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:

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 trained

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

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 trained area

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

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

This error message is returned when the cross-hair icon is pressed (to view the location) with Beacon mode equals to “Wi-Fi” but:

  • the fingerprinting has not been performed on at least one of the levels that has been chosen inside the settings of the App. 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.
  • or 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.
  • or you are far away from the location where the fingerprinting has been performed. Please move closer to the fingerprinted area.

Message: “Indoors core error – Location unavailable

This error message is returned when the cross-hair icon is pressed (to view the location) with Beacon mode equals to “Camera” but:

  • the level chosen inside the settings of the Accuware Indoors App is wrong (it is not the one in which the Visual Fingerprints have been collected).
  • or you are far away from the location where the Visual fingerprints has been collected. Please move closer to the fingerprinted area.

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)

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 trained

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

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 trained area

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

Message: “Could not retrieve position

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

  • the fingerprinting has not been performed on at least one of the levels that has been chosen inside the settings of the App. 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.
  • or you are far away from the location where the fingerprinting has been performed. Please move closer to the fingerprinted area.

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.

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 2-4 meters

PLEASE READ: the issue and solutions below are applicable to the location shown inside:

  • the Accuware Indoors App (set in TRACKING mode)
  • your custom App compiled with the Accuware Indoors SDK for iOS/Android (set in TRACKING mode)
  • your custom App that uses the Accuware Indoors API
  • the Accuware dashboard related to a device that is running:
    • the Accuware Indoors App (set in TRACKING mode)
    • any other App compiled with the Accuware Indoors SDK for iOS/Android (set in TRACKING mode)
    • any other App that uses the Accuware Indoors API

The location jumps – in different areas of the same level

If the location jumps here and there:

  • while you are standing still – then you can improve the results by enabling the Movement Detection option that you can find inside the settings of the Accuware Indoors App. The accelerometer of the device will be used to check if there are real movements.
  • while you are moving – you can enable a filter server-side in order to average the locations over the time (this filter introduces a bit of latency in the location updates). This kind of filter can be activated by following these steps:
    1. Open the Accuware dashboard at this link.
    2. Click on Wi-Fi Location Monitor > Settings
    3. Choose MEDIUM under the top-down menu Noise Reduction
    4. Press Save

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).

The location 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.

The location is always ahead or behind the real location

If the location 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.

The location updates very slowly

If the location is not updated every 5 seconds then it could be that:

  • the Tracking Location Update Period under the settings of the Accuware Indoors App or any App compiled with the Accuware Indoors SDK has been set to an high value. Try to lower the value to 5 seconds. Please be aware that this is the minimum value and we can not update the location faster when the Accuware Indoors App is set in TRACKING mode.
  • your custom App is not calling the API every 5 seconds.
  • there are some connectivity issues and the Accuware Indoors App (or your custom App or the Accuware dashboard) is not able to communicate constantly with the Accuware server. 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)
  • the server side filter used to average the locations over the time has been set to HIGH (this filter introduces a bit of latency in the location updates). Please set a lower value by following these steps:
    1. Open the Accuware dashboard at this link.
    2. Click on Wi-Fi Location Monitor > Settings
    3. Choose LOW or NONE under the top-down menu Noise Reduction
    4. Press Save
  • ​the information read by the Accuware Indoors App from the accelerometer of the device is wrong/not reliable. If the Accuware Indoors App detects an acceleration equal to 0 while the device is in movement, then the location engine will assume that the device is stationary (while it is not) and so it will take a long time for the location to converge to the true location. This can be fixed by disabling the Movement Detection parameter inside the Accuware Indoors App. Doing so the accelerometer of the device will not be taken into account and the location will be computed taking into account only the radio signals sensed.

No location (or location 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 or the Accuware dashboard) is not able to communicate constantly with the Accuware server. 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)
  • 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
  • the Accuware Indoors App for Android is closed on the device. Be aware that by pressing the “go back” physical or virtual button of your Android device, the Accuware Indoors App will be terminated, and the background operation will stop working.
  • the Accuware Indoors App for Android is opened in the background but Enable Tacking in Background is OFF inside the settings of the under TRACKING MODE ONLY
  • the Accuware Indoors App for Android is opened in the background, the Enable Tacking in Background is ON, but the screen is turned off. Once the screen turns off, the background operation could eventually stop depending on the Android version.
  • the Accuware Indoors App for Android is opened in background, the Enable Tacking in Background is ON, the screen is turned ON but there is another Android App that is interfering with the background operation. In order to solve you need to add the Accuware Indoors App to the white-list of the 3rd party App or you need to remove the 3rd party App.
  • the Accuware Indoors App for iOS is opened in background. There is no way to track an Apple device with the App in background.
  • the identifier of the device that you are trying to track using the Accuware dashboard is wrong. Please double check the ID that is located inside the Accuware Indoors App under MISCELLANEOUS > Indoors Device ID
  • if the fingerprinting has been performed on multiple levels and you are not looking at the correct level inside the Accuware dashboard.

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.