Troubleshooting

Unique Visitors and Deduplicated Count show 0

Expected during the day: these come from the sensor's analysis pass that runs once daily, after its configured closing time. If they're still zero the morning after a full trading day, contact support — the sensor's working hours may need adjusting.

My device shows Off-line

Off-line means no data or heartbeat for over 5 minutes. In order of likelihood:

1. Power — is the sensor lit?
2. Network — did the Wi-Fi change name or password recently? Did the internet drop?
3. Wait one minute after fixing either; the status flips back automatically.

The sensor buffers up to 90 days internally, so an outage costs you live visibility, not data — everything backfills when it reconnects.

The Enter count doesn't match my till

It shouldn't — they measure different things. Enter counts people crossing the line, including groups where one person pays, children, and people who don't buy. The gap between Enter and transactions is your true conversion rate, one of the most useful numbers BitOculus gives you.

Staff are inflating my numbers

Staff wearing their badge are detected and excluded from the people-level metrics (dwell, demographics, arrivals) and counted separately on the Employees card. The raw door counters (Enter/Exit/Pass-by/Turnback) are hardware tallies and include everyone. If staff aren't being detected, check badges are worn visibly.

A metric card disappeared

Cards only render when at least one of your sensors supports the underlying measurement. If you filtered the dashboard to a specific sensor, switch the Entity selector back to "All".

I see a change I didn't make

Open the Audit Log — every device change records who made it and exactly what changed, permanently.