[RE-wrenches] Optics systems ghost reprogramming
Lones Tuss
ltuss at outbackpower.com
Thu Mar 19 15:16:19 EDT 2020
Hello All
In regards to this situation.
As an installer if you wish to have access to an new customer or an existing Optics account.
The quickest and easiest method is to have the account owner invite you to view their system.
They can also grant you full access.
This can be accomplished by clicking on the Cog at the top right of an Optics Page
if you hover over the cog System Tool will appear
[cid:image001.png at 01D5FDE8.3005E3B0]
Select System Tool
then under the System Tool banner select Profiles
[cid:image002.png at 01D5FDE8.3005E3B0]
Towards the bottom of the Profiles page Select
+Add a Person
This is where you enter an email address and allow the desired access level.
Hit send
An email will be sent informing the invitee.
That person will need to have an optics account to see the new system.
So … in the case where optics information is not available.
Perhaps the customer forgot the Optics name or for a myriad of other situations the optics site name is unknown.
Then email tech support support at outbackpower.com<mailto:support at outbackpower.com>
We will need proof that you own the system.
Have the Mate Mac address available and have a copy of a receipt or a driver license showing the same address as the site address.
Something that proves ownership of the system.
We can then delete the account and a new profile can be created.
I hope this helps.
Take Care
From: RE-wrenches <re-wrenches-bounces at lists.re-wrenches.org> On Behalf Of John Blittersdorf
Sent: Thursday, March 19, 2020 8:17 AM
To: RE-wrenches <re-wrenches at lists.re-wrenches.org>
Subject: Re: [RE-wrenches] Optics systems ghost reprogramming
Jay,
My guess would be that the profile and site previously set up would have to be deleted and set up again. Without your customers info, you would not be able to delete it yourself. Outback tech support has access to all the profiles and sites and would be able to find the site with some info. Typically when I have worked with them about an Optics issue, they ask for profile or site name. Without that, I’m not sure if MAC address would work for them to locate it. Maybe the customer’s email address they might have used. Possibly address of installation.
I have had tech support move a site from one profile to another when I swapped out a potentially defective Mate3s only to find out that the Mate3s was not the problem. I had set it up for monitoring so I left it there and took his old one (which was almost new) and put it in another customers site to get them back on line after a severe lightning strike. The data of course was showing up under the first customers profile. Tech support was able to move it as a new system under the correct customers file. Optics still shows the old site as off line with all data intact.
John Blittersdorf
On Wed, Mar 18, 2020 at 10:34 PM Jay <jay.peltz at gmail.com<mailto:jay.peltz at gmail.com>> wrote:
Hi john,
To Chris’s question. What if (all to common) the customer doesn’t have any of that data? How do you reset it?
Jay
On Mar 18, 2020, at 9:01 AM, John Blittersdorf <john.blittersdorf at gmail.com<mailto:john.blittersdorf at gmail.com>> wrote:
Chris,
If the customer has the username and password, they can log in and add your email address as a new user. I find that on all the profiles I’m monitoring, there are inconsistencies in finding the screen to add authorized users. It may be because some profiles were initiated by me (preferred method) and I added the customer with full control or limited control or the others were initiated by the customer with me added with full control and as administrator or not. Tech support should be able to fix it if you are prepared to do other desk work while waiting for a half hour or more in the Queue.
John Blittersdorf
On Tue, Mar 17, 2020 at 6:41 PM Chris Schaefer <chris at solarandwindfx.com<mailto:chris at solarandwindfx.com>> wrote:
To all,
Lately it seems that I'm taking over more and more off grid projects that have become orphaned by the many possers in our off grid world. Believe me when I say I'm happy to do it. In regards to Optics I've created my own account so that I can view all my clients. The problem I'm running into is that when I try to create a new profile by entering the clients Mate3 MAC address I find that the address is already registered. The clients don't know anything and the installers have disappeared. In some cases the clients do have a login and password. So my question to you is what is the work around here? Is there a way to locally clear the info at the Mate3 or is this something that has to be done at OB HQ? If so, what kind of documentation would be required from the client to provide to OB to allow someone else to "take over" administrative rights of the system? I did reach out to OB on the issue but have received no response as of yet. I will say, when it works it is awesome.
Christopher
On Tue, Mar 17, 2020 at 9:50 AM Tump <tump at swnl.net<mailto:tump at swnl.net>> wrote:
Please be aware that the files that are stored in the Mates are not able to be overwritten, and this leads to corrupted data among other mystery issues. Contact Kris Stone, a former OB employee, he has the ability to erase the old files. I no longer travel w/o updated M3s and the firmware to up date. IF I have an issue, I will copy settings in the older Mate and leave my new one in place until I get it addressed by Kris.
FYI OB just closed down 1 their offices and moved (those who still had jobs) to I believe Bellingham. Lonus?
Kris Stone, 425-233-0731 stkrizzi at yahoo.com<mailto:stkrizzi at yahoo.com>
On Mar 16, 2020, at 6:37 PM, Dan Fink <danbob88 at gmail.com<mailto:danbob88 at gmail.com>> wrote:
William, Michael; I have never seen spontaneous reprogramming of the AGS, but it sure does give me something to watch out for on the Optics systems I've installed, thanks for that!
What I did see (last month) was an Optics system (no AGS) shut down the web gateway, saying the firmware in the charge controllers (old MX60s) and the Flexnet DC need to be updated, but all are too old, the firmware can't be updated as far as I know. It also lost the Port #s for the 2 MX60s and FlexNet DC and needs them re-entered.
Oddly, the battery SOC is the only data showing in the Optics Portal, but it's saying 67% SOC, which (I hope!) is incorrect, as the site has had full sun, hardly a cloud in the sky, for over 3 days now, and the system is designed to charge from 50% SOC to full on one sunny day.
The Mate 3S firmware isn't flagged for an update, but there is a newer version out. I plan to update the Mate 3S, re-enter the Port assignments and hope that fixes the problem. Because the system is 200 miles away and I have no way now of knowing if it's even charging right now.
Will be watching this thread closely!.
Dan Fink
Executive Director, Buckville Energy Consulting
NABCEP PV Associate
NABCEP Certified PV System Inspector
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~ PV Installation Professional
~ Small Wind Installer
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970-672-4342
On Mon, Mar 16, 2020 at 1:48 PM William Miller <william at millersolar.com<mailto:william at millersolar.com>> wrote:
Colleagues:
Over time we have seen our Outback Optics systems reprogramming themselves. The latest manifestation is seeing the AGS change from Auto to Off. I would suggest if you have Optics systems you might log in and check this. Damage can be done to batteries and your credibility if a generator auto-start is expected and does not occur.
I would be interested in hearing if any of you have experienced any “ghost” reprogramming of any Outback systems.
Thanks,
William Miller
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