Outdoor probe thermocuple aren´t upload data

[Corozco]

Is the server working? We have 5 outdoor sensors installed with 2 different Tag Managers. None of the outdoor sensors have been uploading data to the cloud since last night, but they are updating normally.  This issue started yesterday, and it is affecting only the outdoors sensors. All other sensors (e.g., Tag Pro) are uploading data to the cloud without problems. Could you please check if there is a problem with the cloud service or with the processing of data from thermocouple sensors? We need to restore normal operation as soon as possible because these devices monitor critical ultra-low temperature storage.

[Corozco]

 I´m still experiencing the same issue. The outdoor sensors are not graphing any data. I have already unlinked and re-linked them to the Tag Managers, but they are still not uploading data. I would appreciate it if you could review this matter. Thank you.  

[Corozco]

Is there still technical support? We have been sending emails and tickets for 5 days without any response.

Today we performed on-site tests. We replaced all the batteries (on the 4 affected sensors), replaced one of the sensors with a new unit, and replaced the temperature probe. We discovered that the issue occurs with readings below -60°C. When the temperature drops below -60°C, the sensor stops graphing the data.

We confirmed this because when applying a manual calibration in the system to force the readings to higher values, the system starts to record and graph the temperature again.

Currently, these sensors are registering temperatures around -90°C. We urgently need your assistance in correcting this issue. We have been without graphs for 4 days, and these are ultra-low temperature freezers used in the healthcare sector.  

[Catman]

Seems you're running them out of specs: Operation range: -40°C (-40°F) to 85°C (185°F), non-condensing (0-95% RH)

[Corozco]

-40 to 85 is for tags but the issue is affecting only the external probes with K type thermocouples that we've been using for several years. 

[sop...@goldcas.net]

Mr. Zhiheng please help with this ticket. Having issues with external probes not trading temperatures below - 75

[Natalie Roberts]

I am also having this issue with only my outdoor tags. The rest of the tags are fine...

[Corozco]

It’s unfortunate not to have access to technical support. I’ve been trying to contact Cao Gadgets for 15 days through every channel (ticket, forum, phone, chat, email) with no response. I have 4 sensors installed on ultra-low freezers used in clinical laboratories that are showing this anomaly, and I haven’t been able to resolve it.  HELPPP!!!!!!!!!!!!!!!!

[sop...@goldcas.net]

 Does anyone have any idea about this company’s technical support? It has been a month since we reported a critical issue, and the external probe K-Type are NOT MEASURING TEMPERATURES BELOW -75°C, which means that data is no longer being recorded. PLEASE, we have ultra-low freezers running without monitoring due to this failure that started on August 12, 2025. It is extremely disrespectful not to respond — at the very least, you should write back to let us know that you are not going to solve the problem!  

[Zhiheng Cao]

The k-type thermocouple we sell is rated 0-400C. We have linked a 3rd party k type thermocouple which can be connected to our reader for measuring lower than -70C temperature. There are also many other brands of k type thermocouples. You haven't mentioned what thermocouple you have connected to our reader. Do you know its temperature rating?

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