User logs in but sees no data

Company or location access not assigned. Go to Settings → Users → select user → Companies → assign the correct company or location.

Can't select a location in a report

User's location access is not set, or Footfall permission is Off. Check both the user's location access AND Footfall permission.

Shared dashboard shows no data

The viewer's Footfall permission is Off. Enable Footfall permission for the user.

Widget shows wrong or stale data

Opening hours or source configured incorrectly. Edit the widget and verify Source, Period, and Opening hours settings.

Sensor not pushing data

Firewall blocking outbound traffic to Vemcount endpoints. Verify all required ports are open outbound. See the Xovis sensor article for port list.

Occupancy counter is incorrect

Reset needed after maintenance or a door-open event. Use the Reset inside button on the widget (requires Reset inside permission).

Scheduled report not arriving

Wrong recipient email or the report was deleted. Reopen the report → check Schedule settings and recipient addresses → resave.

Heatmap not loading

No floor plan uploaded for the location, or Maps permission not enabled. Go to Settings → Companies → select location → upload floor plan. Verify the Maps permission is enabled for the user.

Can't see Tenant menu items

Tenant module not enabled on the account. Contact your Vemco account manager to enable Tenant analytics.

Maps 2.0 showing no live data

Sensor not configured for real-time tracking, or no live tracking licence. Verify sensor tracking calibration in Settings → Devices. Contact support if a licence is needed.

User can't log in with SSO

SSO not configured for this user, or Microsoft Entra ID integration not set up. Go to Settings → Branding → configure OAuth / Microsoft Entra ID. The user account must also exist in Vemcount — SSO handles authentication only, not account creation.

Report export is empty

No data exists for the selected period and source. Try widening the date range or switching to a different source type (e.g. Location instead of Zone).