Water showing zero, or no readings at all

The Augos unit being online and the water being counted are two different things. A perfectly healthy pulse unit will report zero all day if the pulse signal is not reaching it, or if your own water meter has stopped turning. The triage below separates the two in a few steps.

The triage ladder

1. Is the Augos unit online? Support can see this in seconds. If it is not, this is an offline meter question. See My meter is offline.

2. Is the pulse cable intact? Your water meter should have a cable running out of it to the Augos unit. Check that the cable is still connected at both ends. The Augos unit carries a serial number on a white sticker on its side; quote that to support so everyone knows which unit is being discussed.

3. Does the water meter itself move under flow? Run water and watch the meter face. A short video is the most useful thing you can send. If the meter does not turn while water is flowing, the fault is in your own mechanical water meter, not in anything Augos installed, and the meter needs replacing.

4. Which pulse unit is it connected to, and where? Send a clear photograph showing where the pulse unit connects to the water meter. This separates a pulse-generation fault from a pulse-wiring fault.

5. Wiring polarity. After a replacement or a reinstallation, a unit that is online but counting nothing very often just has its two pulse wires the wrong way round. Swapping them is a two minute job.

What you will see

• Consumption flat at zero while the unit shows as connected.
• Water readings stop on a date, with electricity on the same site unaffected.
• Nothing counted after a contractor removed and refitted the water meter.
• Two water points failing at exactly the same moment.

The two-points-at-once case

If two logical water points fail together, check whether they are fed from the same physical Augos unit. One device failure takes out both readings and looks like a coincidence. Ask support which unit each point sits on, then have someone read the error code on that unit's screen.

What to do

1. Work down the ladder above.
2. Email support@augos.io with what you found at each step, the point paths, and the video and photographs.
3. If a site visit is needed, Augos will quote for it. The reason for the questions first is to avoid sending someone to look at a healthy unit.

Good to know

• Historical water data is not lost when the report view looks empty. Ask support to confirm the monthly totals if you need reassurance before month end.
• A replacement pulse transmitter is couriered with a waybill for the return of the old unit.
• The meter uploads its files hourly, at half past the hour. If you are testing on site, time the work just before the half hour so you are not waiting an hour to see whether it worked.
• Only two things commonly kill these units: battery end of life at around four years, and water damage. Mounting position is the preventable one.

Still stuck

Email support@augos.io with the point paths, the Augos unit serial from the white sticker, a video of the water meter face under flow, and a photograph of where the pulse unit connects.