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Sensor does not pair correctly

This article will walk you through the process of overcoming issues when pairing a sensor or what to do if it simply does not pair.

If you are going through the initial setup, please see our Quick Start Guide, if a sensor fails to pair at this stage please put it to one side, continue through the setup, complete the initial setup wizard then troubleshoot the sensor you had issues with after.

Check if it has paired

There are 2 places the sensor needs to pair; the Boundary app and your central hub.

Check on the app

Once you have completed the initial setup wizard, you can check which sensors have paired to the app.

  1. Log in to the Boundary app
  2. Select Settings > Sensors
  3. Check the list of sensors to see if it is there (it may appear with the name you assigned it or as Unknown Sensor)

Check on the central hub

  1. Tap the screen to wake it up
  2. Enter your Owner PIN
  3. Select Menu > About > Devices
  4. Check the list of sensors to see if it is there (it may appear with the name you assigned it or as Contact/Motion Sensor (number))

Scenarios

It is paired to the app and hub

Happy days! The sensor is successfully paired. You can edit it if you wish, more information here.

Sensor is Unknown in the app

Please follow these steps carefully, not to be confused by any other instructions:

Remove the sensor

  1. Remove the sensor from the bracket by inserting a flathead screwdriver into the slot at the bottom of the sensor and gently twisting the screwdriver
  2. Take the sensor close to the central hub
  3. Log in to the Boundary app
  4. Select Settings > Sensors > then the sensor in question (should be Unknown device)
  5. Select Edit > Remove sensor
  6. Follow the steps to remove it

Reset the sensor

See How to factory reset a motion sensor or How to factory reset a contact sensor.

Pair the sensor

  1. Remove the battery tab and the battery entirely
  2. Log in to the Boundary app
  3. Select Settings > Sensors > Add new
  4. Scan the QR code using your mobile phone camera (or enter the DSK code manually if needed)
  5. Insert the battery when prompted (be careful not to touch the tamper switch or reattach the wall bracket yet)
  6. The app will show a spinning wheel while pairing, wait for this to complete to indicate successful pairing
  7. Name (as you wish) > Pair to a room > Highlight if it is on an entry/exit route > Save
  8. When complete, mount the sensor in the desired location in your home

If this doesn't resolve the issue, please contact support. For us to help best, please provide the first 5 digits of the DSK code, explain the issue & the steps you have already taken.

Sensor is paired to the hub but not the app

If a sensor is paired to the hub but not the app, please contact support. For us to help best, please provide the first 5 digits of the DSK code, explain the issue & the steps you have already taken.

Sensor is not paired to the app or the hub

Please follow these steps carefully, not to be confused by any other instructions:

  1. Remove the sensor from the bracket by inserting a flathead screwdriver into the slot at the bottom of the sensor and gently twisting the screwdriver
  2. Take the sensor close to the central hub
  3. Remove the battery tab and the battery entirely
  4. Log in to the Boundary app
  5. Select Settings > Sensors > Add new
  6. Scan the QR code using your mobile phone camera (or enter the DSK code manually if needed)
  7. Insert the battery when prompted (be careful not to touch the tamper switch or reattach the wall bracket yet)
  8. The app will show a spinning wheel while pairing, wait for this to complete to indicate successful pairing
  9. Name (as you wish) > Pair to a room > Highlight if it is on an entry/exit route > Save
  10. When complete, mount the sensor in the desired location in your home

If this doesn't resolve the issue, please contact support. For us to help best, please provide the first 5 digits of the DSK code, explain the issue & the steps you have already taken.

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