Troubleshooting

This guide covers common issues and their solutions. If you can’t find your answer here, contact support at support@optic.works.

Quick Diagnostics

LED Status Reference

LED State	Meaning	Action
Solid Blue	Normal operation	None needed
Pulsing Blue	Processing/detecting	Normal
Solid Green	Connected, idle	None needed
Flashing Green	Connecting to WiFi	Wait for connection
Solid Yellow	Firmware updating	Do not unplug
Flashing Yellow	Needs attention	Check app for details
Solid Red	Error state	See error codes below
Flashing Red	Critical error	Power cycle, contact support
Off	No power	Check power connection

Error Codes

When LED shows solid red, check the app for error code:

Code	Meaning	Solution
E001	WiFi connection lost	Check router, reconnect
E002	MQTT broker unreachable	Verify broker settings
E003	Sensor calibration invalid	Recalibrate
E004	Radar module error	Power cycle, contact support
E005	Camera module error	Power cycle, contact support
E006	Storage full	Clear history, update firmware
E007	Overheating	Improve ventilation
E008	Firmware corrupt	Factory reset, reflash

Setup Issues

Can’t Find RS-1 During Setup

Symptoms: App doesn’t detect RS-1 during initial setup

Solutions:

1. Verify power:

   • Check USB-C cable is fully connected
   • Use included power adapter (5V 2A minimum)
   • LED should light up within 5 seconds

2. Enable Bluetooth:

   • Settings → Bluetooth → On
   • Allow OpticWorks app Bluetooth access

3. Check proximity:

   • Be within 3 meters of RS-1
   • No walls between phone and device

4. Restart setup:

   • Force close OpticWorks app
   • Power cycle RS-1
   • Reopen app and try again

5. Factory reset RS-1:

   • Hold reset button for 10 seconds
   • LED flashes rapidly, then solid blue
   • Retry setup

WiFi Connection Fails

Symptoms: RS-1 can’t connect to your WiFi network

Solutions:

Issue	Check	Solution
Wrong password	Caps lock, special characters	Re-enter carefully
5GHz network	RS-1 is 2.4GHz only	Use 2.4GHz network
Hidden network	SSID not broadcast	Enable SSID or enter manually
Too far from router	Weak signal	Move closer or add extender
MAC filtering	Router blocks new devices	Add RS-1 MAC to allowed list
Network full	Too many devices	Remove unused devices

Finding RS-1 MAC address:

1. During setup, MAC shown on connection screen
2. Or: Hold button for 5 sec → LED blinks MAC in morse (check serial with USB)

App Won’t Connect After Setup

Symptoms: Setup completed but app shows “Offline”

Solutions:

1. Same network:

   • Ensure phone and RS-1 on same WiFi
   • Corporate networks may isolate devices

2. Local network permission:

   • iOS: Settings → OpticWorks → Local Network → On

3. Router settings:

   • Enable mDNS/Bonjour
   • Disable AP isolation/client isolation

4. Restart sequence:

   • Power off RS-1 (30 sec)
   • Force close app
   • Power on RS-1
   • Open app

Detection Issues

Not Detecting Presence

Symptoms: Room shows empty when someone is there

Troubleshooting steps:

1. Check sensor view:

   • Ensure nothing is blocking the sensor
   • Clean lens with microfiber cloth
   • Verify mounting angle includes detection area

2. Verify in test mode:

   • Room → Test Mode
   • Walk around room
   • Check if radar dots appear

3. Increase sensitivity:

   • Room → Sensor Settings → Detection Sensitivity
   • Increase to 80-90%
   • Test again

4. Check zones:

   • Ensure person isn’t in exclusion zone
   • Verify zone heights are correct

5. Recalibrate:

   • Room Settings → Calibration Wizard
   • Complete full calibration

Still not working?

Situation	Cause	Solution
Never detects	Hardware issue	Contact support
Intermittent	Interference	Change WiFi channel
Only misses corners	Limited coverage	Adjust mounting or add sensor
Misses still people	Sensitivity too low	Increase sensitivity

False Positives (Ghost Detections)

Symptoms: Shows occupied when room is empty

Common causes and solutions:

1. Reflective surfaces:

   • Windows reflecting sunlight
   • Large mirrors
   • Metal surfaces

   Solution: Add exclusion zones

2. Moving objects:

   • Ceiling fans
   • Curtains in draft
   • Swinging plants

   Solution: Add exclusion zones, lower sensitivity

3. HVAC:

   • Air vents blowing
   • Heating elements

   Solution: Exclude vent areas

4. Electronic interference:

   • Other radar devices
   • Microwave ovens
   • WiFi routers very close

   Solution: Move RS-1 or interfering device

5. Pets:

   • Dogs, cats can trigger detection

   Solution: Add floor-level exclusion zone (0-0.5m height)

Detecting Pets

Symptoms: Pets trigger presence detection

Solutions:

1. Height-based exclusion:

   • Create exclusion zone from floor to pet height
   • Usually 0m - 0.5m for cats/small dogs
   • 0m - 0.7m for larger dogs

2. Lower sensitivity:

   • Reduce to 50-60%
   • Trade-off: may miss very still humans

3. Future: Pet detection filter (coming in firmware update)

Wrong Position Shown

Symptoms: Detected position doesn’t match actual location

Solutions:

1. Verify sensor pose:

   • Check 3D model shows sensor in correct position
   • Recapture pose if wrong

2. Room model accuracy:

   • If walls/furniture are wrong, rescan room
   • Accurate room model = accurate positioning

3. Recalibrate:

   • Room Settings → Calibration Wizard
   • Walk test during calibration

Delayed Detection

Symptoms: Takes too long to detect presence or absence

Solutions:

For slow presence detection:

• Lower movement threshold
• Increase sensitivity
• Check for obstructions

For slow absence detection:

• Reduce absence timeout (default 30 sec)
• Room → Sensor Settings → Absence Timeout

Connectivity Issues

Sensor Goes Offline Frequently

Symptoms: App shows offline, LED flashing

Solutions:

1. WiFi signal strength:

   • Check RSSI in app (should be > -70 dBm)
   • Move router closer or add extender
   • Change WiFi channel to reduce interference

2. Router issues:

   • Update router firmware
   • Restart router
   • Check DHCP lease time (increase if short)

3. Power issues:

   • Use quality USB-C cable
   • Use recommended power adapter
   • Avoid USB hubs or weak sources

4. Network congestion:

   • Too many devices
   • High bandwidth usage
   • Try prioritizing RS-1 in router QoS

MQTT Connection Drops

Symptoms: Home Assistant entities become unavailable

Solutions:

1. Broker stability:

   • Check MQTT broker logs
   • Restart Mosquitto/broker
   • Verify broker has enough resources

2. Keep-alive:

   • Increase MQTT keep-alive interval
   • Sensor Settings → MQTT → Keep Alive → 60 seconds

3. Credentials:

   • Verify username/password still valid
   • Check for special characters causing issues

4. Network:

   • Ensure RS-1 can reach broker IP
   • Check firewall rules

HomeKit Not Responding

Symptoms: “No Response” in Apple Home

Solutions:

1. Same network:

   • iPhone and RS-1 must be on same network
   • Turn off VPN on phone

2. Home hub:

   • Ensure Apple TV/HomePod is home hub
   • Check hub is online

3. Reset HomeKit:

   • RS-1 Settings → HomeKit → Reset
   • Remove from Apple Home
   • Re-pair

RoomPlan Issues

Scan Won’t Start

Symptoms: “Start Scan” button doesn’t work or app crashes

Requirements check:

• iPhone 12 Pro or newer (LiDAR required)
• iOS 17.0 or later
• Camera permission granted

Solutions:

1. Force close and reopen app
2. Restart iPhone
3. Update iOS if available
4. Reinstall OpticWorks app

Poor Scan Quality

Symptoms: Walls missing, distorted room model

Solutions:

1. Lighting:

   • Turn on all lights
   • Open blinds for natural light
   • LiDAR works in dark but camera helps

2. Scanning technique:

   • Move slowly (walking speed)
   • Keep phone 2-3 feet from walls
   • Overlap scanned areas
   • Pause at corners

3. Room complexity:

   • Very large rooms need multiple scans
   • Glass walls are hard to detect
   • Mirrors cause issues - cover them

4. Rescan:

   • Delete current model
   • Start fresh with better technique

Sensor Pose Capture Fails

Symptoms: Can’t capture RS-1 position in room model

Solutions:

1. Visibility:

   • Ensure RS-1 is clearly visible
   • Good lighting on sensor
   • No obstructions

2. Distance:

   • Stand 1-2 meters from RS-1
   • Not too close, not too far

3. Camera access:

   • Verify camera permission granted
   • Clean phone camera lens

4. Retry:

   • Different angle
   • Different lighting
   • Restart app and try again

App Issues

App Crashes

Solutions:

1. Force close and reopen
2. Restart iPhone
3. Update to latest app version
4. Reinstall app (settings preserved in cloud)

Data Not Syncing

Symptoms: Changes don’t appear on other devices

Solutions:

1. Check internet connection
2. Pull down to refresh
3. Sign out and sign in
4. Check cloud sync is enabled

Notifications Not Working

Solutions:

1. Settings → Notifications → OpticWorks → Allow
2. Check Do Not Disturb is off
3. Verify notifications enabled in app
4. Check Focus modes aren’t blocking

Firmware Issues

Update Fails

Symptoms: Firmware update stuck or fails

Solutions:

1. Don’t unplug during update

2. Wait longer: Large updates take up to 10 minutes

3. Retry:

   • Power cycle RS-1
   • Open app
   • Check for updates again

4. Manual update:

   • Download firmware from support site
   • Use USB-C to flash directly
   • See hardwareOS documentation

Stuck in Boot Loop

Symptoms: LED keeps cycling, never stable

Solutions:

1. Power cycle:

   • Unplug for 60 seconds
   • Replug
   • Wait 2 minutes

2. Factory reset:

   • Hold reset button 10 seconds
   • Wait for LED pattern

3. Recovery mode:

   • Hold reset while plugging in
   • LED goes solid yellow
   • Use recovery tool (see support site)

Hardware Issues

LED Not Working

Symptoms: No LED at all, device seems dead

Check:

1. Power cable connected?
2. Using correct power adapter?
3. Try different outlet
4. Try different USB-C cable

If still no LED, device may be defective. Contact support.

Sensor Making Noise

Symptoms: Clicking, buzzing, or high-pitched sound

Causes:

• Normal: Quiet hum from radar is normal
• Abnormal: Loud clicking or buzzing

Solutions:

1. Check mounting is secure (no vibration)
2. Verify ventilation not blocked
3. If loud/persistent, contact support

Overheating

Symptoms: Device very hot to touch, or E007 error

Solutions:

1. Ensure adequate ventilation
2. Don’t mount in direct sunlight
3. Don’t cover or enclose device
4. Ambient temp should be under 35°C (95°F)

Performance Optimization

Improve Detection Accuracy

1. Optimal mounting height: 2.0-2.5m
2. Angle slightly downward (15-30°)
3. Clear line of sight to detection areas
4. Run calibration wizard monthly

Reduce False Positives

1. Add exclusion zones for problem areas
2. Lower sensitivity (start at 60%, increase if needed)
3. Exclude floor level for pets
4. Cover or exclude mirrors/reflective surfaces

Improve Response Time

1. Lower absence timeout for quick off
2. Ensure strong WiFi signal
3. Use wired ethernet if available (via adapter)
4. Keep firmware updated

Factory Reset

When to factory reset:

• Device won’t connect
• Selling or giving away device
• Persistent unexplained issues

How to factory reset:

1. Via app:

   • Sensor Settings → Advanced → Factory Reset
   • Confirm

2. Via button:

   • Hold reset button for 10+ seconds
   • LED flashes rapidly
   • Release when LED goes solid blue

After reset:

• All settings cleared
• WiFi credentials removed
• Need to re-setup from scratch
• Room model preserved in cloud (if signed in)

Getting Support

Before Contacting Support

Gather this information:

• Device serial number (on bottom of RS-1)
• Firmware version (app → Sensor → About)
• App version (app → Settings → About)
• Description of issue
• Steps already tried

Support Channels

Channel	Response Time	Best For
Email: support@optic.works	24-48 hours	Non-urgent issues
Community: community.optic.works	Variable	Tips, community help
Knowledge Base: help.optic.works	Instant	Self-service articles

Warranty Information

RS-1 includes a 2-year limited warranty covering:

• Manufacturing defects
• Hardware failures under normal use

Not covered:

• Physical damage
• Water damage
• Modified firmware
• Commercial/industrial use

For warranty claims, contact support with proof of purchase.

FAQ

General

Q: Does RS-1 record video? A: No. While RS-1 has a camera for sensor fusion, it does not record or transmit video. All processing is done locally on-device.

Q: Does RS-1 work without internet? A: Yes, core presence detection works locally. Internet required for: app remote access, firmware updates, cloud backup.

Q: How many people can RS-1 track? A: Up to 5 people simultaneously, though accuracy is best with 3 or fewer.

Q: What’s the detection range? A: Up to 6 meters radius, depending on mounting height and room layout.

Privacy

Q: What data does RS-1 collect? A: Presence data (occupied/empty, positions). No personally identifiable information, no video, no audio.

Q: Where is data stored? A: Locally on device and optionally in your private cloud account. We don’t access your data.

Q: Can I disable cloud sync? A: Yes. Settings → Privacy → Local Only Mode.

Compatibility

Q: Does RS-1 work with Android? A: Currently iOS only. Android app planned for future release.

Q: What smart home systems work with RS-1? A: Home Assistant, Apple HomeKit, Google Home, Amazon Alexa (via Matter), and any MQTT-compatible system.

Q: Can I use multiple RS-1 sensors? A: Yes. Each sensor covers one room. The app supports unlimited sensors.

Next Steps

• Specifications - Technical details
• Integrations - Smart home setup
• Quick Start Guide - Initial setup