Before escalating an issue to Presien support, please ensure you have attempted to obtain the following information.
What is the customers organisation name?
This can be found in the Blindsight app when the customer logs in here.
What type of machine is Blindsight installed on?
Excavator, Forklift, Telehandler, etc
What is the serial number of the Blindsight device?
This can be found on the physical Blindsight device on the machine, the fitters installation report, or the BPUs tab in management console.
What is the alert trigger?
This can be found on the Blindsight sticker on the vehicle, the fitters installation report, or by asking the operator. The alert trigger is typically the hydraulic lock for excavators, or the reverse gear or parking brake for most other vehicles.
What colour is the status light on the In-cab alert?
Make sure Blindsight has been given at least 2 minutes to boot before confirming.
What colour is the status light on the BPU?
Make sure Blindsight has been given at least 2 minutes to boot before confirming.
Do you or the customer have access to the Blindsight device in the Blindsight app?
The Blindsight app is where detection videos, configuration and sensor field of views can be seen for more efficient troubleshooting. You can find the device in the BPUs tab and check to see if it's "online" here.
Can you see an image on the ground for every sensor in the "Alert Zones" tab?
One of the most common reason Blindsight isn;'t detecting is because a sensor is not working, or the alert zones are misconfigured.
Who is the best site contact to follow up with?
Ideally someone who can attend the machine, and assist with remote troubleshooting later.
Before escalating to Presien, please work through one or all of the flowcharts attached at the bottom of this article for each Blindsight component (depending on what the issue is)
Click on the small orange support widget in the bottom right corner for support articles and to send us a message.
TROUBLESHOOTING FLOWCHARTS