Appendix I: First Line Diagnostic Form

1.0 First Line checking for No light and Red light device: 

Please attached this form in the support ticket together with images and videos references. 

Steps  Task  Findings 
1 Check FootfallCam devices LED Light color 

Please attached the device's picture with clear LED light which having offline issue and 10 seconds video in the support ticket 

Device 1:                                   LED Light: 

Device 2:                                   LED Light: 

Device 3:                                   LED Light: 

Device 4:                                   LED Light: 

Device 5:                                   LED Light: 

2 Reboot the devices 

Please ticked ( ✓) f you have rebooted the devices           (       ) 

Issue resolved after rebooted?                                      (Yes/ No) 

Notes after rebooted: 

 

3 Check PoE Light / Switches indication 

Please attached the PoE picture with clear light indication in the support ticket. 

Notes: 

4 Check Cables 

Cable from POE midspan/switch to network firmly plugged?    (     )

Issue resolved after re-plugged?                                          (Yes/ No)   

Cable from POE midspan/switch to device firmly plugged?       (     )

Issue resolved after re-plugged?                                          (Yes/ No) 

Notes:  

5 Check Network Port 

(a) For 1 Device:

  • Swap different port in their network port?                        (      )

Issue resolved after swapped?                                             (Yes/ No) 

(b) For Multiple devices

Swap the cable to different port                                                 (      )

Swap the POE midspan with another working counter's POE midspan                                                                                         (       ) 

Swap the cable connected from POE midspan/switch to network with another working counter's cable                                        (       ) 

Swap the cable connected from POE midspan/switch to counter with another working counter's cable                                       (       ) 

Issue resolved after anyone of the above done?                (Yes/ No) 

Notes:  

6 Check Back Office IT Set Up 

Please attached the back office network set up picture in the support ticket. 

 

2.0 First Line checking for Greenlight and Yellow light:

Please check using Network diagnosis guide: https://www.footfallcam.com/people-counting/knowledge-base/chapter-4-maintenance/ 
And attached the Log file in the support ticket. 

Updated on April 15, 2021