Difficulty: expert
Content
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Learning Objectives
After reading this article, you’ll be able to:
identify possible reasons for not seeing VergeSense data on your Workplace touchpoints
take action to mitigate the identified issue
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This Page is still in Draft / Work in Progress State. |
If the Workplace touch points are not reflecting data from your VergeSense sensors, you can use these steps to check and solve the issue.
Make sure that the VergeSense gateway has an internet connection. See VergeSense gateway installation and check connectivity on /wiki/spaces/KB/pages/492301. Verify below instructions on how to reboot a sensor.
Make sure that the VergeSense sensor is powered, by following the instruction in PointGrab installation > Hardware requirements.
Verify the configuration on the Workplace platform (see below)
Verify the configuration on the VergeSense platform (see below)
If the above steps did not solve the issue, please reach out to Spacewell Support
Reboot Sensor
There are 3 possible ways to reboot a sensor:
press the button on the sensor
open the lid and remove a battery. Make sure all 6 batteries are placed correctly
when the sensor is connected: There is also a reboot button in the installer tool that will allow a remote reboot command to be sent to the sensor (see /wiki/spaces/KB/pages/492301). It can be used when the sensors is not providing the correct information but still connected. If the sensors is not connected then only the physical reboot would work.
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Max 3 sensors should be rebooted at the same time. Otherwise the gateway will be overloaded. |
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Please do not manipulate the paperclip opening as this would bring the sensors to factory configuration and would need to have a firmware update. |
Battery Replacement
VergeSense VS-L302 Wireless Sensor runs on 6 Alcaline or Lithium (not rechargeable) AA batteries.
Batteries should work 2-3 years, because the devices go into battery saving mode when they are not triggered (eg overnight + during the weekend).
Gateway LED Indicators
When functioning as expected, the gateway will have one solid green light.
When first booting up, the LED will pass through the following states:
LED Color | LED Activity | Meaning |
|---|---|---|
Grey/Black | Off | Gateway is off |
Yellow/Amber | Solid | Gateway is booting |
Yellow/Amber | Slow-blink (1 blink every 2 seconds) | Gateway is booting |
Yellow/Amber | Fast-blink (2 blinks per second) | Gateway is attempting to connect to Rigado Edge Connect |
Green | Solid | Gateway is connected to and authenticated with Rigado Edge Connect |
Sensor LED Indicators
LED Color | LED Activity | Meaning |
|---|---|---|
Green | Flashing (0.5s) once every 15s for 5 min | Confirmed connection |
Red | Flashing (0.5s) once every 15s for 5 min | No connection |
Blue | Flashing | Hardware failure |
If gateway does not connect
Confirm ID
Check and tighten all connections (antennas, power)
Power cycle
If still not connecting, contact Spacewell support
If sensor does not connect
Confirm ID
Confirm power
Power cycle
Replace sensor
If still not connecting, contact Spacewell support
Verify the configuration on the VergeSense platform
Ask your Spacewell Implementation Consultant or Spacewell Support to check the /wiki/spaces/KB/pages/492301:
Live Data view: When people are present in the area the sensor is covering, count is displayed in mouse-over pop-up (linked location color is yellow or red).
System Health view: The device Status is Linked (device icon is green).
Visit each area and make sure that your presence is detected and that the count displayed in the VergeSense Platform Live Data view is updated accordingly.
Verify the configuration on the Workplace platform
Check if the VergeSense device has been configured on the Workplace platform as per the VergeSense configuration instructions.
If sensor is live on the VergeSense Platform, but you’re not able to configure on Workplace platform: if the device is live, raise a ticket to the Spacewell Support team to check if data from this asset is being synchronized to the Workplace platform.
If all else fails…
If you have checked all the above settings and configurations, and you find that for example, data is showing up in the VergeSense Platform Live Data view, but not flowing into the Workplace environment: please reach out to the Spacewell Support team.
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