A Connection alert means a device has gone offline. Usually there's a reason somewhere else on the property, and the pattern of alerts helps you find it. For the other alert types, see View and resolve alerts.
In the Alerts list, it looks like this:
Find where the problem is
Meter reading data travels along a chain: from the meter reading device, through any Repeaters, to the Gateway, which sends it to the cloud. Where the alerts are tells you which link in the chain to check:
- Every device on the property has a Connection alert: usually a problem with the Gateway.
- A group of meter reading devices near each other: usually a Repeater that isn't working properly, or a spot that needs another Repeater.
- A single meter reading device: usually a problem with that device.
Meter reading devices are Transceivers (including the ones built into devices like the NM4-I and RR4-TR) and Leak Sensors.
To see which devices are offline, open the property's Alerts page, which lists every device with an active alert. Or open the property's Equipment page and use the filter at the top right to show only devices that are Not Communicating, or that have Poor signal strength.
Gateway
Check the Gateway's internet connection. If it uses Wi-Fi or Ethernet, you may need to check with your internet service provider that your service is active and working. See also Gateways.
- Make sure the router and modem are on and their cables are connected.
- If you've changed your Wi-Fi name or password, enter the new details with Direct Connect in the NCSS mobile app.
- If the router or the Gateway has moved, the Gateway may now be too far from the router. Distance isn't the only thing that weakens Wi-Fi: materials like metal and concrete can weaken it even between nearby rooms.
- Check that the Ethernet cable is plugged in at both ends.
- Check that the router or modem the Gateway is connected to is on.
- If you can, try a different Ethernet cable.
- Check that the cellular antenna is connected to the Gateway.
- Check that the property's cellular subscription is active, in the Services section at the bottom of the property's Property Details page. You may need to check that your billing information is up to date.
Repeaters and meter reading devices
These devices send their data to a Gateway by radio instead of connecting to the internet. They include Transceivers, Repeaters, NM4-I meters, Remote Readers and Leak Sensors.
First, check that the right device is programmed: the serial number on the device should match the one programmed for that unit in the Web Portal. Check Repeaters too, even though they aren't assigned to a unit. A Repeater's Description can help you find it: it shows at the top, next to the serial number, and you can add one with the Description button at the bottom.
Then check the device itself:
Check that the Repeater is plugged in with the correct NextCentury power supply. When it's on, the Power LED is blue.
To check its connection to the Gateway, press the Test Connect button. The RF LED flashes red when you press it. A green flash after that means the Gateway answered: the Repeater is in range and can communicate with it.
If there's no green flash, you may need to move the Repeater closer to the Gateway, remove obstacles that block the RF signal, or add another Repeater.
Open the Transceiver and press the red Test Connect button. If any LED lights up when you open it or press the button, the battery has power. A green flash means it's in range and can communicate with the Gateway.
If the green flash doesn't happen, you may need to move installed equipment or add a Repeater to strengthen the RF network. For suggestions for your property, contact our support team.
Swipe a magnet near the right side of the device. If any LED lights up, the battery has power. A green flash means it's in range and can communicate with the Gateway.
If the green flash doesn't happen, you may need to move installed equipment or add a Repeater to strengthen the RF network. For suggestions for your property, contact our support team.
Open the lid, close it and open it again. If any LED lights up, or anything shows on the display, the battery has power. A green flash means it's in range and can communicate with the Gateway.
If the green flash doesn't happen, you may need to move installed equipment or add a Repeater to strengthen the RF network. For suggestions for your property, contact our support team.