Why does my device keep showing 'not reporting'?
Discover the common reasons behind your device displaying 'not reporting' and how to resolve the issue effectively.
Table of Contents
A “not reporting” status means your traffic counter has stopped communicating with T.M.A.S. In almost every case it is a power or network issue, not a failure of the counter itself — and the right fix depends on which device you have. Use the guide for your device type below.
What “not reporting” means
T.M.A.S. marks a device as “not reporting” when it has not received data from it in some time, and can send you an email alert so you can act on it. The device usually keeps counting normally while it is offline; counts recorded during that time are kept and uploaded automatically once communication is restored.
Fix it for your device type
PEARL people counter — the most common causes are the batteries (8x AA, typically lasting 6 to 9 months) and the Wi-Fi connection (2.4GHz networks only). Full guide: PEARL: Troubleshooting an Offline Device
3D Scope II — check the device's light status (green = powered and operational) and the PoE injector or PoE switch connections. Full guide: 3D Scope II - Device is offline
Legacy People Counters
3D Scope — 3D Scope - Device is offline
V4D — V4D - Device Offline
IP Thermal Gazelle — IP Thermal Gazelle - Device is offline
2D Easy — 2D Easy - Device is offline
If the device is still “not reporting”
- If all of your devices show “not reporting” at the same time, the cause is likely on the T.M.A.S. side or your local network, not the devices themselves. If your network filters outbound traffic, make sure the T.M.A.S. URLs are whitelisted — see the T.M.A.S. Hosted SaaS firewall and whitelist guide.
- Counts recorded while the device was offline are not lost — they upload automatically once the device reconnects. For gaps that could not be recovered, see the Traffic Gap Filler Tool.
- Get notified automatically — configure offline-device email alerts in T.M.A.S. Alert Settings.
- Still stuck? Email techsupport@storetraffic.com, or chat at help.storetraffic.com or within the Storetraffic app / T.M.A.S.