Frequently Asked Questions (FAQ)

FAQs

General

How does X-SOR work?


The X-SOR service consists of the Sensor and the X-SOR App. The sensor is placed in your home and connects to your Home WiFi Network. It periodically (1 / hour) sends humidity, temperature and battery status information to your internet connected smartphone or tablet. The X-SOR app will also track Ventilation cycles for you. It will notify you or someone you nominate, when your defined temperature, humidity or ventilation thresholds are exceeded.




How do I position the sensor?


- Do not block sensor slots through objects. - Do not position the sensor too close to other objects. - As the humidity sensor reacts sensitively, please position the sensor (on the shelf) vertically. A difference in positioning can affect the RH by approx. 2%.




What is the data measurment frequency?


The sensor measures and sends the values once per hour.




How long does a set of batteries last?


Two standard AA, 1.5 V batteries (LR6) will last approximately 12 to 18 months. Battery life also depends on WiFi strength. The sensor requires more energy if the WiFi signal is low. Do not use rechargeable or cheap batteries.




How will I be notified when the battery in my sensor is low?


You will receive reminders through your X-SOR App if battery level is reaching a critical minimum. You can also constantly track the battery level of your sensor(s) in the X-SOR App.





Setup & Konfiguration

Do I need a WiFi connection to set-up my sensor?


The sensor requires a wireless Internet connection for operation. It is compatible with wireless routers running 802.11 b/g/n on 2.4 GHz. You should have at least -75dB signal strength in the area of the sensor. Too less WiFi strengh is the main installation problem.




Does the sensor have to be connected to a computer during the set-up process?


The sensor is set up wirelessly by the X-SOR App on your smart device.
It does not need to be connected to a computer during setup or operation.




What are the sensor blinking LED codes?


The sensor has two LEDs, red and green, which display the following states: Red LED on: The Sensor is in “access point mode” Green LED on: open wlan / WiFi connection Green LED blinking: data transmission active Green LED on / blinking Red LED blinking: Error in WiFi connection or data transmission. --> take the sensor batteries out for 10 seconds and then replace them The sensor will automatically reconnect after 3 minutes using the last WiFi configuration settings. If it is a first installation, please check the wifi connection and wifi strength (min. -75 dBm in the Sensor area) Red LED blinking: Display of a general error condition, connection failed. Please restart/reboot your router. --> take the batteries out for 10 seconds and then replace them The sensor will automatically reconnect after 3 minutes using the last WiFi configuration settings. If it is a first installation, please check the wifi connection and wifi strength (min. -75 dBm in the Sensor area) Red LED on / Green LED on: Display of a router connection error. No open channel for the sensor. --> Restart the router --> take the batteries out for 10 seconds and then replace them The sensor will automatically reconnect after 3 minutes using the last WiFi configuration settings. If it is a first installation, please check the wifi connection and wifi strength (min. -75 dBm in the Sensor area)




Why do I need to connect the sensor to my personal WiFi network?


The sensor uses your WiFi network to periodically send measured values and battery status to your X-SOR App.




What happens if my personal WiFi network goes down?


If you lose the wireless internet connection, the sensor will not be able to send the measured values to the App. You will get a notification if the WIFI connection is lost for a longer period of time. Please restart/reboot your router. --> take the batteries out for 10 seconds and then replace them The sensor will automatically reconnect after 3 minutes using the last WiFi configuration settings.




Where can I download the X-SOR App?


Download the free X-SOR App from iTunes App Store, Google Play Store.




What do I have to do if the LED flashes, after a wireless interruption?


Take the batteries out for 10 seconds and then replace them. The sensor will automatically reconnect after 5 minutes using the last configuration settings.




During the sensor connection to WiFi in the App, the timer goes down without results. What can be done?


The smartphone does not connect fast enough to the WiFi, and the data from the smartphone cannot be sent to the sensor.

There are two possible solutions:

A) turn off the "mobile data"
or
B) activate the flight mode and switch on WLAN again.

Then run the Setup again.




What to do if I do not see the WiFi list (Android) in the installation procedure?


This is a smartphone setup issue. Open your smartphone's Settings menu, go to Apps, X-SOR, then select Location: allow permission / activate GPS. Depending on the Android smartphone the menu guide could be slightly different.




What do I have to do if the "connect button" (under network & password) does not work?


A) turn off the "mobile data"
or
B) activate the flight mode and switch on WLAN again.

Then, the countdown will run...




Why is the sensor flashing red by the installation procedure?


LED Red means general error. The following causes could be true: - incorrect WiFi password (insert the correct password and try again) - WiFi signal strengh too weak (place the router and the sensor closer together) - Router Error (restart the router and try again) Please check the wifi connection and wifi strength (min. -75 dBm in the Sensor area)





Technical & Compatibility

Will X-SOR work with an iPod Touch?


Yes, as long as you are connected to a WiFi network.




What Versions of iPhone, Android or Windows will I need?


Apple devices must be iOS 11 or later. Android devices must be version 5.0 or later.




Is X-SOR compatible with Windows Phone or Blackberry?


X-SOR is currently not compatible with Blackberry or Windows 8 devices.




Can a X-SOR Sensor withstand high humidity?


The Sensor is specifically designed to operate in a humid climate, but the sensor is not waterproof. This means that you need to make sure that no water drops onto the sensor. There is also natural wear and tear of use that may- cause a device to fail over a longer period of time.




Do I need a static IP from my Internet Service Provider?


A static IP address is not required.




Does the sensor support 802.11N?


Yes. The sensor can connect to any 802.11 b/g/n compatible network using the 2.4 gHZ frequency band.




Which WiFi frequency band does the sensor support?


The sensor supports the 2.4 GHz frequency band.




Is sensor EMC and/or CE approved?


Your sensor is CE and EMC approved.




Can I exchange batteries myself?


Yes. You can exchange batteries yourself. Remove the old batteries, wait for 10 seconds and then install teh new batteries. The sensor will automatically reconnect after 3 minutes using the last WiFi configuration settings.




What’s the accuracy of the humidity sensor?


We only use highest quality brand sensors. Accuracy is +/- 2 % (as guaranteed by Sensor producer).




What is the accuracy of the temperatur sensor?


We only use highest quality brand sensors. Accuracy is +/- 0,3 C°(as guaranteed by Sensor producer).




What WiFi signal strength does the sensor need?


The sensor requires a wireless Internet connection for operation. It is compatible with wireless routers running 802.11 b/g/n on 2.4 GHz. You should have at least -75dB WiFI signal strength in your sensor area.





Payment

Will I be charged now or when my sensor is shipped?


You will be charged as soon you place your order.




What about payment security?


All credit card information is processed by a 3rd party company (Stripe). Your connection with our servers and Stripe is made through HTTPS, the standard secure protocol for handling sensitive information.




Is there a warranty for the sensor?


We offer a standard 1 year warranty which we service internally.




Will I receive an invoice for my sensor and subscription?


After you place your order, we will send you a purchase confirmation email. This confirmation email is your invoice.




Can I order through PayPal?


Yes, we offer PayPal as a payment option on the checkout page to purchase the service.





Shipping & Returns

Do you ship internationally?


We ship worldwide.




When will my order ship?


In general, your order leaves our logistic centre within 3 business days. In the hypothetical case we are out of stock, we will send you a notification.




Can I add or remove items from an existing order?


Yes. You can add or remove items as long as they are not shipped. Please contact us by Email and mention your order number.




What is your return policy?


You have 14 days from the date you received your device(s) to request a full refund. You are responsible for the cost of the return shipping. When we receive your product(s) back in good condition, we will refund the full amount of the returned devices to the original payment source used. In a case of Warranty, please contact contact@x-sor.com prior to returning the device. You will be given a return number and a return address. Include this return number and address to your return. The cost of shipping will be refunded to the original payment source used.





Usage

Do you need to have the App open in order to receive notifications?


As long as you have not signed out of the app, your smartphone or tablet will receive notifications.




If my Smartphone is without Internet Connection, will I still be able to see the measured values?


You will have a static picture of the last values which were transferred when you last had an internet connection. The app also informs you of the sync status of every sensor.




Will users which have one of my shared sensors in their app also get notified if limits are over or undershot?


In basic settings: Yes. Each user can adjust notifications to their own requirements.




Will the App also send a push notification without Internet Access?


Since the App needs current values for Humidity, Temperature and Battery Status from the Sensor, it will not be able to send notifications other than the ventilation alarm.




Can the Sensor automatically detect the Ventilation requirements?


No. You need to reset the timer after ventilating your sensor. Ventilation intervals can be customized.