New troubleshooting tool

Introducing our troubleshooting tool.
This article was updated on June 28, 2022, with new information regarding the mobile App.

Important: as of June 2022, you can now use PlanetWatch’s mobile App to troubleshoot and solve most of the errors.

Download/Update the App by clicking on your mobile application store below

If you log in to your Explorer account or mobile App, you will find our brand new troubleshooting tool. 

This feature is meant both to help PlanetWatchers understand if one of their sensors is not working correctly and to provide tips on how to solve any issues quickly and effortlessly.

So, let’s see how it works…

EXPLORER ACCOUNT

• First, go to “MySensors” section in your Explorer account.

• If something is wrong with a sensor, a red warning sign will appear, letting you know it requires your attention.

• On the sensor’s details card, select the troubleshooting icon.

This will trigger a set of checks on your sensor, in order to tell you what the problem is and which steps you should take to fix it.

Please wait until the troubleshooting process is completed and then act accordingly to the information displayed (scroll down to find further information on several errors).

MOBILE APP

• Open PlanetWatch’s Mobile App.
  
• Click on the sensor icon (with the red warning sign on the top right)

• To solve any issues, you just need to click on the “Fix it now” button below the red warning sign (as shown in the second image).

Checks performed by our system (Explorer & App):

1. PlanetWatch checks:

– Algorand Wallet
We will check if your wallet is valid. If it isn’t, please select a different one via PlanetWatch’s mobile App.

– License
We will check if there is a license associated with your sensor and whether it is active. If it isn’t, we will ask you to associate the license with the sensor.
In case your available licenses aren’t being displayed on the App, that’s a different issue and you should open a ticket.

– Location
We will check if you have correctly set up the location of your sensor.
Be aware that:

1) This check isn’t related to the GPS location sent from Atmotube PRO and Airqino sensors.

2) In case your sensor’s location is still set to PlanetWatch’s headquarters, it will be considered an error and you will have to update it.

2. Algorand checks:

– Planets token
We will check if the Planets token is correctly initialized in your wallet. If it isn’t, you can use the mobile App to solve this issue automatically.

– NFTs
We will check if the sensor and the license NFTs are correctly initialized in your wallet.

For the sensor NFT:
> If the sensor asset needs to be sent to your wallet, the troubleshooting tool will do it automatically;
> If the sensor asset needs to be initialized, use the mobile App to do so.

For the license NFT:
> If the license asset needs to be sent to your wallet, the troubleshooting tool will do it automatically;
> If the license asset needs to be initialized, use the mobile App to do so.

3. Compliance checks

– KYC
We will check the Tier of your verification (Basic or Advanced) and if it matches the number of sensors owned within the limits laid down on our license policy.

Only for infrastructure accounts

For infrastructure accounts, the troubleshooting tool will perform the following checks:

1. PlanetWatch checks:

– Algorand wallet
We will check if your wallet is valid. If it isn’t, please select a different one via PlanetWatch’s mobile App.

– Location
We will check if you have correctly set up the location of your sensor.
Be aware that:
1) This check isn’t related to the GPS location sent from Atmotube PRO and Airqino sensors.
2) In case your sensor’s location is still set to PlanetWatch’s headquarters, it will be considered an error and you will have to update it.

2. Algorand checks

– Planets token
We will check if the Planets token is correctly initialized in your wallet. If it isn’t, you can use the mobile App to solve this issue automatically.

We hope this troubleshooting tool gives you more control regarding very specific and easy-to-solve issues that you might run into with your sensors. However, in case your issue can’t be solved through the Explorer or mobile App, feel free to reach out to our support team. 

Keep watching our Planet and stay tuned for more! 🌍