1.0 First Line checking for No light and Red light device:
Please attached this form in the support ticket together with images and videos references.
| Steps | Task | Findings |
| 1 | Check FootfallCam devices LED Light color |
Please attached the device's picture with clear LED light which having offline issue and 10 seconds video in the support ticket Device 1: LED Light: Device 2: LED Light: Device 3: LED Light: Device 4: LED Light: Device 5: LED Light: |
| 2 | Reboot the devices |
Please ticked ( ✓) f you have rebooted the devices ( ) Issue resolved after rebooted? (Yes/ No) Notes after rebooted:
|
| 3 | Check PoE Light / Switches indication |
Please attached the PoE picture with clear light indication in the support ticket. Notes: |
| 4 | Check Cables |
Cable from POE midspan/switch to network firmly plugged? ( ) Issue resolved after re-plugged? (Yes/ No) Cable from POE midspan/switch to device firmly plugged? ( ) Issue resolved after re-plugged? (Yes/ No) Notes: |
| 5 | Check Network Port |
(a) For 1 Device:
Issue resolved after swapped? (Yes/ No) (b) For Multiple devices: Swap the cable to different port ( ) Swap the POE midspan with another working counter's POE midspan ( ) Swap the cable connected from POE midspan/switch to network with another working counter's cable ( ) Swap the cable connected from POE midspan/switch to counter with another working counter's cable ( ) Issue resolved after anyone of the above done? (Yes/ No) Notes: |
| 6 | Check Back Office IT Set Up |
Please attached the back office network set up picture in the support ticket. |
2.0 First Line checking for Greenlight and Yellow light:
Please check using Network diagnosis guide: https://www.footfallcam.com/people-counting/knowledge-base/chapter-4-maintenance/
And attached the Log file in the support ticket.