Smart Technology FAQs

If the 4G network is not available, will it drop down to 3G/2G?

The Gateway will preferentially connect to the 4G network and will drop down to 3G/2G when the connection isn’t smooth. When the network connection is 3G/2G, it will be slower, and the information may be delayed.

I am not receiving data from the Temperature and Humidity sensor. What’s wrong?
  1. First, please check if the device ID is the same as on the QR code.
  2. Second, bring the Sensor to an abnormal condition – either blowing into the Sensor vent holes to increase humidity and/or expose the Sensor to a high temp (>27C) or low temp (<18C) environment. If the temperature or humidity is abnormal, the red light will stay on for about 4 min.
  3. Third, please check whether the individual Sensor or all the Sensors can't receive the data. If the Sensors under the same Gateway can't receive the data, please check whether the gateway's working normally.
I am not receiving data in real time. Is this normal?

When the network is unstable, there will be delays in sending data.

How do I replace my battery?

Bivar's Smart Devices are meant to last up to 10+ years under optimal conditions. Replacement of the battery will entail opening the plastic enclosure which will void warranty.

How do I replace my SIM card?

The original SIM card on the device is the most stable card we have tested. The SIM card is not meant to be replaced until the first year of subscription ends, but rather the subscription will need to be renewed. Replacement of the SIM card will entail opening the plastic enclosure which will void warranty. Note: T-Mobil & AT&T cards may work but not guaranteed.

Can I replace the SIM with my or any 4G Network compatible card?

The original SIM card on the device is the most stable card we have tested. The SIM card is not meant to be replaced until the first year of subscription ends, but rather the subscription will need to be renewed. Replacement of the SIM card will entail opening the plastic enclosure which will void warranty. Note: T-Mobil & AT&T cards may work but not guaranteed.

How often do I get notifications of abnormal condition?

The Sensor pushes data to the Gateway, waits for the reply from the Gateway, and waits for 2 seconds. If the Gateway does not reply, the Sensor continues to push data 5 times. If not returned, the data push fails. After 2 minutes or when the status changes, the Sensor pushes data again until the push is successful.

Do I get regular notifications even under normal conditions?

Gateway does not push regularly. Under normal conditions, the Sensor is updated once an hour. Smart Handle is updated only when the state changes – engaged or disengaged.

How often do I get status of sensor environment?

Temperature and humidity conditions are detected once a minute. Pushes and status updates are sent when the temperature and humidity changes exceed the preset values. If the temperature and humidity changes are within the preset values, the data is pushed every hour.

How long will it take to connect to the 4G network?

The Gateway will connect to 4G network within 15 minutes in normal.

How many email accounts can I register?

There is no limit of email accounts you can register.

What is the warranty on these devices?

One year from date of purchase.

Why am I not getting notifications?
  1. Under normal circumstances, the Bivar Smart App should receive notifications, as well as to the registered email.
  2. After confirming that the Gateway is correctly added and the Sensors are paired correctly, if the Bivar Smart App still has not received a notification, re-check your mobile and/or local network access.
  3. You can also try to log out and log back into your account again to see if you can receive notifications again or check if the mobile phone or web network is.
Where can I find operational instructions / user guide for these devices?

Bivar Smart App and Device Setup, Installations and Registration can be accessed and downloaded from the Bivar Download Center webpage.

Does your device come in different colors?

Gateway device comes in black color. Sensors comes in silver color. Different color options are not available at this time.

How long can I keep my records on the Cloud server?

Data is always stored in the server and is backed up regularly.

How can I retrieve my data from the Bivar’s Cloud server?

Data retrieval from the server is currently not supported from user end.

Is the data stored on the Gateway or Sensor?

In an interim network connection and/or power failure, the Gateway can store up to 1000 pieces of data. These data will be sent to the Gateway once the network connection is up and running again. Gateway cannot receive and store data when it remains off.

How much data is stored on the Gateway?

In an interim network connection and/or power failure, the Gateway can store up to 1000 pieces of data. These data will be sent to the Gateway once the network connection is up and running again. Gateway cannot receive and store data when it remains off.

If the Gateway loses power, will the Sensor and/or Gateway retain data during power interruption?

In an interim network connection and/or power failure, the Gateway can store up to 1000 pieces of data. These data will be sent to the Gateway once the network connection is up and running again. Gateway cannot receive and store data when it remains off.

Still need help?

If your questions weren't answered, contact our customer support.

Gateway Communication Center FAQs

My Gateway is not connecting to the 4G network. What can I do?
  1. First check the power adapter to ensure it is rated and puts out 5V.
  2. Please observe the status of the indicator. The green light should light up to indicate power is available. The blue light flashes to indicate that the network is being connected, and the yellow light lights to indicate that the server is connected.
  3. If it is still not connected after 10 minutes, you can try to power off and restart.
  4. If powering off/on the device does not connect you to the server - yellow light is off, contact Bivar customer service for a replacement or repair.
Which antenna goes to which port?

Bivar Smart App and Device Setup, Installations and Registration can be accessed and downloaded from the Bivar Download Center webpage.

Is there an on-off switch on the Gateway Communication Center?

No. The Gateway will turn on when the power cable is plugged into the unit.

Can I use a different power adapter from what came with Gateway?

Yes, as long as its rated output is 5V/1A or 5V/2A.

What is the voltage input for the Gateway?

The voltage input for the gateway is 5VDC.

What is the current/power rating of my Gateway?

The Gateway Standby Power is <1w and the working current<1A.

What type of power supply adapter do I need?

Power Supply adapter input is dependent on your local/regional location, but the output shall be 5VDC/1A or 5VDC/2A.

What type of power supply cable do I need?

The input connector to the Gateway is a Round Power Plug Type, 5.5 x 2.1mm, 5VDC.

How do I configure my Gateway?

Bivar Smart App and Device Setup, Installations and Registration can be accessed and downloaded from the Bivar Download Center webpage.

How do I register my gateway?

Bivar Smart App and Device Setup, Installations and Registration can be accessed and downloaded from the Bivar Download Center webpage.

What do the LED lights mean/indicate?

For the Gateway, Green light is the power indicator; Blue light is the network indicator; Amber/Yellow light indicates the cloud server connection.

Why is the Amber LED light not lit up?

The connection to the cloud server has not been successful/established. Give ample time for the Gateway to establish this connection. Or try restarting the Gateway. Also consider re-locating the Gateway to position it where 4G access is better.

Why is the Blue LED light blinking fast and Amber light off?

When the blue light is blinking fast, it means it has established a network connection. However, it is still trying to connect to cloud server.

Why do the LEDs do not light up when I plug in the power?

Please check if the power adapter meets the specifications.

What’s the best place to locate the gateway?

Gateways are recommended to be installed in a spacious, open area without obstacles in the vicinity where the paired Sensors will be installed (around 30 minutes).

What is the purpose of the RESET button?

The purpose is to reset the network connection.

How do I reset the gateway?

Either push the Reset Button for about 5 seconds, unplug and plug back in the power supply adapter from the connector or pull out and plug back in the round connector cable from the gateway jack connector located at the back of the device near the antenna.

Do I need to perform a routine gateway reset (on/off)

No, you do not need to perform a routine Gateway reset.

How much torque do I need to apply on the connector to mount the antenna?

It can be screwed in the end (Bivar will answer this, torque spec on for the SMA CONNECTOR).

What is the best antenna position?

The antenna functions best when positioned straight up and away from metal surfaces.

Can I rotate the antenna to get better signal?

There is no need to do. Ensure that the antenna connectors are installed firmly and the antenna functions best when positioned straight up and away from metal surfaces.

How many Gateways do I need?

Depending on the Sensor installation distance. It is recommended that Sensors are at a max. 30-meter radius around a Gateway.

How many Sensors can a Gateway handle?

Each Gateway can connect 75+ of both Temperature and Humidity Sensors and Smart Handles.

Do I need a second Gateway for a different type of Sensor?

No, you do not need a second gateway for a different type of Sensor.

Still need help?

If your questions weren't answered, contact our customer support.

Rackmount Secure Handle FAQs

What is the current/power rating of my Handle?

RF data transmission’s power consumption is about 30ma. The LED light consumes about 1.5ma. The device standby power consumption is 2.5 uA.

What do the LED lights mean/indicate?

For Smart Handle, green light is on when the Handle’s switch is activated indicating that the Handle is properly and securely mounted onto the server rack. Red light turns on when the Handle’s switch is de-activated indicating that the Handle mounting is loose or removed from the server rack.

How often should I replace my battery?

At optimal conditions, the Handle is expected to last between 5 to 10 years. The battery lifespan of the Handle depends on how many times and how long the Sensor is activated/de-activated and the time for abnormal conditions that are corrected.

Do I need the Non-Active handle? Can I purchase just the Active Handle?

The non-active handle is for aesthetics purpose to match the installed Active Handle mounted on the server or network appliance. Yes, you can purchase the Active Handle separately.

Can I use my existing drawer Handle bracket?

Bivar’s Handle bracket is designed with mounting features based on a standard 2U hole mounting configuration. Some OEM servers and/or network appliance may have been designed for a specific application.

Your bracket mounting holes configuration do not match my drawer unit’s mounting holes.

Please call our customer service support to provide you with assistance and/or recommendations.

Do you have a bracket adapter?

Due to multiple proprietary server and/or network appliance designs, support for this will be on a case-by-case basis. Please call our customer service support to provide you with assistance and/or recommendations.

The LED light on my Smart Handle does not light up. Why?
  1. If the LED light does not turn Green when the Handle is fully/properly mounted on the server rack, unscrew/remove the Handle and observe if the Red light turns on. If not, then open the Bivar Smart App to check if this device sent push notification(s) due to these trigger events.

  2. If the push notifications were received, then the LED indication light could be damaged. Please contact our customer service specialist to process a replacement of your product.

  3. If the push notifications were not received, the battery and/or product may be defective. Please contact our customer service specialist to process a replacement of your product.

What type of screw will I need for the Smart Handle to mount on the rack?

This product comes with pre-assembled Phillips, Pan-Head Screws, #10-32 Thread, ½ inch long.

Still need help?

If your questions weren't answered, contact our customer support.

Temperature/Humidity Sensor FAQs

Is there an on-off switch on the Temperature and Humidity Sensor?

No, there’s no on-off switch on the Sensor.

Can I adjust the (upper/lower) limits of my temperature setting?

No, not with this model.

Can I adjust the (upper/lower) limits of my humidity setting?

No, not this model.

How do I register my Sensors to the Gateway?

Bivar Smart App and Device Setup, Installations and Registration can be accessed and downloaded from the Bivar Download Center webpage.

How often do I get status of Sensor environment?

Temperature and humidity conditions are detected once a minute. Pushes and status updates are sent when the temperature and humidity changes exceed the preset value. If the temperature and humidity changes are within the preset value, the temperature and humidity data is pushed every hour.

What do the LED lights mean/indicate?

Green light indicates the temperature and humidity are within preset values; Red light indicates the temperature and humidity are above and/or below preset values.

Can I mount the Temperature and Humidity sensor on a wall/ceiling?

Yes, there is no requirement for the installation location, but the distance between the Sensor and the Gateway needs to be within the specified range (30m).

What’s the best place to locate the Temperature and Humidity sensors?

The Sensor is recommended to be installed where the air flow is relatively smooth. Also recommend installing 1 foot above the floor.  It is recommended that Sensors are at a max 30-meter radius around a Gateway.

The LED light on my Temperature and Humidity Sensor does not light up. Why?

Perform a quick test on the Sensor. Bring the Sensor to an abnormal condition – either blowing into the Sensor vent holes to increase humidity and/or expose the Sensor to a high temp (>27C) or low temp (<18C) environment. If the temperature or humidity is abnormal, the red light will stay on for about 4 minutes.

When the environment comes back to normal preset values, the green light will stay on for about 4 minutes. If neither light turns Red or Green, open the Bivar Smart App to check if this device sent push notification(s) due to these triggered events.

  1. If the push notifications were received, then the LED indication light could be damaged. Please contact our customer service specialist to process a replacement of your product.
  2. If the push notifications were not received, the battery and/or product may be defective. Please contact our customer service specialist to process a replacement of your product.
  3. Don’t attempt to replace the battery since this will void the warranty.
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Still need help?

If your questions weren't answered, contact our customer support.

Bivar Smart App/Desktop Browser FAQs

How do I sign in to the Bivar Cloud?
How can I reset my password?

Bivar Smart App and Device Setup, Installations and Registration can be accessed and downloaded from the Bivar Download Center webpage.

What should I do if I forget my password?

Follow the software application to retrieve or reset your password via email.

How many email accounts can I register?

There is no limit of email accounts you can register.

How come the Temp/Humidity charts do not show up?

After the initial registration of the Sensor to the Gateway, the Temperature and Humidity charts may not show up right away as the data are not yet available. Give the sensor time to send data to the gateway to the server cloud application to process.

How can I rename my devices – gateway and sensors?

Bivar Smart App and Device Setup, Installations and Registration can be accessed and downloaded from the Bivar Download Center webpage.

It is possible to rename the devices to properly identify the location where it’s being utilized. Please follow the instructions in the Device setup documents and through the Bivar Smart App.

Why am I not getting notifications?
  1. Under normal circumstances and checking that the Gateway is functioning properly (see light activity), the Bivar Smart App should receive notifications, the registered email should also receive notifications.
  2. After confirming that the Gateway is correctly added and the Sensors are paired correctly, if the Bivar Smart App still has not received a notification, re-check your mobile and/or local network access.
  3. You can also try to log out and log back into your account again to see if you can receive notifications again then check if the mobile phone or web network is working.
  4. If notifications are still not available, please call our customer service support to provide you with assistance and/or recommendations.

Still need help?

If your questions weren't answered, contact our customer support.