Difficulty: expert
Content
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Learning Objectives
After reading this article, you’ll be able to:
Understand basic sensor workflow
Identify where is the issue with the spacewell sensors
Define PointGrab installation location, taking into account the detection area compared to ceiling height and the area you want to cover
Install PointGrab devices, using PoE or WiFidifferent stages of where data can be “stuck”
Ask the right questions to identify where your sensor data goes missing
Know where to turn to to solve the issue
Understanding the flow
In general, /wiki/spaces/WM/pages/492666 can be described as this: sensors send data to a platform/data cloud (for example LoRa sensors send their data through a LoRa gateway to the LoRa Sensor Cloud, whereas proprietary sensors send their data to relevant platform), and Workplace picks up the data from that platform.
Broken down in smaller steps (More information on how this workflow is set up: /wiki/spaces/WM/pages/492237 ):
sensor data needs to be communicated to the gateway,
before entering the data cloud,
where it will be picked up by the Workplace platform,
where the data moves through Spacewell internal tools, before being stored in 15 minute time slots in the data warehouse,
so that it can be visualized on a Workplace touch point (GO, Workplace App, Kiosk App, ...)
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Additionally, data moves through
even more tools (overnight) before it's available in the Workplace Dashboards
or in the Replay.
This means that there are many stages in which data can get "stuck" or not
be communicated and stored in the Workplace Platform.
Below questions will help you understand
in which stage you're missing data, and what you
can do about it.
Questions to ask when you're missing data
Question 1: Do you notice data is not coming into Cobundu the Workplace Platform during an installation?
Did you follow the instructions on Installation & Quality Assurance (Quality Assurance) ?
Hub installed and confirmed working before sensor activation?
Look into hub Troubleshooting (Depending on the kind of hub, select the correct one from page LoRa Gateways / Hubs installation guides)
Was the Sensor activation done in a location where the gateway can be reached?
Check if the location mapping was done correctly
Verify that there are no typo’s in the sensor ID’s
…
Question 2: Are all sensor affected?
(for For some examples/concrete cases we had at other customers, please check below chapter "Example Cases")
Yes
Hub offline (if only 1 site) (check ports, network and switch, physical hub)
Look into hub Troubleshooting (Depending on the kind of hub, select the correct one from page LoRa Gateways / Hubs installation guides)
Global problem (check other tenants)
Partial
Hub offline (check ports, physical hub)
Look into hub Troubleshooting (Depending on the kind of hub, select the correct one from page LoRa Gateways / Hubs installation guides)
in order to determine of the issue might be a Sensor vendor problem (is data coming into sensor platform, eg TTN, CPMS?), see question 3
No
Sensor specific, see question 3
Question 3: At which stage is the data missing? (more detailed info see below)
(for For some examples/concrete cases we had at other customers, please check below chapter "Sensor connectivity guide#CasesExample Cases")
Dashboards / live floorplansGO Live Data
Check the config configuration and location grouping of the sensor in Studio
Check the floorplan floor plan and location master data in Studio + IWMS
Check Dashboards Space category mapping in Studio (for Space monitor)
Check installation of sensors + customer on site environment
See troubleshooting list Dashboard activation
Studio
Check the configuration of the sensor in Studio (New Studio)
Check status of sensor (New Studio: KPI or on Locations > Floorplan)Check the state of the sensor listener (Studio 1.0 > Settings)
Sensor cloud
Check if the sensor is provisioned/available on the relevant sensor platform (TTN, CPMS, Airthings)
Battery level (tabs) (see see Battery Lifecycle Measurement (Check Payload)(Spacewell internal))
Physical location
Check physical installation on site at the customer (ref Tabs (Tracknet) troubleshooting guide)
Workflow to follow about where data is missing
1. Check the data on the GO live floor plan
Go to https://go.cobundu.com
Login with tenant specific credentials
Select the affected relevant floor
(optional: Select the affected relevant sensor type in "View By")
Check the state of the floorplan
Check if the color of the location corresponds with the color of the data values of this sensor type (open legend; verify colors in Live floorplan settings)
Check dashboards
See troubleshooting list Dashboard activation
2. Check
the sensorsSensor Health in Studio
Login with your credentials
Select the affected tenantSelect Devices
Search the affected sensor
is the sensor ID correct (in hexadecimal?) and complete? Is a dash separating every 2 characters? (ref Tabs (Tracknet) configuration guide)
Check the sensor ID
Check the last seen
Open the Device Detail Page
Check the channel
Check the type based on the sensor models
Check the Location
Check the attribution of the location to Location Grouping (zones or departments)
3. Check the
Check Sensor Health
data on the sensor cloud
All tracknet/tabs sensors connect to TTN.
All Only Spacewell Support and Spacewell Implementation Consultants have access to the following platforms.
Depending on the kind of device that you are troubleshooting, you’ll need to visit another platform:
Pointgrab sensors connect to CPMS platform.
For Tracknet Tabs: A sensor that sends joining messages is trying to join our LoRa network. Due to the way that LoRa works it can take quiet a few tries before everything is synchronized.
If however the sensor is still sending joining messages after 1 day it is best to reset the sensor by removing the battery for a couple of hours and reinserting it.
If you're interested in knowing the battery health for Tracknet tabs, you can check this page: Battery Lifecycle Measurement (Check Payload)(Spacewell internal)
Troubleshooting on site
Things to take with you on site (depending on the device)
plastic badge/credit card/screw driver to open the sensor (check Tabs Sensors installation guides page on how to remove/change a sensor)
spare batteries (1/2 AA 3.6V lithium battery for Tabs)
spare caps (if needed for Tabs)
tape and scissors (see Tabs Sensors installation guides for best practices on tape)
computer with access to internet: Studio (health info) + Confluence (eg hub LEDs, installation instructions)
paperclip (optional)
microfibre cloth to clean surface
Example Cases
Below you find some cases that we encountered at our customers. The questions the consultant should ask are a combination from the above Connectivity Guide and the Tabs (Tracknet) troubleshooting guide
Example Case A: Sensor health yellow on alternating sensors → Hub offline due to changes to the switch
At customer A
On the Sensor Health floor plan, we noticed
Analysis:on different days that different sensors were turning up yellow.
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After checking if the hubs were still online on the sensor platform TTN, some turned out to be offline.p So we needed to check if any changes were made to the physical devices or on the network: |
After a physical check |
, it was confirmed that due to changes to the switch, one of the hubs was offline. |
This meant that the sensors had difficulties reaching the other hub and therefore they were not offline (red) but were able to connect to the remaining hub once in a while (hence the yellow To Check status). The switch was modified, the hub confirmed working again and the sensors were able to connect to the nearest hub again. |
Example Case B: Sensor health yellow on alternating sensors → Hubs needed reboot
At customer B
On the Sensor Health floor plan, we noticed
Analysis:on different days that different sensors were turning up yellow.
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After checking if the hubs were still online on the sensor platform TTN, some turned out |
to be |
offline. So we needed to check if any changes were made to the physical devices or on the network:
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After a physical check |
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it was confirmed that the lights on the hubs that |
were |
offline, were different than the lights on the ones that were online... A reboot of these hubs provided the solution: the hubs came back online and the sensors were able to connect to the nearest hub again. |
Example Case C: Sensor health red on all sensors → Change of internet provider
At customer CIn this case, we noticed that all sensors were red on the Cobundu sensor health Workplace Platform Sensor Health plan.
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After checking if data was coming on the sensor platform TTN ( |
no data was coming in) and if the hubs were still online |
, we noticed that all hubs were offline. So we needed to check if any changes were made to the physical devices or on the network:
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After a physical check |
, hubs and switch |
seemed OK. They |
indicated that they could not make any |
connection to the |
sensor platform. In discussions with IT, we realized that around the time that data had stopped coming into |
the Workplace Platform, |
there had been a change of internet provider - and had not communicated the necessary ports to open. Once the ports were communicated and the new internet provider took action, the hubs and sensors came back online. |
Example Case D: Sensor health red on many sensors → Battery change
At customer D, we We noticed that many sensors were turning turned red on the Cobundu Workplace Platform sensor health plan.
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After checking if data was coming on the sensor platform TTN ( |
no data was coming in) and if the hubs were still online, (which they were), we knew we had to take a closer look at the sensors. We performed a Battery Lifecycle Measurement (Check Payload)(Spacewell internal) and noticed that the battery for all the relevant sensors was depleted. |
Following the instructions of battery replacement (Tabs Sensors installation guides), the sensors came back online. |
Example Case E: Sensor health red on some sensors → Config error / typo in sensor ID
At customer E, we
We noticed that some sensors stayed red / did not turn green on the
the Workplace Platform Sensor Health plan after installation.
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Sensor ID’s that were red had a typo in them (could be one dash - too many in the ID, or a wrong number). After having removed the typo on these devices, the sensors started sending data to |
the Workplace Platform. |
Next steps
If the above instructions did not solve your issue, please reach out to Spacewell Support, including the results of the performed tests.
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