# What to do if your Wattics system has gone offline

Written by Antonio Ruzzelli
Updated over a week ago

Your Wattics system has gone offline, and the last data shown on your dashboard is more than 15mn old. This page has basic steps to help you to fix some common issues that may explain why your Wattics system is offline.

Most issues can be fixed by following the steps below. Just start at the beginning and keep going until the problem is fixed. If you need extra help with any of this please contact our support team at support@wattics.com.

## Your system uses a Wattics Gateway unit (Octopus or WattPU)

This is the typical setup for most of our turnkey solutions.

Your data is sent to Wattics from a Wattics Gateway unit (black device), which has Internet access through a network cable connected to the LAN. It looks like the Wattics Gateway unit has lost Internet access, meaning one of the following:

- The Wattics Gateway unit has been powered off

- The Wattics Gateway unit had its network cable removed from the Ethernet port

- The IT department has changed the LAN network settings

You need to get somebody from your team to go and check the Wattics system, and verify that power and comm cables are as they should be.

- If changes were made to the installation please power the Gateway unit back up and reconnect the device to the LAN with the network cable.

- If the installation looks correct and no network reconfiguration was made by your IT department, then you can re-boot the Gateway unit by turning it off for a couple of seconds and then back on. This will reinitialise the Internet connection.

You can then check your dashboard to confirm that your system is back online, or you can notify our team at support@wattics.com when the checks have been conducted. We will be able to remotely check and confirm that data is back online.

## Your system does not use a Wattics Gateway Unit

This is the typical setup for Tridium installers and customers with meters pushing data to Wattics RESTful API.

It looks like your meter or software system has lost Internet access, meaning one of the following:

- Your meter has been powered off

- Your meter had its network cable removed from the Ethernet port

- The IT department has changed the LAN network settings

- Your software system has crashed

- The PC running your software system has been switched off

You need to get somebody from your team to go and check the meter or software system today, and possibly verify that power and comm cables are as they should be.

You can then check your dashboard to confirm that your system is back online, or you can notify our team at support@wattics.com when the checks have been conducted. We will be able to remotely check and confirm that data is back online.

## Your system uses a Wattics 3G Router

Wattics 3G routers (blue device) are typically used when the use of the wired LAN is not allowed.

The loss of Internet connection with your Wattics Gateway Unit or meters may also be explained by a problem at the Wattics 3G Router. Your 3G router may have been powered off or may have poor or no GSM signal reception.

Follow the steps below to verify that your Wattics 3G Router is operating correctly:

- The power supply cable must be connected to the 3G Router and power source

- A cat5 cable must connect the Wattics 3G Router (any Ethernet port) to the Wattics Gateway Unit or meter

- An antenna must be connected to the 3G MAIN antenna slot

- Both the POWER and CONFIG LEDs must be on

- The sim card has not been removed from the SIM1 slot and the SIM 1 LED is on

- At least one signal strength LED is ON (3 LEDs on indicates maximum signal strength)

Signal strength can also be improved with a better antenna location. Try moving the antenna around closer to wall openings to get a more reliable signal (at least two LEDs on). For deployments in areas where GSM signal is extremely poor, we can supply indoor and outdoor high-gain antennas with long leads, please contact us at support@wattics.com to discuss your requirements.

If all checks are green, you may check that the 3G router is providing a suitable Internet pointusing your laptop:

- Remove the cat5 cable from the Wattics Gateway Unit

- Connect the cat5 cable to your laptop (make sure you have DHCP enabled, which is the default settings on most laptops)

- Open your web browser (Internet Explorer/Firefox/Chrome)

- Try to access wattics.com. If you can then you know that your 3G Router is working as expected.

Please contact us at support@wattics.com if you have any difficulty with getting your system back online.

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## Anthony Schoofs

Chief Technical Officer at Wattics

Anthony drives Wattics' innovation on energy efficiency for industrial and grid environments. Anthony is also behind WSNbuzz.com, a blog covering technology advances within the smart grid and IoT markets, and was listed in 2011 amongst the top 100 IoT thinkers. Anthony was recently awarded the Globe Sustainability Research Award for his contribution to advancing knowledge on sustainability.

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