Skip to main content
Find the entry that matches your symptom and work through the checks from the top. Each entry starts with the most common cause.

​
Quick Diagnosis

​
No floor plan in the app

The plan is blank or keeps loading when you open the app.
Floors without a registered plan show only the position dot, with no plan, in the app. That is normal, and the checks below apply only to floors with a registered plan.
If you are using the verification app (provided by your contact), the keys are built in. Skip check 1 (SDK key) and start at check 2 (positioning key link). Key checks only apply when you are developing your own app.
  1. Check the SDK key
    • Confirm the key entered in the app starts with ock_sdk_ and has no leading or trailing spaces. Spaces and line breaks often sneak in during copy and paste.
    • See Mobile SDK key management.
  2. Check the positioning key link
    • The SDK fetches plan and locator information at initialization with the positioning key linked in the console. There is no extra value to put in the app. If the link is missing or the key cannot be fetched, the plan does not load and the SDK logs E1007.
    • See OneS1ght integration shows Not connected and Error codes.
  3. Check the network
    • Plans are downloaded from the server. If the on-site Wi-Fi blocks outbound access, the plan will not load; switch to mobile data and try again.
  4. Check the floor’s plan is saved
    • If the floor shows as ‘Incomplete’ in the GeoSpace floor list, its plan has not been saved. Confirm you clicked [Save Floor Info] on the Plan Placement screen. Once saved, it changes to ‘Plan Complete’.
    • See 3. Space Registration.

​
No position dot in the app

The plan displays fine, but the position dot never appears. Positioning has not started; one of the following five causes is almost always the reason.
If you are using the verification app (keys built in), check 3 (initialization code) does not apply. Do checks 1 and 2, then move on to 4 and 5.
  1. Check UWB device support
    • iPhone 11 has a UWB (U1) chip, but the SDK does not support positioning on it. Confirm the device is iPhone 12 or later with iOS 27.0 or later.
    • On devices without UWB the app still runs normally with only positioning disabled, so the dot may simply never appear, with no error message.
  2. Check app permissions
    • In iOS Settings → the app, confirm Location and Bluetooth permissions are allowed. If either is denied, UWB positioning will not start.
  3. Check the initialization code
    • The SDK is initialized with the SDK key alone. Once the positioning key is linked in the console, the SDK fetches it automatically at initialization.
    • If the positioning key cannot be fetched, initialization still looks successful, but the building, floor and zone lists are empty and no dot appears. Check for E1007 in the SDK log (onDebugLog) or the console log analyzer.
    • The geospaceKey argument used up to 0.1.17 was removed in 0.1.18. If you have older code, update the SDK to the latest version. See Error codes.
  4. Check the cluster apply status
    • In GeoSpace Intelligence Hub [Plan Placement · Wireless Design], select the floor and confirm the status shows ‘Deployment Complete’. If it shows ‘Not Applied’ or ‘Configuration check required’, registration is not complete; go to [Edit Configuration] → the Cluster tab and run [Apply to Devices] → [Done] again.
    • See 3) Cluster and Device apply fails or locators show as disconnected.
The master locator and session ID values are provided by OneS1ght when the service is delivered. Do not choose them yourself; enter the values you were given. If you have not received them, contact support@ones1ght.com.
  1. Check locator power and your position
    • Confirm the LEDs on every locator are lit. If the bottom LED blinks purple and light blue instead of blue, positioning is unaffected as long as the cluster is ‘Deployment Complete’.
    • Confirm you are standing inside the rectangle the locators form. Positions cannot be computed outside the area.

​
Locator signal cannot be found

If the locator signal drops for a while during positioning, a “Can’t find locator signal” screen appears. Either you moved outside the detection area, or something is wrong with the locator signals.
  1. Check the detection area, then click [Wait]
    • If you were outside the detection area, move back inside. Clicking [Wait] keeps re-searching automatically until the signal returns, and positioning continues once it does.
    • If the signal does not return after several retries, it ends automatically and returns to the ‘Looking for locators’ screen.
  2. Check locator power and cluster status
    • If it keeps happening even inside the detection area, check that the locators’ LEDs are lit (power). If the bottom LED blinks purple and light blue instead of blue, that is still normal as long as the cluster is ‘Deployment Complete’: the locator keeps sending positioning signals without Wi-Fi.
    • In [Plan Placement · Wireless Design], confirm the floor’s status is ‘Deployment Complete’. If not, see Device apply fails or locators show as disconnected.
    • For LED positions and color meanings, see the LED tables in 4. On-Site Locator Installation.
  3. Re-search after [End]
    • Clicking [End] ends the current positioning session and searches for locators again from the start.

​
Position shows in the wrong place

The dot appears, but not where you are actually standing.
  1. Check placement on the plan (if a plan is registered)
    • On the plan placement screen, confirm each locator is placed at its actual installation spot. If every dot is pushed in the same direction, the locators were usually all placed
      shifted the same way.
    • See 2) Position Placement.
  2. Check the distances between locators
  3. Check the X and Y entries
    • If you walk horizontally but the dot moves vertically (or the reverse), X and Y were swapped when the coordinates were entered. In the ‘Placed’ list, confirm each locator’s X (horizontal distance from the reference point) and Y (vertical distance) are not swapped.
  4. Cross-check each locator’s coordinates
    • Stand directly under each locator and check where the dot lands. If only one corner is off, only that locator’s coordinates were entered wrong.
  5. If you proceeded without a plan
    • Without a plan, the coordinates are the only reference. Set the reference locator to (0, 0), re-measure the horizontal (X) and vertical (Y) distance to each locator and the installation height (Z), and correct the values in the ‘Placed’ list.

​
Position shakes or jumps badly

The dot keeps trembling or suddenly jumps far away even when you stand still. The installation environment is the most likely cause.
  1. Check for nearby metal
    • Metal objects (e.g., metal shelves, steel pillars, refrigeration units) interfere with positioning signals. Confirm at least 0.5 m between each locator and any metal object,
      and move the locator if it is too close.
  2. Check the installation height
    • The recommended height is 2.4 to 3 m, and at least 2 m. At low heights, people’s bodies block the signal and positioning becomes unstable.
  3. Check the layout
    • Locators bunched on one side or in a near-straight line greatly increase error. Confirm they are placed at the four corners, enclosing the detection area.
  4. Check the locator count
    • Fewer than 4 locators cannot position reliably. Check whether some locators are running unplugged.
  5. Check the edges of the area
    • Accuracy drops toward the outside of the rectangle. Shaking only at the edges can be normal; re-check at the center.
The dot drifts slightly even when you stand still. As long as it stays near where you are standing, this is normal.

​
Moved distance does not match reality

You moved 10 m but the screen shows only about 5 m of movement. On a floor with a registered plan, the plan scale is wrong; on a floor set up without a plan, the distance basis of the coordinates differs from reality.
  1. Verify the scale with the tape measure (if a plan is registered)
    • Go to Space Registration → the floor’s [Plan Placement →], measure a stretch whose real distance you know (wall to opposite wall, for example) with the tape measure, and confirm it matches the measured value. Check once horizontally and once vertically, using the longest stretch possible.
    • See 3) Registering and Setting Up the Floor Plan (Optional).
  2. Re-set the scale (if a plan is registered)
    • ‘Actual plan size’ applies to the full width and depth of the plan image, not the inside dimensions of the space. If the image includes margins outside the space or wall thickness, entering the space dimensions as they are will put it off.
    • Use [Set Scale with Two Points]: click two points on the plan whose real distance you know and enter that measured distance. This is the easier option for plans with margins.
    • If you re-enter ‘Actual plan size’ instead, enter the real width of the full area the image covers.
    • After adjusting, measure horizontally and vertically again as in step 1 to confirm, then click [Save Floor Info].
  3. Check the units
    • Distances are entered in meters (m). Entering centimeters puts you off by a factor of 100.
  4. If you proceeded without a plan
    • In the ‘Placed’ list, confirm the coordinate differences between locators equal the measured distances (m) and correct them. After ‘Deployment Complete’, fix them in [Position Adjustment] (saved as soon as you make the change).
Changing the scale changes the plan’s entire coordinate system. After re-setting the scale, re-check the locator coordinates.

​
Zone events do not fire

Positioning works, but entering a zone produces no enter event.
  1. Check the zone is saved
    • In OneS1ght Space Management, confirm zones are saved on that floor.
    • See Space Management.
  2. Check the positioning area
    • Zones drawn outside the rectangle formed by the locators get no position fixes, so no events fire.
  3. Check the zone size
    • Positioning has inherent error, so an overly small zone can make the dot flip in and out, causing repeated enter and exit events or none at all.

​
Locator LED is red

A locator’s front LED is lit red. Per the manufacturer’s definitions, a solid red bottom LED means ‘Device error’.
Positioning can still work while the LED is red. This network is the management channel through which the locator receives settings from GeoSpace, separate from its positioning signal transmission. If the dot appears in the verification app, positioning is fine.
For LED positions and color meanings, see the LED tables in 4. On-Site Locator Installation.
  1. Check the on-site Wi-Fi
    • Locators reach the server over the on-site Wi-Fi (2.4 GHz). Check the router’s power, the internet connection, and whether the Wi-Fi password has changed.
  2. Reconnect power
    • Unplug and reconnect the USB-C cable to reboot. Check whether the red clears after 1 to 2 minutes.
  3. Check the adapter spec
    • Confirm it is a 5V/3A adapter. Underpowered adapters (e.g., 1A) cause unstable boot and communication.
  4. Re-set the Wi-Fi (re-run provisioning)
  5. If it persists
A bottom LED blinking purple and light blue alternately means the locator is trying to connect to its saved Wi-Fi and waiting for an IP address. Locators support 2.4 GHz Wi-Fi only. Whether this is normal or needs action depends on when you see it. Before hardware registration: normal
  • The device was reinstalled or used at another site and still has its old Wi-Fi settings. It turns blue once you set the on-site Wi-Fi in 5. Hardware Registration.
After hardware registration, before the cluster is applied: action needed The locator could not connect to the Wi-Fi you entered. Only connected locators are registered in the cluster, so get the LED to blue before proceeding with 6. Activating Positioning.
  1. Check the network to connect to
    • Confirm the SSID and password are correct and that the network is 2.4 GHz. If the router has separate 2.4 GHz and 5 GHz names, use the 2.4 GHz one (e.g., the name ending in 2.4G or 2G).
  2. Set the Wi-Fi again
  3. If there is no 2.4 GHz Wi-Fi on-site and you use an iPhone Personal Hotspot (tethering)
    • On the iPhone, go to Settings → Personal Hotspot, turn it on, and turn on [Maximize Compatibility] on the same screen. The hotspot only runs on 2.4 GHz when this is on.
    • In the Wi-Fi details in step 2, enter the iPhone’s name as the network (SSID) and the ‘Wi-Fi Password’ shown on the hotspot screen as the password.
    • Keep the iPhone running the hotspot near the locators until hardware registration and the cluster apply are complete.
After the cluster is ‘Deployment Complete’: normal
  • Positioning keeps working. Wi-Fi is only used for cluster registration, so once the status is ‘Deployment Complete’, the connection may drop.
  • Reconnect Wi-Fi as described above only when re-applying the cluster after moving or replacing a locator, or when pushing coordinates edited in [Position Adjustment].

​
Locator does not connect even after setting Wi-Fi again

The bottom LED keeps blinking purple and light blue even after re-running provisioning. The old settings remain and are not being overwritten; use [Factory Reset] only in this case.
[Factory Reset] is not used in normal operation. Even for reused devices, setting the Wi-Fi again is usually enough.
  1. Run the factory reset
    • In GeoSpace Mobile → [Device Provisioning] → (3) Enter Wi-Fi details, run [Factory Reset] at the bottom of the screen.
    • During the reset, the bottom LED blinks purple only (unlike the alternating purple and light blue); when complete, it returns to top green, bottom yellow (the pre-setup state).
  2. Delete the existing registration
    • In GeoSpace Intelligence Hub [Hardware Management], manually delete the locator’s existing registration.
  3. Provision again

​
Locator missing from the hardware selection list

A locator you want to place does not appear in the hardware selection list under step 6 [Edit Configuration]. It is one of the four cases below.
  1. Check hardware registration
    • Locators that have not completed 5. Hardware Registration are not shown. Confirm the locator is in the GeoSpace [Hardware Management] list.
  2. Check whether it is placed on another floor
    • Locators already placed on another floor are not shown. Check which floor a locator is placed on in the GeoSpace [Hardware Management] list.
  3. Check the ‘Online’ switch
    • Locators are not shown while the ‘Online’ switch to the right of the search box in the hardware selection list is off. Keep it on during the placement step.
  4. Check whether you added it again after resetting the configuration
    • Resetting the configuration with the red trash icon at the right end of the step bar empties the list of locators registered to this floor. The locators’ hardware registration is kept (the [Hardware Management] list shows which floor each locator is placed on), so do not provision them again; click the locators in the hardware selection list to add them again.

​
Device apply fails or locators show as disconnected

Locators show as disconnected (gray) in the registered device list under step 6 [Edit Configuration] → the Cluster tab, a disconnected warning appears on [Apply to Devices], or the status stays at ‘Not Applied’ or ‘Configuration check required’ after [Apply to Devices].
Applying the cluster registers the connected locators with the server as the positioning area of this space. Disconnected (gray) locators are left out of the registration, so get them connected before applying, and for the first apply the status must reach ‘Deployment Complete’.
  1. Check power
    • If the LEDs are lit, power is fine. Only check cables and power strips for locators that are dark.
  2. Check the Wi-Fi connection
    • Confirm the bottom LED is blue (server connected). If it blinks purple and light blue, the locator could not connect to Wi-Fi; follow Locator bottom LED blinks purple and light blue.
    • Once connected, the locator shows as connected again in the registered device list (based on a connection within the last minute).
  3. Apply again
    • On the Cluster tab, check the connection status in (1) and go through (3) [Apply to Devices] → [Done].
    • If the status is ‘Not Applied’, [Apply to Devices] has not run; run it again. If it is ‘Configuration Failed’ (floor status ‘Configuration check required’), the push did not reach some locators; check their power and connection and apply again.
    • If it keeps failing, leave it and judge by actual positioning in 8. Verification.
  4. If verification also fails, contact support
    • Contact support@ones1ght.com with the locator S/N, LED state, and a screenshot of the registered device list.

​
Locator moved or replaced but positioning does not reflect it

Applying the cluster registers with the server that “these locators are the positioning area of this space”. If you do not register again after the locator configuration changes, positioning keeps working with the previous configuration. Re-apply in the following cases.
  • A locator from this floor was moved and registered on another floor
  • A locator was added to or replaced on this floor
  1. Connect power and Wi-Fi
    • Connect power and Wi-Fi on every locator placed on this floor (bottom LED blue).
  2. Open the Cluster tab
    • Go to [Plan Placement · Wireless Design] → select the floor → [Edit Configuration] → the Cluster tab.
  3. Check the configuration
    • Check the connection status in (1) and the cluster configuration in (2). If the grouping changed, start again from [Automatic Cluster Configuration] and set the session ID and master locator again.
  4. Apply
    • Go through (3) [Apply to Devices] → [Done] and confirm the status is ‘Deployment Complete’.
If you are only fixing coordinates, do not re-apply. Edits in [Position Adjustment] are saved as soon as you make them (and pushed as well if Wi-Fi is connected) (4) Adjusting Coordinates Only After Deployment Complete).

​
OneS1ght integration shows Not connected

Intelligence Hub (Mobile) shows Not connected in [Organization settings] → API integrations → Geospace Integration, or a building shows as ‘Building without linked plan’ in Space Management.
Floors without a registered plan have no plan to pass on, so showing as ‘Building without linked plan’ is normal and does not affect positioning. If the integration status is ‘Connected’ but a floor with a registered plan shows as not linked, confirm the floor is ‘Plan Complete’ in the GeoSpace floor list.
  1. Check the partner key is registered
    • Issuing the key in GeoSpace and registering it in OneS1ght are separate tasks. Issued-but-never-registered is the most common case.
    • See 7. Positioning Data Integration.
  2. Check the key format
    • Partner keys start with gpk_. They are different from SDK keys (ock_sdk_).
  3. Check you clicked [Save]
    • The key only takes effect after you enter it and click [Save]. You can confirm the key is valid with [Test connection] before saving.
  4. Check permissions
    • Only Managers and above can access and edit this screen. Viewer accounts cannot register keys.
  5. Check the network
    • The OneS1ght server needs outbound access to the GeoSpace server. If your corporate network blocks it, check the allowed-hosts configuration.

​
If the Problem Persists

Contact support@ones1ght.com. Including the following speeds up the diagnosis.