All Emaldo systems are connected to our cloud platform, and regularly send and receive data to maintain the most optimised schedule and, for customers signed up to Grid Rewards, respond to grid rewards events when called upon. Like all connected technology it relies on a network signal to do this, but like all connected technology disruptions in connectivity do sometimes occur.
Staying online is crucial for Emaldo
We provide critical balancing capabilities to the electricity networks, who sometimes rely on the additional capacity of our community to provide additional power to the grid or vice versa to balance the supply and demand. This is how we generate revenue for Grid Rewards customers. If our systems are offline we cannot provide the service or generate the revenue.
We measure ourselves on uptime, this is standard practice for technology providers and is calculated as the total amount of time your system is connected to our network against the maximum hours possible in the month. We target an uptime of 99.95%, equivalent to around 20 minutes of downtime per month to allow for system upgrades. Should the network go down we act fast to resolve any issues and get systems online again - it’s in all of our interests.
What actions should I take if I go offline?
The first thing you should do is to check your own wi-fi or 4g connection (if applicable) to make sure the problem is not with those services. If your home wi-fi is down, you can try resetting the router or contact you internet provider. If you need to reconnect your router to the Emaldo system we have this helpful video which instructs you how to do that: Re-connect your Emaldo system to Wi-Fi
Don’t forget that if you have recently changed internet providers your wi-fi network will have changed and you will need to connect your Emaldo system to your new router. The following video instructs you on how to do that: I have got a new router. How do i reconnect the wi-fi
If you have checked all your wi-fi equipment and everything is working fine then there are a few steps we recommend taking before contacting Emaldo support:
- Try pairing to the network via Bluetooth. You can do this through the Advanced Settings, or by pressing “Real-Time Power” once while the device is offline. This will trigger a pop-up that allows you to reconfigure the network (a shortcut to the network settings in Advanced Settings).
- Second, If the device cannot be paired using step 1, the next step would be to reboot the system and then attempt the pairing process again.
- If none of the above works and you can see wi-fi SSID but can’t connect, we recommend a factory reset and commission it to the same family which usually solves the problem assuming there is nothing is wrong with the IoT.
For a guide on rebooting your system see here: How do I reboot my system?
For a guide on commissioning and configuring you system see here: Commission and Configure Emaldo Unit to same Family
If none of the above steps work to get the system back online the next step is to raise a ticket with Emaldo Support, which you can do via the help centre: Raise a ticket. Rest assured that if Emaldo’s systems are experiencing a disruption in service we will be treating it as a top priority to get you and all customers back online.
If my system is offline, does it stop working?
No, in the event of internet outage or service disruption Emaldo’s system has built in logic which will is intended to ensure the system continues to operate using the previous information received and the last schedule which was created. If this does not happen please contact Emaldo support.
What will change though is that, during this time the system will not be able to earn Grid Rewards as activation will not be possible, so we will be working hard to get your system back online.