Frequently Asked Questions

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• Device(s) appears broken or has stopped working: In order to minimise data loss, please notify us within 24 hours using the ‘Helpdesk’ button on top of the page.

• Batteries on a sensor(s) are running low: Whilst there is no battery indicator on the sensors, we can see on our platform when the sensor batteries are running low. When this occurs will notify you with instructions. Warning: tampering with any of the sensors will void all warranties and may incur damage charges.

• Changing the batteries on a sensor: Please do not move or tamper with the sensor unless authorised. Warning: tampering with any of the sensors will void all warranties and may incur damage charges.

• Configuring the sensor: All sensors are pre-configured prior to arriving on site. You are not authorised to configure or change the workings of the sensor. We will send any manuals/installation guidelines shortly after the sensor(s) have been ordered. You can request additional copies from the Helpdesk.

• Warranty period for the sensor: We provide a 2-year warranty on all sensors from the date of purchase. Please contact your account manager or the Helpdesk for more details.

• Verifying the sensor is functioning optimally: Always ensure the sensor is in an open, unobstructed environment away from draughts & any moisture and in a place where it can receive the adequate radio signal. Please also ensure any gateway(s) have not been accidentally plugged out, lost Wi-Fi signal (where relevant) or the site has not been subject to a power cut.

• Modules and sub-modules: The modules are the monitoring categories visible on the left sidebar (sustainability, activity, quality, etc.). The sub-modules are component categories that make up each module (electricity, gas, water etc.).

• Accessing data within a sub-module:  Within each sub-module, you can view the details for each individual site/room/asset/sensor in boxed sections on each page. Click on the desired boxed section to see more detailed performance trends with interactive graphs. To access historical information, select a custom date range from the calendar drop down, click ‘apply’ and then click ‘submit’.

• Homepage: This page has a series of 'quick-links' to take you to the most popular parts of the portal. 

• Dashboard: The dashboard shows the near real-time Electricity performance (KPIs) of the site. The page is divided as per the number of sites which summarises the daily and weekly average consumption of energy and the associated costs. 

• Your Profile: The section has 3 parts Your Information, Your Sensors & Your Notes.

• Your information section has the site details like name, size, operational hours and last modified. 

• Your Notes allows you to manually record specific notes at various periods to help you with contextualising your analysis at a later date. 

• Your sensors: This section shows the status of each sensor and enables a monthly download of specific sensor data. You can check battery status of each device here. To rename an asset just click on the 'pencil' symbol and enter the new name. Please note, renaming devices may cause confusion so always ensure you inform your colleagues.  

• Alert Centre: The Alert Centre shows when standard thresholds or parameters are breached against selected sensors. It typically identifies when the data is at least 25% above the exact same period over the previous 2 weeks. 

• Interrogation Centre: This simple tools allows you to understand and compare several data points (e.g. machines, locations) to see the correlation on a graph of variables such as behaviour, performance, utilisation or cost by asset or site.

• Modules: Access to the sub-modules within the module will depend on your subscription type. 

Here are the main modules:

• Sustainability: This module targets metrics crucial to monitoring sustainability goals including electricity, gas, water and fuel.
• Activity: This module shows data about the human-generated activities being performed or triggered. The data shown relates to motion, luminosity and door openings.
• Quality: This module shows data from the live environment which may affect site production and quality - eg temperature, humidity, CO2 and waste. 
• Asset Management: The asset management module shows data about how your assets are performing as per machine utilisation, Maintenance and Vehicle tracking.
• Compliance: The compliance module shows pre-developed reports for audit purposes. The user is provided with a report template where data is auto-generated for audit purposes. Free text areas are provided to complete the narrative details on compliance activities.narrative details on compliance activities.
• ESG Reporting: pre-populated data sets to track KGs of CO2 used on a monthly and annual basis. 

• Forgotten password On the login page, select “Forgot password?”. Enter your registered email and you will shortly receive a request code. Insert the details in the reset password form and complete the procedure. Please do ensure you check your spam folder.

• Information about my sensors: The status of all the sensors installed on your site can be found on the “Your Sensors” module within the “Your Profile” section on the left-side of the portal. If you cannot see the live status of the sensors connected within your site please contact the Helpdesk immediately.

• Download sensor data: Click the “Your Profile” section on the left-side of the portal and select “Your Sensors”. You will then see a list of all available sensors. Click ‘select’ against the desired sensor, choose a month from the calendar drop down and then click the ‘Download’ button. The data will be downloaded in CSV format to your browser.

• Understanding the ‘timestamp’ column in my downloaded sensor data: In a downloaded CSV file, the time and date will appear as an Epoch Timestamp (also known as a Unix timestamp). This is the universal standard for digitally recording date and time in an encoded format. Depending on your software, this timestamp may need to be converted into a format best suited for you (eg Microsoft Excel). You will find the conversion formula in our help section. 

• Converting ‘date & time’ in Excel from a downloaded CSV file You can convert the Epoch timestamp into ‘date’ and ‘time’ in MS Excel using this formula: “=(((A2/60)/60)/24)+DATE(1970,1,1)+1/24”

            1) Enter the formula into the first empty cell to the right of the top timestamp and hit enter

            2) If the timestamp isn’t placed in Column A, change the ‘A’ in the formula to the              

                corresponding column. 

            3) Double-click the bottom-right of the cell containing the formula to apply the formula to 

            all timestamps.

            4) Right-click the cell containing the formula and select ‘FORMAT CELL’ options. 

            5) Then choose “CUSTOM” category and select the type “dd/mm/yyyy hh:mm:ss”. 

            Note: during winter months (GMT/UTC) please remove “+1/24” from the formula when                         

            the daylight-saving hour is not needed.

• Viewing ‘Alerts’: The Alert Centre provides the current alarm status of the monitored assets/areas and overview of all the alarms within the business operations for the past 24 hours. These alerts will have been pre-determined by the Helpdesk.

• Changing the thresholds of ‘Alerts’: Depending on the sensor type, standard benchmark thresholds are applied in the Alert Centre. As alerts are configured for all account holders, you cannot manually change the alerting thresholds on the portal. Please contact the Helpdesk if you have any questions.

• Data is missing on the portal: You can check that a sensor is broadcasting in the “Your Sensors” section. If a sensor is broadcasting, a green flashing symbol will appear next to the sensor name. If a sensor is ‘offline’ a red flashing symbol will appear. If a sensor appears offline, please contact the Helpdesk immediately. 

• Data is missing from midnight: Just after midnight, there may be a period where data will not appear on the portal, or appears as ‘err’. This is normal and will only occur for the first 15 minutes (or depending on the sensor broadcast frequency) while the system is waiting for the first broadcast of the new day. 

• How my data is used: Our portal displays insights from encrypted data captured by IoT sensors at typically 15 minutes intervals. We don’t collect personal data (besides essential login information) and do not share data with any third-party agencies without prior permission. For more information see your terms and conditions.

• Renew/Cancel my subscription: Please contact your account manager.

• Repairing lost data: If any data that has been lost or calculated incorrectly our team will do their best to ‘backfill’ the data based on past consumption / behaviour, where possible. Please ensure you check the validity of any data that has been subject to the backfill process and notify the Helpdesk immediately.

• I see a small discrepancy in my data vs my bill: It is not atypical for a +/- 5% variation in data transmission when using wireless monitoring. This variation can be caused by site-specific issues such as Wi-Fi micro-drops or momentary signal interference. 

• I see a large discrepancy in my data vs my bill: If the variation is more significant than +/- 5% then the discrepancy may be as a result of your distribution service operator applying a meter multiplier to your account. Please check your bill to see if a meter multiplier needs to be applied to your data in order to visualise the correct consumption data. Alternatively, please check with your energy supplier to understand if they are using an estimate to calculate consumption.

• Can data be used as a substitute for my bill: It is important to understand if your recent bill is based on estimated meter reading or an actual read. Our monitors are tracking actual electrical current used on your site to provide you will data visualisation that identifies sub-optimal load performance. As the data is not from the meter it cannot be relied upon for billing verification due to the different data systems used by your electricity distribution network operator. . 

• Comparing Data gathered from other apps / services: We are not able to provide insights on the data produced by third-party providers that is not integrated with our platform. You should contact your service provider for more information on any data they provide. Comparing data from other service providers may not be directly comparable due to a number of factors:
  • Accuracy of the third-party data 
  • Methods used to capture the data (e.g. monitoring current ) 
  • Packet loss due to insufficient signal on site 
  • Does the data need a multiplier (based on wiring configuration) 

• Mains v Solar Panel panel data: If you are using solar panels on site then be aware that where you place your monitor(s) will impact your ability to easily distinguish total electricity usage between electricity used from the grid and electricity from the solar panels. Your energy supplier will only capture electricity used from the grid and has no visibility of consumption from solar panels. The location of your monitor(s) will need to vary based on what data you are looking to record:
  • Total consumption from grid + solar panels - clamp all wires  
  • Consumption from grid only - clamp supplied mains wires only
  • Consumption from solar panels only - clamp solar wires only

• Disruption to service during portal updates: Our portal is frequently updated to provide an enhanced service. We make sure to deliver any updates overnight so disruptions to our service are minimised. We will place a notification on the portal at least 24 hours before any significant planned maintenance outage.

• Contacting the helpdesk: Our FAQ section is designed to solve straight-forward queries but please contact our Helpdesk when you cannot find an answer to your problem. On the top right corner of the screen select the ‘helpdesk’ button, fill in the form & submit your query. You can also email us at connect360@cognition.world.

• Tracking the progress of my support issue: You will receive an email response from our system within 1 hour of logging a query. If not, please email connect360@cognition.world.