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Check these common causes:
  1. Date range — Make sure the selected date range includes dates when devices were active
  2. Filters — Check if project or site filters are narrowing results to zero. Clear all filters and try again
  3. Brand selection — If you’re a multi-brand admin, ensure you have the correct brand selected
  4. Device activity — Confirm that your tags and base stations are powered on and communicating
Reports are generated in the background. Large reports covering many sites and long date ranges can take several minutes. If a report has been processing for more than 15 minutes:
  1. Refresh the page to check for status updates
  2. If still stuck, try generating a new report with the same parameters
  3. Contact support if the issue persists
This means the machine’s camera system (DVR) is not currently reachable. Common causes:
  • The machine is powered off
  • The DVR has lost network connectivity
  • The DVR is in an area without cellular coverage
Wait until the machine is powered on in a connected area and try again. Historical clips that were already retrieved remain available.
  • Zoom level — You may need to zoom in or out to see the site boundary
  • Project filter — Make sure the site’s project is included in your active filters
  • Map layer — Check that the map is showing worksite overlays (some views toggle these on/off)
If a tag is active but not recording incursions:
  1. Test the tag — Perform a manual tag test to verify it communicates with base stations
  2. Check proximity — The tag may not be entering the detection zone of any base station
  3. Battery level — A critically low battery may affect the tag’s transmission
  4. Worksite assignment — Ensure the tag is operating within a defined worksite boundary
Your authentication session has timed out. This happens after a period of inactivity.
  • Click Log In to re-authenticate
  • If using SSO, you may be redirected to your identity provider
Enable “Remember Me” on login to extend your session duration.
If you’re not receiving SMS alerts:
  1. Phone number — Verify the phone number includes the correct country code
  2. Alert configuration — Check that the alert is enabled and assigned to the correct worksites
  3. Carrier issues — Some carriers may block automated SMS. Contact support if numbers are correct but messages aren’t arriving
  • Browser — Use Chrome for the best map performance
  • Ad blockers — Some browser extensions block Google Maps. Try disabling extensions
  • Network — Maps require loading tiles from the internet. Check your network connection
  • Cache — Try clearing your browser cache and reloading
Contact SensorZone support: