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Camera Analytics - Troubleshooting Guide

This document provides troubleshooting steps for the most common issues with the Camera Analytics deployments. Please see the procedures in the following sections:

  • Device Network status is Offline
  • No Camera Feed
  • No Traffic or Presence Data
  • No Demographics Data
  • No Data available via API
  • Inaccurate Data

 

Device Network Status is Offline

Description

The device is installed, connected to a network, but the network status is shown as OFFLINE on the inReality Platform.

Troubleshooting Steps

  • Connect a monitor  to the device using an HDMI cable
    • Check the Home screen to ensure the device has an IP address, as shown below at the top of the screen.

 

  • Using a Keyboard/mouse, go to the inReality Home Screen on the device
    • Click on the ‘PING’ button and make sure it passes the test. If this fails please check your local network and internet connectivity. 
    • Click on ‘Firewall’ and verify all the network connectivity tests show ‘PASS’. 

 

  • If the firewall test displays  ‘FAIL’:
    • Please refer to this article which provides the required firewall rules.
    • Open the necessary firewall ports and URLs provided. 

Escalation Process

  • After completion of troubleshooting steps, if the problem persists: 
    • Send the following information to the IR Support team at:  support@inreality.com
      • Account name, Venue name and the device(s)  Mac address. 
      • Photos of the PING and Firewall test results
  • Allow 24 hours for the  Support team to investigate the issue and reply with a resolution or the next steps. 

No Camera Feed  (Linux or Android Device)

- Linux Device

Description

The device is installed with a connected camera, running the Deep Vision Analytics App, but the camera feed is not available on either the device itself or on the platform.

Troubleshooting Steps

  • From Device Manager (CDMS), navigate to the device and launch Terminal Mode

  • Check if the device is properly connected to the USB camera using the following command:

 

sudo lsusb -v | grep 'iSerial\|iFunction'

 

  • If a camera is connected and it is functioning properly, you will see an output like the one below:

 

  • Verify the serial number matches what is defined in the platform account:
    • Login to the inReality platform and verify settings:
      • Setup > Venue > Devices
      • Serial number is entered correctly for the sensor
      • Save and Publish the Configuration

 



  • If the camera was NOT properly detected and you are unable to see the serial number in the terminal like the screenshot above, try the following:
    • Check the physical USB cable to confirm it is connected to the Embedded PC. 
    • Connect the USB camera to another PC and check if the camera is working using a standard camera app. 
    • If you are unable to see the camera feed using the camera app then it is a faulty USB camera. Please send it to RMA. 

Escalation Process

  • After completion of troubleshooting steps and problem persists: 
    • Send the following information to the IR Support team at:  support@inreality.com
      • Account name, Venue name and  Mac address, USB camera serial number. 



- Android  Device

Description

The device is installed with a connected camera, running the Analytics App, but the camera feed is not available on either the device itself or on the platform 

Troubleshooting Steps

 

  • From Device Manager (CDMS), navigate to the device and launch Terminal Mode.

  • Check if the device is properly connected to the USB camera using the following command:

 

cat /sys/kernel/debug/usb/devices
  • If a camera is connected and it is functioning properly, you will see an output like the one below:





  • Verify the camera feed using the stock Android camera app.
    • From Device Manager (CDMS), restart the stock camera app.




  • Take a screenshot from CDMS

 



  • For Android devices, the serial number should be provided as ‘0000’ in the platform.
    Login to the inReality platform and verify settings:
    • Setup > Venue > Devices
    • Serial number is entered correctly for the sensor. 
    • Save and Publish the Configuration.

 




  • If the camera was NOT properly detected and you are unable to see the serial number in the terminal like the screenshot above or get camera feed on the stock android, try the following:
    • Check the physical USB cable to confirm it is connected to the Embedded PC. 
    • Connect the USB camera to another PC and check if the camera is working using a standard camera app. 
    • If you are unable to see the camera feed using the camera app then it is a faulty USB camera. Please send it to RMA.

 

Escalation Process

  • After completion of troubleshooting steps and problem persists: 
    • Send the following information to the IR Support team at:  support@inreality.com
      • Account name, Venue name and  Mac address, USB camera serial number. 

 

No Traffic or Presence Data

Description

  • Check the data from the device management page 
    • Check if the logs display a green status

 

Log Status Datasource
Demographics (X01F01)
Traffic (InReality) (X01G01)
Presence (InReality) (X01P01)



Log Status (Color)   Description
Green Log has been uploaded till date
Yellow Log hasn’t been uploaded for more than a day

 

  • The last data upload date and time can be displayed by hovering the mouse pointer on the label, as shown below.



The ‘Log Status’ may display a green, yellow or red status. Green indicates that the device has uploaded a log to the Cloud in the past 24 hours. Yellow indicates the device is online but it’s been over 24 hours since a log was uploaded. Red indicates the device is offline and hasn't submitted a log in 24 hours.

 

  • Check the camera’s field of view. Is there anything blocking the camera’s field of view (FoV). 
  • Check the Live preview and make sure people are getting picked up and tracked. 
  • Verify the zones/gates defined
    For DVA : Zones/Gates can be defined using ‘DVA Settings’ from Device Management in the v3 platform or directly from the DVA UI application.
    • Select ‘DVA Settings’ as shown in the following menu:    

 

 

 



  • Verify that the right datasource code is chosen for the zone/gate defined
    • For example: X01P01 for Detection Zone and X01G01 for Traffic Gate



 

  • For AVA3.DL : Zones/Gates need to be defined directly from the application



 

  • Android AVA Gate Settings
    • Gates can be modified from Device Management in the v3 platform.

         



  • How do you configure the gates?

Manually update the values as shown in the table below, to configure the gates.

 

Configuration Description Value
Orientation Camera’s field of view orientation Default: Landscape
Distance (%)

Distance between two gates or lines

in percentage in proportion to field of view

Default: 98

Max value: 100
Height (%) Height of the line or gate in percentage in proportion to field of view

Default: 100

Max value: 100
Directional timeout (s)

When an object is moving between the gates (left to right) the count is updated if the object moves through the gates within the specified value in seconds. 


For example, if Directional Timeout=10 seconds, the count is increased if the object moves through both gates in less than 10 seconds.

Default: 10


Max value: 999
Gate Width Width of gate or line

Default: 5

Max value : 10



Example 

1. Distance (%) change value to 30 will look like below

 2. Height (%) change value to 50 will look like below






  • Check logs from terminal
    • From Device Manager (CDMS), navigate to the device and launch Terminal Mode.
    • Navigate to the following path by typing the following command.

cd /opt/apps/.data/com.inreality.python-ava/logs/

 

  • Type the following command to list down the logs

 

ls

 





Extension Data Type
.pose_evt POSE data (Traffic line data and Presence zone data)
.fd Demographic data



  • If you are unable to find  the data sources in the gate/zone settings. 
    • Check if the Data Sources are defined and configured for that AOI

 

No Demographics Data

Description

  • Check the camera’s field of view. Is there anything blocking the FoV (field of view). 
  • Check the Live preview and make sure people are getting picked up and tracked. 
  • Check the data from the device management page 
    • Check if the logs has the green status

Log Status Datasource
Demographics (X01F01)
Traffic (InReality) (X01G01)
Presence (InReality) (X01P01)

 

Log Status (Color)   Description
Green Log has been uploaded till date
Yellow Log hasn’t been uploaded for more than a day

 

  • The last data upload date and time can be displayed by hovering the mouse pointer on the label.



  • Verify the Data Sources are defined and configured for that AOI
  • Verify the zones/gates defined
    For DVA : Zones/Gates can be defined using ‘DVA Settings’ from Device Management in v3 platform or directly from the DVA UI application.
    • Select ‘DVA Settings’ as shown in the following menu:



  • Check logs 
    • From Device Manager (CDMS), navigate to the device and launch Terminal Mode.
    • Navigate to the following path by typing the following command.

cd /opt/apps/.data/com.inreality.python-ava/logs/

 

  • Type the following command to list down the logs

 

ls

 

 

No Data available via API

Description & Procedures

 

  • No data available via API

 

  • Check the data from the device management page 
    • Check if it has the green status
    • Show a table of the different name of icons and what datasource they are
    • What are the colors (Green, Yellow and Red) and what it means
    • Add screenshots
    • Check when the device checked in and uploaded data?
  • Check the Visualization in the Platform - Dashboard or KPI Cards
  • Check the API key if you are getting access denied
  • If you are using browse to pull data. 
    • Clear the cache and history. 
  • Use the API to pull the data for one day only
  • Check the logs on the Device
    • From Device Manager (CDMS), navigate to the device and launch Terminal Mode.
    • Navigate to the following path by typing the following command.

cd /opt/apps/.data/com.inreality.python-ava/logs/

 

  • Type the following command to list down the logs

 

ls

 

 

 

Inaccurate Data

Description & Procedures

 

  • High Counts
  • Low Counts
  • No Data 

 

  • Check the camera’s field of view. Is there anything blocking the FoV. 
  • Check the Live preview and make sure people are getting picked up and tracked. 
  • High counts might be due to photos of people or faces in the FoV. 
    • Add a non detection zone
  • Low counts might be due to FoV or wrong positioning of zones and gates. 
    • Check the FoV, adjust the gates / zones
  • No data 
    • blocked camera 
    • FoV 
    • bad camera  

 

Change the configured camera from USB to IP Camera

Description & Procedures

  • Navigate to Devices > Device Management
  • Choose the device from the list and click on the action icon (3 dots)
  • Choose “Config” from the drop down list.  

  • Navigate to “Sensor Configuration and Settings” in the pop up
  • Change the camera type from “USB Camera” to “IP Camera”, as shown below
  • Enter the IP camera RTSP URL in the field “IP Camera URL”
    1. Example: rtsp://root:root@192.168.0.1/channel1



 

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