Troubleshooting

This section helps you quickly identify and resolve common issues with your SQ-Panel and Carenuity App. Each flow guides you step by step. If the issue persists, you'll find an escalation checklist and support options at the end.

1. Connectivity Issues

  1. Is your SQ-Panel powered on?
    • No → Check USB power adapter and cable. Try another socket.
    • Yes → Continue.
  2. Does the Border Router show as online in your app?
    • No → Restart the Border Router. Check your Wi-Fi connection.
    • Yes → Continue.
  3. Does the SQ-Panel LED blink during pairing?
    • No → Hold the reset button for 5 seconds and retry.
    • Yes → Continue.
  4. Still not connecting?
    • Try pairing via QR code again.
    • Move the device closer to the Border Router (<5 m for setup).

If unresolved: Collect serial number (back of device), app version, and firmware version, then open a ticket.

2. App Sync Problems

  1. Are measurements visible on the SQ-Panel but not in the app?
    • No → Device might be offline (see “Connectivity”).
    • Yes → Continue.
  2. Is your app up to date?
    • No → Update via App Store / Google Play.
    • Yes → Continue.
  3. Log out of the app and log in again.
  4. If data still does not sync → reinstall the app.

If unresolved: Provide screenshots, app version, and date/time of failed sync when contacting support.

3. Sensor Values Look Wrong

  1. Temperature/Humidity out of expected range?
    • Device may be near heat sources, direct sunlight, or draft. Move to central location.
  2. CO₂ readings too high indoors?
    • Cross-check with another calibrated meter if available.
    • Ensure no nearby CO₂ sources (candles, stoves, many people).
  3. VOC values high after cleaning/painting?
    • This is expected; values normalize after airing out.

If unresolved: Provide 2–3 sample values, room type, and environment conditions in your support ticket.

4. Alarms Not Triggering

  1. Check if alerts are enabled in the app (Settings → Notifications).
  2. Has the threshold been reached?
    • Example: CO₂ alarm triggers >1000 ppm (customizable).
  3. Is “Do Not Disturb” mode active on your phone?
  4. Restart the app and re-test alarm with a manual threshold.

If unresolved: Provide screenshots of alarm settings and app notification settings.

5. Firmware Updates

  1. Does the app show an available firmware update?
    • No → Your device is up to date.
    • Yes → Continue.
  2. Place SQ-Panel within 3 m of Border Router.
  3. Keep app open until update completes.
  4. If update fails: restart device and retry once.

If unresolved: Send device serial number, firmware version (Settings → Device Info), and app version to support.

Escalation Checklist

Before contacting Carenuity Support, please collect:

  • Device serial number (back of panel)
  • App version (Settings → About)
  • Firmware version (Settings → Device Info)
  • Border Router model and firmware version
  • Description of issue, steps already tried, and screenshots if possible

Contact Support

If none of the above steps solved your issue:

We aim to respond within 24 h (working days).