How to handle tags that are no longer working.
Returning Bad or Unresponsive Tags
Time to time a tag can become unresponsive and all tags will eventually come to end of life. A tag that is not communicative with the gateway (permanently lost signal) or does not work after properly replacing the battery should be returned to Cognosos for replacement or repair.
If a tag is attached to an asset, make sure to replace or re-attach a new tag after detaching the bad tag to ensure continuity in asset communication to the RTLS.
Set aside any unresponsive tags. Once 10 or more unresponsive tags are collected, please reach out to Cognosos Customer Support to submit a request to have any unresponsive tags checked and replaced. Use the Product Support option on the Cognosos hamburger menu to contact with Customer Support. Within the Support request, please be sure to include all tag IDs within the ticket to assist with research and tracking.
Damaged Tags
There are times when tags may become smashed or otherwise damaged while onsite. For any damaged tags, collect the remaining device and ID if possible.
Once tag(s) are collected, please reach out to Cognosos Customer Support to submit a request to have any damaged tags replaced.
Within the Support request, please be sure to include all tag IDs to assist with research and tracking.