This is the starting point for any report of a meter that is not reading, reads only some of the time, or arrives with poor signal. It shows what to check remotely first, which on site guide to open, and when a site visit is needed. Background on each technology is in the Wired MBus, Wireless MBus, LoRaWAN and Heat Meters sections, linked below.
Step 1: work out the pattern
How many meters are affected is the fastest clue to where the fault is. Look at the platform before anything else.
| What you see | Most likely area | First check | Guide |
|---|---|---|---|
| Every meter on a site has stopped | Gateway, MBus master or receiver, or its SIM or network connection | Is the gateway or master online? Check power, SIM and signal. | LoRaWAN, Wireless MBus or Wired MBus and Data Logger |
| A whole floor or riser has stopped | Break in a wired MBus riser, or radio path blocked or out of range of that floor | Compare the affected meters with their neighbours above and below. | Wired MBus or Improving Poor Radio Signal |
| One meter has stopped | The meter, its battery or its position | Check last seen, battery and signal for that meter. | The guide for its communication method |
| Meters read but with gaps | Marginal signal, weak battery or interference | Check signal values over the last few days. | Improving Poor Radio Signal |
| Readings arrive but are wrong or zero | Meter fault, parser or decoder, or a wrong configuration | Compare with the meter display and any error code. | Heat Meter Fault Finding and Error Codes and Common Faults |
Step 2: check what the platform already tells you
- The time of the last reading and the time the meter was last heard. A meter heard recently but not read points to a decoding or key problem. A meter not heard at all points to power, radio or range.
- Signal strength and quality for each message. See the table below.
- Battery state, where the meter reports it.
- Gateway or receiver status, and whether other meters on it are still reporting.
- The last change made: a battery swap, a firmware update, a new gateway, a changed key or building works.
| Technology | Healthy | Marginal | Poor |
|---|---|---|---|
| LoRaWAN (RSSI at the gateway) | Stronger than minus 110 dBm | Minus 110 to minus 120 dBm | Weaker than minus 120 dBm |
| LoRaWAN (SNR) | Above zero | Zero to minus 10 dB | Below minus 10 dB, or spreading factor stuck at SF12 |
| Wireless MBus (signal at the receiver) | Stronger than minus 90 dBm | Minus 90 to minus 105 dBm | Weaker than minus 105 dBm |
These are rough guides. Check the receiver or gateway datasheet for its true sensitivity.
Step 3: what can be fixed remotely
- Meter and key details on the platform: a mistyped meter ID, DevEUI or encryption key.
- A decoder or parser that does not match the meter firmware.
- A gateway that has dropped off the network, where the product allows a remote restart. The ZENNER B.One Gateway and the Elvaco Edge can be configured and updated remotely.
- SIM status, which you can ask Sycous to confirm if a SIM based gateway will not connect.
- Reporting intervals that were left at a test setting.
Good to know: Do not arrange a site visit where every meter has stopped before you have checked the gateway or master, its SIM and its power. Most whole site outages are solved there.
Step 4: when to go to site
- The gateway or master is offline and a remote restart does not bring it back.
- The signal is marginal or poor and the meter is correctly set up. This needs a better position, antenna, repeater or extra gateway.
- A meter shows an error code or a blank display.
- Wired MBus voltage is wrong or a short circuit is suspected. This must be done by a qualified electrician.
- Readings are wrong and need comparing against the meter display.
What to take with you
- The site schematic and the meter list with IDs, addresses and keys.
- A multimeter for MBus and mains checks, used by a competent person.
- A phone or laptop with the commissioning tool for the product, for example the Elvaco Play app for the Elvaco Edge.
- Spare antennas, spare batteries and cable ties.
- Photos or notes of the equipment before you touch anything.
Warning: Take care on live pipework, mains supplies and MBus lines. Isolate before working and use a qualified electrician where the guide says so.
Which guide next
- Quick Approach to LoRaWAN Fault Finding
- Quick Approach to Wireless MBus Fault Finding
- Quick Approach to Wired MBus and Data Logger fault finding
- Quick Approach to Heat Meter Fault Finding and Heat Meter Error Codes and Common Faults
- Improving Poor Radio Signal at a Site
- Background reading: Understanding LoRaWAN, Understanding Wireless MBus, How Heat Meters Work and Which Suits the Site
Frequently asked questions
Why is a meter not reading?
The usual causes are a gateway or master that is offline, a flat battery, a radio or sleep mode, poor signal, a wrong key or address, or a fault in the meter itself. The number of meters affected shows which one to check first.
What does poor signal mean for a meter?
The message reaches the gateway or receiver weakly, so some are missed. It often shows as gaps in the readings rather than a total loss.
Do I need a site visit when one meter is offline?
Check the meter battery, signal and key remotely first. If they look fine, the meter or its position needs a visit.
Who can help if the guides do not solve it?
Email info@sycous.com with the site name, meter IDs, the last reading time and the signal values from the platform.
Need a hand on site? Contact Sycous at info@sycous.com and have the details from the checklist above ready.