Question 1

Unable to Recharge the prepaid meter

Accepted Answer

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.

Question 2

Email Configuration SMTP Details  Outlook

Accepted Answer

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

Question 3

Email Configuration App Password creation for Gmail account

Accepted Answer

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.

Question 4

Email Configuration SMTP Details  Gmail

Accepted Answer

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

Question 5

Transfer existing sensor to a different gateway

Accepted Answer

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.

Question 6

Asset list is not available in the filter

Accepted Answer

Reason -
The asset is not assigned to the organization

Solution:
Check the asset selection settings in organization settings

Question 7

Cannot Sync Sensor

Accepted Answer

Reason -
Sensor/gateway limit exceeded

Solution:
Check license information for sensor/gateway limit

Question 8

Cannot change the ip address of gateway

Accepted Answer

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.

Question 9

3rd part meter not communication

Accepted Answer

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

Question 10

Could not download certificate

Accepted Answer

Reason -
All mandatory fields are not saved in organisation info settings

Solution:
All details should be given in mandatory field of organisation settings

Single Phase ACCL - 30A/15A

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