FAQ

Below is a collection of frequently asked questions. Can’t find an answer?


Hardware - Questions about WorkPoints & Hubs

+ My WorkPoint isn’t responding when I press the notification button, what’s wrong?

• Was this WorkPoint previously assigned to another FloorPlan? The WorkPoint will need to be “Recycled” from its previous FloorPlan before it will show up on a new FloorPlan. Once it is recycled, it will show up on the new FloorPlan’s list of unassigned devices.

• If it’s not being used at another location, try opening the device to manually press the button on the board.

• If manually pressing the button doesn’t result in the LED illuminating, check the battery.

• If replacing the battery does not work, please contact @CoWorkr and we’ll send you a replacement.

+ A WorkPoint is showing offline on our FloorPlan, what can I do?

• If it’s a single WorkPoint amongst multiple other online WorkPoints, it’s likely the battery. Remove the WorkPoint from its case and try replacing the battery. If swapping the battery does not resolve the issue, please contact CoWorkr and we’ll send you a replacement.

• If multiple WorkPoints are offline, they may be out of range of the nearest Hub, if a Hub is not within 100’, try moving a Hub closer or a WorkPoint closer to the Hub to test its connection. Sometimes a WorkPoint’s signal may be blocked depending on its installed location.

• The nearest Hub may be offline. Check the nearest Hub on the FloorPlan.

• If all WorkPoints are offline, your subscription may not be activated or has expired, please contact CoWorkr.

+ My WorkPoint isn’t responding when I press the notification button, what’s wrong?

• Was this WorkPoint previously assigned to another FloorPlan? The WorkPoint will need to be “Recycled” from its previous FloorPlan before it will show up on a new FloorPlan. Once it is recycled, it will show up on the new FloorPlan’s list of unassigned devices.

• If it’s not being used at another location, try opening the device to manually press the button on the board.

• If manually pressing the button doesn’t result in the LED illuminating, check the battery.

• If replacing the battery does not work, please contact @CoWorkr and we’ll send you a replacement.

+ A WorkPoint is showing offline on our FloorPlan, what can I do?

• If it’s a single WorkPoint amongst multiple other online WorkPoints, it’s likely the battery. Remove the WorkPoint from its case and try replacing the battery. If swapping the battery does not resolve the issue, please contact CoWorkr and we’ll send you a replacement.

• If multiple WorkPoints are offline, they may be out of range of the nearest Hub, if a Hub is not within 100’, try moving a Hub closer or a WorkPoint closer to the Hub to test its connection. Sometimes a WorkPoint’s signal may be blocked depending on its installed location.

• The nearest Hub may be offline. Check the nearest Hub on the FloorPlan.

• If all WorkPoints are offline, your subscription may not be activated or has expired, please contact CoWorkr.

+ My Hub is shown as Offline on our FloorPlan, how can I reconnect it?

• Verify the Hub has not been tampered with and that the required peripherals, like a cellular modem or power cable, have not been removed.

• If a Hub has lost its WiFi or Cellular connection, it will generally reconnect. If it hasn’t reconnected, first try power cycling the hub. Remove the power cable and any peripheral devices, like a USB Cellular Modem, and reconnect the power cable.

• Verify with your provider (either CoWorkr or cellular network) that your Cellular SIM card is activated.

• Try moving the Hub closer to the exterior of a building. If using a cellular modem, these require maintaining a good cellular connection.

• If the Hub is using a WiFi connection, verify the password has not been updated.

+ Can I unplug and move my Hub to a new Location?

• Yes, it’s OK to briefly unplug and relocate a Hub provided its new location will be centrally located amongst its WorkPoints and maintain a strong network connection.

 

CoWorkr App & FloorPlans - questions about using our app


+ My FloorPlan has updated with new furniture or changed layouts, how can I update it on CoWorkr?

• When replacing a FloorPlan that already has WorkPoints assigned to locations, it’s important to keep the new FloorPlan matching the size and proportion of the existing one. Verify you have the file of the existing FloorPlan and match this image properties.

Tip: It can be helpful to screenshot your existing FloorPlan with its assigned WorkPoints for reference • Replacing the FloorPlan background is simple:

• Go to you WorkPlace dashboard

• Click the Pencil icon next to your FloorPlan

• Drag your new FloorPlan image onto the old one

• Open and unlock your new FloorPlan. You’ll need to drag WorkPoints to their new locations. You can either use the conventional WorkPoint setup instructions (using the notification button) or, if it’s a simple move, just drag the WorkPoint to their new location.

+ When drag/dropping WorkPoints onto my FloorPlan, they’re landing in the wrong location, what’s wrong?

• Check your browser’s zoom setting. Make sure it’s set to 100%

+ What do the different WorkPoint icon colors mean?

White: connected and not active

Blue: connected and active

Light Blue: connected and recently active

Red: Disconnected

Green Outline: Button has been pressed

+ When viewing the Activity Map, what do the colors mean?

• The Activity Map summarizes the utilization value a period of time for all WorkPoints.

• The color range, shown on the right hand side of the FloorPlan, represents utilization of 0-100%.

+ I accidentally assigned the wrong WorkPoint to my FloorPlan, how can I remove it?

• Unlock your floorplan

• Select WorkPoints to remove

• At the top of the screen, click the (—) remove button

Find more detailed information on WorkPoint assignments at https://coworkr.co/support/floorplan-changes

+ I need to use a WorkPoint in a different WorkPlace or FloorPlan, how can I do this without removing the icon from my FloorPlan?

• WorkPoints should never be “removed” from a FloorPlan unless they were incorrectly assigned or you want to remove the access to their data. Instead, use the “Recycle” button, which will detach the WorkPoint from the icon on your FloorPlan and allow you to use the WorkPoint elsewhere. Your WorkPoint icon will remain on the FloorPlan to use for making selections and viewing data.

• Unlock your floorplan

• Select WorkPoints to Recycle

• Click the Recycle (arrows) button at the top of the screen

• The WorkPoints will be released back into your unassigned Hardware. They will appear in any workplace where the nearest hub is assigned.

Find more detailed information here https://coworkr.co/support/floorplan-changes

+ A WorkPoint was stolen or broken, how can I replace it without losing access to the old data?

• There are a couple of ways to replace the WorkPoint based on the scenario, please view detailed instructions under at coworkr.co/support/floorplan-changes

• Contact CoWorkr if you need extra help.

+ I’m seated in front of my WorkPoint and it’s not showing active on the live FloorPlan, how can I check to make sure it’s working?

• Try pressing the notification button on the WorkPoint to highlight it on your FloorPlan. By doing this you can make sure it’s shown in its correct location online.

• Check out how recently the WorkPoint has checked-in with the App:

• Click on the WorkPoint

• In the WorkPoint Information box that appears at the top of the floorplan, there should be a time when it last checked in followed by its signal strength, for example “a few seconds (-92 db)”.

• If this shows a time greater than 2 minutes, please check your Hub connection. Your Hub, that connects your WorkPoints to our App, may have a slow connection that is inhibiting real-time data. To improve the Hub’s performance, check out this post.

• If the WorkPoint is in the correct location online, try moving your hand over the front of its lens. If the WorkPoint remains unresponsive, the device may be damaged.

 

Analytics - Using CoWorkr’s data dashboards


+ How will changing the “Interval” setting effect my Utilization values?

• Selecting a longer interval will generally increase the amount of utilization.

• An "Interval" is a period of time that represents an aggregation of individual occupancy events into longer spans of time.

• For example, if a 15 minute interval is selected, if at any point there is an occupancy event within that 15 minutes, the entire 15 minute block will be considered occupied.

Intervals are used to build a margin into your data. Using an interval helps users account for the time that a space is considered in use, but no one is present. For example, if a worker parks at WorkStation and occupies it, but isn’t physically working from the space at all times during their stay.

+ The Y-Axis are different for each chart, how can I set them all to 100%?

• You have elastic-scales turned on. Click the gear icon at the top right of the analytics window and uncheck “Elastic Scales”

+ How can I exclude dates from my data, such as holidays of company off-sites?

• This is done from the WorkPlace dashboard.

• Close the analytics, and click your WorkPlace name at the top left of your FloorPlan to go back to your WorkPlace dashboard.

• Click the calendar button and check off any dates to exclude from your analytics.

note: this will not prevent data from being collected during these dates, it’ll only exclude the data from being displayed. You can add the days back in to view the data if required.

+ What’s the difference between the Analytics tab found on my WorkPlace dashboard and the Analytics I access on my FloorPlan?

• There are two Analytics Dashboards

Workplace Analytics - this is found on your WorkPlace Dashboard

• WorkPlace Analytics generates data using all FloorPlans

• WorkPlace Analytics should be used for summarizing an entire WorkPlace

FloorPlan Analytics generates data based on the selection of WorkPoints you’ve made

• FloorPlan Analytics should be used for taking small samples of data

More information on Analytics dashboards can be found here

+ My analytics charts are not showing, how can I fix this?

• Make sure you're using the latest version of your Browser, we recommend using Chrome

• Try toggling one of the time or tag filter controls.


Keenan May