Troubleshooting

Users should log in to https://cloud.xylem.com/secure-connect

1. If the user tries to log in to Secure Connect for the first time, follow these steps:
   1. Make sure that the user has clicked the email address verification link. For more information, see:
      • Can Secure Connect send me a new link for email address verification?
      • Why do I not get my email for password reset or email address verification?
   2. Make sure that the user has set a password. To ask for a new password, see:
      • How do I change or reset my password?
      • Why do I not get my email for password reset or email address verification?
   3. Make sure that the user has accepted the Terms & Conditions. This action can be done when the user is logged in.

If the user has forgotten the password, ask for a new password. See:

• • How do I change or reset my password?
  • Why do I not get my email for password reset or email address verification?

Remedy

Use a different web browser. For optimal performance, use Google Chrome.

 

Remedy

Update the mobile device to the latest software version.

Description

The communication between Secure Connect and the gateway timed out before Secure Connect received a validation of the configuration.

Remedy

1. Check that the gateway is turned on and functional.
2. If possible, move the gateway to a location with a better reception.
3. Try the original action again.

Description

Secure Connect received the same request multiple times.

Remedy

No action needed.

Description

The gateway failed to communicate with the device. There is an issue with one of the following things:

• The device configuration
• The connection between the gateway and the device

Remedy

1. Check the following items:
   • The device works.
   • The cables are not broken.
   • The cables are connected correctly.
   • The communication parameters in the device are set correctly. For more information, see Configurations.
   • The communication parameters in Secure Connect and the parameters in the device are set identically.
2. Install the device again.

Description

Secure Connect failed to install the device.

Remedy

1. Check the following items:
   • The device works.
   • The cables are not broken.
   • The cables are connected correctly.
   • The communication parameters in the device are set correctly. For more information, see Configurations.
   • The communication parameters in Secure Connect and the parameters in the device are set identically.
2. Install the device again.

Description

Secure Connect failed to update the device.

Remedy

1. Check the following items:
   • The device works.
   • The cables are not broken.
   • The cables are connected correctly.
   • The communication parameters in the device are set correctly. For more information, see Configurations.
   • The communication parameters in Secure Connect and the parameters in the device are set identically.
2. Install the device again.

Description

Secure Connect can communicate with the gateway, but the gateway fails to communicate with the device.

Remedy

1. Check the following items:
   • The device works.
   • The cables are not broken.
   • The cables are connected correctly.
   • The communication parameters in the device are set correctly. For more information, see Configurations.
   • The communication parameters in Secure Connect and the parameters in the device are set identically.
2. Install the device again.

Description

Applicable to the CCD 401 gateway. The gateway has no external power.

Remedy

If there is no power outage, check that the cables for the power supply are not broken.

Description

Secure Connect fails to communicate with the gateway. There is an issue with one of the following things:

• The gateway power
• The connection to the mobile network

Remedy

If there is no power outage and no mobile network outage, move the gateway to a location with a better reception.