Troubleshooting

No Occupancy Data from Device Group

• Verify the device group has been created and contains member devices (query deviceGroupDevices for the group)
• Check that member sensors are active and sending data — the Occupancy Data Engine starts processing automatically when sensors report measurements
• Confirm the member sensors are supported types (Entryway or Presence sensors) — other device types are ignored by the engine

Incorrect Occupancy Counts

• Check sensor installation and positioning — Entryway sensors must be correctly aligned with the doorway direction
• Review the inactivity reset period — if it’s too long, count drift accumulates before correction
• For mixed groups, verify that Presence sensors accurately detect when the space is empty, as this affects inactivity reset triggering
• Use a manual reset via the API to immediately correct the count

Count Never Resets

• Entryway-only groups: Verify the inactivity period is configured and that there are actual periods of inactivity (no entries or exits) longer than the configured threshold
• Mixed groups: The reset requires all Presence sensors to report not occupied and no movement detections and no activity for the configured period — check that Presence sensors are correctly reporting empty state
• Presence-only groups: These do not use inactivity resets — they self-correct when all sensors report not occupied. If the group stays occupied, check individual sensor status

Mixed Group Shows Occupied When Room Is Empty

• Check if any Presence sensor has a stale occupied reading — the engine uses the more recent signal per sensor, but if a sensor stops reporting, its last value persists
• Verify that movementDetections values are being updated — a stuck non-zero value keeps the group occupied
• A manual reset clears the device group state, but the issue returns if the sensor continues reporting stale data. Check sensor connectivity

Count Shows Negative Values

Negative people counts can occur when more exits than entries are detected (e.g., someone enters through an unmonitored door). This is expected behavior — the engine preserves negative values for transparency but treats them as zero when determining occupancy status. The count corrects at the next inactivity or manual reset.