All or some of the below symptoms may be present.
During install, clock or repeater has not been added to OneVue.
Clock or repeater is in a Warning state with Unresponsive status.
Clock is not displaying accurate time.
Clock or repeater has not connected to the Sync Bluetooth mesh to receive time or settings.
Clock: Visually inspect the clock and verify its time. For battery-powered models, verify its batteries are properly inserted and seated.
Repeater: Verify the device has power.
At the installation location, measure the Bluetooth signal strength to determine if the location has adequate signal strength. The measurement is based on the signal strength to either to another Sync Bluetooth device within the Sync Bluetooth mesh network.
Dismount the device and temporarily relocate it within 5 ft. (1.5 m) from a Bridge or other Sync Bluetooth device and power cycle the device. Monitor the device for the next 24 to 48 hours at its temporary location. If a device remains in an Unresponsive status, it may not be within range of a Sync Bluetooth mesh network or has experienced a mechanical failure.
Recommended corrective action
If the is a new clock install, commonly the clock is added to OneVue within 30 minutes from the time it connects to the Sync Bluetooth mesh network. If the Bridge is not in 8-hour Deployment mode, it may take up to 24 hours to 7 days for a new device to be added to OneVue.
Verify the Bridge(s) is not in a Warning state with an Unresponsive status. If in an Unresponsive status, verify its network connection.
Inspect the clock and verify it's powered.
Locate the clock with an issue (failure) that's closest to the Bridge. Verify its Bluetooth signal strength and work your way out from there. This will help identify the location that may be causing a coverage gap.
To verify signal strength:
Based on the above results, if...
Correction action steps
There is not adequate Bluetooth signal at a clock location
Add a Sync Bluetooth repeater to extend the signal.
Optionally, another clock or Bridge can also be used eliminate the coverage gap.
Clock is not displaying in OneVue - its time may or may not be accurate.
Bring a clock that is not experiencing a connection issue to the location experiencing the issue. Does the re-located clock work in this area?
Power down the clock experiencing the issue for 48 hours. Then test its connection at its original location or another location. If the issue cannot be resolved, contact Primex for assistance.
If new install, determine if operating as expected.
Verify Bluetooth signal strength at install location.
If coverage gap, determine resolution.