My meter is offline

Read the error on the meter's screen and send it to support@augos.io. That one piece of information decides everything that follows. Then reset the meter by pulling its fuses for a few seconds. Most offline meters come back on their own or after a reset, and publish everything they buffered while they were away.

What you will see

• No data on the platform from a specific date.
• The date picker will not go past a certain day.
• A month missing from the selector.
• An error on the meter's screen: a signal error, a network or CME error, a modem configuration loop, a SIM card holder error.

The ladder

Work through these in order. Each step rules out a whole class of cause.

1. Photograph the meter screen. The on-screen error is the single most useful diagnostic. Send the photo to support. If you can, take a short video that captures the moment communication drops, not just a few seconds of the screen.

2. Reset the meter. Pull the meter's fuses so it loses power for a few seconds, then push them back. When the startup process completes, the screen shows the signal strength and the file count starts climbing. A signal strength above at least 12 is considered solid.

3. Check the antenna. It should be clear of obstruction and mounted as high as practical, and outside or above the distribution board or mini-substation rather than buried inside it.

4. Check the power. A meter showing nothing at all is a power problem, not a network one. Check the fuses and the supply. A loose connection inside a plug top has caused this.

5. Ask support to check the SIM. Support can see the data allocation remotely. A clean stop on a specific date with no site event is the classic signature of an exhausted data allocation, and it is fixed remotely by the network operator.

6. Swap the network. If coverage is the problem, Augos couriers a SIM on another network. Where a site has several meters, swapping SIMs between two of them first is a cheap way to tell a SIM fault from a meter fault: if the fault follows the SIM, it is the SIM.

7. Antenna upgrade or replacement. Chronically weak sites may need a high-range antenna, quoted separately. Some positions, a basement or a shielded room, cannot be made to work at all, and it is better to say so.

What Augos will do

Support can reset the meter remotely, check the network and data allocation, read the publishing log, arrange a replacement SIM by courier, quote a high-range antenna, and quote a replacement meter with installation.

Good to know

• Your data is not lost. Meters that are not off hold readings in onboard memory and publish the backlog once they reconnect. Expect the platform to fill in gradually rather than all at once. Watch progress on Technical Analysis.
• A meter that comes back after a long outage takes a while to work through its memory. That delay is normal.
• "Offline" and "behind" are different. Offline means nothing is arriving at all. Behind means buffered data is arriving late. Several meters showing the same last-seen time usually means they are all catching up together, not that they all failed at once.
• If the meter fails to complete its startup process after a reset, and it is old, replacement is usually the honest answer rather than another reset.
• A fault that follows the SIM to a different installation point is a faulty SIM. A fault that stays with the point when you move the SIM is the installation: the meter, a current transformer, a fuse, or wiring. See Is the meter faulty.

Still stuck

Email support@augos.io with: the point path, the date data stopped, a photograph of the meter screen showing the error, and whether a reset has been tried.