VergeSense troubleshooting
- Julie Isebaert
Difficulty: expert
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
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 https://spacewell.atlassian.net/wiki/spaces/KB/pages/492301.
Read through below steps on troubleshooting the gateway
Make sure that the VergeSense sensor is powered, by following the instruction in VergeSense sensor installation > Hardware requirements.
Read through below steps on troubleshooting the sensor
You might want to reboot the sensor, or replace the batteries
Verify below instructions on how to reboot a sensor and replace batteries
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
If gateway does not connect
Confirm ID
Check and tighten all connections (antennas, power)
Power cycle
Should the gateway connect to the network over WiFi? Did WiFi details change since initial set-up? If yes, were they configured as described on VergeSense hardware and network requirements ?
If still not connecting, contact Spacewell support
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 |
If sensor does not connect
If sensor does not connect, but nothing changed in the set-up:
Confirm ID
Confirm power
Power cycle
Replace sensor
If still not connecting, contact Spacewell support
If sensor does not connect after replacing the older Rigado LAN/WiFi gateway with the VergeSense native G400 LAN/WiFi gateway: Sensors need to be upgraded to version 6 or higher - In order to do this, they need to be online.
While the Rigado LAN/WiFi gateway is installed and connected
Request an upgrade of the VergeSense sensors to version 6 or higher - the sensors will go offline
Install G400 LAN/WiFi gateway
Sensors will connect to the G400 LAN/WiFi gateway
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 |
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 https://spacewell.atlassian.net/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.
Max 3 sensors should be rebooted at the same time. Otherwise the gateway will be overloaded.
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.
VergeSense battery life is estimated to be 2-3 years, because the devices go into battery saving mode when they are not triggered (eg overnight + during the weekend).
Verify the configuration on the VergeSense platform
Ask your Spacewell Implementation Consultant or Spacewell Support to check the https://spacewell.atlassian.net/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).
Webhook: Data is being send between VergeSense and the Workplace platform
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 not live on Workplace: Make sure to check the VergeSense Space reference ID is mentioned in the Workplace device ID
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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