Detect and Troubleshoot RFID Issues

Please note that this guide is for resolving issues with Thinkify RFID Readers only.

NOTE: This guide will not include the end-of-life Alien RFID Reader.

Overview

1. Detecting RFID Issues with WashConnect
2. Resolving Tag Related Issues
3. Resolving RFID Reader Related Issues
4. Considerations

Detecting RFID Issues with WashConnect

The main tool for detecting RFID related issues is the RFID Statistics report.

1. Log in to WashConnect.
2. Select Performance > RFID Statistics.
3. In the From Date and To Date boxes, specify the date(s) of suspected RFID issues.
4. In the Site box, select the location that we suspect is affected.
5. In the Device box, select the lane(s) that we suspect are affected.
6. Optional functions:
   a. Type in the RFID number on the tag that could be affected.
   b. Check the Show Multiple RFID Reads Only box if we suspect the issue is concerning a customer being detected multiple times per visit to the wash.
   c. Check the Show Admin Swipes Only box if we wish to view only the transactions that were the result of an Admin Card being used.
7. Click the View Report button to load the report.

The information here will help determine the potential causes of reported RFID Issues; examples include (but are not limited to):
a. Sorting by device to determine if issue is affecting one or multiple lanes.
b. Locating several visits for a specific RFID tag if the issue is affecting a specific RFID tag.
c. Checking for duplicate reads of the same RFID Tag can indicate the issue is due to the customers vehicle being detected too soon/late.
d. Determining when an issue started by locating the last good read of a device/lane.
e. Please contact ICS support if no reads are showing for any device.
NOTE: The RFID column will list RFID numbers and/or License Plates of club members, if the site has RFID and/or LPR capabilities.
The next troubleshooting step will vary depending on our findings.

Resolving Tag related Issues

If we find that all or most tags are being read, but a few exceptions are not being read. The resolution will revolve around addressing the tag or vehicle that the tag is attached to.

1. To resolve a tag related issue, remove the tag from the vehicle’s windshield.
2. Ensure the discarded tag is outside of the range of the RFID antenna.
3. Replace the RFID tag by following the RFID Tag Application Instructions
4. Edit the Customer’s vehicle within Manage Customers in WashConnect to update the RFID with their new number.

If this does not resolve the issue: we must consider the vehicle to be a factor in this issue. RFID signals can be impeded by vehicles with certain windshield features such as Passive Low-E glass, Infrared Reflection, Solar Control, and some heated windshield designs. Most of the vehicles with these types of windshields will also have a designated RFID area where a tag can be placed. Please check the owner's manual of the vehicle in question to locate the location of the RFID area.

Please note that if we are placing the tag anywhere other than the center of the windshield, the vehicle may need to adjust how it pulls into the lane in order to be detected by the RFID antenna.
Example: if the customer normally pulls up close to the Auto Sentry, they will need to pull in farther away from the Auto Sentry if their RFID tag is located closer to the Driver's side.

Resolving RFID Reader Related Issues

If suspecting that the RFID Reader(s) themselves are the issue, follow these steps:

1. Bring an RFID tag to the lane, this can be an existing tag on a vehicle but it is best to use a new, unassigned RFID tag.
2. Position the tag in the front center of an antenna with at least 12" of space between the tag and the antenna.
3. Trigger the Car Sense sensor or tap on the screen to initialize an RFID tag read.
4. On the Auto Sentry touch screen below the video and the on-screen buttons, verify there is a flashing number that will match the number listed on the RFID tag (see below image).

Example: In the above image example, an Unassigned RFID tag being detected.

• If numbers other than what is on our test tag appear on the screen: search the area near the lane for a tag that might be causing interference. NOTE: Tags inside an Auto Sentry can cause this issue.
• If the correct number appears: Troubleshoot the Tag and/or Vehicle.
• If no text is placed in the space below the video: please restart the Touch software, and test again to rule out software related issue. Please consider the physical placement/angle of the RFID antenna, contact ICS support if the issue persists and there is no text when testing.

Repeat these steps for each lane that is experiencing an issue.

Considerations

In addition to the above troubleshooting steps, there are some general standard habits that will make operating a site with RFID tags easier.

1. Train every site employee on proper tag placement procedures.
2. Always have a site employee apply or replace tags on customer's windshield.
3. Do not store unassigned RFID tags on or in an Auto Sentry.
4. Test every tag with the paper backing still in place to prove to the customer that the tag works before applying it to their windshield.
   If tag read issues are only on a specific lane, there are many potential hardware factors:
   • Water contamination in the Antenna housing.
   • Lost connection to the COM port inside the Auto Sentry.
   • Lost connection to the RFID chip inside the Antenna housing.
   • Lost power from the Auto Sentry.
   • Due to the complications of this type of issue, it is advised to work with ICS Support on issues affecting a specific lane.

Please contact ICS Technical Support if any assistance is needed:

800-246-3469