Detection alerts are automatic emails which are triggered when your predefined last seen -timestamp conditions are met. Last seen -conditions are based on individual beacon detection timestamps that are sourced from end-user applications, Kontakt.io Admin Apps, and Gateway or other Kontakt.io Supported BLE-receivers that detected the beacon.
In case your were alerted about beacons that were not detected in a while, it may because of the following reasons:
- Beacon is in the original spot, but was not detected during the defined time period.
- Beacon is in the original spot, but it is broken or has run out of battery.
- Beacon is no longer in the original spot, it could be removed or fallen out of place over time.
Regardless the reason, we recommend you to visit the original installation spot, and check whether beacon needs a) a new battery or b) to be replaced by a new one, or c) beacon was found out of place and needs to be placed back on its place.
Beacon is there, but not detected. Why?
Like before mentioned, there could be different reasons. The first and most common one is that the beacon hasn't been scanned lately by either an application or by a Gateway. If this is the case, it will only be necessary to ensure that beacon gets detected (SDK, Gateway, Admin App), or you'll need to accept that long detection interval may cause you false negatives unless alerts are adjusted..
The second most common cause is that the battery life of the beacon has ended. In the unlikely event of a hardware error, it will be necessary to test beacon with a new battery to rule out the battery issue before diagnosing a hardware failure.
If a beacon has been ruled as defective, then according to the Returns and Warranty Policy, it will be required to follow the RMA request through our support team. In case your beacon requires an RMA, please follow this process.
The beacon is not there, what happened?
The probable causes for this are that a) the beacon was taken (stolen or removed by someone), or b) it fall off its place and ended up somewhere else (for example trash). Sometimes it may happen that beacon was removed for maintenance (e.g. paintwork) and wasn't returned to the same spot or at all.
The best course of action would be to alert the staff in case they receive beacons that were found out of place, and keep a strict control of maintenance performed on the beacons so that they aren't easily misplaced.
How to avoid false negatives?
In some places where there were visitor flow is not high, or visitors are not frequently in the vicinity of beacons, it is likely that not all the beacons are detected. To increase detection rate in some remote places your may install some Gateways to continuously scan beacons, or alternatively to ask some staff member to log in the Admin App and going around occasionally. If neither of these options is not possible, we recommend you to just test out different conditions to find the best balance for that particular venue. Once you find the sweet spot, alerts are no longer causing you unnecessary site visits.