Communications Troubleshooting
For Communication, Smart biogas devices needs to have a good battery level and network connection from the local network provider which is established by the SIM card.
Follow the following process for self troubleshooting:
[1] Check the dashboard on the software application.
[2] The dashboard shows the battery and signal status.
[3] The smart meter sends data periodically. Typically this is set to send every 1 or 4 hours. The dashboard notifies of when the smart meter was ‘last seen’. If the ‘last seen’ status is longer than expected, there could be an issue.
Battery Issues
If the battery status is low, then it could be the case that the device cannot communicate due to low battery. Follow the following process for troubleshooting:
[1] A low battery can happen due to cloudy weather for over three days; check the local weather conditions.
[2] A low battery can happen if the solar panel/adapter is disconnected from the device; check the adapter connection.
[3] A low battery can happen due to shade on the solar panel; a solar panel needs direct sunlight to charge the device; check if the solar panel is receiving direct sunlight or not.
[4] Check the battery wiring connection and battery polarity. Do a physical inspection, and if any damage to the battery is found you may need to replace the battery; get in touch with us to get a spare battery or procure a branded cell that matches the battery specification.
Signal Issues
If the Signal is ‘Marginal’ or has ‘No Signal’, then the device may be unable to send data due to a poor
network. Follow the following process for troubleshooting:
[1] Marginal or no signal can happen due to weak local networks. The signal may restore itself after a few hours if there is a temporary outage.
[2] Smart Biogas meters work using either the 2G or LTE networks depending on the model. Please check whether your model is supported by the local network.
[3] Restart the device by switching it off then on again.
[4] If the signal is still ‘Marginal’ and your device has a SIM card from Inclusive Energy, get in touch with us.
[5] If the signal is ‘Marginal’ or ‘No signal’ and the device has your own local SIM, ensure the network is available in the area.
[6] If a network should be available, please check the SIM has an active data plan.
[7] If your own SIM card requires a particular APN setting, this needs to be updated at manufacture.
[8] If the issue persists, you may need to visit the device and check the network LED. If it is in an OFF state, check the SIM card is properly inserted as shown in the installation manual.
[9] Contact us if the above steps are not able to resolve the issue.
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