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Support and FAQ

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Please start with our documentation and guides; you’ll likely find the answer to your problem there!

Frequently Asked Questions

General

  • What is Traxmate?

    Traxmate provides real-time indoor and outdoor tracking of assets and people with high accuracy and performance for comprehensive location intelligence—with simple integration into your application or services.

    Our comprehensive suite includes APIs, SDKs, user interfaces, and visualizations designed to serve as both standalone tracking systems and integrated components of customized solutions for our customers.

    • Hybrid seamless indoor and outdoor positioning
    • High precision and high performance with floor and room accuracy
    • AI-enhanced positioning by Combain
    • Integrates multiple positioning and connectivity technologies like GPS/GNSS, BLE, Wi-Fi, cellular location & LoRaWAN
    • Positioned alarms and targeted alerts
    • Geofencing to control actions
    • 2D and 3D visualization
    • Analytics and follow-up with heatmaps and tracks 
  • Why use Traxmate?

    No new infrastructure needed
    Traxmate utilizes Cell IDs for outdoor and the existing WiFi and BLE networks for indoor positioning, reducing the need for costly hardware investments. Only add where you nedd improved accuracy.

    No new SW in the devices needed
    Your tracking devices send their Mac addresses and signal strengths to Traxmate, which uses Combain to calculate their positions. Traxmate analyzes, tracks, and displays the positions on 2D and 3D maps.

    No access rights needed
    Positioning is made available in all places by listening to the network without needing access.

    No new systems needed
    Traxmate enables cloud-based viewing and administration without system integration. However, everything can be integrated through Traxmate and Combain APIs.
     

  • Does Traxmate work both indoors and outdoors?

    Yes, Traxmate offers seamless fusion of indoor/outdoor tracking and routing of everything everywhere. 

  • How much does it cost?

    The cost is determined by the type of device, how frequently it transmits its location, and the modules and features you incorporate.
    It can range from $1 per device per year for simple, mostly inactive devices to $1 per month per device and beyond.
    For more accurate pricing, don’t hesitate to contact us for a discussion of your use case.  

Account

  • Register an account

    You can register on Traxmate by clicking on the “Register” button.

    1. You will need to input a valid email address and a password to create your account.
    2. Accept the Traxmate´s  Terms & Condition and
    3. Finally, click on “Create my account”. 
  • Account verification

    After you register, we will send a verification email to your account. If you do not receive it, please check your spam account.
    To verify your account, you must open the email, click “Click here to activate your account,” and follow the instructions in the email. 

  • What is the difference between Admin and User roles?

    When you register a new account, you become an admin by default. You can then invite other people to be admins or users.
    As an admin, you can add new places and perform surveys. As a user, only basic functionality is available. 

Setting up the tracking environment

  • What is a Place?

    A place can be a building, an area, or a location. A building is defined by walls and floors - and can hold features like elevators, stairs, escalators, and doors. 

    An area is defined by a shape, and the user can upload a map of the area.

    A location is a point defined on the map.

    The places can be created by searching a specific address or clicking a location on the map. If users have chosen to make their places public, other users can inherit that building and take advantage of any positioning work that has been done 

  • What is the difference between building, area, and location type?

    A Building can have a shape, floor map, and multiple floors
    An Area can have a shape and area map
    A Location is a fixed point 

  • What is the difference between Public and Private Visibility for a place?

    If you set the place to Public, anyone can add your place and inherit it to their account with your shape and floor maps. This improves the overall quality of the location database through crowdsourcing.

    However, other accounts will never get access to your surveys, models, devices, or tracking data. 

  • Floors and floor plans

    A building may have multiple floors above and below ground level, each with a different shape. The floors can be named either in a scheme or individually.

    The user can upload floor maps to assist in improving positioning and visualization. 

  • The building shape and floor plan I created do not match when I switch the view between OpenStreetMap and Google

    Different map providers have slightly different maps.
    When placing the map and making surveys, use the same provider and the results will be correct relatively. 

  • What are Nodes, Ways, and Routes?

    You can define nodes inside the building. These nodes can be building features or used to define routes to move through the building. 

    To create routes, you link nodes together based on how you can move, such as what corridor or stairs you should take to go from A to B.  

    Read more about Routing and Wayfinding  

  • What are Building Features?

    The building features are defined to enable routing tracks in a building.
    The features that can be defined are Entrance, Door, Stairs, Escalator, and Elevator, which are saved in the building radio environment model they were created within.  

Position accuracy and surveys

  • What is a radio environment model, sometimes called building model?

    A radio environment model is an electronic representation of where Bluetooth beacons or Wi-Fi access points are placed within a place. It is generated when a user performs surveys or reference tracks sent to Traxmate to be calculated into a radio "fingerprint" of the building. 

    When the radio environment model has been calculated, it is compared to any previously calculated models. The model with the smallest median error is then published—this is the model that all positioning is calculated towards when using any devices.

    The radio environment models can also be edited manually. The users can add - or edit beacons to enhance the positioning effort further. 

  • Selecting the right device for your use case

    Choosing the suitable hardware device significantly impacts achievable accuracy. For instance, a LoRa-based device focused on battery life and price will likely not achieve the same accuracy as a cellular-based device. Also, a LoRa-based device has limitations on data transfers, leaving little room for accurate positioning. 

  • What impacts the positioning accuracy?

    The accuracy of a Wi-Fi and Bluetooth-based indoor positioning system may vary based on its specific implementation and the environment in which it is used. Generally, accuracy can range from a few meters to several meters. Factors affecting accuracy include the density and distribution of Wi-Fi access points and Bluetooth beacons and the presence of obstacles and interference.

    Accuracy is also directly related to the overall system cost. Advanced indoor positioning systems can achieve sub-meter accuracy, but the trade-off is that these systems typically require costly infrastructure and are highly use-case-dependent.

    It is important to note that accuracy can also vary depending on the device being used and its ability to detect and connect to Wi-Fi and Bluetooth signals.

    With Traxmate, a well-surveyed building with, and a good device you can get an accuracy better than 2 meters.

    Contact us to discuss the potential accuracy in your specific use case, depending on the existing infrastructure, device selection, and tracking requirements. 

  • How do I improve the accuracy of the indoor positioning?

    The user can perform surveys and/or reference tracks to help the system learn what a place looks like. This will improve the radio environment model of the building and increase its accuracy.

    To conduct a survey, use the app and walk around the premises, preferably in an irregular pattern. 

    Create a reference track by walking around and placing reference points, walking in as straight a line as possible between them. The reference track is the base for the median error calculation, as the difference (the error) between the reference track and the calculated track provided by the Combain Location API.

    These actions should be repeated to achieve the best possible positioning outcome, preferably not in the same pattern. 

    As soon as these are finalized, they are sent to Traxmate to calculate the building's radio environment model.

    See our survey guide for more information. 

  • Why is there no iPhone survey app?

    The Combain AI Indoor Survey app is only available for Android. Due to Apple iOS limitations, this can only be performed by an Android device, as iOS does not support Wi-Fi scanning by third-party apps.

    Also, not all Android phones have the necessary Wi-Fi scanning capabilities or accuracy required for the best result. Please consult with us before selecting the appropriate device. 

  • Survey device requirements
    • The AI Indoor Survey app requires a Google Pixel 6a or equivalent phone.
    • Android typically limits how often apps can scan for Wi-Fi, and it is highly recommended that you turn off this throttling to get the best survey results. To do this, you have to set Android in developer mode. 
    • Remove any hard or soft cases when performing surveys, as the phone may overheat and lag otherwise. 
  • The building I have created does not show up in the survey app?

    Make sure you created the building using the same account as you are doing the survey.
    Several users can have the same primary account but with different user credentials. 

Devices

  • What are devices and device types?

    A device is a physical asset that transmits positioning signals to the Traxmate system. It can be associated with a specific user for easy identification. Each active device generates a traffic log and a track. Devices can also be grouped to simplify administration and monitoring.

    A device type is a type of device that similarly handles data. Distinction are made between device vendors and device versions. However, subtypes can be created to tailor the device to your own use case. 

  • What different device types do you support?

    We strive to have a dynamic system and support all device types. If there is a device type you can't add, please get in touch with us, and we will do our best to help you. 

  • What is a signal?

    The signals coming in from the device are all different for each device type. The user can set the signals and how they will be presented in the interface.
    Typical signals are position information like latitude, longitude, or sensor values like temperature or battery level. 

  • What does it mean when a device traffic table is set to live?

    When the switch is set to "Live," any new data will update the database directly. To pause this, turn the switch off. Any new data will be stored in the background and added to the database when it is "Live" again. 

  • What are processing rules?

    The processing rules define exactly how the devices act in the system.

    NB. Currently, this feature is only available for Traxmate superusers and administrators of an OnPrem Traxmate platform. 

  • What are downlink commands?

    The user can send messages to the devices (that have that feature enabled) to update the device settings.
    Available downlink commands are defined per Device Type. 

  • What is a traffic log?

    All messages from every device communicating with the Traxmate system will be displayed in a traffic log available from the device page. 

    The traffic log displays location messages that display the data sent in according to the settings made in the smart table—and, of course, the data available from the device. From each of these messages in the traffic log, the user can reach the raw data message for easier debugging, if needed. 

  • What is a device group?

    To more easily administer and monitor a number of devices, they can be put in groups. One device may be part of several groups. 

    You can view the tracks of several trackers simultaneously, add and delete a group, and add and remove devices from a group.
    From the group's view, you can also add and delete devices. 

  • What are tracks?

    Every position message that includes a valid position will form a track of how the device has moved. The track can be played back, and several days can be included if needed. 

Traxmate App

  • Why dosen’t my phone show up as a devices in the list?

    When you log in to the app, your phone will be linked to your user profile and show up in the devices table but it will be seen as a user. 

  • How often is my position updated?

    When using the app, your position is updated every 30 seconds by default. To change this go to your account settings. 

  • How to disable Wi-Fi throttling on Android

    Go to Settings > Developer options > find “Wi-Fi scan throttling” > disable it (or Settings > System > Advanced > Developer options).

    With WiFi scan throttling disabled on your Android, you can be sure NetSpot will do its very best while surveying, scanning and analyzing your wireless network area. 

Alerts

  • What is an alert?

    Alerts are used to catch events from devices or users. It can e.g. be geofence alerts, low battery alerts, or pressed Panic buttons. They are either set up via the Alert rules user interface or programmatically via Processing rules. 

    Alerts creates Events that can be subscribed to via Subscriptions. 

  • What are alert types?

    Alert Types define different types of alerts. Each Alert Type has its own name, icon, color schemas, sounds, and severity setting. 
    They are typically used to define how, e.g., SOS alerts should sound and look, Battery alerts should sound and look, and geofence alerts should sound and look.

  • What are alert rules?

    Depending on the use case, you need to define when, how, and why an alert should be activated.
    Using the alert rules, the user can define alert rules from a number of predefined templates. For instance, you can set up geofence rules during specific hours. 

  • Events

    Events are actions that occur within the system. When a defined event occurs, it can initiate a series of other events or the distribution of the event to external services by setting up subscriptions. 

  • Subscriptions

    Subscriptions forward Events to subscribers, which can be Users or external systems.
    The Events are distributed via Email, SMS, Push Notifications (Firebase Cloud Messaging—FCM), or HTTP requests. 

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