The location of the asset on the map is incorrect.

Open

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.

Open

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.

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

Open

Open

Open

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 Tools

The parameters in the Panorama Application do not align with the parameter in the Power Center.

Calibration Table Verification

1. Check if there is a calibration table to the gateway and whether it impacts the value.

2. Verify if calibration is required. If not, remove it and recheck to ensure everything is functioning properly.

3. If the issue persists after a few minutes, proceed to the next step.

Layout Issue Verification

1. Check the layout implementation.

2. 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.

A camera generates an unusually high number of snapshots within a short period of time. This may be identified by reviewing the snapshot count, comparing the number of snapshots before and after configuration changes, or checking whether snapshots continue to be generated frequently when there is no relevant activity on site.

Open

1. Open the Panorama application and select the relevant unit.

2. Enter Live View and identify what may be triggering the high number of snapshots.

3. Reduce the camera sensitivity, if needed.

Important: Do not reduce the sensitivity below 60 unless instructed by Galooli Support.

4. If the issue appears to be related to the camera angle, adjust the camera positioning remotely using OTA, when supported.

5. If the issue appears to be related to the camera field of view, adjust the camera zoom remotely using OTA, when supported.

6. If the number of snapshots is still high after the remote adjustments, schedule a site visit to establish a serial connection and configure the relevant areas of interest.

The areas of interest should be configured so that only relevant areas trigger snapshot generation and alerts.

7. During the site visit, inspect the camera lens and field of view and remove any physical obstructions that may affect image quality or trigger unnecessary snapshots, such as spider webs, dirt, loose cables, or other objects.

8. Relocate the camera only as a last resort, if all previous steps did not reduce the number of snapshots.

9. After applying the changes, monitor the snapshot count for several days and compare the number of snapshots before and after the change.

10. If the issue is not resolved, open a ticket with the Galooli Support team and include:

• Unit ID

• Camera number/name

• Snapshot count before the change

• Snapshot count after the change

• Dates and times of the comparison

• Screenshots from Preview mode / Live View

• Actions already performed

• Whether a site visit was performed

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

Open

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.

Open

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.
   Permission Management
   
   

3. In the NOC alarms table, be sure to look at the appropriate category of alarms.
   Galooli NOC Application
   
   

4. Ensure that the alarm is "enabled" and that the "Activation Delay” time is appropriate.
   Galooli NOC Application
   
   

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

   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.

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.

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.

Galooli NOC Application

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.

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

Open

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.

Power Consumption

It appears that the change in the fuel calibration table is not reflected in the system.

Open

1. Open the Manager Application, choose the My Calibrations tool, choose the relevant calibration table.

2. Make the necessary adjustments to the table, then at the "Fuel Mode" select "None" and save the changes.

3. Then, return to the same table and restore the previous "Fuel Mode" option.

Open

A parameter in the X-Ray section of Panorama Live View appears to be incorrect or inconsistent with prior knowledge (e.g., Solar Converters installed: 391447188 – clearly inaccurate).

Open

1. Check Last Update Time

• Check the Last Update Time of the X-Ray tab

  • If it was over 24 hours ago:    

    • Daily scan may not have occurred yet

    • The unit may not be connected

Open

2. Actively Scan the Unit

• Press the Scan button on the expanded X-Ray sidebar (This process may take some time depending on the server load — it can take up to an hour. You’ll know it’s completed when the last update time is refreshed).

  • Check whether the parameters have been updated and are now accurate:

    • Yes > Issue resolved

    • No > Proceed to next step

Open

3. Compare with MIB Browser via SNMP Cut Through

• Perform an SNMP Cut Through to the device (SNMP Cut Through Guide)

  • Compare MIB value with Panorama Live View value

    • Same Value > Proceed to Step 4

    • Different Value > Proceed to Step 5

4. Set the Parameter Manually

• Go to the X-Ray Set Table (X-Ray Set Table Guide)

  • Add a table if needed and set the correct value for the parameter

  • Scan the unit again

  • Check if the value is now correct:

    • Yes > Issue resolved

    • No > Contact Galooli Support - Galooli Support Tools

      • A detailed description of the problem and steps taken so far to resolve it should be included in the ticket.

5. Check Configuration Defaults

• Open the Power Center to find the default configurations for the device (SNMP Device Configuration - Default parameter configs)

  • Compare parameters to see if they match the default

    • Yes > Continue

    • No > Document differences (X-Ray definitions guide) - If this is done correctly, and then a scan is conducted, the issue should be solved.

6. Review Communication Parameters (My Units)

• If parameters differ from default:

  • Ensure they are documented in the Communication Parameters column (X-Ray definitions guide) 

  • If parameters match default OR All variations are correct in the communication parameters AND X-Ray parameter is still incorrect than Contact Support

A detailed description of the problem and steps taken so far to resolve it should be included in the ticket.

When trying to run an API request, such as a Galooli SDK query or a Colocation NOC API request, the request does not return the expected result.

Open

Important Note

This troubleshooting applies to both Galooli SDK queries and Colocation NOC API requests.

In cases where the password includes special characters, the issue is not caused by unsupported characters in the password. Galooli supports special characters. The issue may occur when special characters are sent inside the URL without URL encoding. For example, the # character must be sent as %23

Before The Troubleshooting

1. Save the exact API request that you are trying to run.

2. Identify which API service is being used:

   • Galooli SDK

   • Colocation NOC API

3. Troubleshooting must be conducted using a browser or a relevant API testing tool, such as Postman.

Troubleshooting Steps

1. Review the relevant API documentation and make sure the request is structured correctly.Galooli SDK Tool / Colocation NOC

2. Ensure that API configurations are enabled for the relevant user in the organization Access & Security settings.

3. Verify that the username and password are correct.

4. If the username or password includes special characters, make sure they are URL encoded before sending the request.

   Example:

   Incorrect:

   password=#

   Correct:

   password=%23

This following link will direct you to an external URL Decoder/Encoder tool for encoding or decoding URL strings used in URL-based authentication.

https://meyerweb.com/eric/tools/dencoder/

5. If the request is an SDK query, ensure that the SDK query is updated according to the latest Galooli system parameter changes. SDK Field Changes

6. If the query still fails, run a different API request with the same username and password.

   • If the second request works, the issue is probably related to the original request structure.

   • If the second request also fails, the issue is probably related to the user credentials, permissions, or API configuration.

7. For Colocation NOC API requests, verify that:

   • the user has API Query permission enabled,

   • the Colocation NOC application is enabled for the user,

   • the user has access to the relevant organization or tenant data,

   • the request follows the Colocation NOC API documentation.

8. If the issue is still not resolved, open a ticket with the Galooli Support team and include (Galooli Support Tools ):

   • the full API request structure,

   • the API service being used,

   • the username,

   • the exact error message,

   • confirmation that API permissions were checked,

   • confirmation that URL encoding was tested,

   • the troubleshooting steps already performed.

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

Open

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.

Despite the fact that the event occurred, no email notification is received.

Open

1. Verify that an email is not received only within this particular unit or throughout the entire organization.

2. Ensure that your email address is not blacklisted through the organization manager. How To Remove Email Addresses From The Blacklist?

3. You should make sure that the setting is configured so that when this specific event occurs, an email should be sent (Events) and, make sure that your email is properly documented (Overview).

4. Create and test different event on the same problematic unit in order to determine whether there is an issue with the event or with the unit itself. "Location Request By User" is the recommended event.
   Events

   Open

   

    

   Once you have created the event and updated your email address, enter the Panorama application, select the unit from the organization tree, click on the Live view, and then click on “Request Update”.

Open

5. In the event that you have not received an email after trying all possible methods, please submit a ticket to the Galooli support team. The details of all tests as well as the unit must be included in the ticket. Galooli Support Tools

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

Open

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: Access & Security

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.

When the Power Center displays values that are different from those displayed on the devices.

1. Ensure you precisely identify the incorrect parameter in the Power Center.

   Open

   

For example:

• The “Connection State” may display as “No Connection.”

• The “Voltage” value may be different from the one shown on the device.

2. 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.

3. 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.

Open

6. In 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.