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FAQ & troubleshooting

Short answers to the questions that come up most, each linking to the page that covers it in depth. If something here contradicts what you see on screen, trust the screen and let us know — the docs track the app, not the other way around.

Why does a sensor show “Never” / sit under Awaiting right after I enrol it?

Section titled “Why does a sensor show “Never” / sit under Awaiting right after I enrol it?”

Liveness is derived from telemetry, not set at enrolment: a sensor is Live once its first uplink lands and Awaiting (“no uplink yet”) until then, with a last‑seen of Never. This is normal for a freshly enrolled device — it appears in the fleet immediately but only reports on its next scheduled uplink (typically within the device’s cadence). See enrol a sensor and metrics & telemetry.

How do I tell healthy, degraded, and offline sensors apart?

Section titled “How do I tell healthy, degraded, and offline sensors apart?”

The device health chip has three states, each with a distinct glyph (not colour alone):

  • Online — reporting normally.
  • Degraded — battery under 30%, or radio signal at or below −113 dBm (a critically low battery, under 15%, ranks higher still).
  • Offline — no uplink ever, or none for roughly 6 hours (STALE_AFTER_MS). The staleness detector raises an offline alert for these.

See the Sensors screen and the stale comparator under alert rules.

Why does a dashboard widget show “No data”?

Section titled “Why does a dashboard widget show “No data”?”

Three usual causes, in order of likelihood:

  1. The metric isn’t mapped on the bound asset’s device profile — the decoder never produces it, so there’s nothing to plot. Check the device profile.
  2. No recent telemetry — the sensor is Awaiting or Offline, so its shadow is empty or stale.
  3. The wrong asset or metric is bound to the widget — re-open the widget config and re-select.

See metrics & telemetry for the shadow/staleness model.

How do I add a widget to a dashboard?

Section titled “How do I add a widget to a dashboard?”

Open the dashboard, enter Customize, add a widget, bind it to an asset and metric, then arrange the grid and save. The full walkthrough (with video) is in build a dashboard.

Why didn’t an alert fire when I expected it to?

Section titled “Why didn’t an alert fire when I expected it to?”

Alerts aren’t instantaneous. Check, in order:

  • Evaluation delay — the evaluator sweeps periodically (aligned with the telemetry pipeline), not on every reading.
  • Debounce — value comparators require the condition to hold over N consecutive readings before they trip.
  • Window not closed — windowed comparators (rate, pct_over_baseline, min_over_window) only decide once the trailing window has enough data.
  • Rule paused, or out-scoped — a more‑specific rule on the same (asset, metric) wins (most‑specific‑wins), so a tighter asset rule can mask a broad class one.

See alert rules and the comparators reference.

How do I reset a forgotten password?

Section titled “How do I reset a forgotten password?”

On the login screen, use Forgot password? and enter your account email — you’ll be sent a reset link that opens the reset form. No administrator action is needed; the whole flow is self‑service.

What do the roles mean?

Section titled “What do the roles mean?”

Five roles nest from least to most privileged: Viewer ⊂ Operator ⊂ Engineer ⊂ Admin ⊂ Owner. Viewers read; Operators acknowledge alerts; Engineers configure assets, rules, and dashboards; Admins manage members; Owners hold billing and tenant control. Each role is granted at a scope (organisation, project, or group). See the roles reference and projects & access.

Can I bulk-import assets from a spreadsheet?

Section titled “Can I bulk-import assets from a spreadsheet?”

Not yet — assets are added one at a time from the Assets screen, each placed in its site and given a class. A CSV import path isn’t available in this version; it’s on the roadmap.

What is “NRW”, and how is the apparent‑NRW figure calculated?

Section titled “What is “NRW”, and how is the apparent‑NRW figure calculated?”

NRW (non-revenue water) is treated water put into supply but never billed — leakage, metering error, and unbilled use. The billing screen’s Apparent NRW figure is the simple water balance: (bulk inflow − billable volume) ÷ bulk inflow, expressed as a percentage, and it flags critical above 20%. See the Billing screen and the glossary.

How do I export a report as PDF or CSV?

Section titled “How do I export a report as PDF or CSV?”

The format follows the report kind: paged reports render to PDF (an on-demand export, or as a scheduled delivery), and data extracts render to CSV. Use the export action on the report, or attach a delivery schedule. See build a report and the Reports screen.

Where do I find the device profile for a specific meter type?

Section titled “Where do I find the device profile for a specific meter type?”

Device profiles are registry-managed, not a catalogue you browse in the UI — each one carries a vendor, model, and metric map (the decoder). You pick the matching profile from the dropdown in the enrol dialog; if the model you need isn’t listed, it hasn’t been added to the registry yet. See device profiles.

Who receives alert emails, and why can’t I opt out of one?

Section titled “Who receives alert emails, and why can’t I opt out of one?”

In this version, every member with the Operator role or above in the tenant is emailed when an alert opens — a deliberately simple heuristic. Per-user notification subscriptions (choosing which alerts reach you) are planned but not yet available, so there’s no per-alert opt-out today. See alert notifications.

How do I schedule a report, and what gets delivered?

Section titled “How do I schedule a report, and what gets delivered?”

Attach a delivery schedule to a saved report from its row: pick a cadence (daily / weekly / monthly, in UTC) and a list of recipient email addresses. On each run the report regenerates in the background and is emailed to the recipients in its native format (PDF for paged reports, CSV for extracts). See scheduling & delivery.

How do I open the command palette or navigate by keyboard?

Section titled “How do I open the command palette or navigate by keyboard?”

Press ⌘K (macOS) or Ctrl+K (Windows/Linux) anywhere to open the command palette and jump to a project, group, asset, device, or dashboard. The full shortcut list is in the keyboard reference.

What do “organisation”, “project”, and “group” mean for access?

Section titled “What do “organisation”, “project”, and “group” mean for access?”

An organisation (tenant) is the hard security boundary — row-level security keeps one tenant’s data invisible to another. A project is an operational workspace inside it, and a group is a subtree of assets within a project. A role grant is pinned to one of these scopes, so you can give someone Operator on a single group without exposing the rest. See projects & access and the glossary.

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