One or more devices aren't working correctly. What should I do?

One or more devices aren't working correctly. What should I do?

If your device still does not function correctly after taking standard troubleshooting measures (as listed in the Knowledge Base articles), please contact Zenseio Support via one of the following methods:

Please DO NOT dismantle or mail your device to Zenseio before creating a support ticket
  1. Email Us at: support@zenseio.com
  2. Create a Ticket at: https://support.zenseio.com/portal/en/home
     
Contacting us via any of the above methods will create a ticket within our support system and help us correspond in order to solve the issue.


Please create a support ticket before traveling to a particular device location in order to ensure a prompt response from Zenseio Support

After contacting Zenseio through the appropriate channels, if you are advised by our support that your device needs to be inspected or serviced by Zenseio, you will receive an RMA and will be able to package and send your device.
Please be sure to take the following steps before shipment:
  1. Document each device's ID and specific issue 
  2. Check for any existing visible damage or corrosion to the device, radio, or battery
  3. Do not remove the battery and antenna before shutting down your device, as this can permanently damage the radio module
  4. Please ship the entire device (include printed RMA form inside the package)
  5. Please DO NOT include the antenna, battery or any sensors (unless the issue is related to one of these)
  6. Please pack the device with sufficient protection to prevent damage during shipment
  7. Please send your tracking number after shipment
After receiving your shipment, you will receive a confirmation message from us, and will be updated as service is performed. 

RMA Form: Zenseio RMA Form

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