Customer Not Seeing Current Usage

Should the Customer Delete Their Account?

No—deleting an account and creating a new one will not resolve issues with missing or outdated data. If a customer asks about this, reassure them that their data issue is likely caused by something else and can be resolved without account deletion.

Why Isn’t the Customer Seeing Current Data?

The reason depends on the type of water meter they have.

Manually Read Meters

If the customer signed up for EyeOnWater via the web portal (www.eyeonwater.com, www.eyeonwater.ca, or www.eyeonwater-eu.com), their meter may be manually read. These meters are typically read:

• Monthly
• Every other month
• Every three months

Since readings only happen on this schedule, new usage data will only appear in the web dashboard after the meter is read.

Important: The EyeOnWater smartphone apps do not support manually read meters, so customers using the app will not see their data update. They can, however, use the same username and password to log into the web portal to see their usage.

Smart Meters

If the customer has a smart water meter, it sends data in one of two ways:

• Network gateway (fixed network endpoint)
• Cellular radio (cellular endpoint

To investigate:

1. From BEACON, search for the customer’s account ID or service address.
2. Expand the Monitor page card by clicking the + located in the upper right corner of the card.
3. Click the Endpoint tab and look at the Previous Comm. date and time. This tells you how long its been since the endpoint last sent data to the system and therefore to EyeOnWater.TIP: If the most recent communication was <3 days ago, chances are something is temporarily blocking the endpoint’s signal. If the communication has >30 days, the endpoint may need to be resposited in the meter pit, restarted, or replaced.

Troubleshooting Smart Meter Data Issues

• Network Gateway Meters: If the meter transmits via a network gateway, the issue may be that the gateway is temporarily offline.
• Cellular Endpoint Meters: If the meter sends data via cellular radio, the signal may be affected by:
  • Strong electromagnetic interference
  • Large objects like parked cars or heavy foliage
  • Weather conditions like rain

If the signal strength drops too low, the endpoint can’t send data. However, the endpoint continues recording and storing usage data for up to 42 days. Once the endpoint is back online or the signal strength improves, the stored data will be transmitted to EyeOnWater.

Helping Customers Refresh the EyeOnWater App

If a customer is using the EyeOnWater mobile app and reports that they aren’t seeing current usage data, they may need to refresh their data.

First, check their consumption graph on the Monitor page in BEACON by searching for their account ID.

If you see current usage in the Consumption Graph, guide them through these steps:

For iOS Users

1. Pull down from the top of the screen and release.
2. If that doesn’t work, have them log out and log back in.
3. If that doesn’t help, have them go to Settings and select Clear Cache.
4. If the issue still persists, suggest uninstalling and reinstalling the app.

For Android Users

1. Have them log out and log back in.
2. If that doesn’t work, guide them through clearing the app’s cache:
   • Open Settings > Apps.
   • Find EyeOnWater, tap it, and select Storage.
   • Tap Clear cache to remove cached data.

Other Possible Causes for No Current Usage

Common exceptions such as Endpoint Tampers prevent reads and flow from being displayed. Such exceptions  should be repaired by your field support personnel.

To determine if such an exception is affecting any given customer, start by searching BEACON for one of:

• Account ID
• Street Address
• Meter ID
• Endpoint SN

If an exception exists, you will see a yellow bar and the name of any active exceptions across the top of the card.