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FAQs

AMPS iPack has stopped sending files


Don’t panic. The Symphonie’s MMC will store up to 668 days of data – logging is completely independent of call function of the iPack.

Although the Symphonie system was designed to be as robust and simple as possible, it does rely on cellular service and the internet to perform its functions. From time-to -time, things do not go as smoothly as anticipated. It is really important to read the Symphonie manual section on office testing to avoid communication problems.

Here is a list of things to check regarding the phone and ISP service before and after visiting the site:

Phone Service - before site troubleshooting visit
Request a copy of the installation crew field notes.
What did the antenna test results show?
Obtain a copy of the .ipk file that was programmed into the iPack.
Call your cell provider and make sure that the MIN and ESN pair are active on your account.
Get the cell account records and check the duration and frequency of the activity. Do you see cellular activity around the time a scheduled call is supposed to occur? Do you see retries every 10 minutes (up to six total)?
Give the cell provider the exact coordinates of where the logger is installed AND the ISP phone number it is dialing. Ask them if the number is being dialed correctly, i.e. 7 digits (local call with no area code required), 10 digits (long distance, area code required), or 1 + area code + phone number. This varies depending on location. NRG has already seen situations where the cell provider unexpectedly changed the dialing requirements for a given area as well as cellular providers accidentally shutting off a customer's account ESN.

ISP Service - before site troubleshooting visit
Get the ISP account records and check the duration and frequency of the activity. Do you see activity around the time a scheduled call is supposed to occur? Do you see retries every 10 minutes (up to six total)?
No records? Try dialing the ISP phone number from your office - does a modem answer?
Load the ISP settings that are in the .ipk file into Windows dial-up networking and see if you can log onto the ISP account. If you are unable to login to the ISP from a computer, you will need to review all the ISP settings with your provider. NRG has seen ISP's that have unexpectedly changed the user name on an account. If you are having a particularly difficult time, you may send the .ipk file to NRG as an email attachment. We may be able to check the settings for you from NRG.

Phone Service - at the site
Perform an antenna test and record the result
Try dialing the ISP phone number from a personal handheld cellphone at the site. You should hear modem tones on the other end. If you hear a "fast busy", there may be compatibility issues between the cell system and the ISP modem bank it is dialing into. Contact your ISP provider and ask if there are any restrictions or problems associated with cellular phones calling into the modem bank. At that point, it may also be worth obtaining and trying an alternate ISP phone number.
There also could be an audio distortion problem due to the terrain and location of the cell tower relative to the logger. If this is the case, the antenna test could show good signal strength while in fact the audio quality is poor. You may be able to re-orient the antenna to point at a different cell tower.
Perform the "call now" function on the logger and note the resulting message. If the message "internet error" appears, record the error number.
You may load the "default amps" .ipk file into Symphonie and perform a "call now". These settings will use your cellular account to dial into a special "Test ISP" NRG has configured. Note that NRG cannot be responsible for any data transmitted through this Test ISP. The MMC in the logger will still contain all of the data files (up to 680 days) - the files are NOT erased from the MMC after they are emailed. It is a good idea to call technical support at NRG prior to trying a test call from the field. We can monitor the call and login process from our side.

 

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