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TSI Link Solutions FAQs: Troubleshooting

FAQs about troubleshooting

Frequently-asked questions about identifying and handling issues with your device and TSI Link Solutions.

Why is my device map pin gray? Why do I have an error message? How can I view my monitor’s status?

If your monitor is offline for more than 24 hours, the monitor’s pin on TSI Link™ Solutions page will be grayed out. Once you click on the pin, you will be able to see an error message that will remain until the monitor is back online.

To see the status of your monitor, enter the additional device status and settings page by clicking the three vertical dots in the left corner of the monitor’s data screen.

I’ve forgotten my password—how do I reset my password?

To reset your password, click the “forgot password” link on TSI Link™ Solutions login page. TSI will send an email to the email address associated with your account, and you can follow the instructions in that email to reset your password.

I’ve created a new online account and have not received the email validation email in order to verify my account. 

Confirm or take actions on the following items:

  1. You’ve correctly entered your email address. 
  2. Email was not sent to your junk/spam folder.
  3. Search for no-reply@tsilink.com
  4. Determine if whether or not your organization has restrictive email rules that prevent your inbox from receiving the email validation. 
  5. Reset your password on the unverified account.  After changing password, you should be able to log in with password.
  6. Create an account with a different email address (example: Gmail will not block).

How do I resend the verification email?

If you log in with the username and password that was used to originally create the account, the first screen will ask you to verify your account. Here you will see a ‘resend verification email’ button.

My device data is not displaying on TSI Link™ Solutions.

There is a delay when the device is connected to the Wi-Fi® due to the default interval setting of 15 minutes.  So, it could take up to 15 minutes for the website to receive the device measurement.

Other causes may include:

  • Wrong device serial number on the website
  • Device is not connected to the Wi-Fi® home/work router
  • The customer's home/work internet is down

I’ve activated multiple devices, but can only see one device.

If you set the location to be the same for all devices the device pins for these devices will overlap and you will see only the last device activated. Double check that you’ve put in the correct coordinates.

I’ve added an email for collaborator features, but the email cannot see the private data or export file.

Please check that the collaborator’s email address has a TSI link online account.  

I’m unable to see the new features on TSI Link™ Solutions.

Website browser cookies/cache needs to be deleted. Some features are restricted from the free account.

Unable to reset password.

Confirm you haven’t signed up with the wrong email address or incorrectly entered your email address.  If an incorrect email address was entered, you’ll be unable to reset password. Reach out to cloudsupport@TSI.com to seek assistance if you need confirmation on the email address associated with your account.

Data export file temperature column has the wrong temperature unit.

The data export file temperature unit is set at the map setting level. To select Fahrenheit or Celsius, while in the map tab, click on the settings gear and change the temperature unit.

Unable to use the “use browser location” to set the location of the device pin.

Change your browser settings to allow pop ups to enable this feature. In Chrome, go to Settings > Privacy Security > Site Settings > Pop-ups and Redirects, and set Allowed/Blocked toggle to Allowed.

Timestamp is not my time zone.

The data export file timestamp is in coordinated universal time (UTC) not any specific time zone.

My device won’t register under a new account.

In order for your device to be registered to an account it cannot already have an account it’s registered under. In order to change the account your device is sending data to, you must unregister in Device Settings.

Why does tsilink.com request to use your current location for every login?

Safari settings across all webpages browsed give you three options:

  • Allow means it will never ask for permission (and will use your location)
  • Deny means it will never ask for permission (and will not use your location)
  • Ask means it will ask you every time you log in

API Data Services: My air quality data won’t load into the Excel® data analyzer.

The TSI Link™ Data Analyzer will display an Error code in the top right hand panel in the Excel® spreadsheet. A link will then appear in the header to ‘Contact TSI Support’. The link will take the user to TSI’s global support page.

API Data Services: My secret has expired, how do I get a new one?

Once the Settings option is clicked in the upper right hand pane a link will appear: ‘Copy this information from your TSI Link™ Data Services page’. The link will take the user to tsilink.com

API Data Services: One of my devices isn’t showing up

It is likely that the device was not registered properly. Navigate to tsilink.com > API. If you don’t see your device in the Registered Devices window use the ‘Contact TSI Support’ for help to troubleshoot the issue.