The Portal Beam is installed but occupancy data is not appearing in Kio Cloud or Kio Apps, or the device shows as offline in Device Management.
Before you troubleshoot
Check the following first — each takes under a minute:
- Confirm the Portal Beam is powered on (check for any LED or indicator light)
- Confirm Bluetooth is enabled on your mobile device and you are within range of the Portal Beam
- Open the device detail view in Kio Setup Manager and check the Occupancy telemetry field — if it shows a value, the Portal Beam is detecting and the issue is likely cloud delivery, not detection
The Portal Light at this location is offline
The Portal Beam has no Wi-Fi radio. It forwards all data to Kio Cloud through a nearby Portal Light. If that Portal Light is offline, the Portal Beam stops delivering data even though it continues to detect normally.
- In Kio Setup Manager, open the Devices list and locate the Portal Light assigned to the same room.
- Check its status — if it shows as Offline or its LED is solid red, resolve the Portal Light issue first.
- See Troubleshooting: Portal Light LED stays red if the Portal Light is offline.
- After the Portal Light comes back online, confirm Portal Beam data resumes in Kio Cloud.
Installation did not complete
If the installation workflow was interrupted before the location assignment step, the Portal Beam may be configured but not associated with a Smart Location room. Data with no room assignment does not appear in Kio Apps.
- Open the Portal Beam's device detail view in Kio Setup Manager.
- Check the Location field — if it shows no assignment, run the installation workflow again.
- Tap Install > select the device model and the correct operation mode > complete the location assignment steps.
Operation mode is set incorrectly
If the Portal Beam was installed in the wrong operation mode, the data it reports may not appear where you expect it. For example, a device installed in Footfall mode will report In and Out counts, not an occupancy count.
- Open the device detail view and confirm the telemetry fields shown match the expected mode (Occupancy for Room/Seat, In/Out for Footfall, Room number for IR).
- If the mode is wrong, re-run the installation workflow: tap Install > select the model > select the correct mode > complete the location assignment.
Note: Changing the operation mode requires reinstalling the device. The previous mode configuration is overwritten.
Thermal camera needs recalibration
If the Portal Beam is online and the mode is correct but occupancy counts are inaccurate or stuck at zero, the thermal camera may need recalibration — particularly after the physical environment changed or after initial installation.
- Confirm the monitored space is empty of people.
- Run Recalibrate thermal camera from the device's action menu.
- After recalibration, run Verify thermal camera to confirm the camera is detecting correctly.
Deployment Status is not set to Deployed
Device Health only monitors devices with Deployment Status set to Deployed. If the Portal Beam does not appear in Device Health monitoring, check its Deployment Status in Kio Cloud Device Management.
- Open Kio Cloud in a browser and go to Device Management.
- Find the Portal Beam by Unique ID.
- Set the Deployment Status to Deployed if it is not already.
If the issue persists
Contact Kontakt.io support. Include:
- Portal Beam Unique ID (from the device label or Device Management)
- Portal Beam model (Portal Beam, Beam Mini, etc.)
- Operation mode (Room Occupancy, Seat Occupancy, Footfall, or IR)
- Portal Light Unique ID at the same location
- Description of what you observe in Kio Setup Manager and in Kio Cloud