PowerTag Loss Communication

[Veronika1]

Hi everyone!

We have a client who has a switchboard with multiple PowerTags (around 15) and a PAS800L, but 4 days ago 3 of them stopped communicating with the Panel Server. These devices were installed in november 2022. 

Two of them are blinking yellow and the last one is blinking red. 

We already tried to turn off the principal breaker to restart the devices but it didn't work.

The client had extra PowerTags to replace the 3 of them because they need to keep measuring the switchboard but we have to find a solution for the old ones. They'll need to use them later.

Is there anything else we can try to fix this?

Please find attached the pictures of the evidence.

Best Regards.

[Romain_Polette]

Hello @Veronika1 ,

Blinking yellow = PowerTag are in pairing mode. PowerTag were unpaired with there gateway.

Blinking red = PowerTag loss communication with the gateway (not easy to tell if it is related to PAS or to PowerTag).

I see that you have a PowerTag with Virtual ID = 201 => Does it mean that this PTag is paired with another gateway ? Which one (PTag Link, Panel Server, Smartlink SIB) ?

You may need to contact the tech support, because there is a known issue with PowerTag 63A with Date Code from SM-2021-W44-3 to SM-2022-W16-5.

Regards, 

[Thierry_Baudard]

Hello @Veronika1,

It could be linked to the known issue of PowerTag 63A with Date Code from SM-2021-W44-3 to SM-2022-W16-mentionned previously by @Romain_Polette Please contact your local support. 

[Veronika1]

Hello, @Romain_Polette

There is just one Gateway (Pas800L), we defined the ID to identify the different loads the Powertags are metering besides the name.

The client send us the Powertags with the issue, the Date Code they have is SM-2022-W13-2. 

Should I contact the support service or there is any other thing we should try to fix it?

Thank you!

[Romain_Polette · Accepted solution]

Hello @Veronika1 , 

Answer is yes. Please contact your country tech support.
Date code of your PTag is SM-2022-W13-2 => then between SM-2021-W44-3 and SM-2022-W16-5.

There is no way to fix the PowerTag, you must change it.

Regards,