What should I do if I cannot receive APP notification?

Here are some tips for you： 1: Turn on the push notification permission on the phone.  2: Move the base station closer to the router and reduce obstacles like metal walls and thick walls. The distance between the base station and the router should be within 164 ft (50 m).  3: Move the device closer to the base station and reduce obstacles. The maximum distance between the device and the base station in an open environment is 1,640 ft (500 m). 4: Move the mobile phone closer to the router. Make sure the network connection between the router and the mobile phone is normal.

How to delete the base station from the app？

If you have not connected any detectors to the base station, please just press "Remove Device" in the base station Settings.If you have connected any detectors to the base station, please remove the detectors first, and then remove the base station in Settings.

Which devices can be integrated with the base station?

Currently, the following devices can be connected to the SBS50 base station in US, and more devices are under development:XS01-M Smoke Detector XC01-M CO Detector SWS51 Water Detector STH51 Temperature and Humidity Sensor SAL51 Listener AlarmSDA51 Driveway Alarm SMA51 Mailbox Alarm XH02-M Heat Alarm Currently, the following devices can be connected to the SBS50 base station in Europe, and more devices are under development:XS01-M Smoke Detector XC01-M CO Detector SWS51 Water Detector STH51 Temperature and Humidity Sensor SAL51 Listener XH02-M Heat Detector XP02S-MR Smoke Alarm with Voice Please note that this list represents the current available devices, and additional devices may be introduced in the future as development progresses.

Why doesn't my device automatically reconnect after going offline?

Here are the troubleshooting steps to try:  1.Please check if the device's battery power is sufficient.  2.Please remove the device from the app. Then, please reset the device (reset method: quickly press the test button 4 times, then long press until you hear a beep and release). Finally, please place the device next to the router, take out the device battery, press the test button a few times to drain the remaining power, then reinsert the battery and try adding the device to the app again.

Why does the app still show online after I removed the battery?

We have set up a heartbeat package inside the device, which will detect the network status every 11 hours and automatically reconnect. If the network cannot be connected for three consecutive times, the APP will be updated to offline. Once an alarm occurs after the device is offline, it will reconnect immediately and will not affect the alarm push.

Why can't I add the detector to my WiFi?

Here are some tips that you can use better. Could you please give it a try? 1.Make sure you connect smoke detector to 2.4GHz Wi-Fi network (incompatible with 5GHz Wi-Fi network). If your home Wi-Fi router is a 2.4 and 5 GHz dual band that operates with a single SSID name, please refer to your Wi-Fi router manual to create separate SSIDs for the 2.4 and 5 GHz channels. You can also select "General Router Setting Method" in the X-SENSE app in the network configuration process to learn more about the corresponding setting method. 2.Make sure Bluetooth is turned on on your phone.

Why is my Wifi device often shows offline?

Here are a few tips for your better use. Would you please try them? 1. Please place the device next to the router to see if the network is stable. Please install the device closer to the router. 2. Too many devices have been added to the router. You can check the maximum number of compatible devices in the router settings. The closer to the critical value, the easier it is to be squeezed out of the line. 3. After the device is online, if the APP still shows offline, please kill the current APP process and try to re-enter the APP. In addition, our device has a heartbeat package set up inside, which will detect the network status once every 11 hours and automatically reconnect. If the network cannot be connected for three consecutive times, the APP will be updated to the offline status. Once the device is offline and an alarm occurs, it will reconnect immediately without affecting the alarm push.

Why does it say that I cannot connect to the cloud server?

This may be caused by firewall blocking. Please check the firewall settings and open TCP port 8883 and UDP port 53 in the firewall.

Why can't I add a Wifi device to the base station and keep getting an error?

The device can be added to WiFi directly without going through a base station. Please select Wi-Fi Smoke Alarms/Wi-Fi CO Alarms/Wi-Fi Combination Alarms in the APP and then add the device.

How to share my devices with my family members or friends?

Note: One account cannot be used to log in on two devices simultaneously.To share your devices with your family members and friends, please follow the steps below:1. Download the X-Sense Home Security app on the invitee's phone.2. Create an account using the invitee's email address.3. Go back to the X-Sense Home Security app on your phone and click on the share button on the device option.4. Fill in the necessary information and select the devices you want to share. Please note that the email address in the User Invitation page should be the same as the one used in step 2.5. The invitee will then receive an invitation message in the app.By following these steps, both you and the invitee will receive alert notifications once the alarms selected to be shared are triggered.

My SMA51 Mailbox Alarm keeps going off, what should I do?

There are several common factors may contribute to such occurrences:1.The mailbox door is not securely fastened, causing it to shake from side to side due to factors such as wind blowing.2.The mailbox alarm is triggered by vibration caused by the passage of heavy vehicles or other factors. Make sure the mailbox alarm is installed in a stable place with low vibration.3.Someone opened the mailbox or forcefully struck the mailbox door.If you have checked these factors but the problem persists, kindly send the following information to our support mailbox (support@x-sense.com):- A video captures: 1. The installation place/environment of the mailbox2. Clearly showing the position of the Angle Adjustment Knob- The invoice for the purchase of your device

Why did Amazon Alexa fail to read the temperature from my STH51 Thermometer Hygrometer Sensor?

The X-Sense STH51 Thermometer Hygrometer Sensor can integrate with Amazon Alexa, allowing you to view detected humidity in the Alexa app. However, due to technical limitations of the Alexa app, it is not capable of monitoring temperature data from our STH51 Thermometer Hygrometer sensor. Therefore, you cannot set instructions based on the temperature for Alexa.

I received a fault notification in the APP and asked me to replace the device as soon as possible. What should I do?

Please try resetting the device to see if it can restore normal functionality.1.Resetting steps: Quickly press the test button four times, then press and hold it until you hear a beep sound, and then release.2.If the device fails to restore normal functionality, please contact customer support for device replacement.

Why does the app still show the device as online when I have removed the batteries?

To optimize energy consumption, our devices are equipped with a heartbeat packet feature:For standalone WiFi devices, a network status check is performed every 11 hours, and the device will automatically reconnect if necessary.For Link+Pro devices, a network status check is performed every 15 minutes, and the device will automatically reconnect if necessary.If the device fails to connect to the network for three consecutive attempts, the app will update the device status as offline. However, even if the device is offline, it will immediately reconnect in the event of an alarm to ensure that alarm notifications are sent without any interruption.

Why do the SBS50 Base Station and other alarms not respond when testing the XS01-M Smoke Detector with either a short or long press?

When the XS01-M Smoke Detectors display as online in the X-Sense Home Security app, the device testing will only be applied to the current device you are operating regardless of whether you short-press or long-press the Test/Silence button. However, when a smoke detector detects fire hazards, the alarm signal will be dispatched to other alarms including the base station. They will all go off and an alert notification will be pushed to your smartphone.If you do not have an SBS50 Base Station or your XS01-M Smoke Detectors display as offline in the app, you can test their connectivity by holding down the Test/Silence button on any one of the alarms. Once an alarm detects fire hazards, other alarms in the network will go off as well, which is similar to the situation described above. Note: You will be unable to receive the push notifications in this situation.

Why do all the smoke detectors show offline after I pair the XS01-M with each other according to the instructions?

XS01-M is a Link+Pro device. Without a base station, you can pair the devices with each other to achieve interconnected alarm functionality.With a base station, simply add the XS01-M device to the base station. Once added, XS01-M will automatically have interconnected alarm functionality, unaffected by any base station malfunctions or offline status. Additionally, you can remotely control the device through the X-SENSE Home Security App.To add the offline XS01-M device to the base station, please reset it first. Resetting steps: Quickly press the test button four times and then press and hold it until you hear a beep sound, then release.Regarding the interconnected alarm functionality: When one detector is triggered, all other detectors will sound the alarm.

Why does it show that I can't connect to the cloud server when I add the device to the APP?

If you are unable to connect to the cloud server, please perform the following checks:1.Check your firewall settings. Make sure that TCP port 8883 and UDP port 53 are open in your firewall settings.2.Is your router a dual-band router that supports both 2.4 GHz and 5 GHz frequencies? If it is, try connecting the device to a 2.4 GHz hotspot created by your phone to see if it can establish a connection. If it can connect successfully, it indicates an issue with the router. Our devices only support 2.4 GHz networks, and dual-band routers that combine both 2.4 GHz and 5 GHz frequencies may cause connection issues.

What models are Link+? What models are Link+Pro?

Link+：Smoke Detector:XS01-WRSD19-WSD20-WCO detector:XC01-WRCO03D-WSmoke and CO 2-in-1 Detector:SC01-WSC06-WSC07-WXP01-WXP02-WRRemote control:RC01Link+pro：Smoke Detector:XS01-MXP02S-MRXS0B-MRCO detector:XC01-MSmoke and CO 2-in-1 Detector:XP0A-MRHeat detector:XH02-MPlease note that the above models only represent current equipment, and X-SENSE will continue to develop more equipment.

What is Link+? What is Link+ Pro? What is the difference between them?

The difference between Link+ and Link+ Pro is as follows:Link+: It pairs wirelessly with other ""Link+"" devices within the same frequency range. When one device is triggered, all connected devices will sound the alarm simultaneously.Link+ Pro: In addition to the features compatible with ""Link+"", it can be connected to the X-SENSE Home Security App via the SBS50 base station, enabling remote control and monitoring.

Which devices can be used with the remote control?

Currently, the following devices can be used with the remote control:Smoke detectors：XS01-WR/XS01-MSD19-W/SD20-WXP02S-MRXS0B-MRCompound detectors：XP01-WSC01-W/SC07-WSC06-WXP02-WRCO detectors:CO03D-WXC01-WR/XC01-MHeat detectors:XH02-M

How to adjust the base station alarm volume?

You can turn the volume up or down in the Device Settings of the device connected to the base station: Sound Settings-Base Station Alarm Volume.

What should I do if the APP shows that the base station is offline?

Here are some tips for you： 1: Move the base station closer to the router to ensure a successful connection.  2: Securely connect the base station to its power source.

What should I do if I can't add the base station to the APP？

Here are some tips for you： 1: Please ensure that the Wi-Fi name and password are correct. 2: Turn on the phone's Bluetooth. 3: Press and hold the Pair button on the base station for 5 seconds and its LED will flash yellow to enter the pairing mode.