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

Selection of Surge Protection Devices

Published: Mar 11, 2026 Updated: Apr 10, 2026 |

Technical Articles

Published: Mar 11, 2026 by Sarthak

Technical Articles

It is very important to select right Surge Protection Device for installation/equipment based on different parameters of SPD.

Below schematic will give you an idea of selection criteria for SPDs:

Selection of Type of SPD & Maximum Discharge Current (Imax):

Selection of type of surge protector and Maximum Discharge current will depend upon SPD’s Installation - location. Please see below diagram for further clarity.

After selecting Type 1/Type or 1+2 SPD, adding Type 2 SPD will depend upon Distance of distribution point and impulse withstand voltage level of the equipment/load to be protected.

Role of lightning conductor in installation:

If a lightning Rod is present in the installation and lightning strikes to this lightning rod, it provides low resistance path to heavy lightning current and maximum amount of current safely gets discharged to the ground through earthing system.

In normal conditions, typically Earthing system and all the equipments gets connected together to be at equipotential level in any installation.

During the event of direct lightning strike on lightning rod , heavy lightning current flows through earthing system which creates high voltage drop across it, based on the earthing resistance. This phenomena creates potential difference between earthing system and equipments which are connected to it and some amount of surge current can flow through the system based on potential difference generated between them.

Also, when lightning current getting discharged from lightning rod to ground, additional high magnetic fields get induced around the lightning rod due to high surge current which in turn induce high voltage peaks in line systems.

Hence, lightning rod will serve the purpose of discharging lightning energy to the ground but to eliminate surge current entering into the system, lightning rod to be associated with the Type 1/Type 1+2 SPDs at Main Panel/Electrical entry point level.

Choosing the SPD Configuration:

Based on Single phase/Three phase Electric Network, 1P+N/3P+N SPD configuration shall be selected.

Choosing SPD Nominal Voltage(Un):

SPD nominal voltage shall be selected corresponding to the system voltage of the typical SPD installation site, e.g.,230/400V AC

Choosing Short-Circuit withstand capacity of SPD (ISCCR):

I_SCCR of SPD needs to be higher than the maximum short circuit value of the electrical network to which SPD is connected.

Choosing Voltage Protection Level (Up):

The user must select a surge protector with a protection level Up based on impulse withstand voltage level of the equipment. In every case, Up must be lower than the equipment’s impulse withstand capacity.

For an Example, in a distribution system, if a machine is connected which has impulse withstand voltage of 1.5kV, voltage across the machine should limit to 1.5kV when surge strikes to the system. Hence SPD’s Up value must be lower than impulse withstand voltage (1.5kV in this case) of the machine.