What normal looks like
Before troubleshooting, it helps to know what the sensor should be doing:
• Charging — solid amber light
• Fully charged — solid green light
• A full charge takes just under an hour from empty
• Battery life is over 24 hours, or around 8 hours of constant use
• Flashing red means roughly 10% remaining
The circle around the sensor icon in the Capture app gives you a rough level: green above 75%, yellow above 50%, red around 25%.
No light at all when plugged in
1. Try a different cable. USB-C cables fail more often than the devices they charge, and a cable that carries data fine may not carry power well.
2. Try a different power source. A mains wall adapter is more reliable than a laptop port, a USB hub or a powered rack.
3. Check the charging port. Chalk dust, grit and moisture collect in the port in a weight room. Inspect it in good light and clear it gently with dry compressed air. Do not put anything metal into the port.
4. Leave it for 20 minutes. A deeply discharged sensor can take a little while before it shows any light at all.
Losing charge much faster than it should
A sensor that goes from full to flashing red within a session, or from green to red in minutes, is not behaving normally.
Before reporting it, confirm two things:
It is reaching a true full charge. Leave it on charge until the light is solid green, not just until it looks charged in the app.
It is actually switching off between sessions. Closing the Capture app fully will turn the sensor off after about five minutes, or you can press and hold the button for 3 seconds. If sensors are left in a kit bag still connected to a tablet, they will drain overnight.
If it still drains quickly after a verified full charge, it is likely a battery fault rather than a usage issue.
Damaged or unresponsive button
If the button no longer switches the sensor on but the sensor otherwise charges and records, you can often keep working temporarily: plugging the sensor in powers it on, and it may stay paired immediately after you unplug it. Treat this as a workaround, not a fix - contact us so we can arrange a repair or replacement.
Reporting a charging or battery fault
Email [email protected] with:
• The sensor number from the back of the sensor
• A photo of the sensor, including the charging port
• What the LED does when you turn it on, and what it does when you plug it in to charge
• Roughly how long it now lasts on a full charge
• Which cables and power sources you have already tried
The LED behaviour is the single most useful detail — it tells us immediately whether the sensor is receiving power.
Note: Sensors carry a 2 year warranty covering manufacturing faults, and for subscription customers, failure through fair wear and tear from normal use. See Sensor Warranty.