The location of the asset on the map is incorrect.

1. Open the Power Center and make a connection via OTA connection to the gateway.

2. Ensure that the hardware version of the gateway has been updated, if not, update it via the Galooli solution >> My versions tool as a standard procedure.

3. Move the gateway outside to a location where GPS reception is better for 5-10 minutes until the location is corrected. In the event that the process is not successful, proceed to the next section.

4. By using the Power Center, you can manually set the location of the gateway. The unit configuration should be read, the relevant data should be changed, and the configuration should be written. In order to determine whether the location has changed, check the map in the Panorama application.

5. In the event that the location has not been changed, please open a ticket with the specific example and describe the actions you have taken.

Whenever a summary report that should logically display data is run, the displayed data is zero.

1. To determine the specific day when the issue occurred, run the same summary report with the “Data Aggregation” set to "daily".
   

2. Following the identification of a problematic day, you should prepare a detailed report on a particular day and specific unit. A detailed field must be located on which the summary field that returned the result 0 in the original report was based.
   To determine which summary field is based on which detailed field, please refer to this link.
   

3. In the event that there is data in the detailed report but not in the summary, please open a ticket with the specific example and specify whether it is a specific unit/group of units or the entire organization as well as whether it is one summary field, multiple summary fields, or all summary fields.

The NOC alarms table does not display an alarm, despite the fact that the alarm is active.

1. Alarm Status (Physical Device) - Ensure that the alarm is indeed active on the source device (Rectifier/Generator). As long as the alarm is active, you may proceed to the following steps to ensure that the alarm is displayed in the Galooli Solution.
   

2. You should ensure that you have access permissions to view the site in order to view the actual alarm.
   https://galooli.atlassian.net/wiki/spaces/KP/pages/2584182813/Permission+Management#Clusters-Permission
   

3. In the NOC alarms table, be sure to look at the appropriate category of alarms.
   https://galooli.atlassian.net/wiki/spaces/KP/pages/2483945485/Galooli+NOC+Application#Alarms-Table
   

4. Ensure that the alarm is "enabled" and that the "Activation Delay” time is appropriate.
   https://galooli.atlassian.net/wiki/spaces/KP/pages/2483945485/Galooli+NOC+Application#Add-Alarm
   

5. Verify that the site/unit in question is configured as "Certified"

   https://galooli.atlassian.net/wiki/spaces/KP/pages/2830041108/Information#Additional-Information

Assuming all of the above sections are correct, you will need to determine whether this is a real-time alarm or a historical alarm you wish to investigate, and if this is the case, continue to work with the table.

Real Time Case Study

In the event that the alarm is activated now, then locate the unit in the Panorama application organization tree and, using the Live mode, locate the alarm in its relevant card.
Site Unit View

Then check the NOC application to see if the alarm appears in the alarms table.

Historical Case Study

If the alarm occurred in the past, the Pro application detailed report can be used to locate the alarm.
Detailed Reports

To compare the relevant field in the detailed report with the NOC alarm, use the NOC alarm table documentation >> “System Parameter Name” column.

NOC Alarms List

To locate the alarm, use the NOC System Log menu.

https://galooli.atlassian.net/wiki/spaces/KP/pages/2483945485/Galooli+NOC+Application#System-Log

If the alarm was found in Panorama application or Pro application, but not in NOC application, please open a ticket to the Galooli support team. A detailed description of the problem and steps taken so far to resolve it should be included in the ticket.

When trying to use the Galooli SDK service and not receiving the desired result.

Before The Troubleshooting

1. In order to conduct an effective investigation of the issue, you should save aside the SDK query that you are trying to run.

2. Please read the Galooli SDK https://galooli.atlassian.net/l/cp/skYcKe5W

3. Troubleshooting must be conducted using a browser

The Troubleshooting

1. Service Limitation & Requirements

2. Ensure that API configurations are set for the relevant user in the organization Access & Security settings - https://galooli.atlassian.net/wiki/spaces/KP/pages/2581987333/Access+Security#APIs-Restrictions

3. Make sure the query is written correctly. Pay attention to the username and password. To build a correct query, it is important to follow the instructions of Galooli - How To Construct My Request?

4. If the query still fails, run a different query with the same username and password, this way you can determine if the issue is the query itself or a wrong definition of the username and password.

   1. If the new query works, then the issue is with the original query's structure. Create the query from the beginning - How To Construct My Request?

   2. If the new query does not work, please review the documentation at https://galooli.atlassian.net/l/cp/fX27q6Wd to understand how to troubleshoot the issue.

5. In the event that all the steps described above did not resolve the issue and the query still fails, please open a ticket to the Galooli support team. A detailed description of the problem and steps taken so far to resolve it should be included in the ticket.

When performing a password reset, but no email confirmation is received from the system.

1. Press the “Forgot Password” option again and check your email inbox and your spam folder too.

2. Verify that your email address is not blacklisted. Ask another user in the organization to perform the operation as follows: https://galooli.atlassian.net/wiki/spaces/KP/pages/2581987333/Access+Security#Blacklist-Removal

3. It is recommended that you try to recover the password again if the email address is not on the blacklist.

4. In the event that none of these steps are successful, open a ticket to the Galooli support with the user's information. The ticket should contain all the details and actions taken so far.