If your device has disconnected or stopped syncing unexpectedly, try unplugging the device, then plugging it back in to reboot. If you are using a battery pack, ensure it is fully charged, or try plugging it into a wall socket to identify if the issue is with the power source or the device.

If you cannot physically unplug the device to reboot it, follow these steps to reboot:

Visit your device management page.
Select the affected device.
Hit the blue "reboot" button to reboot your device.

Still have questions? Please reference our list of common questions below, or contact us for support: [email protected].

Common Question	Datafy Solution
How can I check to see if my device is on or collecting data?	The device automatically turns on when plugged in. Scan the QR code on the device to visit your device management page to view connection and sync status. (Note: To maintain a fully weatherproof exterior, there are no external status lights on the device.) Still unsure? Contact [email protected] to verify that the device is powered on and successfully transmitting data from your location.
I'm plugged in, but my device is showing “not connected” on my management portal—what do I do?	Double-check that your device is receiving power. If it is receiving power, but it still shows as “not connected,” there may be a data connection issue. Contact [email protected] to troubleshoot the cellular connection or to connect to a local Wi-Fi network.
My cable isn't long enough to reach my wall socket. What should I do?	You may use an extension cord to extend the reach of the provided cables. Alternatively, you may use your own, longer USB cable, as long as it is rated to deliver at least 2.4 amps of current.
I don't have access to a power outlet. What should I do?	If you don't have access to a wall outlet for your event, you may purchase portable USB battery packs (we recommend 10,000mAh batteries for typically about 8 hours of power) for use with your Tally unit. Please ensure full charge and purchase a backup battery pack for events longer than your battery's life.
I want to use my own USB power adapter. Can I do that?	Yes. As long as the adapter is capable of delivering at least 2.4 amps of power, you may use your own wall adapter. Weaker adapters will negatively impact the device's performance.
I'm measuring a space larger than 250 feet. How do I ensure full coverage of my event footprint?	We recommend an unobstructed line of sight to accurately measure a 250-foot radius in full. Obstructions may decrease signal strength and the measurable radius. A single typical wall (sheetrock, little to no insulation) will only have a modest impact on range, but multiple walls, extra thick walls, or concrete walls will severely limit the range of the device. Contact [email protected] to advise on placement or signal strength impact based on your facility.
How will weather affect my device's performance?	Your Tally device is weather-rated; however, the wall outlet and adapter are NOT. Keep the wall adapter and outlet as dry as possible. If exposed to rain, position the device to physically shield the power source, or use a weatherproof outlet cover. While the device is weather-rated, it still contains sensitive electronics and should not be exposed to long periods of direct sunlight. Avoid direct sunlight and install it in a location with at least partial shade through the afternoon. Special accommodations for freezing temperatures or snow shouldn't be required.
Will the device work if cell service is poor?	The device needs a Wi-Fi connection or LTE/5G connection in order to sync and transmit data. There are three connection options for your device: Connect to a public or owned WiFi network: Share network details, including password if needed, with your Datafy representative. Read more. Connect via an AT&T LTE/5G cellular network (Default): Connection to AT&T is automatic and will transmit data through this method in most cases the moment it receives power. Connect via a Verizon LTE/5G cellular network: For an additional cost, you may request to connect via a Verizon network if their cell coverage is better in your area. Contact your Datafy representative if this coverage adjustment is required for your location.
I need to initiate a return. What do I do?	To initiate a return, submit a Tally Support Ticket and we will create a return label on your behalf.

Sometimes things happen. A one-year warranty is included in all devices, with an extended warranty available for purchase. Need a faulty device replacement? Submit a Tally Support Ticket, and we will create a return label on your behalf.