Troubleshooting¶

Choose a device: VitalSensor · Scale · Hub · Other problems

VitalSensor¶

Problem	Solution
Device inactive (never checked in)	1. Check the batteries: 2 × AA alkaline. Remove them and put them back according to the + and − marks. 2. Check that the batteries are not depleted. If they are, replace them (Battery replacement in the VitalSensor). Note: after correct battery installation the LED should light up. 3. If the problem persists or wires are damaged, contact Apisense support.
Depleted / very low battery	Replace the batteries (2 × AA alkaline) according to the + and − marks. Note: after correct battery installation the LED should light up. After replacing the batteries you do not need to re-pair the device, change app settings, or reset the Hub. Simply place the device within the Hub's range and wait for synchronisation (details: FAQ: after battery replacement). If the problem persists or wires are damaged, contact Apisense support.
No communication with Apisense Hub despite correct power supply (no BLE range)	Move the VitalSensor closer to the Apisense Hub. Within 12 hours the VitalSensor should appear in the system. If the problem persists, contact Apisense support.
Weak BLE signal (below −90 dBm)	Rotate the VitalSensor in the frame or the entire frame by 180° (LED in VitalSensor facing the Apisense Hub). Signal level should rise above −90 dBm. If the problem persists, consider relocating the Hub closer to the VitalSensor, taking care not to degrade range for other devices. Contact Apisense support if needed.

Scale¶

Problem	Solution
Device inactive (never checked in)	1. Take the Scale out from under the hive and check the batteries: 2 × AA alkaline, inserted according to the + and − marks. Instructions: Battery replacement in the Scale. 2. If the batteries are depleted, replace them. 3. Place the Scale within the Hub's range. 4. If the problem persists, contact Apisense support.
Depleted / very low battery	Replace the batteries following the instructions. You need a 4 mm hex key and a Torx T6 screwdriver. You do not need to re-pair the device or reset the Hub (FAQ: after battery replacement). If the problem persists, contact Apisense support.
No communication with Apisense Hub (no BLE range)	Move the Scale closer to the Apisense Hub. Within 12 hours the device should appear in the app. If the problem persists, contact Apisense support.
Weak BLE signal (below −90 dBm)	Ensure the Scale electronics face the Apisense Hub. Signal level should rise above −90 dBm. If the problem persists, consider relocating the Apisense Hub closer to the Scale while maintaining range for other devices. Contact Apisense support if needed.

Hub¶

Problem	Solution
LED does not light up after pressing the Power button	Check power supply. If the Hub is not receiving enough light, consider changing its position (tilt, height) or use external power. Allow the Hub to charge (approx. 3 hours), then press the Power button. The LED should light up and the Hub usually appears in the app in under an hour. If the Hub has not been charged for an extended period, see problem "No charging".
No charging	1. Check the temperature. The Hub does not charge when its inside is above 50 °C. In hot weather this is normal: charging starts again when the temperature falls. 2. Check the panel: no shade, facing the sun, tilt at least 20°. 3. Top up the Hub through USB-C (a power bank is enough). The app does not show if the Hub is charging at this moment. You can see the Hub battery state in Apiary settings → Hub section → Battery. If the problem persists, contact Apisense support.
Hub charges slowly / discharges quickly / battery stuck at a low % on external power (DC adapter)	The most common cause is a voltage drop at the DC connector, not the adapter itself. Check that you use the correct DC plug (pin 2.1 mm, outer diameter 5.5 mm) and that it is pushed all the way in. Work through the checklist in External power diagnostics (DC adapter) below. If there is no improvement, contact Apisense support.
Frequent No connection status / no Hub coverage	Walk through the checklist in Hub diagnostics: no coverage below. If the issue persists, contact Apisense support.
Weak signal to devices (BLE below −90 dBm)	Rotate the Apisense Hub 90° on its vertical axis. After 12 hours check the signal level in the app; repeat if needed. If the problem persists, consider relocating the Hub; check for obstacles (metal, power lines). Contact Apisense support if there is no improvement.

Hub diagnostics: no coverage¶

If the Hub is not reporting data or shows the No connection status, work through the checklist below in order.

Antennas tightened: check that both antennas (BLE and LTE) are screwed into their Hub sockets by hand, until they stop. Tighten by hand only: no tools, no force.
Antennas pointing vertically upwards: antennas must point straight up, never horizontally or downwards.
Hub outdoors: the device must not be under a roof or indoors (required for GPS and cellular coverage).
No obstacles nearby: check that there are no large metal objects or power lines next to the Hub.
Solar panel: facing the sun, tilted at least 20°, with no shading. Check the Hub battery state in Apiary settings → Hub section → Battery.
Cellular coverage at the location: verify with a phone on-site that LTE/GSM signal is available. Without coverage the Hub cannot transmit data.

If the issue persists after the checklist, email us at bee@apisense.ai and attach a photo of the Hub installation site (showing surroundings, solar panel, antennas). It speeds up diagnosis.

External power diagnostics (DC adapter)¶

If the Hub is powered by an external DC adapter but still charges slowly, discharges quickly, or its battery stays at a low level, the most common cause is a voltage drop at the DC connector, not the adapter itself. Work through the checklist below in order.

Measure the voltage at the Hub input: measure the voltage at the plug inserted into the Hub, not at the adapter. A 12 V adapter reading about 12.3 V is correct. The problem is when the voltage at the Hub input is noticeably lower (e.g. around 11 V): this indicates a drop at the connector.
Plug pin diameter: the Hub requires a DC plug with a 2.1 mm pin (5.5 mm outer diameter). A 2.5 mm plug does not make proper contact and is a frequent cause of this symptom.
Plug housing diameter: the black plastic housing of the plug should be at most 9 mm in diameter. A thicker housing will not seat fully in the Hub's socket recess and will not press the contact properly.
Plug fully inserted: make sure the plug is pushed all the way in.

Recommended plug: DC 2.1 / 5.5 mm, male, with cable.

If the issue persists after the checklist, email us at bee@apisense.ai.