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Appendix A: Device Offline Troubleshooting

Contents

Troubleshooting Guide

Note: Please take a clear picture of the people counter LED colour and also the PoE switch/midspan's LED light when escalating to IT helpdesk

LED Light Possible Cause Actions

⬤ Constant Blue

 Everything OK -
⬤ No Light Power Issue
  1. Make sure you power on the device (Appendix A)
  2. Make sure all the cables are plugged in tightly to the port
◉ Flashing Blue Device is not paired 
  1. Contact your IT helpdesk to configure the device in the system
⬤ Constant Yellow Cabling Issue
  1. Make sure all the cables are plugged in tightly (Cabling Checking Guide)
  2. Contact your IT helpdesk to report the issue
⬤ Constant Green Network Configuration Issue
  1. Ensure the cable has plugged into the network port (Cabling Checking Guide)
  2. Check if the store network has any issue
  3. Report to your IT helpdesk
◉ Flashing Green
⬤ Constant Red System failed to boot
  1. Hard reboot the people counter (How to Hard Reboot)
  2. If the problem still exist after the reboot, please contact FootfallCam IT Helpdesk ([email protected])

Cabling Checking Guide

  • Make sure cable that is connected to the counter and midspan/PoE switch is in good condition (not faulty) and have tightly plugged into the counter and midspan/PoE switch.
  • Switch the network cable from the current port to another port on network switch.
  • If the above troubleshooting still doesn't solve the issue, raise a support ticket to FFC team.

Please Raise a ticket in the support portal if the device is still not working after the above steps are completed.

How to do Hard Reboot

If the device shows Red LED, please power cycle the device by following the guide below

Please Raise a ticket in the support portal if the device is still not working after the above steps are completed.

Updated on February 3, 2023