Device is Online but No Traffic is Showing

If your Avia device appears online but no traffic is showing in the dashboard, the device may be connected but not showing data for the selected store or date range.

This can happen because of dashboard filters, store setup, device assignment, opening hours, or an internal device configuration issue.

What to check first

Before contacting support, check the following:

  • The correct store is selected

  • The correct date range is selected

  • The store was open during the selected dates

  • Visitors entered the store during the selected dates

  • The device serial number is assigned to the correct store

  • The store opening hours are configured correctly in Store Management

Check the selected date range

In the dashboard, select the date range you want to review.

Avia uses the store opening hours configured in Store Management to display data for the selected dates.

You do not need to manually select working hours in the dashboard.

If the selected dates do not include open store days, traffic may appear empty or lower than expected.

Check Store Management

Go to Store Management and confirm that the store setup is correct.

Check that:

  • The store name is correct

  • The device serial number matches the installed device

  • The device is assigned to the correct store

  • The opening hours are filled in correctly

Opening hours are important because Avia uses them when displaying store activity, including views such as the heatmap.

Check store activity

Confirm that visitors entered the store during the selected date range.

If the store was closed, had low traffic, or the selected dates are incorrect, the dashboard may show little or no traffic.

Internal configuration review

Some setup details are managed internally by the Avia team, including:

  • Installation height

  • Detection area

  • Counting line

If traffic is still not appearing, Avia support can review these settings and confirm whether the device is configured correctly.

Need help?

If the device is online but traffic is still not showing after checking the store, date range, opening hours, and device assignment, contact Avia support at support@retailogists.com.

When contacting support, include:

  • Store name

  • Device serial number

  • Selected date range

  • A screenshot of the dashboard

  • A screenshot of Store Management, if available