Questions this answers
My sensor is offline · No data showing · Sensor stopped counting · Dashboard shows zero visitors · Data gap in my report
Answer
A sensor going offline is usually caused by a network change, power issue, or firewall update. Here's what to check:
Verify the sensor has power and network connectivity at the installation location.
Check firewall rules — outbound traffic must be allowed to:
data.vemcount.com— TCP 80/443 (data push)xovis.vemcount.com— TCP 3002 (remote management)license.vemcogroup.com— TCP 443 (license validation)
3. Check device status in Vemcount: ⚙ Settings → Devices → look for the sensor. Red = offline, Green = online.
If still offline: contact support@vemcogroup.com with the device MAC address and location name.
Note: If the sensor was online and went offline suddenly, check whether your IT team made any network or firewall changes recently. Most outages are caused by new firewall rules blocking outbound traffic.