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Wattwatchers Auditors Troubleshooting Guide

Diagnostic and escalation protocols for the 6M, 6M+One, 6M+3SW, and 3RM series

CRITICAL NOTICE: All diagnostic and hardware instructions outlined below are strictly for execution by licensed electricians.

Standard Escalation Protocol

For all unresolved issues, or where instructed below, you must submit your findings to our team for review.

  • Portal: Wattwatchers Support Portal
    https://service.wattwatchers.com.au/kb-tickets/new

  • Category: Select Communication Issues - Device offline or not communicating correctly (unless otherwise relevant).

  • Required Details: Always include the asset's Serial Number, clear descriptions of the fault (e.g., LED patterns, multimeter variances), and outline any intervention steps already taken (e.g., antenna installation).


LED Pattern Troubleshooting

All Lights Off

  • Diagnosis: Indicates either zero voltage to the device or a system lockout due to poor communication requiring a hard reboot.

  • Step 1 (Voltage Verification): Verify correct voltage on the Auditor. Take clear photos of the multimeter results and the measurement points. This evidence is required for escalation.

  • Step 2 (Signal Fix & Reset): If voltage is correct, deploy an external high-gain antenna and initiate a hard reset by leaving the device powered off for a full 5 minutes.

  • Escalation: If the issue remains, submit your findings to our team, including the photos, the new LED pattern, and confirmation of antenna installation.

L1 On Only

  • Hardware & Reset: Install an external high-gain antenna and power cycle the device (off for 5 minutes).

  • Escalation: Submit a support request detailing the new LED pattern and confirming the antenna installation so we can evaluate the signal.

L2 On Only

  • SIM Check & Reset: First, contact support to ensure the SIM card is active. Once confirmed, install an external high-gain antenna and power cycle the device (off for 5 minutes).

  • Escalation: Submit a support request detailing the new LED pattern and confirming the antenna installation.

L2 Blinking

  • Fault Check: Wait 5 minutes.

  • Escalation: If L2 continues to blink, this likely indicates a definitive hardware fault. Record a short video of the LED behaviour and submit it to our team.

L3 Blinking

  • Diagnosis: The device is failing to connect to the server due to poor 4G signal quality. Note: This is a signal issue and not a hardware fault.

  • Escalation: An external high-gain antenna is highly recommended. However, submit a support request first so we can confirm the diagnosis before you proceed with the hardware installation.

Frequently Asked Questions (Field Operations)

What do I do if a device or CT is physically damaged upon unboxing?

Do not install it. Submit a support request and attach photos of the damaged asset.

A CT on the device appears faulty or is measuring incorrectly.

Compare the Auditor's CT readings against a calibrated multimeter. Record the exact variance between our onboarding values and your multimeter readings, then submit those findings in a support request.

My device used to work perfectly. Why has it dropped offline recently?

Due to the impending 3G network shutdowns across Australia and New Zealand, our firmware now strictly prioritises 4G. Devices that previously relied on a strong 3G connection may experience degradation if local 4G coverage is marginal. Signal enhancement is required.

Can you dispatch a field technician to site?

No. We operate a centralised, virtual support model. We provide comprehensive technical support to all installers and customers via email and phone.

There is another device right next to it working fine. Why is only one dropping out?

Signal strength fluctuates. The operational device is likely clinging to a marginal signal and is at high risk of dropping offline eventually. The systemic fix is to improve the communication hardware (e.g., high-gain antennas) for all devices in that specific location.

The device isn’t showing up in the Onboarding app, or I’m getting a permission error.

Submit a support request so our backend team can align the necessary permissions and visibility.

All instructions are for electricians only.