Troubleshooting & Maintenance

Installation Issues

LED Not Flashing on Battery Installation

Symptoms:

• Red LED doesn’t flash when battery tab removed
• No indication of power

Possible Causes:

• Battery tab not fully removed
• Batteries inserted incorrectly
• Batteries depleted or defective
• Sensor malfunction

Solutions:

1. Verify battery tab completely removed

   • Pull tab fully out
   • Check no plastic remains blocking contacts

2. Check battery polarity

   • Verify +/- orientation matches markings
   • Ensure batteries seated properly

3. Try new batteries

   • Use recommended: Varta Industrial Pro 1.5V AAA LR06
   • Test batteries with multimeter (should read >1.4V each)

4. Tap sensor against palm

   • Firm tap may reset internal contacts
   • Wait 30 seconds for LED flash

5. Remove and re-insert batteries

   • Wait 10 seconds between removal and reinsertion
   • Sensor should reboot and flash LED

6. Wait for network connection

   • First flash may take up to 5 minutes
   • Sensor joins network before some LED indications

If still no response: Contact support@haltian.com with sensor serial number

No Messages in Cloud

Symptoms:

• Sensor not appearing in cloud platform
• No data received after installation
• Gateway shows no device connection

Possible Causes:

• Gateway not operational
• Sensor not joined to network
• Network ID mismatch
• Default report interval not elapsed
• Sensor sleeping/waiting for first interval

Solutions:

1. Verify gateway operational

   • Check gateway LED blinking green
   • Confirm gateway has internet connectivity
   • Verify gateway reporting to cloud

2. Confirm network configuration

   • Sensor and gateway on same Wirepas network ID
   • Network encryption keys match
   • Sensor provisioned with correct credentials

3. Wait for first message

   • Default passive interval: 1 hour
   • First message may take up to 60+ minutes
   • Be patient during initial deployment

4. Trigger movement

   • Wave hand in front of sensor
   • Forces active report (1 minute interval in mode 0)
   • Should receive message within 2-5 minutes

5. Use Thingsee Toolbox app

   • Scan sensor QR code
   • Verify sensor is transmitting
   • Check Wirepas network status

6. Check RSSI signal strength

   • Poor signal (<-85 dBm) delays messages
   • Move closer to gateway or add mesh nodes
   • Verify no metal obstructions

7. Verify sensor provisioning

   • Contact support if sensor not pre-provisioned
   • May need cloud activation

If messages still not received after 2 hours: Contact support@haltian.com

Accuracy Issues

Inaccurate Counting

Symptoms:

• Count significantly different from observed traffic
• Consistent undercounting or overcounting
• Erratic count values

Possible Causes:

• Installation height too high
• People walking side-by-side
• Doorway too wide
• Temperature contrast insufficient
• Nearby heat sources
• Sensitivity incorrectly configured
• Detection area too large or too small

Solutions:

1. Verify installation height

   • Recommended: 2.4-2.7m for doorways
   • Too high = larger detection area = less accurate
   • Lower installation for better accuracy

2. Use Visitor Counter Dome

   • Narrows detection beam
   • Reduces false triggers from adjacent areas
   • Essential for doorways wider than 1m

3. Check doorway width

   • Optimal: <1.2m wide
   • Wider doorways reduce accuracy (side-by-side passages)
   • Consider multiple sensors for wide openings (>1.5m)

4. Verify environmental conditions

   • Ambient temperature should be 15-25°C
   • Good thermal contrast (person vs environment)
   • No direct sunlight exposure

5. Check for heat sources

   • Move sensor away from radiators
   • Avoid HVAC vents
   • Relocate if near heat-generating equipment

6. Adjust sensitivity

   • Decrease threshold (e.g., from 150 to 100) if missing detections
   • Increase threshold (e.g., from 150 to 400) if too many false triggers
   • Test during normal traffic hours

7. Monitor for 24-48 hours

   • Single observations may be misleading
   • Review trends over multiple days
   • Compare to known traffic patterns

8. Understand limitations

   • Maximum 34 detections per minute
   • Side-by-side passages may count as one
   • Very slow movement may not trigger
   • Not suitable for exact counting in high-traffic areas

Expected Accuracy: 85-95% for single-file traffic in standard doorways

False Occupancy Triggers (Desk Monitoring)

Symptoms:

• Desk shows occupied when vacant
• Constant occupied status
• Triggers from people walking nearby

Possible Causes:

• Sensitivity too high
• Detection area too wide
• People walking nearby triggering sensor
• No Occupancy Dome installed
• Temperature variations from HVAC

Solutions:

1. Increase threshold (reduce sensitivity)

   • Change from 150 to 800
   • Focuses detection on immediate desk area
   • Reduces triggers from walkways

2. Install Occupancy Dome

   • Essential for under-desk installations
   • Dramatically reduces detection area
   • Prevents detection of adjacent spaces

3. Reposition sensor

   • Move away from desk edge
   • Center under desk
   • Ensure 50mm clearance from objects

4. Verify installation height

   • Should be 60-70cm from floor
   • Too high = larger detection area

5. Use Mode 1 (Occupancy)

   • Provides binary occupied/vacant status
   • More suitable than movement counting
   • Reduces false indications

6. Check for walkways

   • Ensure sensor not near high-traffic areas
   • Adjust position if people pass very close
   • May need physical barrier or different location

7. Monitor HVAC effects

   • Temperature drafts can cause false triggers
   • Shield sensor from direct air flow
   • Adjust placement if near vents

With correct setup: 95%+ accuracy for typical desk usage

Performance Issues

Short Battery Life

Symptoms:

• Battery depletion faster than expected
• Low battery alerts before 2 years
• Frequent battery replacements needed

Possible Causes:

• Very short report intervals
• High movement frequency
• LED enabled in production
• Dense network (many hops to gateway)
• Frequent configuration changes
• Extreme temperature environments

Solutions:

1. Increase report intervals

   • Change reportInterval from 60s to 300s
   • Increase passiveReportInterval to 7200s or higher
   • Reduces transmission frequency = longer battery life

2. Use event-based modes

   • Mode 2 (Event-based movement count) instead of Mode 0
   • Mode 1 (Occupancy) for binary status only
   • These modes reduce reporting when idle

3. Disable LED

   • Set enableLed to 0
   • LED uses power even though impact is small
   • Should always be off for production

4. Optimize gateway placement

   • Reduce number of mesh hops
   • Fewer hops = less power per transmission
   • Add gateway or mesh nodes if needed

5. Minimize configuration changes

   • Avoid frequent updates
   • Each configuration change causes wake-up and transmission
   • Configure once and leave stable

6. Check environment

   • Extreme cold (<0°C) reduces battery capacity
   • Warm sensor to room temperature
   • Consider heated enclosure for very cold environments

7. Review network density

   • Too many sensors per gateway increases retransmissions
   • Typical limit: ~100 sensors per gateway
   • Add gateways if network saturated

8. Use recommended batteries

   • Varta Industrial Pro 1.5V AAA LR06 only
   • Generic batteries have shorter life
   • Never use rechargeable NiMH (lower voltage)

Expected battery life with optimizations: 3-4+ years

Sensor Not Detecting Movement

Symptoms:

• Sensor reports 0 movements despite traffic
• moveCount always 0
• No occupancy state changes

Possible Causes:

• Batteries depleted
• Sensor in wrong mode
• Sensitivity too low
• Obstruction in detection path
• Temperature contrast insufficient
• Sensor malfunction

Solutions:

1. Check battery level

   • Query battery status via cloud API
   • Replace if voltage <2.6V total
   • Use multimeter to verify (should read >1.3V per battery)

2. Verify operating mode

   • Query configuration via Service API
   • Ensure mode set correctly (0, 1, or 2)
   • Reconfigure if needed

3. Increase sensitivity

   • Decrease threshold from current value
   • Try threshold = 60-100 for maximum sensitivity
   • Test with deliberate movement

4. Check for obstructions

   • Remove objects between sensor and monitored area
   • Verify clear line of sight
   • Check dome properly installed (not blocking sensor)

5. Verify environmental conditions

   • Ambient temp should differ from body temp (36-37°C)
   • Best performance: environment 15-25°C
   • Poor contrast reduces detection

6. Test with deliberate movement

   • Wave hand directly under sensor
   • Use normal walking speed (not too slow)
   • Movement required (sensor doesn’t detect static presence)

7. Check for sunlight exposure

   • Direct sunlight overwhelms PIR sensor
   • Relocate if in direct sun
   • Shield sensor from bright light sources

8. Verify sensor not damaged

   • Check for physical damage
   • Ensure dome not cracked
   • LED should still flash when enabled

If still no detection: Contact support@haltian.com for replacement

Configuration Issues

Configuration Not Applied

Symptoms:

• Sensor response shows old values
• Behavior doesn’t change after configuration
• No response to configuration message

Possible Causes:

• Sensor not joined to network
• Incorrect Wirepas endpoints
• CBOR encoding error
• Invalid parameter values
• Network congestion
• Configuration message not received

Solutions:

1. Verify sensor operational

   • Check sensor still reporting to cloud
   • Ensure not in extended sleep mode
   • Trigger movement to wake

2. Check Wirepas endpoints

   • Must be 21/21 for sensor configuration
   • Verify in configuration tool or API
   • Other endpoints will be ignored

3. Validate parameter ranges

   • Review valid ranges in Configuration Reference
   • Out-of-range values may be rejected or clamped
   • Use query message to see current values

4. Retry during low-traffic period

   • Network congestion can delay or drop messages
   • Try configuration at night or off-peak
   • Allow up to 60 seconds for response

5. Increase timeout

   • Don’t expect instant response
   • Typical: 5-30 seconds
   • Allow up to 60 seconds in dense networks

6. Query current configuration

   • Send empty configuration message (only header)
   • Sensor replies with all current values
   • Verify what sensor actually has configured

7. Check transactionId

   • Include transactionId in request
   • Verify response has same transactionId
   • Helps match request to response

If configuration still fails: Contact support@haltian.com

Parameter Value Clamped

Symptoms:

• Response shows different value than requested
• Threshold 50 requested, 60 returned
• Configuration partially applied

Cause: Value outside valid range; sensor clamped to nearest valid value

Solution: This is expected behavior. Sensor enforces valid ranges:

• threshold: 60-1100 (values clamped to this range)
• enableLed: 0-1 (values clamped to 0 or 1)
• mode: 0-2 (values clamped to this range)
• passiveReportInterval: 0-86400

Review Configuration Reference for valid ranges and adjust request accordingly.

Not an error - sensor protecting itself from invalid values.

Maintenance

Battery Replacement

When to Replace:

• Battery level alerts from cloud (typically ~10% remaining)
• Sensor stops reporting messages
• LED no longer flashes when enabled
• Typically every 2-4 years depending on usage

Replacement Procedure:

1. Order replacement batteries

   • Varta Industrial Pro 1.5V AAA LR06 (recommended)
   • Order 2 per sensor
   • Purchase in bulk for multiple sensors

2. Open sensor enclosure

   • Carefully separate housing
   • Avoid damaging internal components

3. Remove depleted batteries

   • Note polarity (+/-) orientation
   • Dispose of old batteries properly

4. Insert new batteries

   • Match polarity (+/- markings)
   • Ensure proper seating in contacts
   • Press firmly to secure

5. Verify LED flash

   • Red LED should flash once
   • Indicates successful power-on
   • If no flash, check battery installation

6. Wait for network rejoin

   • Sensor reboots automatically
   • Rejoins Wirepas network (2-5 minutes)
   • Should resume normal operation

7. Verify messages in cloud

   • Check for messages within 5-10 minutes
   • Confirm configuration preserved
   • Review battery level (should show ~100%)

Battery Selection Guide:

Cleaning

Surface Cleaning:

1. Prepare cleaning materials

   • Lint-free dry cloth
   • For stubborn dirt: slightly damp cloth with water only
   • No chemicals, solvents, or abrasives

2. Wipe sensor surface

   • Gently wipe with dry cloth
   • Remove dust and debris
   • Pay attention to PIR sensor opening

3. Dry if damp cloth used

   • Wipe dry immediately
   • Do not allow moisture in battery compartment
   • Ensure completely dry before leaving

Cleaning Frequency:

• As needed when visibly dirty
• Quarterly in dusty environments
• More frequent in high-traffic areas
• After construction or renovation work

Dome Maintenance:

• Check for cracks or damage
• Clean with dry cloth
• Verify secure attachment
• Replace if damaged (order through sales)

Inspection Schedule

Monthly Checks:

• Verify sensor still reporting to cloud
• Check for physical damage
• Ensure dome (if present) secure
• Review battery level in cloud

Quarterly Checks:

• Clean sensor surface
• Verify LED still functional (if enabled)
• Check mounting adhesion
• Review accuracy vs. known traffic patterns
• Inspect dome for cracks

Annual Checks:

• Full functionality test
• Review placement effectiveness
• Consider sensitivity adjustment for seasonal changes
• Verify network signal strength (RSSI)
• Review battery life predictions
• Plan battery replacement if <20% remaining

Diagnostic Tools

Cloud Monitoring

Key Metrics to Monitor:

• Message frequency - Verify expected intervals
• Battery level - Track depletion rate
• RSSI - Signal strength to gateway
• Hop count - Number of mesh hops
• Message delivery rate - Should be >99%
• Detection patterns - Review for anomalies

Alerts to Configure:

• Battery level < 20%
• No messages for >24 hours
• RSSI < -85 dBm
• Excessive false triggers (depends on use case)

Thingsee Toolbox App

Features:

• Scan sensor QR code for identification
• View real-time sensor status
• Check Wirepas network connectivity
• Verify transmission activity
• Basic diagnostic information

Use Cases:

• Initial installation verification
• Troubleshooting connection issues
• Confirming sensor identity
• Field diagnostics without cloud access

Service API Queries

Useful Queries:

Get current configuration:

query DeviceConfig($serial: String!) {
  devices(where: {identifiers: {vendorSerial: {_eq: $serial}}}) {
    configuration
  }
}

Get recent messages:

query RecentMessages($serial: String!, $since: timestamptz!) {
  measurements(
    where: {
      device: {identifiers: {vendorSerial: {_eq: $serial}}}
      timestamp: {_gte: $since}
    }
    order_by: {timestamp: desc}
  ) {
    timestamp
    data
  }
}

Get battery status:

query BatteryStatus($serial: String!) {
  devices(where: {identifiers: {vendorSerial: {_eq: $serial}}}) {
    latestMeasurement {
      batteryLevel
      batteryVoltage
    }
  }
}

Getting Support

Before Contacting Support

Gather this information:

1. Sensor details

   • Serial number (from QR code or cloud)
   • Firmware version
   • Installation date

2. Issue description

   • Specific symptoms
   • When issue started
   • Frequency of occurrence

3. Environment details

   • Installation location and height
   • Ambient temperature
   • Use of domes

4. Configuration

   • Current mode setting
   • Sensitivity (threshold)
   • Report intervals

5. Recent changes

   • Configuration updates
   • Physical relocation
   • Environmental changes

6. Diagnostic data

   • Recent messages from cloud
   • Battery level
   • RSSI signal strength
   • Error messages

Contact Information

Technical Support:

• Email: support@haltian.com
• Subject: Include sensor serial number
• Attachments: Screenshots, configuration exports

Response Time:

• Typically within 1 business day
• Critical issues: specify urgency in subject

Related Resources:

• Service API Documentation
• CBOR Decoding Guide
• User Guide PDF

Related Documentation

• Installation Guide - Installation procedures
• Operation Guide - Operating modes and messages
• Configuration Reference - All configuration parameters
• Technical Specifications - Complete specs
• CBOR to JSON Conversion - Message decoding