Nexx Garage NXG-100, NXG-200 - Troubleshooting WIRED Sensor (Wired sensor showing incorrect status)
If the door status on the Nexx Home app is showing incorrect door status or "Unknown Status", then there may be an issue with the sensor. The app uses the sensor to determine if the door is opened/closed, and if the sensor isn't correctly reporting the door status, the app won't be able to show the correct door status, and other features that depend on the door status like notifications, scheduler, activity history, auto open, etc won't be able to function correctly.
The WIRED sensor comes in a pair with one WIRED part and one NON-WIRED part. When they are apart, the circuit is opened and the door status reads "Opened", and when they are facing each other the circuit is closed, and the door status reads "Closed". The wired sensor part goes on top of the door frame and the non-wired sensor part is installed on top of the door itself. When the door is closed both sensors should be facing each other like in the picture shown below. When the door is opened, the non-wired sensor moves with the door, and both sensors would be apart from each other. Here's a video link showing the sensor installation:
Make sure that the device firmware version under Device Settings - Device Info in the Nexx Home app is showing 3.3.19 and up (for NXG100). If the device firmware is showing correctly, verify that the sensors are installed as shown below when the door is closed.
If the door status isn't showing correctly, try the steps below to troubleshoot:
1. Connect the sensor to the Nexx Garage device.
2. Make sure the device is powered on and connected to WiFi.
3. Take the sensors, one in each hand, and touch them together while looking at the device. The activity LED light should blink.
4. Separate the sensors and the LED light on the device should blink again.
5. Anytime you touch and separate the sensor, the LED light should always blink.
If the device does not blink when manually holding the sensors together and apart in the above steps, then try the steps below and see if it blinks:
1. Disconnect the sensor cable from the Nexx Garage device.
2. Make sure the device is powered on and connected to WiFi.
3. Look inside the red sensor connector coming out of the device. There should be 2 pins in it. Short the 2 pins using a small metal tool like a flat head screwdriver.
4. When you short the 2 sensor connector pins, the LED light on the device should blink.
If you continue to have sensor issues after performing the above troubleshooting steps, please email support@getnexx.com for further assistance.
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