Difficulty: expert

If the Workplace touch points are not reflecting data from your PointGrab™ sensors, you can use these steps to check and solve the issue.

1. Make sure that the PointGrab™ sensor is powered, by following the instruction in PointGrab installation > Hardware requirements.

2. Make sure that the PointGrab™ sensor has an internet connection. To be sure,

3. Check the sensor LED indicators (see below)

4. 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?

5. Verify the configuration on the Workplace platform (see below)

6. Verify the configuration on the PointGrab™ platform (see below)

7. 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.

Verify the configuration on the PointGrab™ platform

Ask your Spacewell Implementation Consultant or Spacewell Support to check the /wiki/spaces/KB/pages/492295 , go to the 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 results.

Verify the configuration on the Workplace platform

Check if the PointGrab™ device has been configured on the Workplace platform as per the instructions in the PointGrab configuration.

If sensor is live on the Pointgrab Platform, 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 view, 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:

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