If a store's Vusion Cloudpoint access point is offline, it's important to note any possible causes for the issue. Changes made to the store's network could result in the AP losing connectivity or power, and troubleshooting may involve checking the cable connections for all network connection points leading to the AP.
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Before following this guide, click here to follow basic ESL troubleshooting steps.
Required Materials:
Computer with internet access
User email registered to Vusion Manager, directions here
Viewing an AP's network status in Vusion Manager
Viewing an AP's network status in Vusion Manager
All Vusion Cloudpoint AP's come with a built in LED that displays the units network connectivity status. If this LED cannot be seen, the AP's status can be checked through Vusion Manager:
On the computer, log into Vusion Manager.
Select the store's retail chain
Select the individual store ID
Select the Infrastructure tab
All AP's registered to the Vusion account will be listed on this page
The network connectivity status of each access point can be found in the Status column
OK - The AP is operating normally and able to broadcast product links and product updates to any ESL within its range.
Unreachable - The AP has been separated from the store network and is not working. Any ESL within only this AP's range will be unable to link to a product or automatically update with product changes.
💡If the network status of an AP is Unreachable, proceed through the following sections for troubleshooting steps.
Remotely rebooting an AP
Remotely rebooting an AP
If an AP is offline, a remote reboot of the unit may be used to reset the unit's connection to the store's network:
❗The remote reboot will not work if the AP has:
Lost power
Become unplugged from the store's network
The store's internet is down
If any of these apply, skip this section and proceed to the Physical AP troubleshooting section below.
On the Infrastructure tab of Vusion Manager, select the Reboot AP button on the row of the offline AP
Select Confirm on the pop-up window
A green pop-up texts should appear at the bottom of the screen to confirm that a reboot command has been sent to the AP
💡If Vusion Manager is able to communicate with the AP, the unit should reboot within one minute.
If the AP does not come back online, proceed to the next section.
Physical AP troubleshooting
Physical AP troubleshooting
If remote reboot does not bring the Vusion Cloudpoint AP back online, answer these question to see if the unit is correctly connected to the store's network:
❗If any changes have been made to a store's network, including:
Unplugging and/or moving network equipment
Changing internet service providers
Changing network equipment
Loss of internet connectivity
Then, the access point has likely been physically disconnected from power, the store's network, or both.
Network diagram for reference:
Is the store's internet off?
Is the store's internet off?
If the store's internet is out, the AP has no way to communicate tag changes and product links. Contact the store ISP directly for assistance.
Is the AP powered off?
Is the AP powered off?
If the AP's LED is not lit, the device has no power. Directions below:
Follow the AP's cable, and it should lead back to the Vori network switch.
Check the AP cable's connection to the Vori network switch.
The AP receives both network connectivity and power by connecting to the Vori network switch's POE (power-over-ethernet) ports (labelled 1-4 with small lightning bolts next to each number).
If not already, plug the AP's cable into one the the Vori network switch's POE ports.
Check if the Vori network switch's power cable is fully plugged in.
If the AP still does not power on, check the back of the AP to make sure its cable is plugged all the way in.
❗If the AP is still not receiving power after all these steps have been followed, the AP's cable has likely been damaged.
Call or text Vori customer support at (408) 516-1919, or email [email protected].
Does rebooting the Vori network switch feeding to the AP have any effect?
Does rebooting the Vori network switch feeding to the AP have any effect?
Unplug the power cable leading to the Vori network switch
Wait 30 seconds
Plug the power cable back in
Have new network devices been plugged in between the Vori network switch and the internet modem?
Have new network devices been plugged in between the Vori network switch and the internet modem?
If any network devices have been added between the internet modem and the Vori network switch, these devices may be blocking the AP's network connection. Directions below:
Follow the Vori network switch's main internet cable to the store modem
If any devices have been plugged in between the Vori network switch and the internet modem, they may need to be removed to allow the AP to come back online. These devices may include
Firewalls
Additional access points
Network switches
If any of these devices are found, consult the store's network administrator for directions on how to proceed.
❗If the Vori network switch appears to be connected directly to the internet modem, the network cable may have been damaged.
Call or text Vori customer support at (408) 516-1919, or email [email protected].
Has a new network modem or ISP been installed lately?
Has a new network modem or ISP been installed lately?
💡Certain ISPs and network devices may not be compatible with the AP.
If the store has recently switched from fiber optic or cable internet to 5G hotspot or satellite internet, the new modem/ISP may be blocking the AP's network access. Put your store's network administrator in contact with Vori for device compatibility specifics through either (408) 516-1919 or [email protected],