How to Troubleshoot Common Issues with Triton ULTRA

I'm not receiving email alerts

Check that all SMTP settings are correctly entered under Settings → SMTP on the sensor's local interface. Make sure recipient email addresses are added and that your credentials — including the app password (not your regular email password) — are valid. Email alerts will only work if SMTP is properly configured. See our SMTP Configuration Guide for step-by-step instructions.

A specific staff member isn't getting alerts

Verify that the staff member's email address is listed under SMTP Recipients on the sensor. The system supports up to 10 individual recipients. If you need to notify more than 10 people, set up an email forwarding group or distribution list and use that group address as a single recipient.

I'm getting frequent tamper alerts

Adjust the Tamper Sensitivity under Device Settings → Config. The tamper threshold is a range between 0 and 1000, with 500 as the default. Lower values make the sensor more sensitive (more alerts), and higher values make it less sensitive (fewer alerts). Also make sure the device is securely mounted and not near vibration sources like vents, doors, or walls that get bumped frequently. Note that if the tamper sensitivity is set too high, the device's own speaker going off can trigger a tamper alert.

I'm not getting alerts for a specific event (vape, aggression, etc.)

Check that the event is enabled in Actions → Action Settings and that it's linked to a notification type (email, LED, speaker, etc.). An event can be enabled for detection but won't send an alert unless it's paired with an action. Also check the event thresholds under Event Settings (e.g., aggression dB level) and review global settings like Keyword Detection Sensitivity in the Config tab.

I'm getting too many vape alerts or false vape alerts

Review the sensor's physical placement — avoid locations near HVAC vents, open windows, or automatic air fresheners, as these are the most common causes of false vape alerts. You can also adjust thresholds in Event Settings to reduce sensitivity. For a more detailed walkthrough, see our How to Troubleshoot False Alerts for Vaping guide.

My device keeps randomly going offline

This is most commonly caused by DHCP. If your sensor was assigned a new IP address by your DHCP server, your firewall may no longer be allowing traffic for that IP. Check whether the IP changed, update your firewall rules if needed, and set a static IP to prevent this from happening again. Static IPs are highly recommended for on-prem setups. See our Static IP Guide.

The web GUI isn't loading correctly

Clear your browser's cookies and cache, then refresh the page or log out and back in. This is most often needed after a firmware update, as the browser may be caching the old interface.

My integration isn't triggering

Refer to the integration guide for your specific platform and double-check all HTTP, TCP, and MQTT settings. Even small typos in IP addresses, ports, or payload fields can prevent integrations from working. Use the Test function (if available) to verify connectivity.

I'm getting alerts outside of expected hours (or not getting them when I should)

Go to Events → Event Settings → Advanced. For each event, you can configure which days of the week and times of day alerts should be active. If these time settings aren't configured, the device may send alerts outside of normal hours or fail to send them when expected. Review the schedule for each enabled event to make sure it matches your operating hours.

I'm getting false alerts or missed alerts for keyword detection

Keywords must be spoken clearly, loudly, and with intent — they need to be said on their own, not buried in a longer sentence. They generally need to be spoken fully and with emphasis to trigger an alert.

If alerts aren't triggering, try speaking the keyword more clearly or slightly louder. If you're getting too many false keyword alerts, go to Device Settings → Config and adjust the Keyword Sensitivity setting. Lower values make the system more responsive but can increase false positives; higher values reduce sensitivity and help prevent false alerts.

Note: This section refers to the built-in keyword detection on the local software. If you're using Triton Keyword Assist (TKA) through Triton Cloud, the configuration and supported keywords are different — TKA supports fully custom words and phrases.

Need help? Contact us at support@tritonsensors.com or call 800-305-1617.