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2.6 Device Health Check and Troubleshooting

Contents

Device Health Check

Beside accuracy audit stage which can be affecting the data, several device health check issues can be affecting the counting accuracy of the device too. Therefore, before the data of a device is ready to be used, the device must first be free of the following health check issues. All these can be checked from Device Management & Health Check page. The reason behind this is explained in the following sections.

First of all, users can access Device Management & Health Check page by 2 steps:

STEP 1 - Access to FootfallCam Analytic Manager V9™: https://v9.footfallcam.com via any Browser.

STEP 2 - Click on Setting > Devices to access Device Management & Health Check page.

All device's health check issues can then be checked from here.

 

Network Status of a Device

Each FootfallCam device is sending a set of information to our FootfallCam server to indicate they are still 'alive' and the information being sent are called as the Heartbeat of the device, which is the network status. The Heartbeat is being sent to FootfallCam server every 15 minutes and it is being stored in FootfallCam Database for 1 month only. By referring to this log, we are able to acknowledge that the device is online or not. If a device is offline, it's data will not be uploaded to our server and will not be available in any of the dashboards or reports. However, the data is not lost and will be automatically uploaded to the server once the counter is back to online within 1 week.

 

Offline Troubleshooting

There are several reasons which could cause a device to be offline. Basic checking is required from users by checking on the LED light of the device.

LED Light

Possible Causes and Respective Action Plans
Flashing Blue Light

Device is not paired.
Make sure to input the correct pairing code. Please refer to the link below for more details.
4.1.1 Add Device During Installation
Constant Blue Light

No issues detected.
Counter is functioning and no solution is required.

No Light

Switch to supply power is turned off.
Ensure the power cord is plugged in tightly to the midspan / PoE switch and emits both green and orange lights.

Faulty power socket.
Test the power socket with another device.

Loose cable in midspan / PoE switch.
Unplug cable from Midspan and plug it in again.

Loose cable in router port.
Unplug cable from router and plug it in again.

External physical damage.
Verify that the device is installed in a suitable environment that complies to the hardware operating standards.
(Info: Please refer to Product Specification.)

Flashing Yellow Light

Software issue.
Please raise a support ticket.

Constant Yellow Light

Network cable is crimped incorrectly.
Ensure the cable is crimped in the correct sequence and wires are connected to the end of the pin.
(Info: Please refer to Section 3.2.2 Installation Cable.)

Loose network cable.
Ensure the network cable is plugged in tightly to the midspan / PoE switch and emits both green and orange lights.

Flashing Green Light

No network.
Confirm the availability of network with internet service provider.

IP address conflicts with another device.
Enter the counter's IP address in an internet browser and ensure the user is redirected to the Counter Control Panel Login page. Check IT settings in the network page.

Firewall blocked.
Unblock Port 80, Port 22 and Port 443.
Unblock FootfallCam server http://portal.footfallcounter.com, http://145.239.4.218, http://91.109.10.77 and http://54.85.80.97.

DNS issue.
Ensure the server address is entered correctly.

Functionality of the router port.
Change the Cat 5e network cable from the current port to another port.

Proxy password expired.
Check proxy server connectivity and whether the proxy has expired or not.

Insufficient network bandwidth.
Ensure other system resources are not using all the available bandwidth and ensure the device IP address assigned correctly.

Incorrect network setting.
Open smartphone Wi-Fi SSID to search for counter and login into the control panel to check IT Settings.

IP out of range.
Double check the IP details and ensure everything is correct.

Gateway issue.
Double check IP details and gateway and ensure everything is correct.

DHCP issue.
Double check router and ensure it is working.

FootfallCam has been blacklisted.
Check if FootfallCam server had been blacklist. If that is the case, please add FootfallCam server into firewall whitelist. Please refer to link below for more details.
1.1.2 Requirements for using FootfallCam™ Cloud Servers

Constant Green Light

Server connection issue.
Double check if the server is up and running. Then check if site network is able to connect to the server.

Constant Red Light

System error during bootup sequence.
Power Cycle - Power off device for 5 minutes, unplug both pink cable and grey internet cable from Midspan/ PoE switches, and plug it in again. Open smartphone Wi-Fi SSID to search for counter and login into the control panel again.

 

Updated on July 13, 2022