Fault Finding & Resolution Procedure

Fault Finding & Resolution Procedure

Hardware Fault-Finding & Resolution Procedure:

When a hardware issue is suspected, the following procedure should be followed: 

  1. Device Assessment: 
  1. Augos support staff should first remotely assess the device and exhaust all potential remote resolution options.
  2. If after step a. the device is still not communicating, a physical on site assessment of the device is  required to determine the cause of the issue. The customer has multiple options here: 
  1. Someone from the site can investigate the issue. Augos support staff will assist via phone, whatsapp and email to identify the issue and determine the required resolution. 
  2. The customer can arrange an electrician that is familiar with the site to investigate the issue. Augos support staff will assist via phone, whatsapp and email to identify the issue and determine the required resolution. 
  3. Augos support staff can quote the customer to send one of our technical teams to site to investigate the issue and determine the required resolution. 
  1. Authorisation: 
  1. Once the faults have been identified, the required resolution procedure will be recommended to the customer. 
  2. The repair or replacement of the hardware shall be authorised by a mutual agreement between both parties involved, according to this agreement. 
  1. Fault Resolution: 
  1. The repaired or replaced meter shall be installed by qualified personnel following industry best practices, either by one of our technicians, or a qualified person on-site/preferred electrician.

    • Related Articles

    • Cost Responsibility of Hardware Fault Finding, Repairs & Replacements

      Cost Responsibility of Hardware Fault-Finding, Repairs & Replacements: Device Repairs & Replacements All on site device inspections, device removals, device re-installations, and courier costs will be borne by the customer, irrespective of warranty ...

    • Hardware Replacement Policy

      PURPOSE: This hardware replacement Policy outlines the procedures and guidelines for the replacement of Augos measurement hardware. The purpose of this hardware replacement policy is to establish clear guidelines and procedures for managing the ...

    • Meter Verification Procedure

      A reasonable investigation and justification should be made for the verification of a device. On request, an Augos support representative will do a thorough remote investigation to confirm what further action is required This includes: 3 months Bill ...

    • Factors that could cause measurement or billing inaccuracy

      Each Augos electricity meter is manufactured and tested to the required standards. Although we test the accuracy of all devices, on-site installations introduce multiple factors that could affect the accuracy of the end readings. Factors that could ...

    • Symptom: FTP4, BUT File Size reads 0000

      Device Shows “FTP4” on screen (Which means it is connected to the FTP server and should be publishing data), but the file size reads 0000 on the device screen A manual reset is required: Ensure the PM number shown during the start-up process matches ...