Is the UltraSonix device battery dead?

• Yes: 
  • Initiate a Field Service Request (FSR) for device replacement. 
  • Proceed to Step 2 - Verify Signal Strength to capture additional details for the FSR. 
• No: 
  • Proceed to Step 2 - Verify Signal Strength. Review the upload log to assess communication history and signal strength.

Is the UltraSonix last reported signal strength less than or equal to 40?

• Yes: 
  • Poor signal detected.
  • Initiate a Field Service Request (FSR) for antenna relocation, extension, or replacement. 
  • Proceed to Step 3 - Review Antenna Placement in WCIR. 
• No: 
  • Proceed to Step 3 - Review Antenna Placement in WCIR. 

Note: If the battery is dead and the device also shows poor signal strength, antenna placement should be evaluated and corrected when the field technician or certified service provider replaces the device due to the dead or low battery.

Where to Find Signal Strength (RSRQ):

Smart Alert: Displays the last recorded signal strength when the device last communicated.

Admin Tool - Device Log: Provides a history of signal strength recorded with each device upload.

Installer App - Device Values: This field is coming to the Installer App soon.   

Where to Find Signal to Noise Ratio (SNR):

Smart Alert: Displays the last recorded signal to noise ration when the device last communicated.

Admin Tool - Device Log: Provides a history of SNR recorded with each device upload.

Installer App - Device Values: This field is coming to the Installer App soon.  

If the UltraSonix device shows a Poor signal strength, review the WCIR to assess the device and antenna placement. Recommend alternative antenna locations or the use of an antenna extension to improve communication. 

All antenna placement recommendations should be documented in the Scope of Work (SOW) attached to the Field Service Request (FSR). 

Antenna Placement Best Practices:

• Install the antenna as high as possible to maximize LTE signal strength.
• Avoid obstructions, including concrete overhangs or vault structures (except the lid).
• Use the antenna placement template to position the antenna as closely to the lid as possible. 
• Use extension cables if needed to improve reception.
• When possible, install the antenna outside of the meter box or utility vault, housed in a plastic valve box for added protection from environmental damage.
• Ensure the antenna is securely mounted to prevent movement or damage over time.  

Once Steps 1 - 3 are complete, submit the Field Service Request (FSR) with clear, detailed information to ensure the field technician or certified service provider is fully informed before arriving on site. 

Include the following details in the FSR:

• Battery Status:
  • Indicate if the battery was confirmed dead or operating normally.
• Signal Strength Details:
  • Document the last recorded signal strength.
  • Specify if poor signal was confirmed. 
  • Confirm the need to relocate, replace, and/or extend the antenna. 
• Antenna Assessment and Recommendations: 
  • Summarize findings from the WCIR review.
  • Include recommended antenna relocation, extension, or replacement actions. 
• Scope of Work (SOW):
  • Include relevant troubleshooting notes, antenna location recommendations, and any other corrective actions required.

Goal: Provide clear, actionable information so the technician can efficiently diagnose and resolve the issue on-site without delay or follow-up. 

Before troubleshooting LTE connectivity, connect to the UltraSonix device via bluetooth and check the battery status. It may have been a couple of months since the FSR was submitted, so confirming battery health on-site can prevent unnecessary troubleshooting steps if the battery has since failed. 

The battery voltage must be greater than 3.559 mV.

For Battery-Powered UltraSonix Devices:

Is the UltraSonix device battery voltage higher than 3.559mV?

• Yes: 
  • Proceed to Step 2 - Perform Visual Inspection of the Antenna & Antenna Cable
• No: 
  • Proceed to Step 3 - Replace the UltraSonix flow monitor 

Conduct a thorough physical inspection of the UltraSonix flow monitor, antenna, antenna cable, and connectors at the installation site.

2A. Is the antenna securely connected to the flow monitor?

• Yes: Proceed to Step 2B.
• No: Connect the antenna securely and proceed to Step 2B. 

2B. Is the antenna physically damaged?

• Yes: Replace the antenna and proceed to 2D.
• No: Proceed to Step 2C. 

2C. Is the antenna cable physically damaged?

• Yes: Replace the antenna and proceed to Step 2D. 
• No: Proceed to Step 2D. 

2D. Is the antenna extension physically damaged?

• Yes: Replace the antenna extension only and move to Step 2E.
• No: Proced to Step 2E

2E. Is the antenna SMA connector corroded?

• Yes: Replace the device and move to Step 2F
• No: Proceed to Step 2F. 

2F. Is the antenna mounted at the highest point in the utility vault? (if applicable)

• Yes: Proceed to Step 2G.
• No: Mount the antenna at the highest point in the vault to improve communication, then proceed to Step 2G.
• Not Applicable: Proceed to Step 2G.

2G. Is the antenna mounted on an exterior wall inside the building? (if applicable)

• Yes: Proceed to Step 2H. 
• No: Relocate the antenna to the inside of the exterior wall of the room and move to Step 2H.
• Not Applicable: Proceed to Step 2H.

2H. Can the antenna be extended and installed outside the utility vault or mechanical room?

• Yes: Extend the antenna and relocate it outside the utility vault or mechanical room. 
• No: Proceed to Step 2I.
• KB Article: For instructions on extending the antenna outside the box or vault, click here. 

2I. Do you have a Wilson Cellular Network Test Kit? (if you have one)

• Yes: 
  • Perform spot tests around the meter location to identify the strongest signal areas.
  • Relocate or extend the antenna to the optimal location based on your findings.
  • Proceed to Step 3 - Replace the device if communication issues persist.
• No: 
  • You have exhausted all antenna related troubleshooting. 
  • Proceed to Step 3 - Replace the device. 

If the device continues to experience communication issues after all troubleshooting steps have been completed - including confirming battery health, inspecting all antenna components, verifying placement, and performing spot signal test - proceed with replacing the UltraSonix flow monitor. 

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