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FAQ

  • What happen if my Box or Hub lost network connection?

     

    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 Box or the Hub (Remote Hub) 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 Box or the Hub
    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,
     
    Best,
     
    Wattsense Support Team
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  • Questions about security

    WITH THE SIM CARD ACTIVATED

    You can find our documentation related to the security of the BOX and Remote HUB 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.

    NOTE: 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 Box/Hub license at anytime ?
    Sure !
     
    You can easily upgrade your Box/HUB 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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  • Why my HUB is experiencing disconnection with Wattsense Application ?
    The hub is using the remote NDIS device for connection:
    https://docs.microsoft.com/fr-fr/windows-hardware/drivers/network/remote-ndis--rndis-2
     
    When you'll connect your HUB, you'll see in your IP laptop configuration something like this:
     
     
    Be sure that your ethernet HUB configuration is not in that range of address, otherwise you'll encounter unexpected behaviour.
     
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  • Can I fetch my data from more than 30 days ?

    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
    • 30 days after having received the data, it is no longer accessible via the immediate access API, and the user console, but is still available via the archive retrieval one
    • At the end of your device subscription, you are offered a delay of 6 months to download your archives, before they are permanently removed
    •  
     
    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 ?
    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
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