Issue
Insight Sensors were not counting people as expected, even though the sensors were online and other sensor functions such as PIR operation appeared to be working. Troubleshooting, resets, firmware upgrades, and recommissioning did not resolve the issue.
Product Line
EcoStruxure Building Operation
Environment
Insight Sensor
Cause
After troubleshooting with the Insight Sensor Engineering Tool, removing masks for testing, and verifying that other sensor functions were operating correctly, the affected sensors were determined to be faulty.
Resolution
Use the Insight Sensor Engineering Tool to verify configuration and test the sensor with no masking applied. If the sensor remains online, other sensor functions like PIR operate correctly, and people counting still does not function, replace the affected sensor.
In this case, replacing the sensor resolved the people-counting issue, which ruled out any configuration issues.
