Basic Troubleshooting in Guru Pay

This article summarises the steps that should be taken before contacting Guru Support

Comms checks

Step 1 - Is the Hub in comms?

• • Can the zigbee value under the Hub settings tab on Guru Pay be changed?
    • Yes: If the Hub is in comms, check meter (Go to Step 2)
    • No: If the Hub out of comms, check gateway (Go to Step 3)

Step 2 - Is the meter sending readings to the Hub?

• • Can you apply the settings under the advanced tab of the account on Guru Pay?
    • Yes - The settings are correct and the Hub is receiving readings from its meter. (Go to Additional checks)
    • No - The meter is not sending readings to the Hub or the settings are configured incorrectly. The settings will need to be reviewed or a site visit required for further investigation

Step 3 - Are there comms to the site?

• • Is the gateway up when you ping?
    • Yes - A site visit will be required to investigate the Hub further.
    • No - Guru can attempt to restore network comms remotely. Please contact Support with details of the Site and Gateway that require investigation. If unsuccessful, a site visit will be required for investigation and physical reboot of the gateway and/or router as directed.

Additional checks:

Please provide the following detail when submitting a ticket to Support

If the Hub is in comms:

• • Can you refresh all clusters without failures?

• • • Yes or No - which ones failed?

• • Are readings being reported in Guru Pay?
    • Yes or No
  • Reading timestamp
    • When was the last reading received?
  • Alarms
    • Have any relevant alarms been logged on either the Hub or the Account pages?

Resident Checks

• • Does the resident have heating and hot water?
  • Is the Hub screen working and responding to touch?
  • Can the resident top up directly at the Hub if needed? 
  • Can the resident provide a picture of the Hub?