Troubleshoot your presence sensor
If you're missing the presence data from Insights Plus and have one of our presence sensors, the first thing you'll need to check is if it's connected correctly.
Check out our plug in guide for step by step instructions for connecting your sensor.
If your sensor is powered on and connected correctly you should see three LED lights:
🟢 Green - steady green light for power.
🟢 Green - blinking green middle sensor when sending data to our servers.
🔴 Red - blinking red light for internet connectivity.
No LED lights
If the sensor has no lights displayed, it may not be powered on.
Check that you have the micro USB cable and USB plug connected.
The middle LED is not active
Once you have connected the sensor, you need to wait for approximately 3-5 minutes to for the middle light to become active and for the data to start being sent.
If the middle LED light does not become active, check the following:
Is the ethernet cable in the correct port: Make sure your ethernet cable is connected to the WAN port on the sensor and then into a LAN port on your network. This could be port on your router, network switch or a network wall socket at your venue.
Can the sensor get an internet connection: Make sure that the LAN port you have used has internet connectivity. In order for the sensor to work it requires an IP address from your network.
Device reset
Using your mobile phone or a tablet, check the nearby WiFi networks/SSIDs that are available. If you can see a network broadcasting that is like this: GL-AR300M-xxx it indicates that your device has been factory reset.
Faulty Device
If your device has been factory reset, it will need to be returned to the Wireless Social Technical Support team to be re-built.
If your device will no longer power on, it will likely need to be replaced. Get in touch with your Account Manager to discuss a replacement.
📌 Note: If the device is under one year old we can replace it under warranty free of charge. If the sensor is outside of the one year warranty period, there will be a charge for a new sensor.