Who can modify this feature?
- Partner
- Company/Network Admins with write access
- Meter Support
What does this alert mean?
A device offline alert means that the Meter device has not been able to reach the Meter Dashboard for at least 5 minutes. Typically, the devices will be offline (powered off), or a bad network configuration causes devices to go offline.
There is a possibility that the device(s) are up and running locally, but are unable to reach the Dashboard.
If there is a WAN Down alert, individual device offline alerts will not fire. If there are multiple devices offline, the alert will be grouped into one email.
What do I do if I receive this alert?
Meter Support will be proactively reaching out to you shortly. If you have not seen an email come in from Support yet, please open a ticket by logging into dashboard.meter.com and clicking on the support button found on the bottom left of the page.
or email support@meter.com
Steps to take for each type of device are found below.
Meter Security Appliance Offline
If this alert fires for the Meter Security Appliance (SA), it has lost all ISP connections and can not connect to the Meter Dashboard via LTE.
Check for power - ensure that the front-facing device LED for power on the SA is illuminated, along with other status indicators:
If no LEDs are illuminated, try a different power source.
If power is on, follow the same steps outlined in WAN Down<insert hyperlink to WANDOWN KB>
Meter Switch Offline
Check for Power - the switch will have multiple status LEDs on the front. If there is nothing lit, try a different power source.
Bad trunk port configuration - if a bad configuration was set on a switch trunk link, causing the switch to go down, a failsafe will revert the configuration in 15 minutes. Meter device uplinks need to be set to trunk native 1. See How To Edit Ports.
Hardware Reset - If the switch appears powered on and has not reached the dashboard for more than 15 minutes, use the hardware reset button on the front of the switch (this is a pin reset that requires something like a paperclip to press).
Meter Access Point Offline
Bad trunk port configuration - A bad configuration set on a switch trunk link can cause the access point to go down. Meter device uplinks need to be set to trunk native 1. See How To Edit Ports.
Cycle POE - If the AP appears powered on, and the switchport config is set properly, cycle POE on the connected port with the actions menu on the switchport.
Meter PDU Offline
Bad trunk port configuration - A bad configuration set on a switch trunk link can cause the PDU to go down. Meter device uplinks need to be set to trunk native 1. See How To Edit Ports.
Hardware Reset - If the PDU appears powered on and has not reached the dashboard for more than 15 minutes, use the hardware reset button on the front of the switch (this is a pin reset that requires something like a paperclip to press).
Still have trouble?
It is Meter’s top priority to ensure that the network is up and running. Please contact Meter Support by opening a ticket in the Meter Dashboard.
Or email support@meter.com anytime you believe you are experiencing an outage.
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