This guide covers how to diagnose and resolve the most common Xovis sensor issues — LED states, tracking quality problems, sensor recovery, and when to initiate an RMA. Source: Xovis Knowledge Base.

Sensor LED states

All PC-Series sensors have a front LED that shows the device state. The LED can be hidden by rotating the cover 180°. Default setting: LED On. Can be toggled via the REST API.

Solid green

Normal operation — connected to network and remote server

Blinking green

No connection to a remote server, but network/DHCP is OK

Blinking orange/amber

No network connection (no DHCP lease, no Ethernet link)

Blinking red

Rescue mode / hardware reset in progress

Solid red

Critical error — sensor needs attention

FW5 network test order: (1) check connection to remote server (HUB/support/iot.xovis.com), (2) check for DHCP or static IP, (3) check Ethernet/WiFi link. If all checks fail, LED continues blinking green.

Tracking quality issues — diagnostics

Navigate to Tools → Diagnostics in the sensor WebUI
Enable Connect to diagnostics server (recommended over downloading the file)

Lens check

Go to Diagnostics → Lens check. Both left and right lenses should have equal brightness and sharpness. Common problems:

Completely dark lens

Dust cap not removed after installation — remove it

Shadow on one side

Sensor cover not clicked on correctly — reseat the cover

Blurry/dirty right lens

Condensation, high humidity, or water contact — clean and dry the lens

Pixelated edges

Sensor tilt needs adjustment — does not affect counting accuracy

Stereo image (PC-Series only)

The stereo image shows the height profile of the scene. The floor should appear as a homogeneous blue area. If it is not:

Non-uniform floor colour

Redraw floor mask and apply recalibration

Aluminium rilled carpet causing bubbles

Increase the disparity_shift parameter (Settings → Singlesensor → Advanced settings) by 0.1 increments until the stereo image improves. Maximum value: 1.0. After each change, recalibrate.

Illumination issues

If certain areas are too dark or too bright and causing tracking problems, use Illumination masks in Settings → Singlesensor → Image setup. This prevents the sensor from basing its exposure on those areas.

Mask a bright area → sensor brightens the rest of the image

Mask a dark area → sensor dims the rest of the image

Unwanted tracking bubbles in specific areas

Add an Exclusion mask in Scene Configuration to suppress tracking in that area. Available for single sensors and multisensors (since FW5).

PF-Series manual recalibration

Go to Tools → Depth image. The floor should be visible as a blue area.
If not: open the Recalibration tool (bottom-left corner)
Select the floor → triggers a new calibration calculation
Apply the new calibration and verify the depth image has improved

Recovering a sensor that can't be reached on the network

With hardware reset button (PC2SE, PC2RE, PC2S, PC2R, PF-Series)

Power-cycle the sensor OR trigger a reboot via the API
While the sensor is booting up, press and hold the hardware RESET button for at least 10 seconds
The sensor will flash red to confirm the reset was accepted
The sensor resets only the network settings (DHCP re-enabled, fallback IP restored) and starts in rescue mode
Connect to the sensor on its fallback IP (192.168.1.168)

Without hardware reset button (older sensors)

Set your computer's IP to 192.168.1.150 (same subnet)
Download and run Xovis Sensor Explorer from the Xovis Downloads section
Go to Menu → Set temporary IP (FW5.x) → set IP to 192.168.1.168
After ~20 seconds, the sensor is reachable at 192.168.1.168
These IP settings are temporary — the sensor reverts to its previous IP on next reboot unless you save the new settings

Also try: https://192.168.1.168/rescue or http://192.168.1.168/rescue in your browser. For legacy FW3.x/4.x sensors: 192.168.1.168:8080.

When to start an RMA

If the sensor is still not accessible after the recovery steps above, open an RMA ticket at support.xovis.com. Include the sensor MAC address, firmware version (if known), and a description of what was tried.

Multisensor-specific issues

Double bubbles / duplicate tracks

Bad stitching. On single sensor level: check mounting height, floor mask, and recalibration. On multisensor level: restitch the problem sensors with reference points in a large triangle.

Hole in tracking area

Obstacle blocking sensor view, or gap between sensor coverage areas. Use Path Stitcher to bridge the gap.

Jumping bubbles

Time sync issue — check that all sensors use the same NTP server and can reach it. Check logs for network/firewall issues.

Unwanted bubbles in one area

Add an exclusion mask at the multisensor level.

Overall tracking not satisfying

Try Tracker Mode V3 in Advanced options → Tracking version, then enable it on individual sensors.

Getting help from Xovis

Submit a support ticket at support.xovis.com. Enable Support Mode in the Xovis HUB (Hub → your avatar → Support) to give Xovis remote access to your sensor fleet — all support actions are logged in your audit trail.

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