Unable to Recharge the prepaid meter

Solution: Connectivity Check: Confirm the meter is successfully communicating with the server. Serial Number Verification (SmartComm): Access the SmartComm Customer Master and ensure the serial number recorded matches the physical serial number of the connected meter. Duplicate Configuration Check: Verify that no two meters are incorrectly configured with the exact same serial number in the system.

Email Configuration SMTP Details Outlook

Solution: SMTP Host/Server Name: For Outlook.com: smtp-mail.outlook.com For Office 365/Microsoft 365: smtp.office365.com SMTP Port:587 (recommended) Encryption Method: STARTTLS Authentication: Your email account needs to be authenticated, so enable login or use the ""My outgoing server (SMTP) requires authentication"" option in your email client. Username: Your full Outlook email address (e.g., yourname@outlook.com or yourname@domain.com) Password: Blank

Email Configuration App Password creation for Gmail account

Reason - Gmail will work only with a secure encrypted app password Solution: Go to your Google Account settings. Navigate to the Security tab. If you don't have it enabled, turn on Two-Step Verification. Find and click on App passwords. Select an app name (like ""SMTP"" or ""Mail Client"") and click Generate. Copy the generated 16-character password and use it in your mail client's password field instead of your main Gmail password.

Email Configuration SMTP Details Gmail

Solution: Gmail SMTP Settings SMTP Server: smtp.gmail.com Port: 587: (requires STARTTLS/TLS) 465: (requires SSL) Authentication: Required Username: Your full Gmail address (e.g., user@gmail.com) Password: An App Password generated from your Google Account security settings Security/Connection: TLS or SSL, depending on the port chosen

Transfer existing sensor to a different gateway

Reason - Loss of old data stored under device id created Solution: To prevent data loss, edit the sensor and use the "Move to Gateway" option to transfer the sensor to a different gateway.

Asset list is not available in the filter

Reason - The asset is not assigned to the organization Solution: Check the asset selection settings in organization settings

Reason - Sensor/gateway limit exceeded Solution: Check license information for sensor/gateway limit

Cannot change the ip address of gateway

Reason - The ip address should is not available Solution: 1. if company network is being used check the accesibility to access 2. check if set ip is with in subnet range 3. Check if Primary and Secondary DNS is correct as per network settings 4. Set the Default Gateway IP to match the router's IP or the company network's default gateway IP.

3rd part meter not communication

Reason - 1. Memory map configuration wrong 2. (10 power -4 )Conversion factor is not available in third party memory map configuration 3. Data on modscan and software is matching but not matching with meter display readings Solution: 1. Verify data via Modscan, check wiring, confirm the meter parameter's datatype/function code in the memory map, and ensure the gateway supports that parameter datatype. 2. Can be added from conversion factor available in Master settings

Could not download certificate

Reason - All mandatory fields are not saved in organisation info settings Solution: All details should be given in mandatory field of organisation settings

Connection of Surge Protection Devices

Updated: Aug 31, 2026 | 6 min read

Technical Articles

Published: Mar 11, 2026 by Maya Pai

Technical Articles

SPDs are devices that shield installation or equipment from a sudden or destructive increase of overvoltage spikes (known as surges) in power lines which is usually caused by direct/indirect lightning strikes or switching operation in the electrical installation.

In an electrical network; MCBs, RCDs and SPDs –all three shall be connected for complete protection. MCBs provide protection against overload and short-circuit, RCDs provide protection against electric shock and earth leakage whereas SPDs provide protection against surges (direct/indirect).

During installation, MCB and RCD gets connected in series of the load whereas SPD gets connected in parallel to the load and source as shown in below image:

SPD Connection in Single phase AC Network

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About the Author

Maya Pai,

Deputy General Manager - Product Management & Marketing

Maya Pai is a seasoned Product Management and Marketing professional with over 10 years of experience in the electrical industry, specializing in low-voltage switchgear and circuit protection solutions. Her expertise lies in Molded Case Circuit Breakers (MCCBs) and DC Portfolio management, encompassing product strategy, portfolio development, market analysis, and customer-centric innovation. She has worked extensively across the product lifecycle, translating evolving market and application requirements into competitive and reliable solutions for power distribution systems. Her experience spans conventional AC protection as well as emerging DC applications, supporting the growing demand for energy storage, renewable energy integration, EV infrastructure, and industrial DC power systems. Through her work and writing, she shares insights on switchgear technologies, circuit protection, DC systems, and the future of efficient, safe, and resilient power distribution.

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