Below you can find the most common issues (and solutions) that you might encounter during the deployment of Accuware Indoors. The issues are grouped into 4 sections:

1 – Issues with the Accuware Indoors App for Android

Message: “Error fetching floorplan HTTP/1.1 401 Unauthorized”

This error message is returned in the main view when:

  • a set of wrong credentials (Username, Password, SiteID, LevelIDs) has been entered in the settings of the Accuware Indoors App. Please double check the credentials that have been sent to you with the Accuware Activation email.
  • the username is not among the users of the site. You need to ask to someone (that is already among the users of the site) to add your username by following the steps described at this link.

Message: “Floor plan fetch completed. No floor plan retrieved”

This error message is returned in the main view when:

  • there is no floor plan for the levels chosen inside the settings of the App. Please make sure that:
    • a floor plan has been correctly uploaded using the Accuware dashboard for the Level ID chosen inside the settings of the App.
    • you entered the correct Level ID inside the Settings of the App.

Message: “Error fetching floorplan java.net.UnknownHostException: Unable to resolve host “its.accuware.com“: No address associated with hostname

This error message is returned when:

  • there is a connectivity issue somewhere on the way to our servers. Please make sure that your Internet connection is working (Wi-Fi or cellular data) and available throughout the entire site. If you are using a Wi-Fi connection these are the requirements that MUST be met:
    • Accessible domains:
      • s3.amazonaws.com – this is the address where the device downloads the floor plan(s) of the area
      • its.accuware.com – this is the address where the device uploads the fingerprints and downloads the database of fingerprints
    • Ports (opened outbound): 53/tcp (DNS), 80/tcp (HTTP) and 443/tcp (HTTPS)

Message: “Failed to load floorplan image. Reason IO_ERROR

This (rare) error message is returned in the main view when the Android image processor is not able to process the floor plan image. In order to solve this issue you need to follow these steps:

  1. Access to the Settings of the Accuware Indoors App
  2. Under GENERAL USAGE section, disable the Control Memory Usage. When DISABLED the floor plans are not resized, the floor plan quality will be higher but there can be crashes of the App when the floor plan is large. If the Accuware Indoor App crashes please: disable the data connection on your device (Wi-Fi or cellular), open again the Accuware Indoors App and ENABLE the Control Memory Usage.
  3. Go back to the main view by clicking the Settings arrow in the top left corner.

Message: “Indoors core error – Network error

This error message is returned when:

  • there is a connectivity issue somewhere on the way to our servers. Please make sure that your Internet connection is working (Wi-Fi or cellular data) and available throughout the entire site. If you are using a Wi-Fi connection these are the requirements that MUST be met:
    • Accessible domains:
      • s3.amazonaws.com – this is the address where the device downloads the floor plan(s) of the area
      • its.accuware.com – this is the address where the device uploads the fingerprints and downloads the database of fingerprints
    • Ports (opened outbound): 53/tcp (DNS), 80/tcp (HTTP) and 443/tcp (HTTPS)

Message: “Indoors core error – At least one level has not been fingerprinted

This error message is returned when the cross-hair icon is pressed (to view the location) but:

  • at least one of the levels (entered inside the settings of the App) does not contain fingerprints (the fingerprinting has not been performed). You have 2 options:
    1. you can temporary remove the levels that have not been fingerprinted from the settings of the App (and you can add them later on).
    2. or you can perform the fingerprinting on all the levels that do not contain fingerprints.
  • the fingerprints collected are still under processing by the Accuware server. Please wait for about a minute and try again to check the location by pressing the cross-hair icon.

Message: “Indoors core error: Error while trying to resolve scans. Server Error

This error message is returned when:

  • there is a connectivity issue somewhere on the way to our servers. Please make sure that your Internet connection is working (Wi-Fi or cellular data) and available throughout the entire site. If you are using a Wi-Fi connection these are the requirements that MUST be met:
    • Accessible domains:
      • s3.amazonaws.com – this is the address where the device downloads the floor plan(s) of the area
      • its.accuware.com – this is the address where the device uploads the fingerprints and downloads the database of fingerprints
    • Ports (opened outbound): 53/tcp (DNS), 80/tcp (HTTP) and 443/tcp (HTTPS)

Message:”Indoors core error – Scan resolve is running, please be patient”

This error message is returned when:

  • there is a connectivity issue somewhere on the way to our servers. Please make sure that your Internet connection is working (Wi-Fi or cellular data) and available throughout the entire site. If you are using a Wi-Fi connection these are the requirements that MUST be met:
    • Accessible domains:
      • s3.amazonaws.com – this is the address where the device downloads the floor plan(s) of the area
      • its.accuware.com – this is the address where the device uploads the fingerprints and downloads the database of fingerprints
    • Ports (opened outbound): 53/tcp (DNS), 80/tcp (HTTP) and 443/tcp (HTTPS)

Message: “No scans in database which could be uploaded

This error message is returned at the end of the fingerprinting process when:

  • there are no fingerprints that can be uploaded due to the fact that no Wi-Fi or Bluetooth radio signals have been detected. There can be multiple reasons:
    • the Wi-Fi and/or Bluetooth chip is not enabled on your device
    • there are no Wi-Fi access points or iBeacons inside the area.
    • the Wi-Fi access points or iBeacons are not transmitting their identifier or are simply turned off.

Message: “Bluetooth disabled, using ‘Wi-Fi Only’ temporarily

This error message is returned when the Beacon mode inside the settings of the Accuware Indoors App is set to “iBeacons“, but:

  • the Bluetooth chip is not active on the device. Please enable the Bluetooth chip on your device.

Message: “Indoors core error – Could not initiate Wi-Fi scan

This error message is returned when the Beacon mode inside the settings of the Accuware Indoors App is set to “Wi-Fi” or “Wi-Fi and iBeacons”, BUT:

  • the Wi-Fi chip is not active on the device. Please enable the Wi-Fi chip on your device.

Message: “Indoors core error – Outside fingerprinted area

This error message is returned when the cross-hair icon is pressed (to view the location) but:

  • you are far away from the location where the fingerprinting has been performed. Please move closer to the fingerprinted area.
  • or the Wi-Fi and/or Bluetooth chip is not enabled on your device
  • or there are no Wi-Fi access points or iBeacons inside the area.
  • or the Wi-Fi access points or iBeacons are not transmitting their identifier or are simply turned off

Message: “Indoors core error – Could not retrieve position. Server could not resolve your scans

Please enter the Settings and change the GENERAL USAGE > Indoors Mode to NAVIGATION

Message: “Waiting for updates

This error message is returned when the cross-hair icon is pressed (to view the location) but:

  • there is a connectivity issue somewhere on the way to our servers. Please make sure that your Internet connection is working (Wi-Fi or cellular data) and available throughout the entire site. If you are using a Wi-Fi connection these are the requirements that MUST be met:
    • Accessible domains:
      • s3.amazonaws.com – this is the address where the device downloads the floor plan(s) of the area
      • its.accuware.com – this is the address where the device uploads the fingerprints and downloads the database of fingerprints
    • Ports (opened outbound): 53/tcp (DNS), 80/tcp (HTTP) and 443/tcp (HTTPS)

2 – Issues with the Accuware Indoors App for iOS

Message: “HTTP Error 401”

This error message is returned in the main view when:

  • a set of wrong credentials (Username, Password, SiteID, LevelIDs) has been entered in the settings of the Accuware Indoors App. Please double check the credentials that have been sent to you with the Accuware Activation email.
  • the username is not among the users of the site. You need to ask to someone (that is already among the users of the site) to add your username by following the steps described at this link.

Message: “No floor plans to load”

This error message is returned in the main view when:

  • there is no floor plan for the levels chosen inside the settings of the App. Please make sure that:
    • a floor plan has been correctly uploaded using the Accuware dashboard for the Level ID chosen inside the settings of the App.
    • you entered the correct Level ID inside the Settings of the App.

Message: “Network error

This error message is returned when:

  • there is a connectivity issue somewhere on the way to our servers. Please make sure that your Internet connection is working (Wi-Fi or cellular data) and available throughout the entire site. If you are using a Wi-Fi connection these are the requirements that MUST be met:
    • Accessible domains:
      • s3.amazonaws.com – this is the address where the device downloads the floor plan(s) of the area
      • its.accuware.com – this is the address where the device uploads the fingerprints and downloads the database of fingerprints
    • Ports (opened outbound): 53/tcp (DNS), 80/tcp (HTTP) and 443/tcp (HTTPS)

Message: “Error Domain=NSURLErrorDomain Code=-1003 A server with the specified “

This error message is returned when:

  • there is a connectivity issue somewhere on the way to our servers. Please make sure that your Internet connection is working (Wi-Fi or cellular data) and available throughout the entire site. If you are using a Wi-Fi connection these are the requirements that MUST be met:
    • Accessible domains:
      • s3.amazonaws.com – this is the address where the device downloads the floor plan(s) of the area
      • its.accuware.com – this is the address where the device uploads the fingerprints and downloads the database of fingerprints
    • Ports (opened outbound): 53/tcp (DNS), 80/tcp (HTTP) and 443/tcp (HTTPS)

Message: “At least one level has not been fingerprinted

This error message is returned when the cross-hair icon is pressed (to view the location) but:

  • at least one of the levels (entered inside the settings of the App) does not contain fingerprints (the fingerprinting has not been performed). You have 2 options:
    1. you can temporary remove the levels that have not been fingerprinted from the settings of the App (and you can add them later on).
    2. or you can perform the fingerprinting on all the levels that do not contain fingerprints.
  • the fingerprints collected are still under processing by the Accuware server. Please wait for about a minute and try again to check the location by pressing the cross-hair icon.

Message: “No Recordings

This error message is returned during the fingerprinting process when:

  • the Bluetooth chip is not enabled on your device.
  • there are no iBeacons inside the area.
  • the iBeacons are not transmitting their identifier or are simply turned off.
  • or the UUID set inside the Settings of the App is wrong. Please check the correctness of the UUID. Be aware that UUID copied and pasted from other sources (e.g. email) can contain hidden characters preventing the iBeacons detection.

Message: “Outside fingerprinted area

This error message is returned when the cross-hair icon is pressed (to view the location) but:

  • you are far away from the location where the fingerprinting has been performed. Please move closer to the fingerprinted area.
  • or the Bluetooth chip is not enabled on your device.
  • or there are no iBeacons inside the area.
  • or the iBeacons are not transmitting their identifier or are simply turned off.
  • or the UUID set inside the Settings of the App is wrong. Please check the correctness of the UUID. Be aware that UUID copied and pasted from other sources (e.g. email) can contain hidden characters preventing the iBeacons detection.

Message: “Could not retrieve position

Please enter the Settings and change the USAGE > Indoors Mode to NAVIGATION

Message: “Waiting for updates

This error message is returned when the cross-hair icon is pressed (to view the location), but:

  • there is a connectivity issue somewhere on the way to our servers. Please make sure that your Internet connection is working (Wi-Fi or cellular data) and available throughout the entire site. If you are using a Wi-Fi connection these are the requirements that MUST be met:
    • Accessible domains:
      • s3.amazonaws.com – this is the address where the device downloads the floor plan(s) of the area
      • its.accuware.com – this is the address where the device uploads the fingerprints and downloads the database of fingerprints
    • Ports (opened outbound): 53/tcp (DNS), 80/tcp (HTTP) and 443/tcp (HTTPS)
  • or the Bluetooth chip is not enabled on your device
  • or there are no iBeacons inside the area.
  • or the iBeacons are not transmitting their identifier or are simply turned off
  • or the UUID set inside the Settings of the App is wrong. Please check the correctness of the UUID. Be aware that UUID copied and pasted from other sources (e.g. email) can contain hidden characters preventing the iBeacons detection.
  • your iOS version is not compatible with the iBeacons standard (at least iOS7 is required)
  • the iBeacons scanning capabilities are not working due to the fact that the device has been upgraded from iOS 6 to iOS 7. In this case, in order to enable the iBeacons detection, you need to hard reboot your device by pressing the home and the power button together and keep them pressed for 10 seconds. To check if your iOS device is able to detect iBeacons you can install this App from iTunes.

Message: “Scanning timeout

This error message is returned during the fingerprinting process when you have one or more of the following problems:

  • the Bluetooth chip is not enabled on your device
  • there are no iBeacons inside the area.
  • the iBeacons are not transmitting their identifier or are simply turned off
  • or the UUID set inside the Settings of the App is wrong. Please check the correctness of the UUID. Be aware that UUID copied and pasted from other sources (e.g. email) can contain hidden characters preventing the iBeacons detection.
  • your iOS version is not compatible with the iBeacons standard (at least iOS7 is required)
  • the iBeacons scanning capabilities are not working due to the fact that the device has been upgraded from iOS 6 to iOS 7. In this case, in order to enable the iBeacons detection, you need to hard reboot your device by pressing the home and the power button together and keep them pressed for 10 seconds. To check if your iOS device is able to detect iBeacons you can install this App from iTunes.

Message: “Calibrate

If the calibration circle appears, it means that you have to rotate your device to calibrate the compass. The  calibration circle could appear also for only a split of seconds. The calibration circle is shown ONLY if the “Show Figure Eight Tool” is enabled in the Settings of the Accuware Indoors App.

3 – Issues related to the accuracy

Below you can find all the possible problems that you might encounter that are related to the accuracy, assuming that:

  • everything has been set following carefully all the instructions inside the previous support pages
  • the real location is not within 1 meter from the location estimated by Accuware Indoor Navigation

PLEASE READ: the following problems are related to the location shown inside:

  • the Accuware Indoors App (set in NAVIGATION mode)
  • any other App compiled with the Accuware Indoors SDK for iOS/Android (set in NAVIGATION mode)

3.1 – The location jumps – from a level to another level

If the location jumps from one level to another then it could be that:

  • some of the radio signals have been turned off
  • or the transmission power of some of the radio signals has been changed
  • or (by mistake) you collected the fingerprints on a certain level while the Level chosen in the Accuware Indoors App was another.
  • or the magnitude of the fingerprinting on one of the two levels is much greater or minor than the magnitude of the fingerprinting the another level.
  • or the magnitude of the fingerprinting is the same on both the levels, but the amount of radio signal sources is very different between the 2 levels (at least of 4 radio signals).

3.2 – The dot is not updated quickly when moving on a different level

When moving from one floor to another floor, the Accuware engine can take a bit time (up to 10 seconds) to recognize the level change. You need to walk a bit on the new level to help the Accuware engine to recognize the new environment (the level change). We are working to make this delay lower. If the level change mechanism takes more than 10 seconds, then there could be other problems. Please make sure that the Automatic Level Switch option is enabled, and that the levels are fingerprinted properly with adequate signal strengths.

3.3 – The dot is always ahead or behind the real location

If the dot is constantly a bit ahead or behind your real location then it could be that:

  •  the floor plan has been moved a little bit by you or someone of your team. Once the fingerprinting process is concluded, the floor plan uploaded using the Accuware dashboard must not be moved anymore.
  • your walking speed is not compatible with the average stride length built-in inside the Accuware Indoors App. The stride length built-in inside the Accuware Indoors App is 0.7 meters and maybe is not good for some contexts. Anyway the average stride length is a parameter of the SDK that can be changed. By adjusting the average stride length it is possible to improve the results in all the situations in which user location is constantly a bit ahead or behind the real location.

3.4 – The dot is moving toward an opposite direction

If the dot moves to an opposite direction compared to the one that you are following, then it could be that:

  • you are not holding your device in front of your body. Please walk by keeping your device aligned with the direction of your walk.
  • the compass is not calibrated. Please follow the instructions inside this page to calibrate the compass.
  • the gyroscope and/or the compass is missing thus affecting the navigation results. The sensors available on your device can be checked on this website or using this App. In order to solve you need to:
  • there is a strong source of magnetic interference. Anyway, the MEMS sensors used by the Indoors engine to compute the orientation is a parameter of the SDK. Inside the SDK it is possible to choose between: the Gyroscope alone instead of the Gyroscope and Compass. The usage of the Gyroscope alone can lead to better results in those specific areas where the magnetic interference causes erratic orientation’s readings and a drift of the user’s location.

3.5 – The dot is drifting toward another direction

If the dot drifts to another direction compared to the one that you are following then it could be that:

  • you are not holding your device in front of your body. Please walk by keeping your device aligned with the direction of your walk.
  • the compass is not calibrated. Please follow the instructions inside this page to calibrate the compass.
  • the gyroscope and/or the compass is missing thus affecting the navigation results. The sensors available on your device can be checked on this website or using this App. In order to solve you need to:
  • there is a strong source of magnetic interference. Anyway, the MEMS sensors used by the Indoors engine to compute the orientation is a parameter of the SDK. Inside the SDK it is possible to choose between: the Gyroscope alone instead of the Gyroscope and Compass. The usage of the Gyroscope alone can lead to better results in those specific areas where the magnetic interference causes erratic orientation’s readings and a drift of the user’s location.

3.6 – No location (or dot stuck)

If you are not able to see the location or the location is stuck that is probably because:

  • there are some connectivity issues and the Accuware Indoors App (or your custom App) is not able to download the fingerprints from the Accuware server. Please make sure that your Internet connection is working (Wi-Fi or cellular data). If you are using a Wi-Fi connection these are the requirements that MUST be met:
    • Accessible domains:
      • s3.amazonaws.com – this is the address where the device downloads the floor plan(s) of the area
      • its.accuware.com – this is the address where the device uploads the fingerprints and downloads the database of fingerprints
    • Ports (opened outbound): 53/tcp (DNS), 80/tcp (HTTP) and 443/tcp (HTTPS)
  • the Wi-Fi and/or Bluetooth chip is not enabled on your device
  • there are no Wi-Fi access points or iBeacons inside the area.
  • the Wi-Fi access points or iBeacons are not transmitting their identifier or are simply turned off

4 – Issues related to the Accuware Indoors SDK

Please submit a support request using this form, if you have any problem using the Accuaware SDK (Android/iOS) that does not have a solution inside the documentation attached to the SDK zip file.