Troubleshooting

Common issues and solutions for Haltian ENTRYWAY sensor

Troubleshooting Overview

This guide addresses common issues with Haltian ENTRYWAY sensors and provides step-by-step solutions.

Quick troubleshooting approach:

  1. Identify the problem (symptoms)
  2. Check common causes (this guide)
  3. Verify configuration (IoT Studio)
  4. Contact support if unresolved

Counting Accuracy Issues

Common detection errors

Counts Lower Than Expected (Missed Detections)

Symptoms:

  • Fewer entries/exits reported than actual foot traffic
  • People walking through but not counted
  • Inconsistent detection

Common causes:

1. Incomplete Passage Through Detection Zone

Problem: People not walking through all three PIR beams completely

Examples:

  • Person stops midway through doorway
  • Person reverses direction before exiting detection zone
  • Person lingers in doorway (talking, checking phone)

Solution:

  1. Observe traffic patterns during peak times
  2. Identify if people frequently stop or linger
  3. Option A: Educate users to walk through completely (for controlled environments like offices)
  4. Option B: Relocate sensor to location with complete passage patterns
  5. Option C: Accept limitation (some missed counts unavoidable in certain locations)

Expected outcome: Complete passage through all three beams ensures accurate count

2. Insufficient Temperature Difference

Cold environment reducing PIR sensitivity

Problem: Ambient temperature too close to body temperature (thermal detection fails)

Examples:

  • High room temperature (> 30°C): Less thermal contrast
  • Person wearing thick winter clothing (just entered from cold outdoors)
  • Person’s body temperature close to ambient (after exercise in warm room)

Solution:

  1. Check ambient temperature in installation area
  2. Optimal: 15-25°C ambient temperature
  3. If > 30°C, PIR detection unreliable:
    • Option A: Improve ventilation/cooling (lower ambient temp)
    • Option B: Consider alternative sensor technology (time-of-flight, video)
  4. For winter clothing issue:
    • Wait for person to acclimate (body surface temperature normalizes)
    • Or accept temporary reduced accuracy during transition periods

Expected outcome: 15-20°C temperature difference (ambient vs. body) enables reliable PIR detection

3. Simultaneous Passage (Multiple People Side-by-Side)

Problem: Two or more people walking through simultaneously, counted as one

Solution:

  1. Observe traffic patterns: Identify peak times with simultaneous passage
  2. Check passageway width:
    • < 1000mm: Single-file likely, good accuracy
    • 1200-1600mm: Side-by-side possible, some missed counts expected

    • 1600mm: Frequent simultaneous passage, significant undercounting

  3. Option A: Install multiple sensors (cover wider passageway)
  4. Option B: Accept limitation (document expected accuracy for wide doorways)
  5. Option C: Implement traffic flow control (encourage single-file, if feasible)

Expected outcome: Single-file traffic yields > 95% accuracy; simultaneous passage inherently challenging for PIR technology

4. Fast Movement (Running, Rushing)

Problem: Person moving very fast, PIR beams triggered out of sequence or too quickly

Solution:

  1. Verify measurement interval (default 30 seconds)
  2. Fast movement typically still detected (PIR responds to heat changes)
  3. If suspected issue:
    • Test with controlled fast walkthrough (running)
    • Check IoT Studio for count increment
  4. If counts missed: Contact Haltian support (may need sensor recalibration or configuration adjustment)

Expected outcome: Normal to fast walking speeds reliably detected; extreme speeds (sprinting) may occasionally miss

5. Passageway Too Wide

Problem: Passageway > 1600mm (exceeds sensor specification)

Solution:

  1. Measure passageway width
  2. If > 1600mm:
    • Detection unreliable (PIR beams don’t cover full width)
    • Option A: Install multiple sensors (e.g., two sensors for 3000mm doorway)
    • Option B: Accept lower accuracy (document limitation)
    • Option C: Use alternative technology (time-of-flight for wide passages)

Expected outcome: Maximum 1600mm width for reliable detection; wider passages require multiple sensors

Counts Higher Than Expected (False Positives or Double Counts)

Symptoms:

  • More entries/exits reported than actual foot traffic
  • Single person counted multiple times
  • Counts incrementing when no one present

Common causes:

1. Door Movement Detected as Person

Problem: Sensor installed on door swing side, detecting door or door pump mechanism

Solution:

  1. Verify sensor installation location:
    • Check which side door opens to
    • Sensor should be on opposite side from door swing
  2. If sensor on door swing side:
    • Relocate sensor to opposite side of doorframe
    • Or mount on ceiling (avoids door interference)
  3. Test after relocation: Open/close door multiple times, verify no false counts

Expected outcome: Door movement no longer triggers false detections

2. Heat Source Beneath Sensor

Problem: Equipment beneath sensor emitting heat (lights, thermostats, etc.)

Examples:

  • Ceiling light directly below sensor (heat rises)
  • Thermostat on wall beneath sensor
  • Other electronic equipment generating heat

Solution:

  1. Inspect wall/ceiling beneath sensor (within detection zone)
  2. Identify any heat-emitting equipment
  3. Option A: Remove or relocate heat source
  4. Option B: Relocate sensor to area without heat sources below
  5. Ensure minimum 10 cm clearance from sensor to any equipment

Expected outcome: Clear detection zone eliminates false thermal triggers

3. Person Lingering in Detection Zone

Problem: Person stands in detection zone (not passing through), PIR sensors triggered continuously

Examples:

  • Person talking on phone in doorway
  • Person waiting for someone in passageway
  • Person checking something (keys, badge, etc.) while in detection zone

Solution:

  1. Observe traffic patterns: Identify if lingering common
  2. Option A: Choose installation location where lingering rare (corridors vs. lobby doorways)
  3. Option B: Educate users not to linger (for controlled environments)
  4. Option C: Accept limitation (some false counts from lingering unavoidable)

Expected outcome: Lingering inherently challenges PIR detection; minimize by choosing good installation locations

4. Person Walking Through Multiple Times (Bidirectional Traffic)

Problem: Person walks through entry direction, immediately walks back through exit direction (counted twice, correctly)

Clarification:

  • This is not a false positive - person actually entered and exited
  • Verify expectation: Should bidirectional traffic be counted?

Solution:

  1. Review use case:
    • Visitor counting: Bidirectional traffic should be counted (person entered, then exited)
    • Occupancy estimation: Net change (entries - exits) accounts for bidirectional traffic
  2. If counts seem “too high”:
    • Check IoT Studio data: Review both entries AND exits
    • Calculate net change: Entries - Exits = Net occupancy change
  3. Not an issue if use case is visitor counting (all passages counted)

Expected outcome: Bidirectional traffic correctly counted as separate entry and exit

Entries and Exits Swapped (Direction Confusion)

Symptoms:

  • People entering counted as “exits”
  • People exiting counted as “entries”
  • Direction reversed from expectation

Common cause:

Entry Direction Configured Incorrectly

Problem: Sensor oriented opposite to expected entry direction

Solution:

  1. Verify current configuration:
    • Default: Entry = Towards sensor (logo on left)
    • Custom: Entry = As configured by Haltian support
  2. Test with controlled walkthrough:
    • Walk through in expected “entry” direction
    • Check IoT Studio: Does “entries” increment? (Should)
    • Walk through in expected “exit” direction
    • Check IoT Studio: Does “exits” increment? (Should)
  3. If reversed:
    • Contact Haltian support: support@haltian.com
    • Provide sensor ID
    • Describe issue: “Entries and exits are swapped”
    • Haltian will reverse direction configuration remotely
  4. Verify after configuration change (test walkthroughs again)

Expected outcome: Direction configuration matches actual traffic flow

Connectivity Issues

Sensor Not Appearing in IoT Studio

Symptoms:

  • Sensor installed and powered (batteries installed)
  • Does not appear in IoT Studio device list
  • “Last Seen” timestamp never updates

Common causes:

1. Sensor Not Yet Joined Wirepas Network

Problem: Network join process can take 1-10 minutes (or longer in sparse mesh environments)

Solution:

  1. Wait 10-15 minutes after installation
  2. Refresh IoT Studio device list
  3. If still not appearing after 30 minutes, proceed to next troubleshooting step

Expected outcome: Sensor appears in device list within 30 minutes

2. Out of Range from Gateway or Mesh Network

Problem: Sensor > 20m from gateway with no intermediate routers

Solution:

  1. Measure distance from sensor to nearest gateway or router sensor
  2. If > 20m, mesh network cannot reach sensor
  3. Option A: Add intermediate sensor(s) as routers (< 20m spacing)
  4. Option B: Relocate gateway closer to sensor
  5. Option C: Relocate sensor closer to network

Expected outcome: Sensor within 20m of mesh network, joins successfully

3. Gateway Offline or Not Configured

Problem: Thingsee Gateway not operational

Solution:

  1. Verify gateway powered and connected to internet
  2. Check gateway status in IoT Studio (should show “online”)
  3. If gateway offline, troubleshoot gateway (refer to gateway documentation)
  4. Restart gateway if needed
  5. After gateway online, sensor should join within 10 minutes

Expected outcome: Gateway online, sensor joins mesh network

4. Batteries Dead or Incorrectly Installed

Problem: Batteries depleted or installed with incorrect polarity

Solution:

  1. Open battery compartment
  2. Remove batteries
  3. Check polarity markings in compartment (+ and -)
  4. Insert 2× new AA alkaline batteries with correct polarity
  5. Close compartment
  6. Verify LED indicator (check user manual for expected LED behavior)
  7. Wait 10 minutes for network join

Expected outcome: Sensor powered, joins network within 10 minutes

5. Sensor Hardware Failure (Rare)

Problem: Sensor defective (rare - quality control high)

Solution:

  1. If all other troubleshooting steps fail, hardware failure possible
  2. Contact Haltian support with sensor ID
  3. Report troubleshooting steps already attempted
  4. Haltian may send replacement sensor under warranty

Expected outcome: Replacement sensor (if within warranty and confirmed defective)

Sensor Shows “Last Seen” Timestamp Outdated

Symptoms:

  • Sensor appeared in IoT Studio previously
  • “Last Seen” timestamp hours or days old
  • No recent data updates

Common causes:

1. Sensor Moved Out of Network Range

Problem: Sensor or gateway relocated, now out of range

Solution:

  1. Verify sensor and gateway physical locations unchanged
  2. Check for environmental changes (new metal structures blocking RF)
  3. Verify intermediate routers still operational (check “Last Seen” on all sensors in path)
  4. If network topology changed, add routers or relocate gateway

Expected outcome: Network connectivity restored, “Last Seen” updates

2. Batteries Depleted

Problem: Battery drained (should last 4 years, but early depletion possible)

Solution:

  1. Check battery level in IoT Studio (if available from last report)
  2. If battery < 10%, sensor may have shut down
  3. Replace batteries (2× AA alkaline, user-serviceable)
  4. Sensor automatically rejoins network after battery replacement

Expected outcome: New batteries installed, sensor resumes operation

3. Gateway Offline

Problem: Gateway lost internet connection or powered off

Solution:

  1. Check gateway status in IoT Studio
  2. Verify gateway internet connection (ethernet or cellular)
  3. Restart gateway if needed
  4. Verify power supply

Expected outcome: Gateway online, sensor data resumes transmission

4. Wirepas Mesh Network Issue

Problem: Mesh network disruption (interference, router failures)

Solution:

  1. Check signal strength (RSSI) in IoT Studio (if available from last report)
  2. If RSSI < -85 dBm, signal quality poor
  3. Add intermediate routers between sensor and gateway
  4. Contact Haltian support for mesh network diagnostics

Expected outcome: Improved mesh connectivity, data transmission resumes

Battery Issues

Battery Draining Faster Than Expected

Symptoms:

  • Battery level decreasing faster than ~25% per year (4-year life)
  • Expected 4-year life, but draining in 2-3 years or less

Common causes:

1. Sensor Acting as Heavy Router

Problem: Sensor relaying many packets for other sensors (router role)

Solution:

  1. Contact Haltian support to check sensor’s mesh network role
  2. If sensor is routing many packets, this is normal (trade-off for mesh connectivity)
  3. Option A: Accept shorter battery life (3-4 years still typical for routers)
  4. Option B: Add more routers to distribute load (Haltian can advise)

Expected outcome: Heavy routers have shorter battery life (3-4 years vs. 4+ years for end devices)

2. Measurement or Reporting Interval Too Short

Problem: Sensor measuring or transmitting too frequently (custom configuration)

Solution:

  1. Review measurement interval (should be 30s typically)
  2. Review reporting interval (state change + 1-hour idle typical)
  3. If intervals very short (e.g., 10s measurements, 10-minute idle), battery drains faster
  4. Contact Haltian support to adjust intervals (trade-off: slower updates vs. longer battery life)

Expected outcome: Optimized intervals extend battery life

3. Extreme Cold or Heat Environment

Problem: Battery capacity reduced in very cold (< 10°C) or hot (> 40°C) temperatures

Solution:

  1. Check environmental temperature range (sensor operates 0-50°C)
  2. Battery chemistry (alkaline) capacity reduced in extreme cold or heat
  3. If sensor in extreme environment (< 10°C or > 40°C), shorter battery life expected
  4. Option A: Relocate sensor to moderate temperature location (if possible)
  5. Option B: Accept shorter battery life, plan for more frequent battery replacements

Expected outcome: Extreme environments inherently reduce battery life

4. Defective Batteries

Problem: Batteries defective or low-quality (not manufacturing defect of sensor)

Solution:

  1. Use high-quality AA alkaline batteries (Duracell, Energizer, etc.)
  2. Avoid cheap or no-name batteries (lower capacity, faster drain)
  3. Replace batteries with known good brand
  4. Monitor battery life after replacement

Expected outcome: Quality batteries provide expected ~4-year life

How to Check Battery Level

In Haltian IoT Studio:

  1. Log into IoT Studio portal
  2. Navigate to Devices → Device List
  3. Find Haltian ENTRYWAY sensor (search by sensor ID)
  4. View Battery field (percentage or voltage)
  5. Review historical battery level trend (if available)

Battery level interpretation:

  • 100-75%: Excellent (sensor new or recently replaced batteries)
  • 75-50%: Good (midlife, ~2 years remaining)
  • 50-25%: Fair (monitor quarterly, plan for replacement)
  • < 25%: Low (plan for battery replacement soon)
  • < 10%: Critical (replace batteries immediately)

Replacing Batteries

For step-by-step battery replacement procedure, see Operation — Replacing Batteries.

Configuration Issues

Unable to Change Entry Direction or Measurement Interval

Symptoms:

  • Want to adjust configuration (entry direction, intervals)
  • No self-service option in IoT Studio
  • Unclear how to change settings

Solution:

Configuration via Haltian Support:

  1. Configuration changes currently managed by Haltian remotely
  2. Email support@haltian.com with:
    • Sensor ID(s)
    • Desired configuration (entry direction, measurement interval, idle reporting interval, etc.)
    • Use case description
  3. Haltian applies configuration remotely (typically within 1-24 hours)
  4. Verify new configuration via testing (walkthroughs, observe report timestamps)

Expected outcome: Haltian pushes configuration update to sensor

Configuration Change Not Taking Effect

Symptoms:

  • Requested configuration change from Haltian support
  • Sensor behavior unchanged after stated update time

Common causes:

1. Configuration Not Yet Applied

Problem: Update in progress (can take up to 24 hours)

Solution:

  1. Confirm when Haltian confirmed configuration push (check email)
  2. Wait up to 24 hours for sensor to receive and apply update
  3. Sensor must wake up and check for configuration updates
  4. If > 24 hours since Haltian confirmed, contact support

Expected outcome: Configuration applied within 24 hours

2. Sensor Out of Network Range During Update

Problem: Sensor offline when configuration pushed

Solution:

  1. Verify sensor “Last Seen” timestamp recent (< 1 hour)
  2. If sensor offline, configuration cannot be received
  3. Restore sensor connectivity (see “Connectivity Issues” section)
  4. Once online, configuration should apply automatically

Expected outcome: Configuration applies once sensor back online

3. Configuration Applied to Wrong Sensor

Problem: Multiple sensors, configuration applied to different sensor ID

Solution:

  1. Verify sensor ID in request to Haltian support
  2. Check sensor ID in IoT Studio (ensure correct sensor)
  3. Contact Haltian support to confirm configuration applied to correct sensor ID
  4. Re-request configuration for correct sensor if needed

Expected outcome: Configuration applied to correct sensor

Data Quality Issues

Entry/Exit Counts Fluctuating Wildly

Symptoms:

  • Reported counts inconsistent (e.g., 10 entries one interval, 0 next interval, 15 next)
  • Erratic count pattern even when traffic stable

Common causes:

1. High Traffic with Simultaneous Passage

Problem: Busy passageway, many people side-by-side, PIR detection inconsistent

Solution:

  1. Observe traffic patterns during peak times
  2. Count actual people vs. reported counts
  3. If passageway width > 1200mm and frequent simultaneous passage:
    • Option A: Install multiple sensors (cover wider area)
    • Option B: Accept variability (document expected accuracy)
    • Option C: Consider alternative technology (time-of-flight, video)

Expected outcome: PIR inherently challenges with simultaneous passage; alternatives may be needed for wide, busy passageways

2. Bidirectional Traffic (Entries and Exits Balancing)

Problem: People walking both directions frequently (entries and exits both incrementing)

Clarification:

  • This is normal for bidirectional traffic
  • Review both “entries” AND “exits” fields
  • Calculate net change: Entries - Exits = Net occupancy change

Solution:

  1. Verify use case expectation:
    • Visitor counting: All passages counted (bidirectional normal)
    • Occupancy estimation: Net change is the metric (not raw entries or exits)
  2. If expected, no issue

Expected outcome: Bidirectional traffic correctly reported as separate entries and exits

3. Environmental Factors (Temperature Fluctuations)

Problem: Ambient temperature changing (heating/cooling cycles) affects PIR sensitivity

Solution:

  1. Check HVAC patterns: Identify temperature cycling times
  2. Verify ambient temperature stays 15-25°C (optimal for PIR)
  3. If temperature swings > 30°C or < 15°C:
    • PIR accuracy may degrade
    • Option A: Improve climate control (stable temperature)
    • Option B: Accept reduced accuracy during temperature extremes

Expected outcome: Stable ambient temperature (15-25°C) yields consistent PIR performance

Zero Counts When Traffic Expected

Symptoms:

  • No entries/exits reported
  • Traffic observed, but counts remain zero
  • Sensor appears online (Last Seen recent)

Common causes:

1. Sensor Installed Incorrectly (Beams Not Covering Passageway)

Problem: Sensor orientation wrong, PIR beams don’t intersect traffic path

Solution:

  1. Verify sensor installation:
    • Doorframe: Sensor centered width-wise, flush with bottom edge
    • Ceiling: Sensor centered on corridor
    • Wall: Sensor at 1-meter height, beams covering passageway
  2. Test walkthrough: Observe LED indicator (check user manual for detection LED pattern)
  3. If LED doesn’t light during walkthrough, sensor not detecting
  4. Relocate or reorient sensor to cover traffic path
  5. Test again until detection confirmed

Expected outcome: Proper installation ensures PIR beams intersect traffic path

2. Insufficient Temperature Difference (Too Hot or Cold)

Problem: Ambient temperature too close to body temperature (PIR cannot distinguish)

Solution:

  • Same as “Counts Lower Than Expected” → “Insufficient Temperature Difference” (see above)

Expected outcome: 15-25°C ambient temperature enables reliable thermal detection

3. Batteries Dead

Problem: Batteries depleted, sensor not operational

Solution:

  • Replace batteries (2× AA alkaline)
  • Verify sensor resumes operation (LED indicator, IoT Studio “Last Seen” updates)

Expected outcome: New batteries restore sensor operation

Performance Optimization

How to Maximize Counting Accuracy

Best practices:

  1. Choose narrow passageways (< 1200mm width for best accuracy)
  2. Install in locations with single-file traffic (corridors, doorways)
  3. Avoid wide-open spaces (> 1600mm width)
  4. Ensure complete passage patterns (people walk straight through, don’t linger)
  5. Maintain ambient temperature 15-25°C (optimal PIR performance)
  6. Install on opposite side from door swing (avoid door motion interference)

Expected outcome: > 95% accuracy with optimal installation and traffic patterns

How to Maximize Battery Life

Best practices:

  1. Use default intervals: 30s measurement, 1-hour idle reporting (optimized for 4-year life)
  2. Avoid excessive reporting: Don’t configure unnecessarily frequent transmissions
  3. Plan mesh topology: Minimize sensor router role (direct path to gateway)
  4. Use quality batteries: High-quality AA alkaline (Duracell, Energizer, etc.)
  5. Monitor battery trend: Review quarterly, plan replacement proactively

Expected outcome: ~4 years battery life with default configuration

How to Reduce False Positives

Best practices:

  1. Install on opposite side from door swing (avoid door motion detection)
  2. Clear heat sources beneath sensor (lights, thermostats, equipment)
  3. Choose locations where people don’t linger (corridors vs. lobbies)
  4. Ensure passageway width ≤ 1600mm (within sensor specification)

Expected outcome: Minimal false positives with proper installation

Common Error Messages

“Sensor Offline” in IoT Studio

Meaning: Sensor hasn’t communicated with gateway recently (threshold varies, typically 1-24 hours)

Solution: See “Sensor Shows ‘Last Seen’ Timestamp Outdated” section above

“Low Battery” Alert

Meaning: Battery level below threshold (e.g., < 25%)

Solution:

  1. Note battery level percentage
  2. If < 25%, plan for battery replacement within weeks-months
  3. If < 10%, replace batteries soon (may stop functioning)
  4. Replace batteries (2× AA alkaline, user-serviceable)

“Configuration Error” (if shown)

Meaning: Sensor received invalid configuration or failed to apply

Solution:

  1. Contact Haltian support immediately
  2. Provide sensor ID and error details
  3. Haltian will push corrected configuration

When to Contact Support

Contact Haltian support if:

  • ❌ Issue not resolved using this troubleshooting guide
  • ❌ Sensor hardware suspected defective
  • ❌ Battery draining much faster than expected (< 2 years)
  • ❌ Configuration changes needed (entry direction, intervals)
  • ❌ Mesh network topology assistance required
  • ❌ “Last Seen” > 24 hours and connectivity troubleshooting failed
  • ❌ Warranty or replacement questions
  • ❌ Counting accuracy consistently poor (< 80%) in optimal conditions

Support contact:

  • Email: support@haltian.com
  • Include: Sensor ID, problem description, troubleshooting steps attempted, observed traffic vs. reported counts
  • Response time: Typically 1 business day

Preventive Maintenance

To avoid issues:

  • ✅ Check battery level quarterly (in IoT Studio)
  • ✅ Verify “Last Seen” weekly (or set up alerts)
  • ✅ Inspect mounting security annually (physical inspection)
  • ✅ Review counting accuracy periodically (compare actual vs. reported traffic)
  • ✅ Monitor for environmental changes (new equipment, temperature changes)
  • ✅ Plan battery replacement proactively (when battery < 25%, ~every 4 years)
  • ✅ Clean sensor window annually (wipe with soft cloth if dusty)

Proactive monitoring prevents downtime and ensures reliable long-term operation.