Environment
Student Life, Unions, ITS, MiWorkspace
Issue
Overview of SenSource Patron Counters and how to troubleshoot them.
Resolution
Context
Patron Counters are primarily operated in Union buildings but can be found elsewhere as well. As their name suggests, they are designed to count the number of people entering and leaving a given location. Different models are in use throughout the campus, but most of the ones in Student Life locations are by the brand SenSource.
Resolution
In many cases, patron counters are located on the top of ceilings and would require a ladder to reach them. However, initial troubleshooting does not require physical access to the devices. SenSource Patron Counters have LED indicators that reflect their status. Additionally, they have a MAC Address associated with them which can be looked up in DCT or SwitchConf.
LED - Flashing Green
This means that the unit is functioning normally. No servicing should be required.
LED - Flashing Amber
This means that there is a networking issue. This could be with the patron counter or the switch it is connected to.
LED - None
This usually means the patron counter has failed or else isn't receiving power. If the latter option, both the switch and the cables in the chain between devices will need to be checked.
Power-Cycling
This is the main troubleshooting option for patron counters and should be the first action taken before anything else. Power-cycling can be done from the Power-over-Ethernet (PoE) injector, usually where the patron counter is plugged in, or else from the network switch it is connected to. The latter option is usually the easiest. To do so, find the IT Comms closet the patron reader is connected to and remove the cable for 30 seconds before replacing it. If this does not resolve the issue, use a fluke to perform a cable check in the IT Comms closet before checking the cable going into the patron counter.
Additional Information
If the customer that opened the ticket doesn't know the IP Address or MAC Address for a given patron counter, the vendor (SenSource) should be able to provide this info.
SenSource Technical Support can be reached here. They are available Monday-Friday from 8am-5pm EST.