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What should I do if a sensor is lost or damaged?

  • Updated
Stop using a damaged sensor and keep it for us. Never charge a sensor that is swollen, leaking, hot or deformed. For a lost sensor, search nearby with the Discovery App open, then tell us so we can arrange a replacement.

Damaged sensor or “Sensor Failure”

  1. Stop using it if the silicone is torn or cracked, or if the app shows Sensor Failure or the LED is solid red. Please don’t try to repair or open it.
  2. If it is swollen, leaking, discolored, deformed or hot, do not charge it. Unplug the charger from the wall, set the sensor aside away from anything flammable, and contact us.
  3. Otherwise, sync the data if the sensor still connects. Put it on the charger next to the iPad and wait until it shows Sync completed.
  4. Take a photo and send it to us with the sensor ID and Kit ID.
  5. Keep the sensor. We will arrange a replacement under the terms of your agreement and send a return label so our quality team can inspect the damaged one.
  6. Swap in the replacement using one of the methods below.
Did someone have a skin reaction or injury, or did a device overheat, crack or behave unexpectedly? Stop using the device and report it to Sibel the same day. See How do I report a skin reaction, injury or device problem to Sibel?.

Lost sensor

  • Open the Discovery App on the study iPad. If the sensor connects or shows Collecting data, it is nearby.
  • If it shows Out of range, walk around with the iPad to places the sensor may be.
  • Check bedding and recently worn clothing (sensors can stick to fabric), under beds and furniture, and wherever the sensor is usually charged.
  • Search soon. Once the battery runs out it can’t connect. That is about 36 hours for ADAM and ANNE Limb, and up to 7 days for ANNE Chest depending on the setup.
  • Data that had not synced is stored only on the sensor, so it can’t be recovered unless the sensor is found. If you find it later, put it on the charger to sync, or send it back and we will try to recover the data.

Tip: a small “Research device, please return” label on each sensor helps it come back if it goes missing.

Swap in a replacement sensor

In Discovery Hub: open the Subject’s Detailed View, remove the old sensor ID, then add the new one. Enter the exact Sensor ID, and choose the sensor type and location.

In the Discovery App: select Replace Sensor on the dashboard, choose the sensor being replaced, then choose the new sensor from the nearby list and select Replace. Check that the new sensor connects.

To order spares, see How do I order more adhesives, kits or replacement sensors?.

Still need help? Submit a request or email support@sibelhealth.com. Include your Kit ID or device serial number. Do not include names, dates of birth, medical record numbers or other details that identify a person (protected health information, PHI).