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.
If your wireless sensor is not reporting the correct status on the Nexx mobile app, try the following steps:
1. Remove the wireless sensor from your garage door (if already installed).
2. Replace the 23A 12V Alkaline battery in the wireless sensor. If you don't have a ready battery replacement or don't think it's the battery, then skip this step and go to the next step. Go back to replacing the battery once you have it.
3. Shake the wireless sensor to reset the internal gyro sensor.
4. Put the wireless sensor back on the door. Make sure that the wireless sensor is not mounted on a metallic surface. If this can't be avoided, try to shield the sensor from the metal by placing a rubber material like a rubber mat or some sort of insulation between the sensor and the door. Some users have reported that moving the sensor down the door a bit seems to improve the communication with the base device. Also make sure the sensor is positioned correctly on your garage door so that when the door is open, it's in a horizontal position, and when it's closed, the sensor is in a vertical position.
5. Test by opening/closing your garage door to see if the App is reporting the correct status.
If you are still getting incorrect status, remove the wireless sensor from your garage door and pair it again with the base device (see attached document for more details).
1. Press and hold the pairing button next to the antenna on the base device. You should hear 2 quick beeps, indicating the sensor is in pairing mode.
2. After getting the 2 beeps, SLOWLY move the sensor from a vertical (upright with the LED lights facing you) to a horizontal position (LED lights facing the floor) and then from a horizontal to a vertical position back and forth a few times until you get 3 beeps indicating the sensor has paired successfully.
3. If pairing fails, the device will beep once for 2 seconds or will not beep at all.
If you don't get the 3 beeps indicating a successful pairing, try the pairing process again by repeating the above steps.
If pairing still fails:
1. Shake the wireless sensor to reset the gyro sensor inside.
2. Leave the sensor vertically on a flat non-metallic surface (like a table) for about an hour.
3. Pair the sensor again by repeating the pairing steps above.
If pairing is successful, but the sensor is still not reporting the correct status to the app:
1. Have the sensor near the device and move it horizontally and vertically, the "Activity" light on the device should blink.
2. With only the sensor, move about 12 feet away and have line of sight to the device. Now move the sensor horizontally and vertically, the "Activity" light on the device should blink.
3. Attach the sensor to the top/middle of the garage door. Activate the garage door, the LED light on the sensor should blink and also the "Activity" light on the device should blink.
If the sensor works intermittently, some of the following may be interfering with the wireless signal:
1. Light on the garage door opener - Try turning off the light on the opener (or remove it temporarily) and see if the wireless sensor now communicates better with the device. There are certain lights that cause background noise which may interfere with the wireless signals.
2. Metal garage door - Shield the sensor from the metal by placing a rubber material like a rubber mat or some sort of insulation between the sensor and the door. Some users have reported that moving the sensor down the door a bit seems to improve the communication with the base device.
After trying all the steps in this guide, and the WIRELESS sensor is still not reporting the correct status, then a WIRED sensor is recommended. Please email email@example.com for further assistance.