Individual Meter Alert
General Power Cycle Troubleshooting
Try resetting the device to bring it back online.
Step 1: Check to see that no wires in the panel have become disconnected. If they have, reconnect them.
Step 2: Check to see that the Meter's display is powered on.
Step 3: If no lights are displaying in the panel, cycle power by flipping the Breaker off for about ten seconds.
Step 4: If the panel still is not powered or connection does not restore after thirty minutes, contact Aquicore by emailing support@aquicore.com. In your email please be sure to include your building's address, the name of the panel, and the result of any troubleshooting steps you've taken so far.
Bridge Troubleshooting
The AQ bridge has LED signals to help you understand what is wrong with your device.
There are three areas of the bridge that can signal issues (1) (2) (3).
(1) At the top (as oriented in the image above) there are four LEDs.
The top one is the RF Health LED and it should flash yellow every two seconds. If it is not flashing try power cycling the device (see above for directions). If the top LED is still not flashing contact Aquicore at support@aquicore.com.
The three below it are orange and flash together once a minute and indicate radio signal strength.
If one out of three flash then the signal is poor
If two flash then the signal is okay
If three flash then the signal is good.
If none of the LEDs flash in a minute then there is an issue with the Aqui-mesh network. Check the other devices in the network to see if there is anything that may be obstructing the signal path or if other devices are powered down. Pressing the button (A) at the top left will also force the radio to test the link and light up the three LEDs.
(2) The second area is for pulse inputs.
The pulse inputs have one LED per input. If the Bridge is connected to a pulse source the LED should flash whenever the pulse device closes the contact. This can be correlated with the meter (if it has an LED).
(3) The last area has four LED lights.
If everything is working fine then the bottom light should be flashing green once per second. If the top LED is flashing red then these are the following issues:
One flash per second means there is a radio error - reach out to aquicore at support@aquicore.com and describe the issue in the email.
Two flashes per second means there is a loss of Aqui-mesh network
Check all devices in the network to see if any of them have been turned off or lost power.
Check for any change in the environment around the devices (i,e, equipment placed close to the Bridge(s) or Hub).
-------- Four flashes per second implies a Modbus access error. The Bridge is failing to connect to a meter over its Modbus port
-------- Check if the wiring between the Bridge and Meter is intact
Verify if the Modbus address on the meter matches the address entered on Devices and Equipment page in Aquicore.
Verify if termination is required. SW1 can be used to add 120 ohms across the RS485 interface or not
Hub Alert
A Hub panel takes the information from several meters and sends it directly to the Aquicore Platform. If you received several alerts at the same time, you should check your Hub and follow the below troubleshooting steps.
General Power Cycle Troubleshooting
Try resetting the device to bring it back online.
Step 1: Check to see that no wires in the panel have become disconnected. If they have, reconnect them.
Step 2: Check the top of the Modem for the signal lights.
Step 3: If no lights are displaying in the panel, cycle power by flipping the Breaker off for about ten seconds.
Step 4: If the panel still is not powered or connection does not restore after thirty minutes, contact Aquicore by emailing support@aquicore.com. In your email please be sure to include your building's address, the name of the panel, and the result of any troubleshooting steps you've taken so far.
Hub Troubleshooting
There are four areas of the Hub that can signal issues (1) (2) (3).
(1) At the top (as oriented in the image above) there are four LEDs.
The top one is the RF Health LED and it should flash yellow every two seconds. If it is not flashing try power cycling the device (see above for directions). If the top LED is still not flashing contact Aquicore at support@aquicore.com.
The three below it are orange and flash together once a minute and indicate radio signal strength.
If one out of three flash then the signal is poor
If two flash then the signal is okay
If three flash then the signal is good.
If none of the LEDs flash in a minute then there is an issue with the Aqui-mesh network. Check the other devices in the network to see if there is anything that may be obstructing the signal path or if other devices are powered down. Pressing the button (A) at the top left will also force the radio to test the link and light up those three LEDs.
(2) The second area is for pulse inputs.
The pulse inputs have one LED per input. If the Hub is connected to a pulse source the LED should flash whenever the pulse device closes the contact. This can be correlated with the meter (if it has an LED).
(3) Area 3 has four LED lights.
If everything is working correctly then the bottom light should be flashing green once per second. If the top LED is flashing red then these are the following issues:
One flash per second means there is a radio error - reach out to Aquicore at support@aquicore.com and describe the issue in the email.
Two flashes per second means there is a loss of Aqui-mesh network
Check all devices in the network to see if any of them have been turned off or lost power.
Check for any change in the environment around the devices (i,e, equipment placed close to the Bridge(s) or Hub).
-------- Four flashes per second implies a Modbus access error. The Bridge is failing to connect to a meter over its Modbus port
-------- Check if the wiring between the Bridge and meter is intact
Verify if termination is required. SW1 can be used to add 120 ohms across the RS485 interface or not
Five per second means the single board computer in the hub has stopped communicating. Power cycle the Hub (see above for directions) and if that does not work reach out to support at support@aquicore.com and describe the issue.
(4) The last area has one LED.
It should be lit up orange if the hub has an internet connection. If it is dark then the connection is lost. Check to see if the Modem’s RSSI LEDs (on the top) are lit.
If the RSSI LEDs are lit up, there is a signal. Check the ethernet and USB adapter between the Modem and Hub. If the connection is fine then contact support at support@aquicore.com and describe the issue.
If the RSSI LEDs are not lit up, there may be a cellular connection issue with the carrier. Power cycling the Panel will force a reconnect attempt, however if that still fails and the cell signal is believed to be good in the area contact Aquicore at support@aquicore.com and describe the issue.
If none of the above troubleshooting techniques are working please contact us at support@aquicore.com.