Wrong height entry causing inaccurate counts

Fix systematically high or low traffic counts caused by a miscalibrated height.

If your traffic counts seem consistently high or low, not fluctuating randomly but systematically off, incorrect installation height is the most likely cause. The device uses the height you enter to calibrate its counting algorithm.

How height affects counts

The device projects a detection zone based on the height you enter. If the entered height doesn't match the actual physical height, the detection zone is miscalibrated, leading to missed detections or double counts at the entrance.

Measure correctly for your mount type

Mount type

Measure from

Measure to

Ceiling mount

Floor

Bottom of the device

Wall mount

Floor

Centre of the device

This is a common source of error: for a ceiling-mounted device, measuring to the top of the bracket instead of the bottom of the device body gives a reading several centimetres too high.

Valid height range

The device operates correctly between 2.0m and 5.5m. Outside this range, counting accuracy degrades.

Height

Approximate coverage width

2.0m

1.5m

2.5m

3.7m

3.0m

5.2m

3.5m

6.4m

4.0m

7.3m

4.5m

8.0m

5.0-5.5m

8.4m

How to correct the height

  • PoE or Ethernet setups: update the device's installation height in Store Management (in the Avia app for Shopify), where the serial number was registered.

  • Wi-Fi setups (mobile app): open the Avia mobile app, navigate to Devices → [your device] → Settings, and update the height or update the device's installation height in Store Management (in the Avia app for Shopify), where the serial number was registered.

Save and confirm. The device will recalibrate.

Info: After correcting, allow 24 hours of data before evaluating accuracy. Counts from before the correction remain as-is in historical reports.

If the height looks correct but counts are still of?

Some detection settings are managed internally by the Avia team, including the detection area and the counting line. If the height is correct but counts are still wrong, contact support so they can review these settings. Before you do, confirm that:

  • The entrance is free from bright downlights, mirrors, or reflective flooring beneath the device

  • No signage or fixtures have moved into the device's field of view

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Need help?

If traffic counts still look incorrect after reviewing the installation height, contact Avia support at avia.support@retailogists.com and include:

  • Store name

  • Device serial number

  • Current installation height

  • Whether the device is ceiling-mounted or wall-mounted

  • A screenshot of the traffic issue

  • A photo of the device position