Sending the sensor for diagnostics

If you suspect that your Elonga sensor is not functioning correctly or you repeatedly encounter technical issues, it may be necessary to send the device in for diagnostics. This process verifies the technical condition of the sensor and determines whether a repair or replacement is needed.

1. When does it make sense to send the sensor for diagnostics?

Diagnostics is recommended in these situations:

• the sensor cannot be turned on, even after charging

• the device does not respond or does not transmit data

• the LED does not light up and the sensor does not recover even after prolonged charging

• repeated signal dropouts occur

• abnormal behavior persists even after recommended troubleshooting

2. What to try before sending the sensor

Before shipping the device, try these steps that resolve most issues:

• restart the app and your phone

• re-pair the sensor

• try a different charging source or adapter

• charge the sensor for a longer period (if fully drained)

• check the History section for incomplete records

• reinstall the Elonga app + clear all data (cache + storage)

3. How the diagnostics process works

1. Contact our customer support team, describe the issue, and provide device details.

2. Support will assess the situation and confirm whether the sensor should be shipped.

3. You will receive instructions with the shipping address and packaging guidelines.

4. After the device is received, technicians perform diagnostics and testing.

Based on the results, the sensor will be:

• repaired,

• replaced,

• or you will receive further instructions.

4. What information to include when contacting support

To speed up the process, include:

• phone model

• Android / iOS version

• Elonga app version (found in app settings)

• detailed description of the problem and when it occurs

• whether the issue appears on another device

5. How long does diagnostics take?

The duration depends on the workload of the technical team and the nature of the issue.
Support will provide an estimated timeline once the sensor is received.

Summary

• Diagnostics is intended for cases where the sensor does not function properly even after basic troubleshooting.

• The process includes contacting support, sending the device in, and performing technical verification.

• Customer support will guide you through each step and provide clear instructions.