Welcome to the troubleshooting guide for optimizing energy efficiency and monitoring with our hardware and software solutions. As a leader in the field of energy management, we understand the importance of maintaining peak performance to maximize savings and minimize environmental impact.
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Panorama/Mobile App
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How to Detect the Fault? | Troubleshooting Steps |
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It appears that all the units in the organization tree are disconnected. Disconnected units are displayed in gray color.    | In case not all of the units are disconnected, it is not a Galooli system failure and most probably related to a local network issue. If all the units in the organization tree are disconnected it can be one of the two: Galooli system failure. Local network issues.
First step is to verify that the local network is up: Check with your communication provider if there is a known issue. Use a different communication provider in one of the units or in a test unit, if the unit is communicating with Galooli’s cloud then the issue is local.
4. In case even after testing with a different communication provider there is no communication escalate the issue to Galooli. Galooli Support |
Different Data Values Between Platforms
How to Detect the Fault? | Troubleshooting Steps |
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The parameters in the Panorama Application do not align with the parameter in the Power Center. Image - TBA | Calibration Table Verification Check if there is a calibration table to the gateway and whether it impacts the value. Verify if calibration is required. If not, remove it and recheck to ensure everything is functioning properly. If the issue persists after a few minutes, proceed to the next step.
Layout Issue Verification Check the layout implementation. Investigate additional units with the same layout: If no issue is found in other units, contact Galooli Account team. If the problem is isolated to a single unit, perform an in-depth review of the unit's configuration.
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Pro
Summary Report With No Values
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How to Detect the Fault? | Troubleshooting Steps |
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When trying to use the Galooli SDK service and not receiving the desired result.  | Before The Troubleshooting In order to conduct an effective investigation of the issue, you should save aside the SDK query that you are trying to run. Please read the Galooli SDK https://galooli.atlassian.net/l/cp/skYcKe5W Troubleshooting must be conducted using a browser
The Troubleshooting Service Limitation & Requirements 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 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? Ensure that the SDK queries are updated to align with the latest changes to Galooli system parameters - SDK Field Changes 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. 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? 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.
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.
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How to Detect the Fault? | Troubleshooting Steps |
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When performing a password reset, but no email confirmation is received from the system.  | Press the “Forgot Password” option again and check your email inbox and your spam folder too. 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 It is recommended that you try to recover the password again if the email address is not on the blacklist. 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.
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Power Center
Data Value Mismatch Between Power Center and Device
How to Detect the Fault? | Troubleshooting Steps |
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When the Power Center displays values that are different from those displayed on the devices. | Ensure you precisely identify the incorrect parameter in the Power Center.  Image Added
For example: The cause of these malfunctions may be that the “Command Code” or “Address” in the Power Center does not match the information in the device's datasheet. Locate the parameter in the Power Center and ensure that the “Command Code” and the “Address” matches the information in the device's datasheet. If they do not match, update the information in the Power Center and perform a Write Configuration.
 Image AddedIn the event that none of these steps are successful, open a ticket to the Galooli support with the device information. The ticket should contain all the details and actions taken so far.
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