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Frequently Asked Questions
GENERAL INFORMATION
1. How long is the warranty on my TagMaster products?
All TagMaster products come with a 2-year warranty from the date of delivery by TagMaster UK Ltd.
This warranty does not cover products that have been modified, misused, exposed to incorrect voltage polarity, excessive voltages (including lightning), or improperly installed according to TagMaster UK guidelines.
For both in-warranty and out-of-warranty repair requests, please click here and follow the outlined procedure.
2. What types of sensors can be used with the Compact Plus Cycle and Pedestrian?
The Compact PLUS Cycle & Pedestrian can be combined with the following sensors:
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- 2 bicycle loops
- 2 piezoelectric sensors
- 1 pedestrian sensor
Thanks to its modular design, the system can be customized to meet local requirements, ensuring optimal efficiency and accurate data collection to improve safety and traffic flow.
4. I need to return a product for repair. What’s the process?
You can download the return procedure and RMA form from our website at: Repair Services – TagMaster UK.
APPLICATIONS
1. Which application should I use to configure TagMaster counters?
EasySetup: a single application to configure all TagMaster counters, regardless of the model (TrafficRadar, CityRadar, Compact PLUS).
Simplify your configuration process with this innovative, free application available on the Google Play Store.
2. How can I recover my temporary survey data using EasySetup?
Retrieving survey data with EasySetup is simple:
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- Ensure your radar is powered on and connected to EasySetup.
- Confirm that your survey is stopped on the “Status” page.
- Click the “Download” tab at the bottom right of the app.
- Select the survey file(s) to download, then click the “SEL” icon at the top right.
- On the same page, click the three dots in the top right to access the menu, then select “View Local Files” to easily find your downloaded survey data.
- You can then share the file(s) via email or other methods.
3. I’m trying to connect to the radar for the first time using EasySetup, but the app asks for a password. Where do I find it?
TagMaster does not have access to the Bluetooth connection code for its radars, as these are randomly generated upon first startup.
The initial connection is made by pressing the button on the radar. While the LEDs are lit, connections via EasySetup are authorized, and the password will be transmitted and stored by the app for future connections.
If someone from your organization has already connected to the radar, they can share the password by checking the ‘BLE Passwords’ section in the top-right menu of EasySetup and locating the radar’s serial number.
4. How do I create a report from my count data?
To convert your survey data into an Excel file with tables and graphs:
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- Open EasyAnalysis (our free reporting tool) by clicking here; EasyAnalysis.
- Drag and drop your .DAT file into the tab at the top of the page. Your data will display instantly.
- Select the parameters you want in the report (e.g., speed, length, vehicle type).
- Click ‘START’ at the bottom of the page to generate your Excel report.
- Your report is ready!
5. How can I retrieve data from my radar or counting station in real time?
TagMaster provides EasyData, a free app for analysing, receiving, and storing vehicle-by-vehicle (VBV) data in real time.
EasyData is available as a Docker image for easy installation on a server. It can also monitor all connected TagMaster products.
If you don’t have your own server, TagMaster can host your unit on its Catalyst server, allowing you to access and manage your data via the VDA-NET interface.
VDA-NET also lets you remotely check the operational status of your counting stations.
Contact our support team for more information.
TRAFFICRADAR AND CITYRADAR
1. The ‘On/Error’ LED on my radar flashes red when I try to start it. What does this mean?
The number of flashes indicates the problem:
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- One flash: The battery is not detected, likely due to a connection issue between the radar and battery.
- Two flashes: Low battery. This could be due to an aging battery that doesn’t hold a charge, or a charger/connector issue.
- Three flashes: Overcharged battery, typically in solar panel configurations.
2. The ‘Battery’ LED on my radar is solid red. What does this mean?
A solid red light indicates a low battery. Charge it using the radar’s mains charger. When fully charged, the charger’s indicator will turn green.
3. Can I connect to a radar with multiple mobile devices at once?
No, only one user can connect to the radar via Bluetooth at a time. To allow others to connect, ensure you disconnect after your session.
Tip: If the radar’s Bluetooth LED is green, the connection is available. If blue, a device is already connected.
4. My radar is not detecting vehicles, bicycles, or pedestrians. What should I do?
Use EasySetup to check detection quality. After setup and installation, click ‘Validate’ to view real-time detections.
If vehicles are not detected, adjust the radar antenna’s inclination. If the issue persists, contact support.
5. How do I update my radar?
Download the latest firmware version from the customer portal (here) and follow these steps:
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- Open EasySetup and connect to the radar.
- Click the three dots in the top-right corner and select ‘Firmware Upload’.
- Choose the firmware file you downloaded earlier. The radar will install the update, which takes around 10 minutes. It will restart automatically when complete.
COMPACTPLUS AND COMPACTPLUS CYCLE & PEDESTRIAN
1. How do I update my CompactPLUS?
All you need to do is download the latest firmware version available on our customer portal at this address: https://tagmaster.com/infomobility_portal on your mobile device.
Open the EasySetup application and then connect to the Compact PLUS.
Click on the 3 small dots at the top right of your screen, then on “Send firmware”. Select the file downloaded previously. The counting station will install the update. This operation can take about ten minutes. The Compact PLUS will restart automatically and will be up to date!
2. The LED on a loop card is flashing slowly. What does this mean?
Slow blinking = open circuit
This is the most common type of defect and can be caused by the following:
- The loop wire or loop harness is not wired correctly in the terminal block.
- Maintenance work was carried out on the road and crossed the loop cables.
- The road is damaged and this has broken a cable, or the exposed cables have been damaged.
3. The LED on a loop card is flashing quickly. What does this mean?
Fast flash = short circuit.
A short circuit on a loop is not common, as it would correspond to a metal object piercing the wires of the loop to short them. The most likely is that the wires are touching at the connection on the terminal block. So check that all the strands of each wire are twisted together and that they are not touching from one connection to the other.
If the problem persists, contact support.
4. The ``On/Error`` LED is solid red. What does this mean?
When the meter is working but detects an error, the On/Error light remains lit red. There are three main reasons for this, which should be checked in this order:
- Battery voltage is insufficient
- SD card problem
- The sensor board cannot be detected / is damaged. This issue may be falsely reported if the SD card is not properly seated or is faulty, so it is necessary to check whether it is properly seated or replace it before checking the sensor board.
To know the meaning of the 9 LEDs located on the right of the front panel of the Compact PLUS, please refer to the user manual (page 10).
5. Why do I have to turn off my CompactPLUS before disconnecting the power?
The Compact PLUS uses an internal SD card to hold configuration and data files. If power is lost while the SD card is being accessed, it may corrupt the card.
Correct shutdown procedure:
If the device is running, press and hold the ON button for 10 seconds, the device will turn off. Once the device has completely shut down, all the lights will turn off, allowing you to release the push button.
6. How do I install a new SD card into my CompactPLUS?
During normal use of your Compact PLUS, it is not necessary to access the SD card. It is used by the device to store system information and data files.
If you have any problems with your SD card, we advise you to contact support at this address support.uk@tagmaster.com
7. My CompactPLUS is having 3G/4G communication problems, it says 'no SIM card'. What should I do?
- Remove the SIM card and make sure its gold contact is clean.
- Make sure the SIM card is installed correctly. If the SIM card is inserted correctly, but it does not register on the network:
- Check that the modem APN settings are configured correctly.
- Check that the SIM card is active (that it has not been blocked or cancelled). You can tell us the ICCID number (serial number) and we can check if TagMaster provided the SIM card.
- Try the SIM card in another meter if possible.