Hey NCD,
We were going to install a 1-channel production counter that has been sitting idle at a client’s site for over a year. We purchased it in 2025, received in May, and its been on battery on a desk. Upon attempting to install it today, we noticed it was not responsive (no lights, no packets, etc). We swapped battereis, and still nothing. We also tried an external power connector.
We then tried to do a factory reset (R + C for 20 sec + R after 3 seconds) and nothing happened.
The sensor was sitting on a desk all this time, no water damage (or any other damage)
The last readings on our database show it with full battery and 245 counts (on the internal counter. not pulse counts).
This sensor was never connected to anything.
Please advise on how we can bring this device back to life. Photos attached
Hi @tulanowski Thank you for providing the details and screenshots. This issue is very unusual, as there doesn’t appear to be anything that should cause the device to stop transmitting data.
Just to confirm, did you see any lights on the board when you pressed the “C” (Configuration) button? Additionally, could you please verify that all power cables are securely connected and completely undamaged?
Thank you.
No lights after holding C for any period of time.
Yes we made sure all cables and batteries were seated properly.
We are also quite confused… NCD sensors are typically very robust and operate in quite extreme environments all the time. This was was sitting around without any connections in a temperature controlled environment and just seems to have stopped…
Hello @tulanowski Could you please move the power switch to the position closest to the enclosure wall to set it to battery power? After doing that, press the “C” (Configuration) button again and share your results.
This was already attempted during our initial self-assessment, and it did not work.
Hi @tulanowski got it, just to double-check, could you move the power switch to external power and then plug external power supply and check.
Hello all, just an update to the community - we had a video call with NCD, who helped us diagnose the issue - a faulty XBEE radio chip. We were able to swap the chip with another one, and everything is working. Thankful for the team for a quick reply, and a solution that didn’t require an RMA!
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