Troubleshoot your Terrestream

All issues

Wi-Fi will not connect

How are you connecting?

App or web dashboard

Continue in Add device in the app or dashboard. This path pairs over Bluetooth.

Check off anything you’ve tried.

Move the sensor near the router. Use a 2.4 GHz network and check its password.
On the sensor, open Setup & Connect and choose Set up with the app. Keep Bluetooth on and the Pairing screen open.
Retry Add device. On a computer, use Chrome or Edge with Bluetooth. Enter the current six-digit code if asked, then finish Wi-Fi and account setup.

What to look for

Setup finishes and the sensor appears in the account you used. Use that same account in the app and dashboard.

Mobile app setup Computer setup

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Device browser setup

Choose this path for the sensor’s Set up with a browser option. It connects Wi-Fi without linking an online account.

Check off anything you’ve tried.

On the sensor, open Setup & Connect and choose Set up with a browser.
Join the Terrestream-… network named on the sensor. Stay connected if your phone warns that it has no internet, then open 192.168.4.1.
Choose your 2.4 GHz home network and re-enter its password. Keep the sensor near the router.

What to look for

The sensor connects to Wi-Fi and can synchronize its clock when internet access is available. Use Add device in the app or dashboard for account access.

Local browser setup Add the sensor to an account

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All issues

Pairing or account linking fails

How are you connecting?

Mobile app

The app uses the current six-digit Bluetooth code shown on the sensor’s Pairing screen.

Check off anything you’ve tried.

On the sensor, open Setup & Connect and choose Set up with the app.
Sign in to the account you want to use, choose Add device and allow Bluetooth access. Keep the phone and sensor close together.
Select your sensor and enter its current six-digit code if prompted. If the code expires, reopen the pairing step and try the new code.

What to look for

Finish Wi-Fi setup and check that the sensor appears in this account. If it is already linked elsewhere, use the owning account or the transfer guide.

App setup steps Ownership transfer

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Computer

Use Chrome or Edge on a computer with Bluetooth. The sensor’s Set up with the app button also starts computer pairing.

Check off anything you’ve tried.

On the sensor, choose Setup & Connect → Set up with the app. Leave the Pairing screen open.
Sign in to the web dashboard, then choose Add device → Find my device. Allow browser Bluetooth access.
If the mobile app is connected, disconnect it before trying the computer. Select the sensor and enter its current six-digit code if prompted.

What to look for

Finish Wi-Fi and account setup in the dashboard. The sensor should appear under the account used for setup.

Computer setup steps Open web dashboard

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Home Assistant

Home Assistant uses its own eight-digit code, including leading zeros. This code expires after two minutes.

Check off anything you’ve tried.

On the sensor, open Setup → Home Assistant → Pair to show a current code.
In Home Assistant, open Settings → Devices & services and select Terrestream. If needed, choose Add integration → Terrestream Local and enter the sensor’s IP address or hostname.
Enter the eight-digit Home Assistant code. For a new setup, leave Existing measurement history → New setup selected. Submit, then choose a name and area.

What to look for

Open the device in Home Assistant and check that its readings appear. Allow warm-up or cleaning to finish if needed.

Home Assistant pairing guide Install Terrestream Local

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All issues

Readings look unusual

Check the readings

Keep the sensor powered in open room air. After setup, particles settle in about 30 seconds, VOC Index in about 1 hour and NOx Index in about 6 hours. CO₂ reaches its stated accuracy after about 2 days that include fresh air.

Check off anything you’ve tried.

Keep air openings clear. Move the sensor away from direct vents, windows, stoves, showers and humidifiers.
Compare the trend after nearby cooking, showers or cleaning have finished.
If one metric stays stuck or unusual, take a screenshot and note the room and sensor placement.

What to look for

Readings continue updating. If unusual readings persist after these checks, contact support with the screenshot and placement details.

Sensor placement CO₂ self-calibration Measurement evidence

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All issues

Screen, touch or update is stuck

Check the device

Keep the sensor powered while an update is visible. Wait for that state to finish before trying a restart.

Check off anything you’ve tried.

Check the supplied USB-C cable, power adapter and outlet. Make sure the cable is seated at both ends.
Tap the intended control once with a bare finger.
If the screen is still frozen and no update is running, try one power cycle.

What to look for

The normal reading screen or setup flow resumes. If it remains frozen, contact support and describe what the screen shows.

Power and first setup

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All issues

Fan sound or cleaning animation

Check the sound

The scheduled SEN66 self-clean runs on the first Tuesday of each month, around 10 AM local time, and lasts about 13 seconds. A cleaning animation may appear.

Check off anything you’ve tried.

Note when the sound starts and how long it lasts.
Check whether it stops on its own and readings continue updating.
Place the sensor on a stable surface.

What to look for

A brief sound that stops with readings updating is expected. Contact support if the sound is constant, repeats often or comes with frozen readings.

Fan cleaning schedule Quiet Hours settings

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All issues

Reset or transfer ownership

Prepare for reset

Factory reset clears saved Wi-Fi, settings, claim and account-linking information from the device. Be ready to set it up again.

Check off anything you’ve tried.

Open the sensor’s settings and choose factory reset.
Confirm only when you are ready to clear the saved setup. Reset the device before a change of owner; keep your own login private.
After reset, follow the normal setup flow with the account that will use the sensor.

What to look for

The sensor returns to first setup. If you cannot access settings or no longer have it, contact support from your account email with the device details you have.

Reset and ownership guide Set up again Personal data requests

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Troubleshoot your sensor.

What’s happening?

Wi-Fi will not connect

App or web dashboard

What to look for

Still need help?

Device browser setup

What to look for

Still need help?

Pairing or account linking fails

Mobile app

What to look for

Still need help?

Computer

What to look for

Still need help?

Home Assistant

What to look for

Still need help?

Readings look unusual

Check the readings

What to look for

Still need help?

Screen, touch or update is stuck

Check the device

What to look for

Still need help?

Fan sound or cleaning animation

Check the sound

What to look for

Still need help?

Reset or transfer ownership

Prepare for reset

What to look for

Still need help?

Ask Terrestream

Our team can take it from here

How can we help?