Below you can find the most common issues (and solutions) that you might encounter during the deployment of Accuware Wearabouts. 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 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 radio signals have been detected. There can be multiple reasons:
    • the Wi-Fi chip is not enabled on your device
    • there are no Wi-Fi access points inside the area.
    • the Wi-Fi access points are not transmitting their identifier or are simply turned off.

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

Please change the GENERAL USAGE > Beacon mode to Wi-Fi Only

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” 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 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) IN TRACKING mode but:

  • the fingerprinting has not been performed on the level that have been put inside the settings of the App.You have 2 options:
    1. you can temporary remove the levels that have not been trained 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 trained area.

Message: “Waiting for Update

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 trained 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 trained 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 Accuware Wearabouts App

Message: “Cannot start because of connectivity problems or missing configuration for the device. Try again please.

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)
  • or the Start Operation button has been pressed before registering the device ID inside the Accuware dashboard. Please procced with the registration of the device ID as explained inside paragraph 3 of this page.

The Wearabouts App stops working/crashes

This kind of problem can be due to a 3rd party app such an antivirus/task manager/memory manager App that is interfering with the normal behavior of the Wearabouts App. In order to solve this you need to add an exception for the Wearabouts App, or you have to remove the App that is causing this problem.

The button changes the status automatically from Stop Operation to Start Operation

This kind of problem can be due to a 3rd party app such an antivirus/task manager/memory manager App that is interfering with the normal behavior of the Wearabouts App. In order to solve this you need to add an exception for the Wearabouts App, or you have to remove the App that is causing this problem.

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 the 3 meters from the location provided by our system.

The following issues and solutions are applicable to the location shown inside:

  • the Accuware Indoors App for Android or iOS (set in TRACKING mode).
  • the Accuware dashboard when tracking:
    • an Android device that is running the Wearabouts App.
    • an Android device that is running the Accuware Indoors App (set in TRACKING mode).
    • an Accuware SmartTag.

The location jumps – in different areas of the same level

Inside the Accuware Indoors App (for Android and iOS)

If the location jumps here and there:

  • while you are standing still – then you can improve the results by enabling the Movement Detection flag 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 – then 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 Wearabouts > Settings.
    3. Choose MEDIUM under the top-down menu Noise Reduction.
    4. Press Save.

Inside the Accuware dashboard

If the location jumps here and there:

  • while you are moving – then:
    • 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 Wearabouts > Settings.
      3. Choose MEDIUM under the top-down menu Noise Reduction.
      4. Press Save.
    • (for Wearabouts on Android only) – it could be that the global database of WiFi access points and cellular tower is affecting negatively the positioning. During the jumps, please check the value of the Source column inside the Devices table under Wearabouts > Map. If the value shown is Global then let us know and we will disable this source of location within few minutes.

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.
  • the transmission power of some of the radio signals has been changed.
  • the fingerprints have been collected on a certain level while the Level chosen in the Accuware Indoors App is another one.
  • the magnitude of the fingerprinting on one of one of the two levels is much greater or minor than the magnitude of the fingerprinting the another level.
  • 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.

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 (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.

Inside the Accuware Indoors App (for Android and iOS)

Please make sure that:

  • the Automatic Level Switch option is enabled, and that the levels are fingerprinted properly with adequate signal strengths.
  • the Noise Reduction filter used to reduce the jumpiness is not set to HIGH. The Noise Reduction 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 a lower value under the top-down menu Noise Reduction.
    4. Press Save.

Inside the Accuware dashboard

Please make sure that:

  • you are looking at the correct level.
  • the Noise Reduction filter used to reduce the jumpiness is not set to HIGH. The Noise Reduction 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 a lower value under the top-down menu Noise Reduction.
    4. Press Save.

The location is always ahead or behind the real location

If the location is ahead or behind your real location of a constant delta (that is still there when you stop walking) 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

Inside the Accuware Indoors App (for Android or iOS)

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 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.
  • there are some connectivity issues and the Accuware Indoors App  is not able to communicate constantly with the Accuware server.
  • the server side filter of the Accuware dashboard 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 a lower value 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.

Inside the Accuware dashboard (when viewing a device with the Accuware Indoors App)

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 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.
  • there are some connectivity issues and the Accuware Indoors App or the Accuware dashboard is not able to communicate constantly with the Accuware server.
  • the server side filter of the Accuware dashboard 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 a lower value 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.

Inside the Accuware dashboard (when viewing a device with the Wearabouts App)

If the location is not updated every X seconds (where X is the minimum value between the Moving and the Stationary parameters described inside the Parameter section of this page) then it could be that:

  • there are some connectivity issues and the Wearabouts App or the Accuware dashboard is not able to communicate constantly with the Accuware server.
  • the server side filter of the Accuware dashboard 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 a lower value under the top-down menu Noise Reduction
    4. Press Save
  • ​the information read by the Wearabouts App from the accelerometer of the device is wrong/not reliable. If the Wearabouts App does not detect an acceleration despite 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 Moving Sensitivity parameter (site-wide or device specific) using the Accuware dashboard (it must be set to 0). 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. Doing so, the scans are always made and uploaded based on the value of Wi-Fi Cmp Threshold parameter described at this link.

No location (or location stuck)

Inside the Accuware Indoors App

if you are not able to see the blue dot, which represents the location of the device, it could be that:

  • 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)
  • the Wi-Fi and or Bluetooth chip is not enabled on your device
  • there are no Wi-Fi access points and/or iBeacons inside the area.
  • the Wi-Fi access points and/or iBeacons are not transmitting their identifier or are simply turned off

Inside the Accuware dashboard (when viewing a device with the Accuware Indoors App)

If you are not able to see the yellow dot, which represents the location of the device, it could be that:

  • the App 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 App is opened in background but Enable Tacking in Background is OFF inside the settings of the under TRACKING MODE ONLY
  • the App is opened in 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 App 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.
  • the device on which the App is running does not have a working the Internet connection (Wi-Fi and/or cellular data). If the device is 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 the device
  • there are no Wi-Fi access points and/or iBeacons inside the area.
  • the Wi-Fi access points and/or iBeacons are not transmitting their identifier or are simply turned off
  • the PC/laptop/tablet with the Accuware dashboard does not have a working Internet connection. If you are using a Wi-Fi connection these are the requirements that MUST be met:
    • Accessible domains:
      • 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 identifier inside the Accuware dashboard is wrong. You entered an identifier different from the one inside the Wearabouts app that begins with the letter “W” or the MAC address of the Smart Tag that is written behind it.
  • if the fingerprinting has been performed on multiple levels and you are not looking at the correct level inside the Accuware dashboard.

Inside the Accuware dashboard (when viewing a device with the Wearabouts App)

If you are not able to see the yellow dot, which represents the location of the device, it could be that:

  • the Wearabouts App is Stopped on the device.
  • the App was running in background, but there is another Android App that is interfering with the background operation.
  • the device on which the App is running does not have a working the Internet connection (Wi-Fi and/or cellular data). If the device is 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 the device
  • there are no Wi-Fi access points and/or iBeacons inside the area.
  • the Wi-Fi access points and/or iBeacons are not transmitting their identifier or are simply turned off
  • the PC/laptop/tablet with the Accuware dashboard does not have a working Internet connection. If you are using a Wi-Fi connection these are the requirements that MUST be met:
    • Accessible domains:
      • 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 identifier inside the Accuware dashboard is wrong. You entered an identifier different from the one inside the Wearabouts app that begins with the letter “W” or the MAC address of the Smart Tag that is written behind it.
  • if the fingerprinting has been performed on multiple levels and you are not looking at the correct level inside the Accuware dashboard.