How to Fix Issues with a Wally Home Sensing System

Introduction

In This Guide
You'll Learn How To:
  • Troubleshoot Wi-Fi issues.
  • Troubleshoot temperature or humidity sensor issues.
  • Troubleshoot sensor connectivity issues.
  • Troubleshoot data gaps in the Wally dashboard.
  • Troubleshoot push notifications.
Before We Begin:
  • Have your Wi-Fi network credentials handy.
Wally

? What issue are you having?

  1. I cant connect my Wally hub to Wi-Fi
  2. I'm not receiving temperature or humidity readings
  3. I lost my connection with a sensor
  4. There are gaps with data on the dashboard
  5. I'm not receiving alerts

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In This Guide
You'll Learn How To:
  • Troubleshoot Wi-Fi issues.
  • Troubleshoot temperature or humidity sensor issues.
  • Troubleshoot sensor connectivity issues.
  • Troubleshoot data gaps in the Wally dashboard.
  • Troubleshoot push notifications.
Before We Begin:
  • Have your Wi-Fi network credentials handy.
Wally
Show Me How

Clicking this button will open a new guide that will provide you with steps to resolve your issue.

These steps will need to be completed by a computer with access to Wi-Fi.

  1. Locate and connect to the Wi-Fi network titled Wally-XXXXXX.

    If you do not see the Wally-XXXXXX (where XXXXXX is random characters), ensure the Wally hub is plugged in and press the Link button for 10 seconds. It may take up to 5 minutes for the Wi-Fi network to show up.

    List of Wi-Fi networks with Wally network highlighted
  2.  A landing page will open in your browser and you will be asked for Wi-Fi credentials of your network.

    If you successfully connected to the Wi-Fi network, you will see 2 orange lights lit on the hub.

If you don't see temperature or humidity readings on your Wally dashboard, check the following:

  • Sensors that were recently added to your account can take up to 15 minutes to fully sync with your dashboard. Your sensor(s) may simply need more time to synchronize properly.
  • Check the range between the problematic sensor and your Wally hub. If it's too far away or being affected by electrical interference, you may need to move your hub and/or sensor(s) closer to one another.

    The suggested distance between the Wally hub and any sensor is approximately 30 feet.

Wally Dashboard

If you are not getting notifications, your sensor or hub may be out of range, not have power, or they may have a malfunction.
  1. Press the button on the sensor.Person touching Wally sensor button

Your sensor is working but not communicating with the hub. Try moving your hub or sensor closer to each other and perform the test again.

The wally sensor uses 2 AAA batteries for power. Replace the existing batteries with new ones and perform the test again.
Show Me How

Clicking this button will open a new guide that will provide you with steps to resolve your issue.

Wally sensors wirelessly communicate with the hub they are connected to. They relay all recorded data to the hub while this connection is active. If your hub and a particular sensor are too far apart from one another or are very close to the edge of their range, that connection may be getting intermittently interrupted. This can cause gaps of missing information.
Wally Dashboard with sensor readings

  1. Press the button on the sensorPerson pressing button on sensor

Your sensor is working but not communicating with the hub. Try moving your hub or sensor closer to each other and perform the test again.

The wally sensor uses 2 AAA batteries for power. Replace the existing batteries with new ones and perform the test again.
Show Me How

Clicking this button will open a new guide that will provide you with steps to resolve your issue.

Perform Wet Napkin Test

Using a wet napkin or paper towel, we can trick your Wally sensor into sending an alert to your mobile device(s).
  1. Place your Wally sensor on a wet napkin, damp rag, or paper towel. This should cause your Wally sensor to generate a water alert.
  2. Check your mobile device(s) to see if an alert was received.
    Wally Alert
  1. Open the Wally app from your home screen.
    Wally icon
  2. Verify the sensor shows up on the dashboard.
    Wally Dashboard

Enable Push Notifications

Push notifications are the alerts you receive from your apps. These steps will show you how to enable push notifications for the wally app on your mobile device.

On an Android Device

  1. Swipe down from top of your android device using 2 fingers.

    You can optionally swipe down 2x from the top.

  2. Tap on the Settings icon.
    Settings icon
  3. Tap on Apps & Notifications.
    Apps & Notifications
  4. Find the Wally app in the list and tap on it.

    If you don't see the Wally app in the list you can click Show All Apps to view a complete list of apps. 

    Wally app
  5. Tap on Notifications.
    Notfications
  6. Make sure the toggle is turned to the On position.
    Notification Toggle

On an iOS Device

  1. Tap the Settings icon from the home screen.
    iOS Settings.
  2. Tap on Notifications.
    Notifications
  3. Tap on the Wally app.
    Wally app
  4. Make sure notifications are turned to the On position.
    Notifications toggle

Perform Wet Napkin Test

Using a wet napkin or paper towel, we can trick your Wally sensor into sending an alert to your mobile device(s).
  1. Place your Wally sensor on a wet napkin, damp rag, or paper towel. This should cause your Wally sensor to generate a water alert.
  2. Check your mobile device(s) to see if an alert was received.
    Wally Alert

Contacts are used to notify you when an alarm goes off. You can add primary contact (yourself) and emergency contacts. Primary contacts receive all alerts while emergency contacts receive text alerts only.

  1. Open the Wally app.
    Wally app icon
  2. Tap the Menu button.
    Menu button highlighted
  3. Tap on Settings.
    Settings highlighted
  4. Tap on Contacts.
    Contacts button highlighted

To Add a Contact

  1. Select Add Contact.

    If you have not previously added a primary contact, you will be prompted to add a Primary contact using the Add me button.

    Contacts menu with Add Contact and Add Me highlighted
  2. Choose to use a person from contacts or to manually create a new contact.
    Create contact options
  3. Enter the contact information or optionally select it from an existing contact on your device and tap Update.
    Update button highlighted

To Edit an Existing Contact

  1. Tap Edit next to the contact you wish to edit.
    Edit button highlighted
  2. Modify the contact and then tap Update.
    Update button highlighted

Perform Wet Napkin Test

Using a wet napkin or paper towel, we can trick your Wally sensor into sending an alert to your mobile device(s).
  1. Place your Wally sensor on a wet napkin, damp rag, or paper towel. This should cause your Wally sensor to generate a water alert.
  2. Check your mobile device(s) to see if an alert was received.
    Wally Alert
Show Me How

Clicking this button will open a new guide that will provide you with steps to resolve your issue.

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