Common Avia installation mistakes to avoid

The nine most frequent installation issues and how to prevent each one.

These are the most frequent issues seen during Avia installations, and how to avoid them.

1. Mounting off-center from the entrance

Problem: The device is positioned to the side of the doorway rather than above the center, creating a blind spot on one side and undercounting.

Fix: Keep the device within 30cm of the center of the doorway width. For double doors, center between both openings.

2. Incorrect height entry

Problem: The physical mounting height is correct, but the wrong value is entered during device registration. Even a 20-30cm error significantly affects detection accuracy.

Fix: Measure carefully from the floor to the device. Enter the measurement in meters, not centimeters. If unsure, re-measure before entering.

3. Mounting outside the 2-5.5m range

Problem: The device is mounted too low (under 2m) or too high (above 5.5m). Counts will be inaccurate or detection will fail entirely.

Fix: If your ceiling is above 5.5m, use a wall mount at a suitable height, or contact your account manager to discuss options.

4. Obstructions in the field of view

Problem: Signage, hanging displays, railings, or columns partially block the camera's view of the entrance floor, causing missed counts.

Fix: Walk the entrance area and check for anything blocking the downward view from the mounting position. Relocate or remove obstructions where possible.

5. Using a 5 GHz Wi-Fi network

Problem: The device is configured to connect to a 5 GHz network and fails to connect.

Fix: Avia only supports 2.4 GHz Wi-Fi. Use the 2.4 GHz band of your router. If your router broadcasts a combined SSID, ask your IT team to separate the bands.

6. Bright light sources below the device

Problem: Downlights, spotlights, or skylights directly below the device cause overexposure in the camera's field of view, degrading detection accuracy.

Fix: Avoid mounting directly above bright ceiling fixtures or skylights. If unavoidable, test counting accuracy and contact support if the issue persists.

7. Reflective surfaces at the entrance

Problem: Mirrored walls, highly polished floors, or glass panels near the entrance can cause false detections or confuse the depth-sensing algorithm.

Fix: Position the device to minimize reflective surfaces in its field of view. If reflections are unavoidable, contact support for guidance on adjusting the detection area.

8. Metal obstructions near the device

Problem: Metal ceiling structures, beams, or HVAC ducts near the device can interfere with Wi-Fi signal quality, causing intermittent disconnections.

Fix: Keep the device at least 30cm from large metal structures. If the entrance area is heavily metal, use Ethernet or PoE instead of Wi-Fi.

9. Measuring height to the wrong point

Problem: Height is measured to the top of the bracket or the ceiling surface rather than the correct reference point, causing calibration errors.

Fix: Ceiling mount: measure from the floor to the bottom of the device (not the bracket or ceiling). Wall mount: measure from the floor to the center of the device.

Need help?

If you are unsure about the installation location, mounting height, or device view, contact Avia support at avia.support@retailogists.com and include:

Store name
Device serial number, if available
Installation height
A photo of the device position and the entrance area