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Troubleshooting Approach for AquaSense SV1 or AquaFlow SV2 Smart Valves, and AquaFlex

This article describes how to help a User troubleshoot an issue with their Aquana hardware.  

Introduction

This document describes how to help a User troubleshoot an issue with their hardware or software.  We will discuss types of issues that may be encountered, how issues are surfaced, and troubleshooting recommendations.

IMPORTANT:  Always ask the User for more context about the model and the configuration that they are using before providing troubleshooting steps.  

Types of Issues

First a quick overview of the types of issues that may surface:

  • Device is not checking in, exhibited by Missed Check-In alerts in AquaControl
  • Valve commands are not being executed, exhibited by Missed Command Response alerts in AquaControl
  • Valve position changes are not being completed correctly, meaning if the User chooses to Close the valve, AquaControl may report that the valve is closed, but the user, through their water metering platform either AquaControl or 3rd party, is exhibiting water flow.  

Where issues can be seen

  • Most issues will become apparent in AquaControl due to the Rules and Alerts that are configured for the device.  
  • The valve itself WILL NOT DISPLAY ANY ERRORS OR ERROR LIGHTS.  The User will only see issues through the AquaControl alerts and notifications that are triggered.  The only light that exists is on the AquaSense or AquaFlow under the lid, which is hard to see.  This light only comes on for a few minutes after reboot, then it goes dark.  So, there's not much to gain by looking at the device itself, except by examining the valve body itself if the user is encountering positioning issues. 
  • The Aquana Mobile app does not contain any alerts other than a count of alerts on the Dashboard account card.  There is no way to click into these alerts to understand them in the Mobile app.  

Hardware Profiles

This section explains some basic points about each device type. 

IMPORTANT:  Each hardware model is an entirely different part number.  i.e. You cannot configure LTE-M valves for LoRaWAN and visa versa.  Please point this out to the User when relevant so it doesn't confuse them.  

  • AquaFlow SV2 Cellular LTE-M
    • This is our standard IP68 waterproof LTE-M model for our Water Utility market applications where fixed networks or gateways are not desired.  
    • This product comes in 3 sizes, 1/2", 3/4", and 1".  
    • The valve body itself utilizes NPSM straight meter thread, male on one side and a female swivel nut on the other.  The female side is designed to connect to a standard male NPSM thread water meter as an assembly.   The assembly should be installed using standard meter couplers.
    • Our Real Estate market application less frequently utilize this model in outdoor locations where gateways are not desired or practical.
    • This model can be ordered with or without a "meter cable" which enables remote meter reading (AMI) and flow based constant and high flow detection with automatic shutoff capability. 
    • Most of our Water Utility use cases are for valve only for remotely turning water off and on for customers that are habitual delinquent payers.
    • This unit is connected to an external through the lid antenna.  The antenna is installed through a plastic meter box/pit lid with about 1/2" of the antenna poking out the top and ADA compliant.
    • Our default LTE-M carrier is AT&T.  We do also have a separate model that supports Verizon LTE-M.
    • Ultimately, we do not control the performance of the cellular carrier tower.  This is noted in our product warranty. 
    • LTE-M models consume the most battery life.  They are required to use a minimum check-in interval of 8 hours.  Our default is typically 12 hours in order to expand the boost duration to 36 hours for a 1 hour boost check-in interval configuration.  
  • AquaFlow SV2 LoRaWAN 
    • This is our IP68 waterproof LoRaWAN model for either our Water Utility or Real Estate market applications.
    • This product comes in 3 sizes, 1/2", 3/4", and 1".  
    • The valve body itself utilizes NPSM straight meter thread, male on one side and a female swivel nut on the other.  The female side is designed to connect to a standard male NPSM thread water meter as an assembly.   The assembly should be installed using standard meter couplers.
    • This model can be ordered with or without a "meter cable" which enables remote meter reading (AMI) and flow based constant and high flow detection with automatic shutoff capability.
    • This unit is connected to an external through-the-lid-antenna.  The antenna is installed through a plastic meter box/pit lid with about 1/2" of the antenna poking out the top and ADA compliant.
    • Our default LNS provider is Netmore, formerly Senet.  We are able to support other LNS but not easily and it does require a new software AquaControl "endpoint" to be developed at a cost.
    • This model is outdoor rated, and will typically be running LoRaWAN Class A on battery only, configured to a default 1 hour check-in interval.  
    • We typically use "unconfirmed" uplinks for our LoRaWAN products to minimize network "noise" and packet collision.  
    • For water utility applications, it will be more frequent that 3rd party networks are being utilized.  For real estate applications, we are typically asked to deploy the LoRaWAN Gateways.  See more LoRa details under AquaSense SV1.  
  • AquaSense SV1 LoRaWAN
    • This model is indoor rated and only used in our Real Estate market applications, not our Water Utility applications. 
    • This model uses an internal antenna.
    • This product comes in 3 sizes, 1/2", 3/4", and 1".  
    • The valve body itself utilizes NPSM straight meter thread, male on one side and a female swivel nut on the other.  The female side is designed to connect to a standard male NPSM thread water meter as an assembly.   The assembly should be installed using standard meter couplers.
    • We are typically responsible for deploying LoRaWAN Gateways on site, either indoor or outdoor.  The gateways are typically Multitech Conduit AP series for indoor or IP67 200 Series for outdoor.  Customers do not have any access to Gateway management, or the general status of the gateway through AquaControl other than as exhibited by Missed Check-Ins at the device level if Gateways go offline.  
    • We manage the Lora Network Server (LNS) via Netmore, formerly Senet.  Customers do not have any access to the LNS.
    • Class A vs Class C:  We support either LoRaWAN Class A where the device is operating on battery only, checking in every hour by default, or Class C, where the device requires AC power to run and is "always listening" for commands.  
    • When we queue a LoRa command, we hold it in AquaControl until approximately 5 minutes before the expected check-in time so that it can be cancelled by the User.  At that point, we send the command to the LNS awaiting the device to Uplink and receive the Downlink command.
  • AquaFlex 3rd Party AMI Accessory Valve
    • This model is a "dumb valve" with no radio whatsoever.  It is designed to connect to and be controlled by a 3rd party AMI endpoint.  
    • We require an NDA from the 3rd party OEM to access our device API documentation.  They are responsible for integrating and testing the device.  
    • Since 3rd party software is required, we are unable to troubleshoot issues with this device.  We have incorporated a chatflow in Hubspot to ask these questions and point the customer to their "Platform Provider" for troubleshooting.  
    • This valve is integrated with: Itron, Next Meters/Fenix, RG3 Meter, Vision Metering, and Telematics platforms.  These partnerships should not be discussed with any Users.
    • This product comes in 3 sizes, 1/2", 3/4", and 1".  
    • The valve body itself utilizes NPSM straight meter thread, male on one side and a female swivel nut on the other.  The female side is designed to connect to a standard male NPSM thread water meter as an assembly.   The assembly should be installed using standard meter couplers.
    • We have 2 models
      • Itron protocol specific model - supports 3 valve positions: Open, Closed, Reduced.  Does not support tamper via tilt sensor
      • Standard "Aquana" protocol model - supports 5 valve positions: Open, Closed, Reduced1 (~2gpm), Reduced2 (~5gpm), Reduced3 (~10gpm).  Each reduced position supports a different flow rate.  This model also supports tamper alerts using an internal tilt sensor that triggers tamper when the unit is moved from its baseline installation position.

Troubleshooting Steps

Most of the troubleshooting can be done using other knowledge base articles that relate to the issue presented.  Please refer to those documents for troubleshooting specific device issues. 

At a high level, here are some approaches per device for our most frequent issues:

  • Missed Check-Ins:
    • AquaFlow SV2 Cellular LTE-M
      • Make sure the antenna is connected to the device and is above grade at the meter box lid level.  This is a through the lid antenna that pokes out just above grade.  This is critical.  If the antenna is below grade, it can impeded signal propagation.
      • Make sure the antenna is installed on a plastic meter pit lid, metal lids are not supported.
      • Make sure there is not an obstruction over the antenna, like a car.
      • Follow the other article troubleshooting steps for restarting the valve via magnet to reset the valve and check network connection to ensure that the location has adequate cellular coverage.
    • AquaFlow SV2 LoRaWAN 
      • Make sure the antenna is connected to the device and is above grade at the meter box lid level.  This is a through the lid antenna that pokes out just above grade.  This is critical.  If the antenna is below grade, it can impeded signal propagation.
      • Make sure the antenna is installed on a plastic meter pit lid, metal lids are not supported.
      • Make sure there is not an obstruction over the antenna, like a car.
      • Make sure that all LoRaWAN gateways are online and within adequate proximity to the unit.
      • Follow the other article troubleshooting steps for restarting the valve via magnet to reset the valve and check network connection to ensure that the location has adequate cellular coverage.
    • AquaSense SV1 LoRaWAN
      • Make sure the antenna is connected to the device and is above grade at the meter box lid level.  This is a through the lid antenna that pokes out just above grade.  This is critical.  If the antenna is below grade, it can impeded signal propagation.
      • Make sure the antenna is installed on a plastic meter pit lid, metal lids are not supported.
      • Make sure there is not an obstruction over the antenna, like a car.
      • Class A vs Class C:  We support either LoRaWAN Class A where the device is operating on battery only, checking in every hour by default, or Class C, where the device requires AC power to run and is "always listening" for commands.  
      • When we queue a LoRa command, we hold it in AquaControl until approximately 5 minutes before the expected check-in time so that it can be cancelled by the User.  At that point, we send the command to the LNS awaiting the device to Uplink and receive the Downlink command.
    • AquaFlex 3rd Party AMI Accessory Valve
      • Not applicable, would have to troubleshoot the 3rd party AMI endpoint with the OEM or their reseller.
  • Missed Command Responses:
    • There are three possible reasons for a Missed Command Response
      • The device never received the command downlink.
      • The device did receive it but was unable to execute the command.
      • The device received it, and processed the command, but was unable to deliver the command response uplink to AquaControl.Missed Command Responses:
      • No matter what hardware product is being used, the troubleshooting steps are:
        • Resend the same command to the device.  If the command works, the Missed Command Response Alert will be resolved.  
        • If the alert does not resolve, make sure that the device is checking in as it should and has adequate network coverage.  Confirm if Missed Check-In alerts are also being thrown.  If so, this is likely the reason why the command either isn't being received by the hardware or why the command response isn't being received by AquaControl.  In this case, follow the Missed Check-In troubleshooting steps. 
        • If the unit is checking in reliably and the command response alert continues, there may be an issue with the device processing the command.  If there is an issue with the actuator, this would typically exhibit as an Unknown position, where the device is unable to complete a position change, perhaps getting stuck en route to the submitted position.