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FAQ

  • 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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  • 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

     

    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 30 days ?

     

    This article explains how to fetch all the 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 ?
    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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