Symptom

Cannot see data on dashboard.

Solution

Conditions precedent: Customer Portal works correctly.

* If Customer Portal does not work, refer to following thread.

• Customer Portal does not work

Problem isolation as following steps.

Confirm if that is temporary problem

Probably that browser has temporary problem. Try following procedures.

1. Clear browser cache or confirm if the data can be seen on other browser. If not, try next step.

   • Internet Explorer
     View and delete your browsing history in Internet Explorer

   • Google Chrome
     Clear cache & cookies
     
     

2. Confirm other internet environment such as smartphone.

   • When data can be seen on other internet environment.

     • Probably that your internet environment has problem. If this problem persist  contact your internet service provider. 
       
       

   • When data cannot be seen on other internet environment.

     • Try next step.

Confirm if there is problem about device and network.

There is possibility that data cannot issue correct data because of gateway problem. Try following steps.

• Check cable and accessory are not damaged. Replace them if you have replacement.

• Off the gateway power and turn on it. 

• Refer to "Cannot access the gateway" and check if there is not problem about network around gateway. 

  • If you find network problem, please contact customer support.

• Physical failure

  • You need to replace gateway. 

    please contact customer support.

Cause

There are several possible reasons.

• Customer Portal temporary problem

• Problem from cloud to gateway

• Problem from gateway to device(such as sensor)

• Physical device problem