Performance Hub LogoPerformance Hub

Common questions

Answers to common questions about Device Management. For step-by-step fixes, see Troubleshooting.

The device list

Why is a device dimmed? It's offline: it hasn't reported recently. The UPTIME column shows Last seen with how long ago it last reported. See A device shows Offline.

Why are some cameras indented? Network cameras appear indented under the edge processor that runs them, so you can see which processor each camera depends on. If that edge processor goes offline, its cameras do too.

What does Pending mean? The device has been added, and Performance Hub is waiting for it to come online and finish setting up. Give it a few minutes after you add it. If it stays Pending, check it has power and a network connection. See Status.

Why does a duress button show "Updated … ago" instead of an uptime? A duress button has no uptime to show, so the list shows when the button last reported through its display screen or IoT Gateway instead. See Reading a row.

Can I export the list? Yes. Click Actions → Export CSV. The file holds the rows that match your current search and filters, so clear them first to export every device. See Facility actions.

Adding devices

Where did the old button for adding devices go? It's now Add Device, at the top right of Device Management. Network cameras have their own button, Add Network Camera. See Adding devices.

Why can't I see a device type in the picker? Some types are available only once your account manager has turned them on for you. IoT Gateway is enabled by your account manager, and On Premise Inference requires an enterprise account. Contact your account manager to ask about them.

Can I add a display screen from Device Management? Yes. Click Add Device and enter the 6-character pairing code shown on the TV, or choose Display Screen under Or choose the device type manually. The screen appears in Display Screens too. See Adding a screen.

Moving and removing devices

How do I move a device to another facility? Click the device → Advanced tab → Move to another facility → Move, then choose a facility in your organisation. The device then appears in that facility's device list. See One device's Advanced tab.

What happens when I decommission an edge processor? Decommission unpairs the edge processor from the facility so it can be re-paired or returned. Recorded footage is kept. Before it's removed, you choose whether to also remove its network cameras, or move them to another edge processor so they keep recording. See Device actions.

Does rebooting all devices affect the whole site? Yes. Actions → Reboot all devices restarts every device at the facility at once, and they drop offline for a few minutes. Run it outside opening hours.