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FAQ

  • What power supply is recommended to power the Wattsense Box ?

     

    This article details the power supply specifications for the Wattsense Box.

     

    How is the box powered ?

    The power supply must meet the following requirements :

    Stabilized power supply input: 85-264 V AC output: DC 24 V +/-10% / 2 A.

     

    Recommended power supplies

    The following models have been tested and approved by Wattsense :

     

      Reference:
    Article.powerSupplyTraco50-124.png Traco power TBLC 050-124a
    Article.powerSupplyTDKDSP30-24.png TDK-Lambda DSP30-24

     

    If you need any information, please contact us: here 

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  • What happens if my Tower or Bridge lost network connection ?

     

    This article is about the Tower or Bridge network connection lost.

     

    Wattsense always helps customers to get the best remote connectivity by monitoring and identifying issues at a very early stage. However disconnection sometimes takes place because the remote connection fades.

    At Wattsense, our customers’ data delivery is a priority.

    Our solution is designed to overcome such situations when the Tower or the Bridge (Remote Bridge) can’t upload data to the server. There are mechanisms in place to retain data (100K measurements) during that blackout period and send the data to the server when communication is reestablished.

    In case the disconnection is extended for more than a day and the device does not pick up the network, please follow this procedure:

    1. Do not reboot or switch off the Tower or the Bridge
    2. Contact your support representative at Wattsense by submitting a technical support request here

    Step 1 is very important to avoid losing data.

    Wattsense will get in touch with you right away and investigate the root cause.

    Please feel free to contact us if you need any additional information,
     
    If you have any problem, please do not hesitate to contact us: Wattsense Support
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  • Where the data are stored?

    All data's are stored in Europe.

     

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  • Missing Data? How to debug?

    Are you encountering data loss or missing data with your Bridge or Tower? A good starting point is to follow these steps to comprehend and troubleshoot the problem:


    Step 1: Verify the Box connectivity

    For a Bridge: Ensure you have correctly interpreted the Bridge's status: Bridge connection status in the Wattsense console.


    For a Tower: Confirm that the Tower is properly connected and all statuses are green in the user console.

    If not:

    Inspect the hardware to ensure the device is correctly powered and all LEDs are functioning as expected.

     

    Step 2: Verify Protocol connectivity

    Ensure you have consulted the dedicated tutorials for each protocol provided with our products. Following these guides will help you determine if the issue originates from there.

    Link to the troubleshooting tutorials

     

    Step 3: Contact Wattsense support Team

    Should you find that data are still missing after all these investigations, please reach out to the Wattsense Support Team at support@wattsense.com, and we will respond promptly.

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  • How to read the LED status of the Wattsense boxes

     

    This article describes the meaning of the LED status of the Wattsense Tower or Bridge. The LED lighting is available for each type of communication interface (Ethernet RJ45, RS485, USB, KNX …) as well as the box power supply.

    Full description table

    LedsWattsenseBox.jpg

    For wired protocols: such as Ethernet RJ45, KNX, M-Bus, Modbus RS485, and LPB (X-Bus), the LEDs blink when there is traffic on the bus and remain off when in standby mode.

    For wireless protocols: The LoRaWAN LED is not monitored, so it remains off, while the GSM LED blinks when connected to the GSM network.

    For box status: The power supply LED should be on, and the Heartbeat LED should blink.

     

    Please contact us if you need any additional information : Wattsense Support

     

     

     

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  • Questions about security

     

    This article answers some questions about security.

     

    WITH THE SIM CARD ACTIVATED

    You can find our documentation related to the security of the Tower and Bridge following this link :

    https://wattsense.com/resources/iot-security/

    Communication over the existing Internet infrastructure plays an important role in providing value-added services to our customers.
    Each Wattsense Box connects to our IoT platform using 4G or other means of Internet connectivity to send and receive data. This type of bi-directional and real-time communication is challenging to secure and requires great emphasis over data security and privacy.
    At Wattsense, offering a secure network connection to our users is crucial, and various measures have been taken to ensure enterprise-grade security and privacy across different domains. In this article, we introduce some key concepts to explain our robust security model and how we ensure that data is protected from any attacks.

     

    An overview of the communication paradigms at Wattsense

     

    WITH THE SIM CARD SUSPENDED

    You can also choose to ask the Wattsense Team to suspend your SIM card.
    Doing that, the internet connectivity has to be handle by the ethernet.

     

    PointDexclamationSmall.png

    You'll have to open these port :

    https://support.wattsense.com/hc/en-150/articles/7338320624925-Required-open-Port-in-a-network-for-Box-Remote-HUB-with-sim-card-suspended-

     

    Then the Wattsense product will be part of your security system (firewall, VPN, etc...), so it will be as secured as your network is.

     

     

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  • Is it possible to extract the configuration made of the different Equipments and Properties, on the wattsense console ?

     

    It's not directly possible to extract the configuration from the user console, but you'll be able to do it using the API.

     
    Link of the documentation: API documentation Config management
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  • Can I upgrade my Tower/Bridge license at anytime ?
    This article is about upgrading Tower/Bridge license.
     
    You can easily upgrade your Tower/Bridge subscription by contacting your distributor sales contact or Wattsense Team.
    Please fulfill the form: Upgrade my device
     
    Feel free to contact us if you need any additional information,
     
    Wattsense Support Team
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  • Can I fetch my data from more than two years ?

     

    This article explains how to fetch all the data from more than two years.

    Wattsense stores data in two different locations, in a database that we qualify as "hot", i.e. data is immediately accessible via the API, and is archived in a "cold" storage location. Data's lifecycle is as follow:

    • When data is received it's available in the user console and using the List Device Properties Values API
    • The next day, the data can be recovered using the Request an archive API. (Data is available over two rolling years (since Jan 26th 2024))
    • Then, when data is no longer accessible via the archive API : you have to use Archive retrieval API.
    • At the end of your device subscription, you are offered a delay of 6 months to download your archives, before they are permanently removed
    Article.FetchDataSchema.png
     
    Please find the related tutorial on how to use the Archive Tab :  HERE
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  • What are the default DNS server used by Wattsense products ?
    This article is about the default DNS server used by Wattsense products
    Here is the List of default DNS used by Wattsense products : 
     
    nameserver 1.1.1.1
    nameserver 8.8.8.8
    nameserver 8.8.4.4

    If you have any problem, please do not hesitate to contact us: Wattsense Support

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