Xovis troubleshooting
- Julie Isebaert
Difficulty: expert
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 Xovis sensors, you can use these steps to check and solve the issue.
Make sure that the Xovis sensor is powered, by following the instruction in Xovis installation > Hardware requirements.
Make sure that the Xovis sensor has an internet connection.
Verify the Xovis sensor LED colors (see below)
Verify the configuration in the Xovis configuration tool (see below)
Verify the configuration on the Workplace platform (see below)
If the above steps did not solve the issue, please reach out to Spacewell Support
Xovis sensor LED colors
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 |
|---|---|---|
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 Xovis configuration, go to the Home screen, to check the Sensor Overview Live Scene 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 XOVIS device has been configured on the Workplace platform as per the instructions in the Xovis configuration.
If sensor is tracking data on the XOVIS 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 Xovis configuration tool, but not flowing into the Workplace environment: please reach out to the Spacewell Support team.
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