Common installation mistakes to avoid
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. This creates a blind spot on one side, causing undercounting.
Fix: The device should be within 30cm of the center of the doorway width. For double doors, center between both openings.
2. Incorrect height entry in the app
Problem: The physical mounting height is correct, but the wrong value is entered in the app. Even a 30–50cm error significantly affects detection accuracy.
Fix: Measure carefully from the floor to the device. Enter the measurement in meters, not centimeters. If you're 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 the device will fail to detect visitors at all.
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. This causes 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 5GHz Wi-Fi network
Problem: The device is configured to connect to a 5GHz network and fails to connect.
Fix: Avia only supports 2.4GHz Wi-Fi. Use the 2.4GHz band of your router. If your router broadcasts a combined SSID, ask your IT team to separate the bands.
6. Entering height as ceiling mount when it's a wall mount
Problem: The app was told the device is ceiling-mounted, but it's wall-mounted (or vice versa). The detection algorithms use the mount type to calibrate angle correction.
Fix: In the app, select the correct mount type before entering the height. If you've already gone live with the wrong setting, reconfigure via the app.
7. Bright light sources below the device
Problem: Downlights, spotlights, or skylights positioned 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@retailogists.com if the issue persists.
8. 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: Where possible, position the device to minimize reflective surfaces in its field of view. If the entrance has unavoidable reflections, contact support for guidance on adjusting the detection area in the app.
9. 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.
10. 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 support@retailogists.com.
When contacting support, include:
Store name
Device serial number, if available
Installation height
A photo of the device position
A photo of the entrance area