Overview

Vemcount automatically sends health-check email alerts when sensors go offline or when the difference between IN and OUT counts exceeds a configured threshold (commonly ±5% or ±10%). This article explains what these alerts mean, how to read them, and what action to take.

Types of Automated Alerts

1. Sensor Offline Alert

Triggered when a sensor has not communicated with the Vemcount platform for 2 or more hours.

What the alert contains:

• Location name

• Sensor name and ID

• Last seen timestamp

• IP address and MAC address

Immediate steps:

• Check whether the sensor's network connection is active (ethernet cable, switch port, router).

• Power-cycle the sensor — a reboot resolves most temporary offline states.

• Verify the IP address shown in the alert is still reachable on the local network.

• If the sensor remains offline after a reboot, contact support with the sensor ID and last seen timestamp.

2. IN/OUT Discrepancy Alert (±5% or ±10%)

Triggered when the difference between people entering (IN) and people exiting (OUT) exceeds the configured threshold over a given period.

Example alert content:

• Location and sensor ID

• Percentage difference between IN and OUT counts

• Today's total sum (IN and OUT values)

Understanding IN/OUT Discrepancy

A perfect IN/OUT balance (0% difference) is rarely achievable in real-world environments. The following are normal:

• Small variances (under 5%) — typically within normal sensor behaviour, especially at high-traffic locations.

• Moderate variances (5–15%) — may indicate sensor positioning drift, a partially obstructed field of view, or a very low total count (where one extra person creates a large percentage swing).

• Large variances (15%+) — warrant investigation. Common causes include a miscalibrated counting line, a sensor in rescue/error mode, or a counting line that partially overlaps an area counted by another sensor.

Common Causes of High IN/OUT Difference

• Counting line covers an area also visible from the outside (passers-by counted as entries)

• Sensor has been physically repositioned since last calibration

• Very low traffic volumes (e.g. 1 IN, 0 OUT = 100% difference — not statistically meaningful)

• Sensor in rescue mode or experiencing a firmware issue

• Dual-entrance configuration where one sensor is offline

When to Contact Support

You do not need to contact support for every health-check alert. Reach out if:

• A sensor remains offline for more than 24 hours despite a reboot and connectivity check.

• The IN/OUT discrepancy persists above 15% for more than 2–3 consecutive days.

• The discrepancy started suddenly following a physical change at the entrance (renovation, door repositioning, new display unit).

• You suspect the data quality is affecting your footfall reporting.

When contacting support, include the location URL from Vemcount and the date range showing the issue.

Managing Alert Recipients

Health-check alerts are sent to designated email addresses configured per account. To add or remove recipients from alert emails, submit a support ticket specifying the location(s) and the email address(es) to add or remove.