PointGrab 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 PointGrab™ sensors, you can use these steps to check and solve the issue.
Make sure that the PointGrab™ sensor is powered, by following the instruction in PointGrab installation > Hardware requirements.
Make sure that the PointGrab™ sensor has an internet connection. To be sure,
Check the sensor LED indicators (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 (see below)
Verify the configuration on the PointGrab™ 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 |
Verify the configuration on the PointGrab™ platform
Ask your Spacewell Implementation Consultant or Spacewell Support to check the https://spacewell.atlassian.net/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:
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. Older Pointgrab devices will state Manufacturer "Raspberry Pi Foundation"; newer Pointgrab devices can be recognized by their MAC address. PointGrab has two MAC series, which are
50:a4:xx:xx:xx:xx
b8:27:xx:xx:xx:xx
4. Copy IP of all the connected devices through right click
Configuration tool for devices running versions lower than 5.1:
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
If you have more devices, list the IP addresses 1 underneath the other in the IP list file
7. Open "PG device configuration tool"
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)
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)
Configuration tool for devices running v5.1 or higher
Download the Pointgrab Troubleshooting tool (ZIP file) from the Pointgrab Platform:
https://support.pointgrab.com/cms/delivery/media/MCL7K54WZAPZBJTFO37H5ZSUDEVM
Open "PG device configuration tool"
Enter the device ID(s) that you want to fetch logs from
Upload Device list from File or
Enter devices by entering the serial number and device IP. Press “add” to add the device to the devices list on the left
Upload the Authentication keys (provided by Pointgrab via the Spacewell Hardware team)
Select “Next”
Click on the Pointgrab logo in the top left corner to fetch the log files
In the Pointgrab Folder, you now see a new folder called "Fetched Logs"
Copy folder "Fetched_Logs" and send to Spacewell (this information will then be forwarded to Pointgrab)
Pointgrab Reset vs Reboot
In order to restart or reboot the device,
if connectivity through LAN is configured, it’s possible to use the reset button on the Pointgrab device. Alternatively, it’s also possible to disconnect and then reconnect the power.
if connectivity through WiFi is configured, it is advised to disconnect and then reconnect the power.
The reset button on the Pointgrab device will not only reboot, but also reset any (WiFi) configuration. So in case the device is set up to connect to the WiFi network: after pressing the reset button, this configuration will have to be implemented again on the device.
Uninstalling a Pointgrab
There are 3 hooks on the ceiling plate that grasp into the sensor.
In the sensor, 3 holes are foreseen for these ceiling plate hooks. Next to the holes, we find some protrusions that can help guide you on where to place a screw driver to remove the sensor from the ceiling plate.
In some cases, applying pressure with your hand on the sensor will already loosen up 1 or 2 hooks.
In case the hooks have a firm grasp on the sensor, place a screw driver on each protrusion, to unleash the hook from the sensor. Do this 3 times to remove the sensor from the ceiling plate.
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