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IoT Device Trouble Shoot Guide

Your quick guide to identifying and fixing common problems.

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Tank Level Device

Sensor Measurement Error - From Initial Use

Confirm that the sensor has been installed correctly by checking the following:

  • Sensor Orientation
    Is the monitor device installed with the activation button facing upwards?

    The activation button must face directly upwards when installed. If the device is tilted or mounted at an angle, the internal sensor components may not function correctly, resulting in inaccurate measurements. Incorrect orientation can interfere with radar readings and overall performance.

    Ensure the mounting surface or bracket supports a stable, upright position.

  • Sensor Position
    Is the sensor installed near the centre of the tank, with at least 150 mm clearance from the maximum water level?

    For accurate readings, the sensor should be mounted as close to the centre of the tank as possible to maintain a clear, unobstructed view of the water surface.

    There must also be a minimum vertical clearance of 150 mm between the sensor and the highest possible water level. This helps prevent false readings caused by splashing, condensation, or surface movement near the sensor.

  • Sensor Level
    An uneven sensor can distort radar signals and cause measurement errors.

     

    To check and adjust the sensor level:

     

  1. Press and hold the activation button for 5 seconds until you hear two long beeps.
  2. The device will enter test mode and begin emitting beeping sounds.
    – Faster beeping indicates a stronger and more accurate signal.
    – Slow or inconsistent beeping suggests the sensor is not level.
  1. Adjust the sensor angle until the beeping becomes consistent and rapid.
  2. Press the button once to exit test mode, or allow it to turn off automatically after 10 minutes.

Need Further Assistance?
If you have completed all the steps above and the issue persists:

  • Do not open or disassemble the unit, as this may cause damage and void the warranty.
  • Log a support request via the JoJo Monitor App, or
  • Contact the JoJo Shared Service Centre:
    011 695 8300
    productinfo@jojo.co.za
  • Network Coverage
    Is there Sigfox coverage where the device is installed?
    Confirm Sigfox network availability in your area using the coverage map.

    If Sigfox coverage is not available, you can still retrieve readings via Bluetooth when you are within range of the device.


Need Further Assistance?
If you have completed all the steps above and the issue persists:

  • Do not open or disassemble the unit, as this may cause damage and void the warranty.
  • Log a support request via the JoJo Monitor App, or
  • Contact the JoJo Shared Service Centre:
    011 695 8300
    productinfo@jojo.co.za
Sensor Measurement Error - After a Period of Operation

If your sensor has been working correctly and then starts showing measurement errors, follow the steps below to identify possible causes and solutions.

  • Sensor Clearance
    Is there a minimum gap of 150 mm between the sensor and the highest possible water level?

    If the tank becomes full or overflows and the clearance is less than 150 mm, the water surface may be too close to the sensor, resulting in measurement errors. Ensure the required clearance is maintained even at maximum tank capacity.

  • Obstructions and Physical Condition
    Check for obstructions, water damage, or signal interference.

    Inspect the installation to confirm there are no physical obstructions between the sensor and the water surface. This may include:
    – Internal pipework
    – Fill valves
    – Float mechanisms
    – Large debris inside the tank

    Any obstruction can interfere with the radar signal and cause incorrect readings.

    Also check for signs of water exposure:
    – Ensure the sensor has not been submerged
    – Confirm it has not been exposed to excessive moisture or condensation

    To check for internal water damage, gently pick up the sensor and shake it. If you hear water inside the unit, the sensor is likely compromised and will need to be returned for inspection or repair.

    If you suspect that the sensor has internal water damage:

    • Do not open or disassemble the unit, as this may cause damage and void the warranty.
    • Log a support request via the JoJo Monitor App, or
    • Contact the JoJo Shared Service Centre:
      011 695 8300
      productinfo@jojo.co.za

 

  • Constant 100% Water Level Reading
    Does the app always show the tank as 100% full?

    In some installations—particularly those connected to high-pressure municipal water supplies—the tank may remain constantly full. In such cases, the sensor may not detect noticeable water level changes, which can lead to persistent full readings.

    Check the following:
    – Water inflow and usage patterns
    – Sensor position and alignment
    – Potential reflection or signal interference within the tank
  • Network Coverage
    Is there sufficient Sigfox coverage where the device is installed?

    Occasionally, temporary Sigfox network disruptions can occur and usually resolve within a few days. However, if the Sensor Measurement Error persists, it is unlikely to be caused by a temporary signal issue.

    If:
  • The device shows an error, but
  • You can still connect via Bluetooth

    This indicates that the sensor is functioning but not communicating effectively with the Sigfox network.

    Try the following:
  • Reposition the device to improve line-of-sight
  • Move the node box slightly to an area with stronger signal reception

    The Sigfox network operates similarly to cellular or radio-frequency networks, so small changes in position can significantly improve connectivity.

Is your Remote Monitoring subscription still active?
Remote Monitoring subscriptions are valid for one year from the activation date and must be renewed annually.

To renew:

  • Purchase a new subscription via the JoJo Online Store.
  • You will receive a confirmation email with a unique subscription code.
  • Log in to the JoJo Monitor App and enter the code via:
    – The “Renew Subscription” link in your Device Details dashboard, or
    – The renewal prompts sent via push notification (issued one month before expiry).
  • Device Movement
    Has the sensor shifted from its original position?

    External factors can cause the sensor to move, including:
  • Strong winds or heavy rain
  • Animals such as cats, birds, or other wildlife accessing the tank

    If movement is detected, reposition the sensor according to the installation guidelines.

 

  • Internal issues
    Water Ingress

    Heavy rain or condensation may cause water to enter the sensor housing. As a test, gently shake the sensor—if you hear water inside, the unit may be damaged and requires inspection.

  • Sensor PCB fault
    There may be an internal issue with the sensor’s printed circuit board (PCB).


Need Further Assistance?

If you suspect any internal fault or the issue remains unresolved:

  • Do not open or disassemble the device, as this may cause damage and void your warranty.
  • Log a support request via the JoJo Monitor App, or
  • Contact the JoJo Shared Service Centre:
    011 695 8300
    productinfo@jojo.co.za

JoJo Monitor Mobile Application

Adding Shared Userts to a Device

Confirm that the correct steps were followed by both the main user and the shared user.

  • Main user
    • Send an invitation to the shared user via the JoJo Monitor App.
    • Ensure the email address and phone number entered are correct and free of typing errors.
  • Shared user
    • Accept the invitation via the email received.
    • Download the JoJo Monitor App.
    • Create a user profile using the exact same email address and phone number that were used in the invitation.

      Even small differences (such as extra spaces, different email addresses, or alternate phone numbers) can prevent the app from linking the invitation correctly.
  • Multiple user accounts
    • Ensure that only one shared user profile has been created.
    • If multiple profiles are created using the same or similar details, the JoJo Monitor App may struggle to link the invitation to the correct account.
  • Profile information mismatch
    • Confirm that the email address and phone number used when creating the shared user profile exactly match the details entered in the invitation.
    • If the details do not match, the invitation will remain pending

Need Further Assistance?
If you have completed all the steps above and the issue persists:

  • Log a support request via the JoJo Monitor App, or
  • Contact the JoJo Shared Service Centre:
    011 695 8300
    productinfo@jojo.co.za
Renewing your Remote Monitor Subscription

Remote Monitoring subscriptions are valid for one year from the activation date and must be renewed annually.

To renew:

  • Purchase a new subscription via the JoJo Online Store.
  • You will receive a confirmation email with a unique subscription code.
  • Log in to the JoJo Monitor App and enter the code via:
    – The “Renew Subscription” link in your Device Details dashboard, or
    – The renewal prompts sent via push notification (issued one month before expiry).
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