Troubleshooting Lift & Learn

The screen only reacts to lift events from the Nexmosphere sensor picked in the Lift & Learn settings, so check the sensor connection first.

1. Check that Peripherals → Nexmo Sensor is set in the Lift & Learn settings. If there is no sensor to pick, the Nexmosphere edge app has not found the controller yet
2. Check that the nexmo-edge installation is connected to the same device as Lift & Learn
3. Check that the XN-185 controller is connected to the device by USB. The edge app looks for the controller every 30 seconds, so wait a minute after reconnecting it
4. Check that the antenna, driver, and controller cables are connected securely
5. Put the product back on its position for a few seconds, then lift it again. The screen only reacts to a product that the sensor has first seen resting on an antenna

See Install and configure Nexmosphere peripheral for the full setup.

The app turns the sticker number into NEXMO-{number} and looks for a product in the Product List with exactly that value in its EAN field.

1. Tap Please notify staff on the screen to see the tag that was read, for example Invalid Tag/Ean: NEXMO-3
2. Check that the product with that sticker is added under Products → Product List in the Lift & Learn settings
3. Check that the product’s EAN field in Content → Products is written exactly as NEXMO-3: uppercase, with a hyphen, and without leading zeros. NEXMO-03 doesn’t match
4. If you changed the EAN after adding the product, remove and re-add the product in the Product List, then save the settings
5. If the screen shows “Loading product data…” first, check that the device is online. The app loads product data from PhyGrid when it starts

See Integrate your product catalogue for Lift & Learn for how to set the EAN field.

If more than one product in the Product List has the same NEXMO-{number}, the screen always shows the first one.

1. Check that the sticker under the product has the number you set in that product’s EAN field
2. Check that each NEXMO-{number} value is used on only one product in Content → Products
3. Check the other variants of the product, such as other sizes or colours. Lift & Learn reads the EAN values of all variants, so a NEXMO-{number} on another variant also points to this product

The product details screen shows the product texts in the installation’s default language and leaves out any field the product doesn’t have.

1. Check that the language enabled under Multi-language support (see Glossary) matches the language of the product texts in Content → Products
2. Check that the product has a Product Title, Description, and Short description in that language
3. Check that the product has a Price with a currency. Promotional prices are shown next to the standard price
4. Check that the product’s Media gallery has at least one active image
5. After updating the product, remove and re-add it in the Product List so Lift & Learn picks up the changes

1. Check that Screens → Mode is set to Compare. In Standard mode only the last lifted product is shown
2. Check that both products are lifted at the same time. With only one product lifted, the screen shows that product on its own
3. If one side shows “Product Not Found”, check that product as described in the section above

Both are usually caused by an unstable RFID signal. The same cause shows up in analytics as many consecutive lifts on the same product.

1. Check for RFID interference: make sure no metal objects are placed near the RFID stickers or the antennas
2. Check that each product sits flat in its position, with its sticker directly above its antenna beneath the shelf
3. If the screen switches between products when shoppers move them quickly, raise Advanced Settings → Lift Debounce (ms)
4. Check that Advanced Settings → Idle Timeout → Enabled is on, so the screen returns to the idle screen after Timeout (ms) even when a product is not put back