What is a max dwell time reset?

At Density, we have many tools at our disposal for inspecting and increasing the accuracy for spaces outfitted with our people counting sensors. One of the most advanced tools we employ is an intelligent drift correction algorithm that detects and eliminates differences between detected occupancy and the expected value in real-time. Rather than a daily reset, we monitor our data every second to give you the most accurate picture of occupancy in your spaces by automatically creating max dwell time resets.

How does it work?

If configured by Density, a space’s entrance and exit events will be monitored by our servers to look for anomalies. If a correction is required, usually due to a missed exit, the system will create a special type of event called a “max dwell time reset” that changes the occupancy to the correct number. You may see these resets occurring in the “live” page or if you directly query our API for resets.

These resets are issued based on the amount of time each person has been in the space. If that time exceeds the expected maximum amount of time someone would reasonably be present, a reset is issued. The exact time range can be configured for each space based on how it has historically been occupied and real-world expectations.

How do I use it?

If you would like to configure it for some of your spaces, please don’t hesitate to contact us!

Support is available Monday through Friday, 9am to 5.30pm .

Higher level suport is also avaliable if required.

Please contact us for details and charges.

Please use any of the options below to reach out team:

• Via our website
• Email support at support@smart-density.co.uk
• Phone support 0203 828 0720

If your device is showing as Offline in the application, it could be that it lost connectivity, power, or both. The steps below outline how to determine the source of the issue and troubleshoot.

Step 1: Does the device have power?

• Is the white LED light on the front of the device illuminated? (If yes, go to Step 2. If not, read on)
• Is the ethernet cord fully plugged into the back of the device and to the power source?
• Is the source of power active? (I.e., Is the PoE injector fully plugged into an outlet? Are the switch and port powered?)
• Can you connect another PoE device successfully to the source of power? (To isolate a bad injector or inactive port.)
• Can you test the cable using a cable tester or connecting another PoE device successfully using the same cable? (The goal is to isolate an issue with a faulty or incorrectly terminated cable.)
• Still having trouble? Reach out to support@smart-density.co.uk to help.

Step 2 FOR SWITCH INSTALLS: Does the device have internet connectivity?: (Requires the device to be powered – See Step 1)

• Is the ethernet cord fully plugged into the back of the device and to the switch?
• Are you able to use the Density Setup Application to connect the sensor to a mobile hotspot?

If you’re NOT able to connect to a hotspot, please contact support@smart-density.co.uk

If you’re able to connect to a hotspot, it indicates a network configuration or cable issue.

• Are you able to connect other devices successfully to the switch and to the specific port?
• Can you test the cable using a cable tester or by connecting another device successfully using the same cable? (The goal is to isolate an issue with a faulty or incorrectly terminated cable.)
• Has anything changed about your network configuration that could impact connectivity of the device? (see Network and Power requirements for more information)
• Do you need to rewhitelist the MAC address for the device? (you can find the MAC address on the DPU Status page in the application)
• Is your IT team able to ping the device IP address? (you can find the IP address on the DPU Status page in the application)
• If your IT team configured the port to support the device, can you confirm the device is plugged into the correct port and on the correct VLAN? (where appropriate)

Step 2 FOR WIFI INSTALLS: Does the device have internet connectivity? (Requires the device to be powered – See Step 1)

Step 3 FOR CRADLEPOINT INSTALLS: Does the device have internet connectivity?: (Requires the device to be powered – See Step 1)

Our Return Manufacturer Authorization (RMA) process is simple and straightforward. If you have a device that’s not operational, contact our support team.

Our team will work with you to troubleshoot the issue remotely. If we’re not able to resolve the issue and believe the device to be defective, we’ll replace the unit at no cost to you.

A return label will be provided for the defective unit. All you’ll need to do is plug in the new unit, redo the setup process and everything in your data environment and account will operate as normal.

The Density sensor is designed to send configurable alerts when it’s not able to make a secure connection to Density’s cloud service. In the case that someone disables it, you would receive a notification. Please note that, at present, these alerts do not differentiate between the cause of the connection failure—you’ll be notified if the device loses power or its network connection is interrupted.

After your subscription ends, the data will be permanently deleted if you choose to not renew. We offer a grace period of 30 days after the subscription end date, during which your data is available to export/download. After the grace period, all of your data, user logins and related information will be permanently deleted from the devices and the cloud.