Difficulty: expert
Content
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Learning Objectives
After reading this article, you’ll be able to:
identify possible reasons for not seeing Pointgrab data on your Workplace touchpoints
take action to mitigate the identified issue
If the Workplace touch points are not reflecting data from your PointGrab™ Xovis sensors, you can use these steps to check and solve the issue.
Make sure that the PointGrab™ Xovis sensor is powered, by following the instruction in PointGrab Xovis installation > Hardware requirements.
Make sure that the PointGrab™ Xovis sensor has an internet connection. To be sure,
Check Verify the Xovis sensor LED indicators colors (see below)
After sensor installation: did you review all sensor devices with your Spacewell Implementation Consultant and ask them to compare them to their definitions in the PointGrab™ Platform and verify that they’re installed in their planned locations, with the correct view direction?
Verify the configuration on the Workplace platform Verify the configuration in the Xovis configuration tool (see below)
Verify the configuration on the PointGrab™ Workplace platform (see below)
If the above steps did not solve the issue, please reach out to Spacewell Support
Sensor LED Indicators
If the LED is solid blue then it means that the device has no network connectivity / access to external internet (PointGrab cloud)
Make sure the required ports are open on the network (see PointGrab installation > IT requirements).
Check if the sensor is linked to an area on the PointGrab™ Platform (see PointGrab configuration)
Verify if your IT can see traffic for the specific MAC address.
If the LED is solid yellow/green, the sensor is not able to connect and send data to PointGrab cloud
Make sure the required ports are open on the network (see PointGrab installation).
Check if the sensor is linked to an area on the PointGrab™ Platform (see PointGrab configuration)
Verify if your IT can see traffic for the specific MAC address.
if the LED is not blinking/not showing any color: That’s good news! This means the sensor is connected to PointGrab Cloud and sending telemetry data.
Provisioning Statuses
Status
Color
Light Pattern
Firmware boot
White
Solid
Boot
Blue
Blinking
Download script
Cyan
Blinking
Executing script
Cyan
Blinking
Provisioning finalization
Green
Blinking
Provisioning failure
Red
Solid
Operational Statuses
Status
Color
Light Pattern
Off
None
None
Power up
Blue
Blinking
Not connected to PointGrab Cloud
Yellow/Green
Solid
No network connectivity
Blue
Solid
Connected to PointGrab Cloud and sending telemetry data
None
None
Xovis sensor LED colors
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Please note: When installing the plastic cover rotated by 180° around the vertical axis, the LED can be covered on purpose and is therefore not going to be visible. |
Mode Description | Device is offline | Device is online |
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Sensor off | LED off | LED off |
Sensor booting (orange until all apps are up and running) | LED off | orange |
Sensor running, no network connection | LED off | blinking (slowly) green |
Sensor running, everything working as expected | LED off | green |
Rescue mode, sensor needs to be fixed somehow | blinking (slowly) red | blinking (slowly) red |
Update installation in progress | blinking (slowly) orange-green | blinking (slowly) orange-green |
If the LED is showing solid green, but it’s not coming live on the Xovis platform, verify the firmware version. Even if there is no connectivity, but if there is power, the LED might show solid green instead of blinking green (giving you a false feeling of safety). Take following steps to get the correct LED colors describing your problem:
Bring it to a location where you’re sure to have connectivity to the platform
(ask Spacewell Hardware team to) upgrade the firmware version of the device
Re-install the device in its target location
Verify the configuration in the Xovis configuration tool
Ask your Spacewell Implementation Consultant or Spacewell Support to check the PointGrab™ Platform (SW internal) Xovis configuration, go to the Home screen, to check the Sensor Overview Live Data view and for each sensor, make sure that:
The sensor Status is Linked (the sensor is displayed in green). Also check Device Manager
The sensor’s Last Reported time is within the last minute (assuming you set a 1-minute reporting interval).
When people are present in the area the sensor is covering, person icons and counts are displayed in the Live Data view.
Visit each area and make sure that your presence is detected and that the count displayed in the PointGrab™ Platform Live Data view is updated accordingly. In case of inaccuracies, you may need to make small adjustments to the area definitions until you’re satisfied with the resultsScene and confirm that data is coming in to the sensor.
Under guidance of the Spacewell Support team, open up Security to Level 1. In Scene configuration, you can configure a detection area (logic type In/Out), where the device should start tracking the activities.
Verify the configuration on the Workplace platform
Check if the PointGrab™ XOVIS device has been configured on the Workplace platform as per the instructions in the PointGrab Xovis configuration.
If sensor is live tracking data on the Pointgrab PlatformXOVIS configuration page, but you’re not able to configure on Workplace platform: check if the device is live, and asset is added to the API user. API is checked every 30 minutes.
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 PointGrab™ Platform Live Data viewXovis configuration tool, but not flowing into the Workplace environment: please reach out to the Spacewell Support team.
Spacewell Support and Pointgrab Support might ask you to provide log files.
Prerequisites:
Pointgrab devices need to connect to the network; and their IP addresses should be visible
the user that will follow below steps needs to be logged in to the same local (subnet) network, that is also used for the Pointgrabs. Often, that means going on-site.
Steps to fetch and provide Pointgrab log files:
1. Download an IP scanner (eg Advanced IP scanner) to your computer
2. Run Advanced IP scanner: this will scan your environment to see which devices are in your vicinity
3. You can recognize the Pointgrab devices in the list, they state Manufacturer = "Raspberry Pi Foundation"
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5. Download the Pointgrab Troubleshooting tool (ZIP file) from the Pointgrab Platform:
https://support.pointgrab.com/cms/delivery/media/MCBYQA2E4FRRH2NCGFYXVMDR26EY
6. Open the IP list (notes file) and copy-paste the IP address from Advanced IP scanner; save the IP list
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If you have more devices, list the IP addresses 1 underneath the other in the IP list file |
7. Open "PG device configuration tool"
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Confirm you’re connected to the same network as the Pointgrab devices (see Prerequisites) |
In the left-hand menu, select the checkbox in front of the "Logs" button, then click the "Logs" button. As a result, the button will turn blue
Enable "fetch logs" (right hand window)
Run (using button left below)
(device serial number will be shown in the UI)
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Running the logs takes time (there is an indication at the top of the tool window), don't exit the tool before finalization (even for 1 device, please wait a couple of minutes) |
8. In the Pointgrab Folder, you now see a new folder called "Fetched Logs"
9. Copy folder "Fetched_Logs" and send to Spacewell (this information will then be forwarded to Pointgrab)
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