When you receive an Offline Device Alert for a piece of Obvius hardware, here are some quick steps you can take to try and restore the device’s connectivity.
Meter Offline
If you receive an alert that an individual meter connected to an Obvius device has gone offline:
Ensure all Modbus connections are still intact. The modbus terminals are shown in the below figure. If the connections are loose, or the wires are not landed on the correct terminals, re-insert the wires into the terminals and then check the Aquicore Platform to see if the device has come back online
Make sure the meter’s faceplate is set to the kWh LCD screen. If anything besides a kWh value is displaying, contact support@aquicore.com for assistance
Confirm that the LEDs on the circuit board are blinking. If there is no LED activity, this could mean there is no power getting to the device. Contact support@aquicore.com for assistance
If there is LED activity, and the meter is reading a kWh value on the faceplate, power cycle the device to reset the communications. If the device remains offline, contact support@aquicore.com
Gateway/Modhopper Offline
If you receive an offline alert for an Obvius networking device (Modhopper, Acquisuite, or Acquilite), the device itself can sometimes tell you what the issue is.
Modhopper
The Obvius Modhopper relies on a mesh network to transmit data to the Acquisuite/Acquilite. If the Modhopper has fallen offline, it is possible this is due to a poor signal from the Modhopper to the Acquisuite/Acquilite.
Hold down the test button on the Modhopper to illuminate the LEDs on the right side of the circuit board. The more LEDs that light up, the stronger the signal strength.
Acquisuite/Acquilite
These devices should always have an illuminated screen.
If the screen is blank, please check the power source for the device.
If the screen is displaying black boxes across the screen, contact support@aquicore.com
Inside each Gateway panel, there should be a Cradlepoint modem. This modem allows data from your building to be ingested by the Aquicore Platform.
Please check the LEDs on the top of the modem (in between the antennas). If there are blue lights, and the device is not online, please power cycle the device
If there are no blue LEDs showing, please contact support@aquicore.com