Troubleshooting sensors via Worksense support

To troubleshoot a specific sensor, our support team needs the sensor ID, which can be found in either the EG Inventory app or EG Optimaze Space.

Finding sensor ID via EG Inventory:

  1. Open the EG Inventory app
  2. Navigate to the building and floor where the sensor is located
  3. Tap the colored circle at the sensor's location. If the sensor is not transmitting data, the circle appears red or yellow.
  4. The sensor ID is displayed in bold in the panel that opens

Finding sensor ID via EG Optimaze Space:

  1. Open Optimaze
  2. Select Space
  3. Select the floor where the sensor is located from the floor list
  4. Click Layers and check Capacity objects
  5. Click Labels and check Sensor ID. The sensor IDs will appear on the floor plan. If adjacent sensor IDs overlap, you can rotate the floor plan by selecting ellipsis icon and choosing Rotate floor plan.

If you do not have access to Inventory or Space:

Take a screenshot of the floor plan and mark the sensor in question. Attach the screenshot when contacting our support team.

Why isn't the occupancy data from a newly installed sensor showing up in Inventory?

If the sensor—or the resource to which the sensor is attached—remains yellow on the floor plan, the sensor is not transmitting data to the backend system. Make a note of the sensor ID and contact our support team, who can check the sensor's connection status in the backend system.

Why isn't the sensor's occupancy data showing up in Worksense?

If the resource's occupancy data is not visible in Worksense, the sensor is likely turned off or the battery is dead. Make a note of the sensor ID and contact our support team, who can check the sensor's connection status in the backend system.

Why is the sensor showing an incorrect status in Worksense or on a report?

The status displayed by the sensor may be incorrect if the sensor data has not updated properly to the backend system. Contact our support team, who can check the sensor's status and data in the backend system.

What should I do if a sensor isn't working?

If you suspect the sensor is faulty (e.g., the battery is dead or the device is completely unresponsive), contact our support team and provide the sensor ID and location (building, floor, room). Support will guide you on the next steps, such as replacing the battery or the device itself.