at the top of the hour, the LED lights will not flash.  Please wait 2-3 minutes and try swiping again.


3) If the device is not displaying any LED light when you swipe the device with the magnet on the keychain and you are not able to charge it, then the device is damaged and needs repair.

If you want to ship a device to Wake Customer Care for inspection and repair, please ship it to this address:

Wake Customer Care
7873 Mooring Ct
Hudsonville, MI 49426

Please follow these shipping instructions If you retained the original carton that the device was shipped in, the DOT required UN labels should already be affixed.  Please use the original shipping carton if you have it.