Troubleshooting

Diagnose and resolve common issues with Thingsee COUNT people counting sensor

Quick Diagnostics

Sensor Health Checklist

Before detailed troubleshooting, verify these basics:

✅ Power:

  • USB cable connected to sensor cradle
  • USB power adapter plugged into active outlet
  • Outlet not controlled by light switch (check switch positions)
  • Power adapter LED lit (if equipped with indicator)

✅ Installation:

  • Sensor securely attached to cradle (springs facing upward, snap sound heard)
  • Cradle firmly mounted (tape adhesion good, or screws tight)
  • ToF sensor lens clean (no dust, dirt, or condensation)
  • Passageway width ≤ 1000mm
  • Sensor centered above passageway

✅ Network:

  • Gateway operational (check IoT Studio)
  • Sensor “Last seen” in IoT Studio < 10 minutes
  • Signal strength (RSSI) > -85 dBm

✅ Configuration:

  • Direction configured via Toolbox app (IN or OUT selected)
  • “Configuration successful” message received
  • Entry/exit counts verified with walkthrough test

Detection Issues

No Counts Recorded

Symptom: Sensor shows zero entries and exits despite people walking through.

Possible Cause 1: Power Lost, Counter Reset

Diagnosis:

  • Check “Last seen” timestamp in IoT Studio (if old, power may have been lost recently)
  • Verify USB cable connected to sensor cradle
  • Verify outlet active (test with phone charger or lamp)

Solution:

  1. Reconnect power: Ensure USB cable fully inserted into sensor cradle
  2. Check outlet: Verify outlet not controlled by light switch (flip all switches nearby)
  3. Test outlet: Plug phone charger into outlet, verify it works
  4. Restart sensor: Disconnect and reconnect USB power (counter resets, but sensor should come back online)
  5. Monitor IoT Studio: Wait 5-10 minutes, check “Last seen” updates

Prevention:

  • Use dedicated outlet (not on switchable circuit)
  • Label outlet “DO NOT TURN OFF - Sensor Power”
  • Consider UPS (Uninterruptible Power Supply) for critical applications

Possible Cause 2: Network Connectivity Issue

Diagnosis:

  • “Last seen” timestamp old (> 10 minutes)
  • No data appearing in IoT Studio despite power connected
  • RSSI weak or missing

Solution:

  1. Check gateway status: Verify gateway online in IoT Studio (Devices → Gateways)
  2. Check RSSI: If < -95 dBm, signal too weak
    • Move sensor closer to gateway (within ~20m direct, ~10m through walls)
    • Add Wirepas routers/repeaters to extend mesh coverage
  3. Restart sensor: Disconnect and reconnect USB power (forces network rejoin)
  4. Wait for network join: Allow 5-10 minutes for sensor to rejoin Wirepas mesh
  5. Verify in IoT Studio: Check “Last seen” updates

Prevention:

  • Verify RSSI > -85 dBm during installation
  • Document sensor-to-gateway distance in installation records
  • Add mesh routers proactively in large buildings

Possible Cause 3: Direction Not Configured

Diagnosis:

  • No entry/exit counts despite people walking through
  • No configuration performed via Toolbox app during installation

Solution:

  1. Open Thingsee Toolbox app on smartphone/tablet
  2. Scan QR code on sensor
  3. Select direction: IN (if sensor inside room) or OUT (if sensor outside room/in corridor)
  4. Confirm configuration: Verify “Configuration successful” message
  5. Test: Walk through doorway, wait 5 minutes, check IoT Studio for counts

Possible Cause 4: ToF Sensor Lens Obscured

Diagnosis:

  • Lens dirty (dust, fingerprints, condensation)
  • Physical obstruction (sticker, label, spider web)

Solution:

  1. Inspect lens: Look at sensor “eyeball” (ToF lens on bottom of sensor unit)
  2. Clean lens: Wipe gently with dry, lint-free cloth (microfiber cloth ideal)
  3. Remove obstructions: Remove any stickers, labels, tape covering lens
  4. Test: Walk through doorway, verify counts appear

Prevention:

  • Clean lens quarterly (or monthly in dusty environments)
  • Avoid touching lens during installation
  • Inspect lens during routine maintenance

Undercounting (Fewer Counts Than Expected)

Symptom: Sensor detects some people but misses many entries/exits.

Possible Cause 1: Passageway Too Wide

Diagnosis:

  • Passageway width > 1000mm
  • Sensor off-center (not equidistant from sides)

Solution:

  1. Measure passageway width: Verify ≤ 1000mm
  2. If > 1000mm:
    • Install second sensor to cover additional width
    • Or consider Haltian ENTRYWAY sensor (max 1600mm width, battery-powered)
  3. Center sensor: Ensure sensor centered above passageway (equal distance from sides)
  4. Test: Walk through at different lateral positions (left, center, right), verify all detected

Prevention:

  • Measure passageway width before ordering sensor
  • Choose Haltian ENTRYWAY for passageways 1000-1600mm
  • Document passageway dimensions in installation plan

Possible Cause 2: Lighting Interference

Diagnosis:

  • Bright sunlight on sensor (direct sun through window)
  • Incandescent, fluorescent, or halogen lamps near sensor
  • Counts lower during daytime (sunlight) than night (no sun)

Solution:

  1. Identify light sources:
    • Look for windows with direct sunlight on sensor
    • Identify incandescent/fluorescent/halogen lamps within 3-5 meters of sensor
  2. Mitigate sunlight:
    • Install window shades or blinds (close during bright sun)
    • Relocate sensor to avoid direct sun (if possible)
  3. Change lighting:
    • Replace incandescent/fluorescent/halogen lamps with LED lights (ToF-compatible)
  4. Test: Walk through doorway at different times of day, verify counts consistent

Prevention:

  • Avoid sensor locations with direct sunlight during site survey
  • Use LED lighting in sensor areas (ToF-compatible)
  • Document lighting conditions in installation records

Possible Cause 3: Installation Height Incorrect

Diagnosis:

  • Sensor installed too high (> 250cm from floor)
  • Sensor installed too low (< 200cm from floor)

Solution:

  1. Measure installation height: Distance from floor to sensor
  2. Optimal height: 230cm from floor (adjustable based on ceiling height)
  3. If too high or too low: Relocate sensor to 230cm ± 20cm
  4. Test: Walk through doorway, verify counts accurate

Prevention:

  • Measure and mark installation height before mounting (use tape measure)
  • Document installation height in records

Possible Cause 4: Very Slow Walking Speed

Diagnosis:

  • People walking very slowly through doorway (e.g., elderly, children)
  • ToF sensor may not detect sufficient distance change

Solution:

  1. Test with slow walking: Walk very slowly through doorway, observe counts
  2. If undercounting slow walkers: Contact Haltian support for sensitivity adjustment
  3. Consider alternative: If slow traffic common, discuss with support (may recommend different sensor or configuration)

Overcounting (More Counts Than Expected)

Symptom: Sensor counts more entries/exits than actual people passing through.

Possible Cause 1: People Lingering Beneath Sensor

Diagnosis:

  • People stop directly beneath sensor (reading phone, talking)
  • Person shifts position while beneath sensor (ToF interprets as multiple passages)

Solution:

  1. Observe traffic: Monitor doorway for people stopping beneath sensor
  2. Signage: Post “Keep moving” sign if people frequently stop
  3. Relocate sensor: If space allows, move sensor slightly off-center (still within 1000mm coverage, but not directly above common stopping point)
  4. Accept tolerance: Some overcounting acceptable if <10% of total traffic

Possible Cause 2: Objects Moving Through

Diagnosis:

  • Carts, dollies, or large objects passing through doorway
  • ToF detects distance change (interprets as person)

Solution:

  1. Identify objects: Observe traffic for non-person objects (carts, strollers, large packages)
  2. Filter in analytics: If downstream system allows, filter out very fast or very slow passages (carts typically faster or slower than people)
  3. Accept tolerance: Some overcounting from objects may be acceptable depending on application

Possible Cause 3: Lighting Fluctuations

Diagnosis:

  • Rapidly changing light (flashing signs, strobe effects, sun through moving tree branches)
  • ToF sensor interprets light changes as distance changes

Solution:

  1. Identify light sources: Look for flashing lights, rapidly changing sun patterns
  2. Mitigate: Cover windows (blinds), remove/relocate flashing signs
  3. Test: Verify overcounting stops after mitigating light changes

Reversed Entry/Exit Counts

Symptom: Entries and exits swapped (entry shows in “exits”, exit shows in “entries”).

Possible Cause: Incorrect Direction Configuration

Diagnosis:

  • Direction configured incorrectly during installation (IN selected when should be OUT, or vice versa)

Solution:

  1. Verify sensor location: Is sensor inside room (should be IN) or outside room/in corridor (should be OUT)?
  2. Reconfigure direction:
    • Open Thingsee Toolbox app
    • Scan QR code on sensor
    • Select correct direction: IN (if inside room) or OUT (if outside room)
    • Confirm “Configuration successful”
  3. Test: Walk from corridor into room, verify “entries” increments (if IN configured)
  4. Document: Update installation records with correct direction

Power Issues

Sensor Not Powering On

Symptom: Sensor offline, no “Last seen” updates in IoT Studio.

Possible Cause 1: USB Cable Not Connected

Diagnosis:

  • USB cable disconnected from sensor cradle
  • USB cable disconnected from power adapter

Solution:

  1. Check cradle connection: Verify USB cable fully inserted into sensor cradle (connector springs facing upward)
  2. Check power adapter: Verify USB cable connected to power adapter
  3. Check outlet: Verify power adapter plugged into outlet
  4. Restart: Disconnect and reconnect USB power at cradle
  5. Wait for network join: Allow 5-10 minutes, check “Last seen” in IoT Studio

Possible Cause 2: Outlet Not Active

Diagnosis:

  • Outlet controlled by light switch (currently off)
  • Circuit breaker tripped
  • Outlet failed

Solution:

  1. Test outlet: Plug phone charger or lamp into outlet, verify it works
  2. Check light switches: Flip all nearby switches (check if outlet becomes active)
  3. Check circuit breaker: Verify breaker for outlet not tripped (reset if needed)
  4. Try different outlet: If current outlet failed, use nearby outlet (may require longer USB cable)

Prevention:

  • Use outlets on dedicated circuits (not controlled by switches)
  • Label outlet “DO NOT TURN OFF - Sensor Power”
  • Document outlet circuit breaker number in installation records

Possible Cause 3: Power Adapter or Cable Failed

Diagnosis:

  • Power adapter LED not lit (if equipped with indicator)
  • USB cable damaged (frayed, cut)

Solution:

  1. Test power adapter: Plug into different outlet, check LED lit
  2. Test cable: Use multimeter to check continuity (or replace with known-good USB cable)
  3. Replace: Order replacement power adapter or USB cable from Haltian

Intermittent Power Loss

Symptom: Counter resets periodically, “Last seen” gaps in IoT Studio.

Possible Cause 1: Loose Connection

Diagnosis:

  • USB cable not fully inserted into cradle (vibration or movement causes disconnect)
  • USB cable not fully inserted into power adapter

Solution:

  1. Reseat connections: Disconnect and firmly reconnect USB cable at both ends (cradle and power adapter)
  2. Verify snap: Ensure USB connector in cradle makes audible snap (springs engage)
  3. Secure cable: Use cable clamp on cradle to prevent strain on USB connector
  4. Test: Monitor “Last seen” in IoT Studio for 24 hours, verify no gaps

Possible Cause 2: Unstable Outlet Power

Diagnosis:

  • Outlet on overloaded circuit (voltage drops when high-power device starts)
  • Outlet shared with noisy devices (motors, compressors)

Solution:

  1. Identify circuit load: Check what else on same circuit (HVAC, refrigerators, large machines)
  2. Move to dedicated outlet: Use outlet on lightly loaded circuit
  3. UPS: Install UPS (Uninterruptible Power Supply) to buffer voltage fluctuations
  4. Test: Monitor “Last seen” for 24 hours, verify stable

Possible Cause 3: Cable Damage

Diagnosis:

  • USB cable pinched (by door, furniture)
  • Cable frayed from repeated bending

Solution:

  1. Inspect cable: Look for visible damage (cuts, fraying, pinch marks)
  2. Reroute cable: Avoid pinch points (door hinges, moving furniture)
  3. Replace cable: Order replacement USB cable (contact Haltian support)

Network Connectivity Issues

Sensor Not Joining Network

Symptom: Sensor powered on but never appears in IoT Studio, or “Last seen” never updates.

Possible Cause 1: Gateway Offline

Diagnosis:

  • Gateway not powered on or network cable disconnected
  • Gateway offline in IoT Studio

Solution:

  1. Check gateway status: IoT Studio → Devices → Gateways → Find gateway, verify online
  2. Restart gateway: Power cycle gateway (disconnect power, wait 30 seconds, reconnect)
  3. Verify network: Ensure gateway connected to internet (Ethernet cable secure, router operational)
  4. Wait for sensor rejoin: After gateway online, wait 10-15 minutes for sensor to join

Possible Cause 2: Out of Range

Diagnosis:

  • Sensor too far from gateway (> 20m direct line, > 10m through walls)
  • No Wirepas routers between sensor and gateway

Solution:

  1. Measure distance: Estimate distance from sensor to gateway
  2. If > 20m: Add Wirepas routers/repeaters to extend mesh
    • Or relocate sensor closer to gateway
    • Or add additional gateway
  3. Test: Move sensor temporarily closer to gateway (within 5-10m), verify it joins network
    • If joins when close, range is issue → Add routers

Possible Cause 3: Sensor Provisioning Issue

Diagnosis:

  • Sensor not provisioned to correct Wirepas network
  • Sensor credentials incorrect

Solution:

  1. Contact Haltian support: Provide device ID (from QR code)
  2. Verify provisioning: Support checks if sensor provisioned to correct network
  3. Re-provision if needed: Support may need to re-provision sensor
  4. Restart sensor: Power cycle after re-provisioning

Weak Signal Strength (Low RSSI)

Symptom: RSSI < -85 dBm, intermittent connectivity, data gaps.

Possible Cause 1: Distance from Gateway

Diagnosis:

  • Sensor far from gateway (15-20m or more)
  • RSSI -85 to -95 dBm (marginal signal)

Solution:

  1. Check RSSI in IoT Studio: Devices → Find sensor → Signal strength
  2. Add routers: Install Wirepas routers between sensor and gateway
    • Each router extends range by ~20m
  3. Relocate gateway: Move gateway closer to sensor (if feasible)
  4. Test: After adding routers, verify RSSI improves to > -85 dBm

Possible Cause 2: Physical Obstructions

Diagnosis:

  • Metal walls, thick concrete, or elevator shafts between sensor and gateway
  • RSSI lower than expected for distance

Solution:

  1. Identify obstructions: Map building layout (metal walls, concrete, elevators)
  2. Add routers: Place routers to create path around obstructions
  3. Relocate sensor or gateway: Avoid direct line through obstructions (if possible)

Data Gaps in IoT Studio

Symptom: Sensor online but periodic gaps in entry/exit data (no reports for hours, then resumes).

Possible Cause 1: Intermittent Power Loss

Diagnosis:

  • Counter resets periodically (indicates power lost)
  • “Last seen” gaps correlate with counter resets

Solution:

  • See “Intermittent Power Loss” section above (loose connection, unstable outlet)

Possible Cause 2: Network Congestion

Diagnosis:

  • Many sensors on same mesh network (> 50-100 devices)
  • Data gaps during peak traffic times (e.g., business hours)

Solution:

  1. Contact Haltian support: Report data gaps with device ID and timestamps
  2. Network analysis: Support analyzes mesh congestion
  3. Add gateways: Deploy additional gateways to segment mesh and reduce congestion
  4. Adjust reporting intervals: Reduce reporting frequency (longer intervals) to lower network traffic

Configuration Issues

QR Code Scanning Problems

Symptom: Thingsee Toolbox app cannot read QR code on sensor.

Possible Cause 1: QR Code Obscured or Damaged

Diagnosis:

  • QR code sticker dirty (dust, fingerprints)
  • QR code sticker damaged (scratched, faded, peeling)

Solution:

  1. Clean QR code: Wipe gently with dry cloth
  2. Improve lighting: Use flashlight to illuminate QR code (avoid glare)
  3. Hold steady: Keep smartphone still while scanning (autofocus needs time)
  4. Try different angle: Avoid reflections or shadows on QR code
  5. If sticker damaged: Contact Haltian support for device ID (can configure without QR code)

Possible Cause 2: Camera Focus Issues

Diagnosis:

  • Smartphone camera not focusing on QR code
  • Smartphone camera lens dirty

Solution:

  1. Clean camera lens: Wipe smartphone camera lens with cloth
  2. Tap to focus: Tap QR code on screen to force autofocus
  3. Adjust distance: Move smartphone closer or farther from QR code (15-30cm optimal)

Configuration Not Applied

Symptom: Toolbox app shows “Configuration successful” but entry/exit counts still reversed.

Possible Cause 1: Configuration Timeout

Diagnosis:

  • Configuration sent but sensor did not receive (Bluetooth interference)
  • Sensor rebooted before applying configuration

Solution:

  1. Reconfigure: Scan QR code again with Toolbox app
  2. Move closer: Stand within 1-2 meters of sensor during configuration (improve Bluetooth signal)
  3. Verify confirmation: Ensure “Configuration successful” message appears
  4. Test: Wait 5 minutes, walk through doorway, check counts in IoT Studio

Possible Cause 2: Wrong Direction Selected

Diagnosis:

  • Selected IN when should be OUT (or vice versa)
  • Counts still reversed after configuration

Solution:

  1. Verify sensor location: Confirm sensor inside room (IN) or outside room (OUT)
  2. Reconfigure: Scan QR code, select opposite direction from previous attempt
  3. Test: Walk through doorway, verify “entries” increments correctly

Bluetooth Connection Issues

Symptom: Toolbox app cannot connect to sensor after scanning QR code.

Possible Cause 1: Bluetooth Disabled

Diagnosis:

  • Smartphone Bluetooth turned off
  • Bluetooth permission denied to Toolbox app

Solution:

  1. Enable Bluetooth: Settings → Bluetooth → Turn on
  2. Grant permission: Settings → Apps → Thingsee Toolbox → Permissions → Enable Bluetooth
  3. Restart app: Close and reopen Toolbox app
  4. Retry: Scan QR code again

Possible Cause 2: Out of Bluetooth Range

Diagnosis:

  • Too far from sensor (> 2-3 meters)
  • Obstacles between smartphone and sensor

Solution:

  1. Move closer: Stand within 1-2 meters of sensor
  2. Remove obstacles: Metal objects may block Bluetooth (move aside if present)
  3. Retry: Scan QR code again

Data and Analytics Issues

Counts Not Matching Expectations

Symptom: Entry/exit counts significantly different from manual observations or expectations.

Diagnosis Process

  1. Manual count test: Have observer manually count people for 1 hour, compare to sensor data
  2. Identify discrepancy type:
    • Undercounting: Sensor counts < manual count (see “Undercounting” section above)
    • Overcounting: Sensor counts > manual count (see “Overcounting” section above)
    • Reversed: Entries/exits swapped (see “Reversed Entry/Exit Counts” section above)
  3. Check environmental factors: Lighting, passageway width, installation height
  4. Contact support: If discrepancy > 10-15%, contact support@haltian.com with:
    • Device ID
    • Manual count vs. sensor count (with time period)
    • Installation details (passageway width, height, lighting)
    • Photos of installation (helpful for diagnosis)

Missing Data in IoT Studio

Symptom: No entry/exit data appearing in IoT Studio despite sensor online.

Possible Cause 1: Reporting Interval Too Long

Diagnosis:

  • Reporting interval configured to very long period (e.g., 1 hour, 24 hours)
  • Or trigger-based reporting (e.g., report every 100 entries) not yet reached threshold

Solution:

  1. Wait: If very low traffic, sensor may not have reached reporting threshold yet
  2. Contact support: Request shorter reporting interval (e.g., every 30 seconds to 5 minutes)
  3. Test: Walk through doorway multiple times to trigger threshold (if trigger-based)

Possible Cause 2: Data Export or API Issue

Diagnosis:

  • Data in IoT Studio but not appearing in third-party dashboard or analytics platform
  • API integration not configured correctly

Solution:

  1. Verify data in IoT Studio: Confirm entry/exit data visible in Haltian IoT Studio (raw data)
  2. Check API integration: Verify API credentials, endpoint URLs correct
  3. Test API: Use Postman or curl to test API endpoint, verify data returned
  4. Contact support: If API not working, contact support@haltian.com for integration assistance

Physical Installation Issues

Sensor Falling Off (Tape Installation)

Symptom: Sensor sagging or fell off mounting surface.

Possible Cause 1: Surface Not Clean

Diagnosis:

  • Dust, grease, or moisture on mounting surface before tape installation
  • Tape adhesion failed within days or weeks

Solution:

  1. Remove sensor: Carefully detach sensor and cradle
  2. Clean surface: Wipe mounting surface with IPA (isopropyl alcohol) solvent
    • Allow 30 seconds to evaporate (surface completely dry)
  3. Replace attachment plate: Use new attachment plate with fresh adhesive tape
  4. Apply firmly: Press attachment plate firmly onto surface for 5 seconds
  5. Wait 24 hours: Allow tape adhesive to cure fully before attaching sensor cradle
  6. Test: Gently tug on cradle to verify secure attachment

Prevention:

  • Always clean surface with IPA before tape installation
  • Choose smooth, non-porous surfaces (painted drywall, smooth wood, glass, metal)
  • Avoid textured surfaces (rough concrete, popcorn ceilings)

Possible Cause 2: Heavy Load or Vibration

Diagnosis:

  • USB cable pulling on sensor (strain on tape)
  • Vibrations from HVAC, doors slamming (loosens tape over time)

Solution:

  1. Use screw installation instead: Permanent screw installation more secure for high-vibration areas
  2. Reduce cable strain: Use cable clamp on cradle, route cable to reduce pull on sensor
  3. Add support: If tape installation preferred, add small screw beneath cradle as backup support

Sensor Misaligned

Symptom: Counts lower than expected, sensor visibly off-center above passageway.

Diagnosis

  • Sensor not centered (closer to one side of passageway)
  • People on far side of passageway not detected

Solution:

  1. Measure passageway: Verify ≤ 1000mm width
  2. Mark center: Measure and mark exact center of passageway on ceiling/mounting surface
  3. Reposition sensor: If tape installation, remove and reinstall at center mark
    • If screw installation, unscrew and reinstall at center
  4. Test: Walk through at different lateral positions (left, center, right), verify all detected

Advanced Troubleshooting

Sensor Firmware Update

Symptom: Haltian support recommends firmware update to fix known issue.

Process:

  1. Contact support: support@haltian.com provides firmware file and instructions
  2. Download firmware: Save firmware file to computer
  3. Update via IoT Studio or support portal: Follow support instructions (varies by firmware version)
  4. Verify update: Check firmware version in IoT Studio after update
  5. Test: Verify issue resolved after update

Factory Reset

Symptom: Sensor not responding to configuration, persistent issues.

Warning: Factory reset erases all settings (entry/exit counters reset to zero, direction configuration lost).

Process:

  1. Contact Haltian support: Request factory reset instructions (method varies by sensor version)
  2. Perform reset: Follow support instructions (typically involves power cycling with specific timing)
  3. Reconfigure: After reset, reconfigure direction via Thingsee Toolbox app
  4. Verify network join: Wait 10 minutes, check “Last seen” in IoT Studio

Sensor Replacement

Symptom: Hardware failure, sensor not working despite all troubleshooting.

Warranty claim process:

  1. Contact support: Email support@haltian.com with:
    • Device ID (from QR code or IoT Studio)
    • Issue description and troubleshooting already attempted
    • Purchase order or invoice number
    • Photos of installation (if requested)
  2. Support diagnosis: Support may request additional troubleshooting or testing
  3. Warranty approval: If covered under warranty, support approves replacement
  4. Replacement shipment: Haltian ships replacement sensor
  5. Return failed unit: Follow support instructions for returning failed sensor (if required)

Support Contacts

Self-Service Resources

Thingsee COUNT User Guide:

  • Download PDF
  • Installation instructions, configuration, troubleshooting

Haltian IoT Studio:

This Documentation:

Haltian Technical Support

Email support:

  • Address: support@haltian.com
  • Subject: Include “Thingsee COUNT” and device ID
  • Information to provide:
    • Device ID (from QR code or IoT Studio)
    • Issue description (symptoms, when started)
    • Troubleshooting already attempted
    • Installation details (passageway width, height, lighting, power source)
    • “Last seen” timestamp and RSSI from IoT Studio
    • Photos of installation (if helpful)

Response time:

  • Typical: 1-2 business days
  • Urgent: Same-day response (if submitted during business hours)

Support hours:

  • Business hours (Finland timezone, UTC+2/UTC+3)
  • Monday-Friday, 9:00-17:00 local time

Emergency Support

Critical issues (sensor offline in production environment, large deployment affected):

  • Email support@haltian.com with “URGENT” in subject line
  • Include device ID(s), issue description, impact (number of sensors affected)
  • Haltian support prioritizes urgent issues for same-day response

Troubleshooting Flowchart

No Counts Appearing

No counts appearing in IoT Studio
│
├─ Power connected? ──NO→ Connect USB power, check outlet active
│   └─YES
│
├─ "Last seen" recent (<10 min)? ──NO→ Network issue:
│   │                                  Check gateway online, RSSI > -85 dBm,
│   │                                  add routers if needed
│   └─YES
│
├─ Direction configured? ──NO→ Scan QR code with Toolbox app, select IN/OUT
│   └─YES
│
├─ ToF lens clean? ──NO→ Wipe lens with dry cloth
│   └─YES
│
├─ Passageway ≤1000mm? ──NO→ Install second sensor or use ENTRYWAY (up to 1600mm)
│   └─YES
│
└─ Bright sunlight or incompatible lighting? ──YES→ Reduce sunlight (blinds),
    │                                               replace incandescent/fluorescent
    │                                               lamps with LEDs
    └─NO→ Contact support with device ID, installation details

Reversed Entry/Exit Counts

Entries and exits reversed
│
├─ Sensor inside room? ──YES→ Reconfigure direction to IN
│   │
│   └─NO (sensor in corridor)
│
└─ Sensor outside room? ──YES→ Reconfigure direction to OUT

Weak Network Signal (RSSI < -85 dBm)

RSSI < -85 dBm (weak signal)
│
├─ Distance to gateway? ──>20m→ Add Wirepas routers between sensor and gateway
│   │
│   └─<20m
│
├─ Metal walls or obstacles? ──YES→ Add routers to route around obstructions
│   │
│   └─NO
│
└─ Gateway operational? ──NO→ Restart gateway, verify internet connection
    │
    └─YES→ Contact support for network diagnostics

Common Error Messages

Toolbox App Errors

“Invalid QR code”

  • Cause: QR code damaged or not Thingsee COUNT sensor
  • Solution: Clean QR code, try better lighting, verify this is a Thingsee COUNT sensor (not different model)

“Device not found”

  • Cause: Sensor not powered on, or Bluetooth out of range
  • Solution: Verify USB power connected, move smartphone within 1-2m of sensor, ensure Bluetooth enabled

“Configuration failed”

  • Cause: Bluetooth connection lost during configuration
  • Solution: Move closer to sensor, retry configuration, ensure no obstacles blocking Bluetooth

“Bluetooth permission denied”

  • Cause: Toolbox app does not have Bluetooth permission
  • Solution: Settings → Apps → Thingsee Toolbox → Permissions → Enable Bluetooth

IoT Studio Warnings

“Device offline” or “Last seen >24 hours ago”

  • Cause: Power lost, or network connectivity issue
  • Solution: Check power connected, verify gateway online, check RSSI

“Low signal strength (RSSI < -85 dBm)”

  • Cause: Sensor far from gateway or obstructions
  • Solution: Add Wirepas routers, relocate sensor closer to gateway

“Counter reset detected”

  • Cause: Power was lost (counter reset to zero)
  • Solution: Use dedicated outlet (not switchable), consider UPS for power continuity

Preventive Maintenance

Routine Checks (Monthly)

  • Verify data in IoT Studio: Check entry/exit counts match expected traffic patterns
  • Check “Last seen”: Ensure < 10 minutes (sensor online)
  • Check RSSI: Ensure > -85 dBm (adequate signal strength)
  • Clean ToF lens: Wipe with dry, lint-free cloth (remove dust)
  • Inspect USB cable: Check for fraying, pinching, or damage
  • Verify power connection: Ensure USB cable securely connected to cradle and power adapter

Quarterly Maintenance

  • Test entry/exit counts: Walk through doorway, verify counts increment correctly
  • Verify direction configuration: Confirm entries/exits not reversed
  • Check cradle mounting: Ensure tape adhesion strong or screws tight (no sagging)
  • Inspect for environmental changes: New lighting (avoid incompatible lamps), new obstructions (furniture moved)
  • Review analytics: Identify any unusual patterns (sudden drop in counts, excessive overcounting)

Annual Maintenance

  • Full recalibration test: Manual count for 1 hour, compare to sensor data, verify ±5% accuracy
  • Inspect USB cable and power adapter: Replace if showing wear
  • Update documentation: Verify installation records accurate (direction, passageway dimensions, power outlet)
  • Contact support for firmware updates: Check if newer firmware available to address known issues

By following this troubleshooting guide, most common issues can be resolved without support intervention. For persistent issues or questions not covered here, contact support@haltian.com with device ID and issue details.