Troubleshooting VisitorMetrix

What should I do if the data capturing by the device are incorrect?

    Contact VisitorMetrix support.

I connected my device to the power connector, but my device is not working?

    The device needs to be configured. Please contact VisitorMetrix support.

My device is capturing incorrect count. What should I do?

    Ensure that the device capture area and shoulder width are properly set on InStore. If the problem is not resolved, contact VisitorMetrix support.

My device is not working. Can I get a temporary device in the meanwhile?

    We will replace the damaged piece with a new one during the warranty period.

What if my WiFi password is changed?

    The device needs to be reconfigured. Contact VisitorMetrix support for more information. 

What if we have changed our WiFi connection?

    The device needs to be reconfigured. Contact VisitorMetrix support for more information. 

What if my POS system is formatted or changed?

    You need to reinstall InStore and configure the device again. Contact VisitorMetrix support for more details.

I am getting ‘Unknown Error’ when I click the VisitorMetrix tab on Instore

    Contact VisitorMetrix support.

Unable to see images capturing by VisitorMetrix on InStore

• Check if Capillary Updater Service is running properly
• Update your Java to the latest
• Copy the .dll files from the x86 or x64 folder based on your OS(C drive> Program Files > CapillaryPOSSolution-1.0..>InStore>x86 or x64) to the InStore Folder

Walk-in and walk-out counts are not getting updated on InStore

• On InStore, increase the shoulder size
• Ensure that the height of the device from the floor is less than 15 feet

InStore is unable to discover VisitorMetrix device/services are not running

• Restart the Capillary Service and see if the problem is fixed, else
• Reinstall the Capillary Service

Unable to sync data automatically from the VisitorMetrix device to InStore

• Check if the VisitorMetrix device is running properly
• Check if the Capillary Updater Service is running properly
• Check if the IP of the system on which InStore has installed has changed. It will take around 10 minutes to resolve the issue automatically

Unable to sync data automatically from InStore the Server

• Check if there is any issue with the internet connection issue and make sure that the system is connected to the internet

Unable to see the Store Tracker

• Check if the device is connecting to the WiFi properly. If not, contact the VisitorMetrix Support

Repair (recall or sign for hardware issues)

What to do if there is any issue with the device?

    Contact Capillary VisitorMetrix Support.

Do you provide international support as per our working hours?

    Our VisitorMetrix Support will be available during your store working hours.

If I change my store location, do I need to reconfigure the device again? What is the process of device re-installation?

    Yes, device reinstallation is required. Once you install the device, contact VisitorMetrix support for further help.

My store is reopened after renovation. How do I setup my device?

    Install the device as specified in the manual and call the VisitorMetrix support for the device configuration.

What if the device is physically damaged?

    Please call VisitorMetrix Support for further assistance.