Troubleshooting tips to power cycle and reset a Wattwatchers Auditor device
Auditor devices are always connected to the communications network to send data in near-real-time. In the event of any interruptions or changes to the communications network, the device will automatically reconnect as soon as the network is available again.
Why do devices go offline?
Devices may be offline due to changes in the communications network or potentially due to an electrical fault at the site that may interrupt the power supply to the Auditor.
To power cycle the Auditor, it needs to be turned off for at least 5 minutes before turning it back on again to ensure the device is fully reset.
How to tell if a device has gone offline?
Physically
Only when all LED lights are on (L1,L2,L3) will indicate the device is online. Anything else than the device is not communicating and will appear offline.
For fleet users
Devices that are communicating correctly are marked with a green OK in the Fleet tool.
If a device is not currently online, then it is marked in the Wattwatchers Fleet application with an Offline indicator and additional information is available to see when the device was last online inside Onboarding tool.
How to troubleshoot offline devices
All lights off (L1,L2,L3 off)
First step is to have an electrician on site check for voltage on the load side of the breaker feeding the Auditor to make sure there is no fault with supply voltage.
Next, If you are on site, please reboot the device for a minimum of 5 minutes otherwise the device will not deep power cycle. After that, regardless of the result, please contact us at support so we can diagnose the root cause of the issue which is usually poor comms to the device and you may have to install a high gain antenna.
Please note that as the device powers up and reconnects to the communications networks, it takes about a minute for all LED indicators on the front of the Auditor to be solid ON.
L1 On/ flashing
If you are on site, please reboot the device for a minimum of 5 minutes otherwise the device will not deep power cycle. After that, regardless of the result, contact us at support so we can diagnose the root cause of the issue which is usually poor comms to the device and you may have to install a high gain antenna.
Please note that as the device powers up and reconnects to the communications networks, it takes about a minute for all LED indicators on the front of the Auditor to be solid ON.
L2 On/ flashing
If you are on site, please reboot the device for a minimum of 5 minutes otherwise the device will not deep power cycle. After that, regardless of the result, contact us at support so we can diagnose the root cause of the issue
L3 On/ flashing
This issue is never a hardware issue and is always an issue with signal quality. It is telling you the device can not hold a good connection and you will need to install a high gain antenna if you have no signal in the area and you believe a high gain antenna will not help (such as in a bunker or very rural with very low 4G signal) you may need to install a Cel Fi mobile booster. contact us at support for more information.
Auditor LED Indicators
