Wrong height entry causing bad counts
Wrong height entry causing bad counts
If your traffic counts seem consistently high or low — not fluctuating randomly but systematically off — incorrect installation height is the most likely cause. The device uses the height you enter to calibrate its counting algorithm.
How height affects counts
The device projects a detection zone based on the height you enter. If the entered height doesn't match the actual physical height, the detection zone is miscalibrated — leading to missed detections or double counts at the entrance.
Ceiling vs. wall mount — measure correctly
The height you enter depends on how the device is mounted:
This is a common source of error. For a ceiling-mounted device, measuring to the top of the bracket instead of the bottom of the device body will give a reading several centimetres too high.
Valid height range
The device operates correctly between 2.0m and 5.5m. Outside this range, counting accuracy degrades.
How to correct the height
Open the Avia app
Navigate to Devices → [your device] → Settings
Update the installation height with the correct measurement
Save and confirm — the device will recalibrate
After correcting, allow 24 hours of data before evaluating accuracy. Counts from before the correction will remain as-is in historical reports.
If the height looks correct but counts are still off
Check the detection area (red box) — it should cover the full entrance width
Check that the detection line (green line) sits in a clear, unobstructed section of the floor
Ensure the entrance is free from bright downlights, mirrors, or reflective flooring beneath the device
Need help?
If traffic counts still look incorrect after reviewing the installation height, contact Avia support at support@retailogists.com.
When contacting support, include:
Store name
Device serial number
Current installation height
Whether the device is ceiling-mounted or wall-mounted
A screenshot of the traffic issue
A photo of the device position