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  4. Chapter 4: Maintenance
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Chapter 4: Maintenance

Contents

4.0 Device Troubleshooting Guide 

If below issue has occurred on the people counter, you may perform diagnosis based on below guidelines:

Should the issue persist after above troubleshooting, please contact FootfallCam Helpdesk for further technical support: support.footfallcounter.com

LED Light

Possible Causes and Respective Action Plans
Flashing Blue Light

Device is not paired.
Make sure to input the correct pairing code. Please refer to the link below for more details.
4.1.1 Add Device During Installation

Constant Blue Light

No issues detected.
Counter is functioning and no solution is required.

No Light

Switch to supply power is turned off.
Ensure the power cord is plugged in tightly to the midspan / PoE switch and emits both green and orange lights.

Faulty power socket.
Test the power socket with another device.

Loose cable in midspan / PoE switch.
Unplug cable from Midspan and plug it in again.

Loose cable in router port.
Unplug cable from router and plug it in again.

External physical damage.
Verify that the device is installed in a suitable environment that complies to the hardware operating standards.
(Info: Please refer to Product Specification.)
Flashing Yellow Light

Software issue.
Please raise a support ticket.

Constant Yellow Light

Network cable is crimped incorrectly.
Ensure the cable is crimped in the correct sequence and wires are connected to the end of the pin.
(Info: Please refer to Section 3.2.2 Installation Cable.)

Loose network cable.
Ensure the network cable is plugged in tightly to the midspan / PoE switch and emits both green and orange lights.

Flashing Green Light

No network.
Confirm the availability of network with internet service provider.

IP address conflicts with another device.
Enter the counter's IP address in an internet browser and ensure the user is redirected to the Counter Control Panel Login page. Check IT settings in the network page.

Firewall blocked.
Unblock Port 80, Port 22 and Port 443.
Unblock FootfallCam server http://portal.footfallcounter.com, http://145.239.4.218, http://91.109.10.77 and http://54.85.80.97.

DNS issue.
Ensure the server address is entered correctly.

Functionality of the router port.
Change the Cat 5e network cable from the current port to another port.

Proxy password expired.
Check proxy server connectivity and whether the proxy has expired or not.

Insufficient network bandwidth.
Ensure other system resources are not using all the available bandwidth and ensure the device IP address assigned correctly.

Incorrect network setting.
Open smartphone Wi-Fi SSID to search for counter and login into the control panel to check IT Settings.

IP out of range.
Double check the IP details and ensure everything is correct.

Gateway issue.
Double check IP details and gateway and ensure everything is correct.

DHCP issue.
Double check router and ensure it is working.

FootfallCam has been blacklisted.
Check if FootfallCam server had been blacklist. If that is the case, please add FootfallCam server into firewall whitelist. Please refer to link below for more details.
1.1.2 Requirements for using FootfallCam™ Cloud Servers

Constant Green Light

Server connection issue.
Double check if the server is up and running. Then check if site network is able to connect to the server.

Constant Red Light

System error during bootup sequence.
Power Cycle - Power off device for 5 minutes, unplug both pink cable and grey internet cable from Midspan/ PoE switches, and plug it in again. Open smartphone Wi-Fi SSID to search for counter and login into the control panel again.

 

 

4.1 Device Replacement 

STEP 1 - Unscrew the device from ceiling.

STEP 2 - Unplug the network cable.

STEP 3 - Plug in the new device with the network cable and screw it on the original position.

STEP 4 - Check the counter LED light, make sure it is turned to Blue.

4.2 Device Firmware Upgrade 

Note

The display of the interface differs based on the current firmware the device is running on. The information presented in this User Guide refers to the latest version at the time of writing.

STEP 1 - Connect counter SSID via Wi-Fi and login with password: Please get from FFC support personnel.

STEP 2 - Access to web browser (Safari, Google Chrome) and enter URL: http://192.168.4.1.

STEP 3 - Login with password: Please get from FFC support personnel.

STEP 4 - Click on Upgrade on the top right and navigate to Firmware Upgrade.

Item Description
1. Automated Firmware Upgrade Click on Check Now to retrieve the latest version and firmware will upgrade automatically.
2. Manual Firmware Upgrade Click on Browse to upload the firmware file and click Ok to complete the process.

STEP 5 - Device will reboot automatically after 5 minutes once the upgrade is complete.

4.3 Device Reboot 

Note

Counter will not record any data while the device is rebooting.

STEP 1 - Connect counter SSID via Wi-Fi and login with password: Please get from FFC support personnel

STEP 2 - Access to web browser (Safari, Google Chrome) and enter URL: http://192.168.4.1.

STEP 3 - Login with password: Please get from FFC support personnel.

STEP 4 - Click on Reboot on the bottom.

STEP 5 - Click on Reboot in the pop-up message.

4.4 Device Network Diagnosis

STEP 1 - Go to Settings page based on the image above.

STEP 2 - Scroll to the bottom of the page, click on the Diagnosis button and wait for 30 to 60 seconds.

STEP 3 - A CounterNetworkDiagnosis.txt text file will be downloaded. If there is any error or issue downloading the text file, kindly contact FootfallCam Helpdesk for further technical support: support.footfallcounter.com

STEP 4 - Send the CounterNetworkDiagnosis.txt file to Footfallcam team.

    • Through Support Chat App:

      • For Android user, copy the text file and send it to Footfallcam support group.

      • For Iphone users, convert the text file to PDF format and send it to Footfallcam support group.

    • Through Support Ticket:

      • Attach the text file into the support ticket and send it as a message for Footfallcam team to further check on the issue.

    • Through Email: 
      • Attach the text file and send the email to support@footfallcam.com with the device serial as email subject. 

 

Updated on April 12, 2021