When you see the UXI sensor fails and you cannot troubleshoot the problem, please contact the UXI support team via email or the chat bubble.
In most cases, a pre-paid shipping label is included as part of the RMA, allowing you to return the faulty unit. Once the UXI support team, with the help of the customer, performs the checks below and determines that the device hardware is faulty, they can process the RMA and send out a replacement device.
Troubleshooting Before RMA
Before proceeding with an RMA, the UXI support team will need to verify that the following basic troubleshooting checklist has been performed with the customer:
Checklist For F-Series:
This applies to pre-G5 Series sensors with KH4, KLR, or KLQ in sensor serial.
Check the color of the LED and refer to the relevant LED status table above to understand what the color indicates.
Unplug the sensor and leave it disconnected for 30-60 seconds to allow the super-capacitors to drain. Then plug it back in and confirm the color of the LED.
Plug the sensor into an unrestricted Ethernet connection and confirm the color of the LED.
If possible, plug a known working sensor into the same Ethernet network as the problematic sensor. Confirm that the working sensor functions correctly while the problematic one does not.
Note: F-series sensors do not have a factory reset option. They can be power cycled but not factory reset.
Checklist For G5- or G6-Series:
This applies to G6 Series sensors with KYV or KYT in the sensor serial, and G5 Series sensors with KSN or KRY in the sensor serial.
Check the color of the LED and refer to the relevant LED status table to understand what the color indicates.
Power cycle the sensor by unplugging it. For cellular variants, wait for the LEDs to turn off, indicating that the power backup has fully drained. Then, plug it back in.
If the problem persists, perform a factory reset. Follow the instructions provided here: How to Factory Reset G5/G6 Series Sensors.
If the problem persists after performing a factory reset, reach out to UXI Support for further assistance.
RMA information
Once UXI Support confirmed the sensor needs hardware replacement, Support needs the following information from the customer:
Serial number:
one device MAC Address:
Company Name:
Shipping Address:
Country:
Zip Code:
Contact person’s name:
Telephone number of the contact person:
Email address of the contact person:
Confirm the Defective Product Serial:
When you receive a new sensor:
Remove the Old Sensor: Go to Settings → Sensors → Remove Sensor to remove the old sensor from your account.
Add the New Sensor: Navigate to Settings → Sensors → Add Sensors to add the new sensor to your account.
Configure the New Sensor: Once the new sensor is added, configure it with the same networks and the same testing group as the old sensor. The new sensor should start testing immediately, just like the older one.
What happens to subscriptions?
Will my old sensor subscription transfer to the new one? UXI uses a pooling method for subscriptions. Your dashboard requires an equal number of subscriptions and sensors. If you request to RMA a sensor, it is removed from the dashboard.
The replacement sensor will use the available subscription.
For warranty information, please refer here.
For EOL information, please refer here.