Exceptions take a variety of forms, including:
- Issues calculated by BEACON
- Conditions reported by ORION Cellular endpoints
- Flags thrown by AMR meters and encoders.
A complete list of exceptions, what causes them, the condition under which each will clear, along with recommended actions can be found on the Exceptions – Health Module Status Indicators page of BEACON Help.
This page of BEACON Help provides detailed tips for troubleshooting and fixing the three most common exceptions: Tampers, Meter Sensor Errors, and No Recent Communication.
Tampers
An endpoint tamper occurs when an endpoint is unable to communicate with the meter/encoder it is connected to. The usual cause is a physical break in the cable that connects the endpoint to the meter/encoder. It can also be caused by an electronic issue in the endpoint or in the meter/encoder. We recommend field troubleshooting. Be sure to bring a new endpoint and meter/encoder when visiting the site in case you need to replace the endpoint and/or the meter/encoder.
Steps to Troubleshoot a Tamper
- Visually verify that there is no issue with the cable that connects the endpoint and the meter/encoder. Check for a severed connection, frayed wire, and other obvious damage.
- If you find damage, cut out the damaged section of cable and use a splice kit to join the two ends back together.
- If there you find no damage, unplug the endpoint and visually inspect the inside of the plug. Verify that no debris or moisture is present.
- If you find moisture or debris, try to blow it out or clean it out with a small brush.
- Reconnect the endpoint and try to pause and start the endpoint with an IR Communication Device.
- If it fails the encoder communication test, replace the endpoint and repeat step 5.
- If it fails with a new endpoint, replace the meter/encoder and repeat step 5.
Meter Sensor Errors (E-Series Meters only)
A meter sensor error can be a temporary status or one that is permanent. The first step to fixing such an exception is to determine which type it is and then act accordingly.
Please note that BEACON latches sensor alarms for 30 days after the last occurrence. In other words, a Monitor page meter card will display a banner alert for 30 days after a meter sensor alarm stops being reported. You can find the exact date a given meter sensor alarm stopped by performing an Exception History export for the affected meter and looking for the field titled Exception_End_Date.
To investigate a meter sensor error, perform an Exception History export from the Monitor page to see what other active exceptions are being reported for the affected meter. Check to see if the Exception_Start_Dates/End_Dates coincide with the Meter Sensor Error. Meter Empty Pipe and Temperature alarms typically accompany sensor alarms. This is normal and working as designed due to the fact that ultrasonic sensors do not operate properly when the pipe is less than full or when the temperature falls out of operating range. Such scenarios are typically temporary. Once the root cause of the initial condition (empty pipe or temperature) is no longer occurring, the meter sensor alarm should stop being triggered.
If there is no other alarm that was triggered along with the meter sensor error and the error has been occurring for 30 days or more, the cause is likely a meter hardware issue. In such instances, contact Badger Meter Tech Support for instructions on how to return the meter for warranty evaluation.
No Recent Communication
If an ORION Cellular endpoint has previously been communicating successfully but has now stopped communicating for 72 hours or longer, we recommend onsite troubleshooting. Be sure to bring a working endpoint should you need to replace the one you are inspecting and an IR Communication Device or a portable laptop running our Product Configuration Utility (PCU) software.
Steps to Troubleshoot No Recent Communication Exceptions
- Visually verify that the endpoint is still installed properly, is not submerged in water, and has not been damaged.
- If you do not see damage or an obvious reason to explain why the cellular signal cannot reach BEACON, use the IR Communication Device or our PCU software and an IR cable to pause the endpoint and then restart the endpoint.
- If the endpoint communicates successfully, leave the site and continue monitoring the endpoint daily in BEACON.
- If it does not communicate while onsite, contact Badger Meter Tech Support how instructions on returning the endpoint for warranty evaluation.
