Exact Comms Troubleshooting Guide

Introduction

This troubleshooting guide is designed to help sales and support staff resolve common issues encountered with the Exact Comms Ltd. dashboard and hardware components. Follow the steps outlined below to diagnose and fix problems efficiently. If the issue persists, please contact our support team for further assistance.

Dashboard Issues

Login Problems

Problem: Unable to log in to the dashboard.

Solution:
1. Ensure that you are using the correct username and password.
2. Check your internet connection.
3. Clear your browser cache and cookies.
4. Try accessing the dashboard using a different browser.
5. Reset your password if necessary.

Data Sync Issues 

Problem: Datais not syncing between the hardware and the dashboard.

Solution:

1. Ensure all hardware components (tags, beacons, gateways) are powered on and functioning correctly.

2. Check that the Wi-Fi gateway is connected to the internet.

3. Verify that the hardware components are within the appropriate range for data transmission.

4. Restart the Wi-Fi gateway.

5. Re-sync the data manually from the dashboard settings.

Missing Data

Problem: Data from specific tags or beacons does not appear on the dashboard.

Solution:

1. Confirm that the tags and beacons in question are powered on and within range.

2. Check the battery level of the tags and replace them if necessary.

3. Ensure the beacons are correctly placed and not obstructed.

4. Verify that the Wi-Fi gateway is operational and connected.

5. Re-sync data from the dashboard.

Dashboard Navigation Issues 

Problem: Difficulty navigating the dashboard or accessing specific features.

Solution:

1. Ensure your browser is up to date.

2. Clear your browser cache and cookies.

3. Use the dashboard help section for guidance on navigation.

4. Contact support for a walkthrough of the dashboard features.

Hardware Issues

Bluetooth Tag Issues 

Problem: Tags are not being recognized or are malfunctioning.

Solution:

1. Check the battery level and charge it if necessary.

2. Ensure the tag is within range of the beacon and Wi-Fi gateway.

3. Verify that the tag is not damaged.

4. Reset the tag by removing and reinserting the battery.

Beacon Issues 

Problem: Beacons are not transmitting signals.

Solution:

1. Ensure the beacons are powered on and the battery level is sufficient.

2. Check the beacon range setting with BeaconSET Plus app.

3. Verify the placement of the beacons and ensure they are not obstructed.

4. Check the beacon settings in the dashboard to ensure they are configured correctly.

5. Replace the beacon if it is not functioning.

Wi-Fi Gateway Issues 

Problem: Wi-Fi gateway is not connecting or transmitting data.

Solution:

1. Verify that the Wi-Fi gateway is plugged in and powered on.

2. Ensure the gateway is connected to a stable internet connection.

3. Restart the gateway.

4. Check for any firmware updates for the gateway.

5. If updating the gateway, you need to have a data transferable cable to connect to laptop.

6. Reset the gateway to factory settings and upload latest firmware if necessary.

General Troubleshooting Steps

1. Power Cycle Devices:  Turn off the device, wait for 30 seconds, and then turn it back on.

2. Check Connections: Ensure all cables and connections are secure and correctly placed.

3. Update Firmware/Software: Regularly check for and install firmware or software updates for all devices.

4. Consult the User Manual: Refer to the user manual for specific troubleshooting steps related to each device.

• Related Articles

• Exact Comms Installation App – Quick Start Guide (Beacons Only)

  This guide explains how to use the Exact Comms Installation App to: Log in with your Exact Comms credential. Add new beacons to your assigned site Name and configure each beacon correctly Adjust beacon signal range using the Scan tool Step 1: Login ...

• Exact Comms Gateway – Installation Guidelines

  Installation Guidelines General Setup One Gateway Per Site Area (as needed): Install at least one gateway per defined monitoring zone or site. Larger areas or multiple entrances may require more. Power On: Plug the device into a standard power ...

• What is Exact Comms?

  Exact Comms presents a wireless and contactless proof-of-presence and asset management solution, employing Bluetooth tags, beacons, and a user-friendly platform for real-time tracking, data analysis, and enhanced security within various facilities. ...

• How does Exact Comms protect user privacy?

  Exact Comms takes data privacy very seriously. We employ industry-standard security protocols and are ISO27001 certified to ensure the confidentiality and integrity of all collected data.

• Is Exact Comms easy to implement?

  Yes, Exact Comms requires minimal setup and configuration. The system is designed for ease of use and requires minimal training for staff.