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

Prevent Damage Before It Happens: Neutral Monitoring Explained

Updated: Sep 08, 2026 | 6 min read

Technical Articles

Published: Mar 11, 2026 by Rajesh R Shirodkar

Technical Articles

Click on any topic to jump to that section

Real-World Scenario: A Day in a Modern Home

It’s a typical morning in a modern household. The washing machine is humming in the background while the microwave heats up breakfast. Everything seems normal — until suddenly, a hidden issue arises. Due to a loose connection at the distribution board, the neutral wire becomes disconnected.

In an unprotected system, this seemingly minor fault can have serious consequences. The loss of the neutral causes a dangerous voltage imbalance, and one of the phases spikes up to 440 volts. Within seconds, the microwave — and potentially other appliances — is damaged beyond repair.

Why this happened?

The network shown below shows a typical distribution system in LV network. For better understanding let us consider a 3 phase 4 wire supply is coming to homes distribution board where MCBs/MCCBs are installed and from there it is going further to the loads which are mainly 1 Phase loads.

In normal condition supply will flow from any phase (whichever used) to load and will come back through neutral back to distribution board which is been shown in the network mentioned below.

But in case neutral gets disconnected from the system then sudden overvoltage appears across the downstream loads, this overvoltage may be to the level of line-to-line voltage. The below network will give you the clear indication of this scenario.

A loss or disconnection of the neutral can lead to:

Overvoltage on one phase and undervoltage on another
Damage to sensitive appliances like refrigerators, TVs, and air conditioners
Fire hazards due to overheating
Safety risks for resident.

Reasons for neutral fail or loss in the system

Poorly tighten terminals in distribution board
Mechanical stress during installation causing cracks in conductor
High current loads leading to excessive heats
Human error while installing and environmental factors

The Solution

We have understood the reasons for the Neutral fail / break / loss and its effect on the entire system. To address this problem, one of the best methods is to use a voltage monitoring relay. This relay continuously monitors voltages across all phases including the neutral connection protecting circuit against Over voltage, Under voltage, Phase fail, Phase reversal, Asymmetry and Neutral Loss. As soon as relay senses that the neutral is disconnected, it will give a trip command to short circuit protection device or contactor.

Home with a Voltage monitoring relay with Neutral Loss

But in a home equipped with a 3-phase monitoring relay, the story ends differently. The device instantly detects the neutral loss, recognizes the abnormal condition, and cuts off power to prevent any harm. The appliances remain safe, and the fault is logged for future diagnostics.

This simple yet powerful protection mechanism highlights the value of smart electrical monitoring in safeguarding both equipment and peace of mind. In today’s smart homes, electrical protection is more important than ever. A reliable monitoring relay not only shields your appliances but also ensures safety and efficiency without constant supervision.

Key Advantages for Homeowners

Worry-Free Living: Safeguards your valuable appliances and electronics from electrical damage.
Enhanced Fire Protection: Minimizes the risk of overheating and potential electrical fires.
Smart Auto-Recovery: Automatically restores power once safe voltage levels return.
Budget-Friendly Protection: Helps avoid expensive repairs and replacements.

Ideal Applications

Modern homes and residential projects increasingly rely on three-phase power to support high-load appliances and smart systems. Installing a monitoring relay ensures consistent protection, making it an essential component for both safety and convenience.

Perfectly suited for

Individual homes and apartments
Residential societies and gated communities
Villas and bungalows with three-phase supply
Builder projects and smart homes

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About the Author

Rajesh R Shirodkar,

DGM-Corporate Communication

Rajesh Shirodkar is a seasoned marketing and business leader with over 20 years of experience in the automation and electrical industry, spanning marketing communications, sales, business development, and software solution selling. He has led successful brand transformation initiatives and high-impact marketing programs, including branding and account-based marketing campaigns, as well as industry events that drive visibility, engagement, and growth. With expertise in brand building, lead generation, solution selling, and sales enablement, Rajesh is known for translating technology and business offerings into compelling value propositions and delivering sustainable growth through strong stakeholder collaboration.