It appears that all the units in the organization tree are disconnected. Disconnected units are displayed in gray color.

1. 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.

2. If all the units in the organization tree are disconnected it can be one of the two:

   • Galooli system failure.

   • Local network issues.

3. 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

In an attempt to open the Galooli solution, an error is displayed.

1. Check the quality of your internet connection

2. Change the internet provider company and try opening the Galooli solution again

3. If the previous step did not work for you or if you do not have a second internet provider, you may wish to clear the DNS cache.

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.

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.

The Power Consumption tool does not display a unit when attempting to locate it.

There are certain conditions that must be met by the user and the unit in order to see the unit in the Power Consumption tool.

The following link provides a complete list of conditions.

https://galooli.atlassian.net/wiki/spaces/KP/pages/2919792687/Power+Consumption#Unit-Display-Conditions

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