Connectivity & troubleshooting
Diagnosing outages, raising support tickets and understanding what happens when something goes wrong.
Diagnosing outages, raising support tickets and understanding what happens when something goes wrong.
Questions
- How to check camera and device connectivity It is possible to check camera downtime by accessing the Admin menu in the dashboard. Here you will see a list of all locations and their connectivity status.
- How can I raise a support ticket? Email support@auravision.ai. Standard support hours are 09:00–17:00 GMT, Monday to Friday.
- How reliable is your dashboard and API? We aim for 99.9% uptime of our dashboard and API - as defined in our MSA.
- What if I need to adjust the counts due to a disturbance in the store? Email support@auravision.ai with the store, the affected dates, and a brief description of what happened. The team will review and correct the affected period if appropriate.
- How will I know if I’m losing data? Our team monitor the uptime of all devices and registered cameras at your stores. When an issue is detected, we will attempt to resolve the issue remotely dur...
- What happens if the Aura Vision device loses power? The device will not be able to process video data into Analytics Data.
- What happens if the Aura Vision device loses connection to the internet but not the cameras? The device will continue to process video data into anonymous analytics and will cache data for up to 30 days.
- What happens if the Aura Vision device loses connection to the cameras? The device will not be able to process video data into Analytics Data.