Most likely, it is not the sensor that is broken, but one of the soil probes. We have identified a manufacturing defect affecting some probes in one production batch. These defective soil probes can now easy be to identified and we will replace them. Here's how:
1. Make sure you are using app version 4.2.0 or newer.
2. Get a glass or other container (at least 2/3 the height of the soil probes length, depending on the length to be tested) and fill it with water.
3. Remove the soil probes rods from the sensor that shows the constantly low moisture readings.
4. Screw only a single soil probe into the left connector of the sensor (looking at the sensor from the front).
5. Immerse most of the length of the soil probe in the water.
6. Start live mode for the plant that matches the sensor (if the plant is also monitored by a Sphere, you will need to temporarily create a new plant and move the sensor if the live mode displays the Sphere's values).
7. If Live Mode measures a moisture value (approximately 15-25% is to be expected), the soil probe is OK. If it shows 0%, the soil probe is affected by the manufacturing defect and must be replaced.
8. Repeat the measurement with the other soil probe.
If you identify broken soil probes, please send me a photo of the affected probe (if you identify multiple, please take one photo containing all of them), the length of the soil probe(s), and your current shipping address so we can dispatch the replacement.