This training guide has been put together to help with troubleshooting hubs that are installed and in the field and may need some form of maintenance or remedial works carried out on them.
We have tried to think of every scenario that you might encounter in the field and show you how to rectify these issues. There may also be scenarios where you will have to swap out a unit because you cannot fix the problem and have to return the unit to Guru.
In some cases, you will need a Guru Champion within your company or a Guru technician on the other end of the phone that can carry out some checks for you on the head end server.
What is the Guru Hub?
The hub is a smart metering device, that allows landlords to monitor up to 5 utilities, it uses the mbus protocol to read the meters that are monitoring the utilities. The Guru hub itself does not read consumption directly at the source, it just requests the data off the meter. As will all meters they have to conform to the MID (Measuring Instruments Directive). Normally these come in three classes, 1-3, 3 being the lowest accuracy. You would typically find a class 2 meter installed in the dwellings which are over the specified requirement as 3 is stated in the Measuring Instruments Directive.
The Guru Hub also eliminates debt risk as it can be set up in a pre-payment mode which means the residents have to top up with an amount of money that is above the chosen cut off value. If the resident has no heating or hot water, then it could be that there is no credit available and they should top-up immediately.
Further to monitoring and debt risk management, the hub also collects data over a whole heat network. Using this data Guru can pinpoint the inefficiencies in a heat network. This enables the client/landlord to fix problems faster because we can see where the problems lie immediately, and therefore costing less in Maintenance and Operations.
What is a Zigbee/Digimesh network?
Zigbee/Digimesh networks are two different types of wireless mesh radio protocols. Zigbee operates in the 2.4Ghz frequency, Digimesh operates in 868Mhz frequency.
Hub I uses the 2.4Ghz protocol and is now deprecated within Guru’s design and manufacture process.
Hub II uses the new and improved Digimesh protocol and is far superior with network stability and robustness.
Both technologies allow for meshing but are not interoperable.
When we speak about meshing, this means that all devices that share the same network will use each other’s radio antennas, on the hubs it can see around it. The best way to describe a mesh network is like a spider web, whereby the web lines are signals and the intersecting areas are where a node (Hub) is.
Commissioning a hub
In order for a hub to do its job correctly, it needs to be commissioned. To commission the hub, you will need the following:
- A Guru commissioning cable (available from Guru Systems)
- A valid. p12 security certificate (available from Guru Systems)
- A portable computer with the latest version of the Java Runtime Environment (available from www.java.com). If you’re unsure whether this is the case, please ask your systems administrator.
- The latest FTDI driver for use with the Guru commissioning cable. This should automatically install on first use of the commissioning cable. If you’re unsure whether you have the latest drivers, please ask your systems administrator.
Before you commission
Before you commission any Hub, you must ensure that:
- The Guru Base Unit has been installed in accordance with the Guru Hub Installation Guide
- The “mains present” LED is illuminated (See figure 1 Arrow 1).
- The mains cover plate is in place and has been secured with the screws provided with the Guru Base Unit. (See figure 1 Arrow 2).
If you discover that any of these is not the case, then inform your manager and stop the commissioning process until the problems are corrected.
Figure 1 – The inside of a Guru Hub
Once you’ve done the basic checks above, prepare to commission by doing the following:
- Attach the Top Unit to the Base Unit using the ribbon connector and put the Top Unit in the offset position as described in the Guru Hub Installation Guide.
- Plug the Guru commissioning cable into a USB port on your portable computer. Connect the other end of the cable to the debug port on the Base Unit (see figure 1 arrow 3).
- Run the Commissioning Tool by double-clicking on the “CommissioningApp.jar” file in its folder on your laptop If you’re unsure where this is, please ask your systems administrator. You should now see the screen as shown in [figure 2].
- Choose your security certificate by navigating to and selecting it [figure 2 Arrow 1] and enter your passphrase. This passphrase is unique to your certificate and click OK.
Figure 2 – Certificate selection and password entry window
- Connect to the Guru Hub by choosing the correct serial port in the drop-down and clicking “connect”. If you receive a “device not responding” message, you probably need to try another serial port to choose from the drop-down list. You should now see the screen as shown in [figure 3]. You’re ready to start commissioning.
Figure 3 – Hub window on the commissioning app
The easiest way to commission and test a Guru Hub is to use a configuration script. These are electronic files provided to you by your IT team/Guru Champion, alternatively, you can use process in appendix 3.
The basic steps below assume you are using commissioning scripts. If you aren’t, please go to section “Manual commissioning”
Commission the Hub by doing the following:
- Enter the name of the Hub into the “Location Name” text box and click “set”. It is typical practice for the name to correspond to the flat number or plot number.
- Load the config script by clicking on the “Load Config” button and navigating to the file provided by your IT team. Once loaded, click “Run Configuration”. You should receive “Success” at the end of the script. If this is not the case, please refer to the person responsible for writing the scripts in your company.
- Click “Set Time from Gateway” to set the time and ensure that a) the Hub is connected to the wireless mesh network and b) can see the Gateway. (This can take up to 3 minutes on Hub II due to the way the network joins new nodes.
- Once the configuration script has been successfully run, you can create and save a summary report in the following way:
- Click “Initialise Report” to create a report header in the output window of the “Hub” tab.
- Run configuration as above.
- Click “Save Report” and choose a suitable location for the output file.
- Disconnect from the Hub by clicking on “Disconnect” in the commissioning app.
- Attach the Top Unit to the Base Unit as shown in the Installation Guide and apply tamper-proof seals (recommended).
If you aren’t using config scripts or if you need to manually configure a Hub, you can do so using the other tabs on the Commissioning Tool.
Following manual commissioning, ensure that you disconnect from the Hub by clicking on “Disconnect” in the commissioning app. Then attach the Top Unit to the Base Unit as shown in the Installation Guide and apply tamper-proof seals (recommended).
Click on the “Accounts” tab. You can select an account to configure in the “Select Account” dropdown.
For each account, the following items are configurable:
- Account Name (Hub 2 only) - You can name the account here eg heat account
- Account active tick box – sets an account to the active or inactive. When inactive, all items for an account are greyed out.
- Utility type drop-down – sets the type of account, for example, Heat/Electric/Water
- Utility unit’s drop-down – sets the unit of measurement for the utility you have selected in the step above, e.g. kWh for heat, m3/h for water
- Primary relay drop-down – sets relay that the shut-off valve is connected to for the utility you are configuring. Please refer to site documentation for the correct option as this can differ from site to site. If the correct relay is not selected then if a tenant goes into an “Exhausted Credit” state on the Hub then their supply will not be shut off.
- Secondary relay drop-down – typically not used. May be used in the case where two relays are used to control a single valve.
- Shut-off Mode drop-down – sets the way in which the shut-off valve works. “Primary off enables” will leave the utility supply connected until the account is in use. Please consult the shut-off valve manufacturer’s documentation for the required setting.
- Meter – see section below on configuring a meter
- Report Period drop-down – sets the frequency with which data is sent to the HES. 30 minutes is recommended.
You can also perform the following actions:
- Enable manual control of relay – Use this to test the Shut Off valve is functioning correctly.
- Automatically update the display of meter readings – This area will display the details in real time from the meter.
Configuring a meter for an account
Click on the “New MBUS meter” to add a new meter, also see document Recommended Heat Meter Commissioning Guidelines for the correct settings for the meter types supported by the Guru Hub.
There are two ways to add a meter: manually or by doing an automatic scan.
- Manual add; Click manual add and enter the Mbus address of the meter. Click OK. The Mbus address should now show in the left-hand column. Clicking on the address in the left-hand column will read and display all values in the right-hand pane. Click ok.
- Automatic Scan; Click on “Start Scan”. The scan will progress through each Mbus address. Once the scan reaches the address of the meter, the address number should appear in the left-hand column. To stop the scan, click on “Start Scan” a second time. Click ok.
If the meter does not respond to pings then you will have to enter the Mbus address manually or scan for the meter.
Choose the correct Baud Rate for the meter as per the Recommended Heat Meter Commissioning Guidelines and also the recommended Minimum Read Interval depending on battery or mains powered meters.
Once you have applied the correct settings, click OK.
You should see meter readings being received from the meter at the bottom of the window [figure 4]
Figure 4 – Meter setup for an account (Hub 1)
To configure a pulse meter for the account you need to know some information relating to the meter itself.
You will need how many pulses are triggered per unit of consumption, for example, the pulse meter might be 100 pulses per m3.
Once you have this information, then simply enter into the meter field on the account page
Pulse/0/100 *where 100 is the pulse count per m3. Or simply click the add pulse meter button and enter the value there.
You can see alarms and events generated by the Hub by clicking on the “Logs” tab and selecting either the System or Security Log in the dropdown.
Scanning and manually joining a radio network
Click on the “ZigBee” (Hub 1) or “Digimesh” (Hub 2) tab to view information on the current radio network or to see networks that may be available to join.
Information about the current ZigBee network includes:
- Joined (yes/no) – this indicates whether the Hub has successfully seen and joined the ZigBee/Digimesh network.
- Connected (yes/no) – this shows if the hub is currently connected to the ZigBee/Digimesh network. Note, a Hub may be joined to a network, but not currently connected.
- Channel (Hub I only)– This indicates the channel of the currently connected network, this should match up with the Gateway’s operating channel.
- Pan ID – indicates the short Pan ID of the current radio network.
- Extended Pan ID (Hub I only)– indicates the long Pan ID of the current radio network.
- Preamble (Hub II Only) - This is unique to each gateway. It should be a value between 1 and 5.
You can scan for available networks by clicking “Rescan for networks in range”. This will display all visible ZigBee nodes, which may be on one or more networks. For each node, the following information is displayed:
- Channel – as described above
- Pan ID – as described above
- Extended Pan ID (Hub I only)– as described above
- Link Quality – indicates the strength of the signal [between the Hub being commissioned and the node displayed in the Networks. 255 is the best possible link quality.
- Level (dBm) – indicates the strength of the received signal at the location of the Hub being commissioned. A level of more than 85 dBm indicates a weak signal level, which should not be relied upon to form a stable network.
- Joinable – This will indicate whether you can connect to this hub as part of the ZigBee network.
You can join an available network by clicking on any node to highlight and then clicking “Connect to selected network”. You will then be prompted for a link key for the selected network. Enter the link key and click OK.
(!) Only attempt to join an available network if you are an advanced user and know the link key for the network you want to connect to.
(!) Attempting to join a new network will cause the Hub to unjoin any network it’s currently connected to, even if it does not successfully join a new network.
(!) Hub I needs to be in range of its required network, if this is not the case, network reinforcement will be required. You cannot run a config on a hub that does not see its network as it will forget its settings and never join.
(!) Hub II can be commissioned without a gateway present, this means that there is also the opportunity to commission mostly offsite and then when on site you can configure the meter(s) to the Hub.
Basic Hub Troubleshooting
The Hub screen is off.
Is the screen in sleep mode?
By default the hub II screen is set to turn off after 30 seconds of inactivity, this serves purpose for two reasons, one is that it is energy saving, and the second is we want to make sure every ounce of the radio signal is available so we reduce any interference from the screen by turning it off, there is no setting that allows the screen to remain on, but the timeout setting can be changed to as much as 30 minutes. To do this simply touch the settings cog, then display settings, and slide the slider to the desired setting.
A hub I screen does not turn off by default but can be set to sleep after a certain amount of time. To check this, touch the screen and see if the display comes on. If it does not, remove the top unit and check for mains power by checking the mains power LED.
Is there power to the unit?
There are two ways to check this:
- The first is to make sure any isolation switches are switched on, eg a switched fused spur installed that inadvertently turns off the Guru Hub (We say that the hub should always be on unless isolated for maintenance).
- The second is to remove the top unit carefully and check for a mains power light on the PCB of the base unit. If the red LED is not on, then there is no power. If the mains supply is on, then there could be a problem with the base unit itself. We recommend a qualified electrician measure the voltage across the mains terminals.
To do this, the mains voltage cover needs to be removed and then use a multimeter across the live and neutral terminals on the left-hand side. There should be circa 240v present. If the voltage is present then the base unit will need to be swapped out. If there is no voltage then the problem lies before the hub itself. N.B. This task should only be carried out by a qualified electrician.
Is the ribbon cable inserted correctly?
Between the top unit and the base unit, there is a ribbon cable. This needs to be securely inserted into both parts of the hub. To check this remove the top unit carefully by removing the screw underneath the fascia, then slide the top unit upwards and pull towards you. Lift the screen up and check that both ends of the cable are inserted fully. If they are then there is a problem with the top unit and it will need to be replaced with a new one and recommissioned.
To carry out a top unit swap out, please see Appendix 1.
Once the top unit has been replaced please return the faulty unit to Guru Systems using the faulty returns sheet
No meter data is being collected
Has the hub been commissioned correctly to the meter?
In order to check that the meter has been commissioned to the HES correctly, you will need to log into the commissioning app and navigate to the account settings.
If there is no meter mbus address in the mbus address field then you will have to add the address in the format of mbus/XX (where xx is the secondary address of the heat meter.)
If you encounter an error when adding the mbus address, please check the following:
- Make sure there is continuity between the heat meter and the hub mbus cable. For example, there have been cases when the cable has had screws driven through it.
- Ensure that the mbus cable has been terminated into terminals 1 and 2 on the guru base unit on the right-hand side.
- Ensure that the mbus cable has been terminated into the correct terminals on the heat meter. Mbus protocol normally conforms to terminal numbers 24 & 25
- Ensure that the meter is an mbus meter and there are no special functions required to bring it out of a sleep state.
- Make sure the baud rate selected on the hub is compatible with the heat meter. Normally 2400 is required.
- If there is more than one mbus meter connected to the hub, then make sure they support the same baud rate as one another, two different baud rates can’t exist on one mbus master.
- If there is more than one mbus meter connected to the hub, make sure they are on independent mbus addresses. If there is an mbus conflict, you will be able to tell because, in the scan for mbus section on the commissioning app, you will see a number inside triangle brackets like <XX>
- Has the meter been approved for use with the Guru Hub II? You can obtain this information from Appendix 2.
- Is the meter mains powered? If so has it been wired into the mains?
- If you are seeing multiple mbus addresses but only expecting one address, then you might be connected to a sitewide mbus network. (Please disconnect the mbus cable from the hub as a site-wide network also feeds 36v over the mbus cables
- Is there 36v over the two mbus terminals, if not then there could be a problem with the circuit board. This could be either the top unit or the base unit.
- To check this, use a multimeter and measure the voltage over terminals 1 & 2.
- If there is no voltage, then please try a new top unit and return the old unit to Guru.
- If there is still no voltage then swap the base unit and return the faulty unit to Guru.
No power to the unit.
Sometimes you might see that there is no power to the hub. This can be before the top unit is fitted. To identify if there is no power to the unit then please check if there is a red LED light in the base unit. If there isn’t the please carry out the following checks.
- Check there are no isolation switches that are switched off.
- Check voltage over the mains power terminals located under the mains cover plate. (NB This should be carried out by a qualified electrician, DO NOT ASSUME THERE IS NO POWER IF THE LED IS UNLIT)
- If there is no voltage then the supply to the Hub needs to be checked.
- If there is voltage but the top unit is not powering up or there is no LED present then please send the base unit back to Guru and install a new base unit.
- If the new base unit has power and the LED is lit then please change the top unit and return the top unit to Guru.
The valve is not operating when the relay is controlled.
In some cases you may find that a control valve is not opening or closing, this can be a number of factors:
- The valve may not be wired to the base unit. Check for continuity between the relay and the control valve. NB this is mains voltage, please turn off the hub before you test this.
- The valve may be wired incorrectly to the base unit. If this is the potential cause, then a qualified electrician should check to make sure the valve requirements have been met by the Hubs supply.
- The relay may be faulty, although this has never happened.
- The valve may be faulty. Please have an electrician investigate this.
Appendix 1 - Top Unit Swap Out
To complete a swap out, an engineer will first need two key pieces of information before visiting the dwelling to undertake the physical swap out process. The process is as follows:
- Find the Hub’s Location ID. This is one of the Hub Attributes found on the Advanced tab in the Hub Overview screen, or in the commissioning app on the Hub tab, although if there is a problem with the hub and there is no power you wont be able to use the commissioning app to find this out)
- Find the ZigBee/Digimesh link key for the network the Hub is connected to. This is found in your KeePass file (usually found in the Dropbox folder provided by Guru).
Swapping the top unit
- Replace the original top unit with the replacement unit and wait for 30 seconds after power on.
- Connect the commissioning cable to the back box in the normal way.
- Log into the commissioning app.
- Click the ZigBee/Digimesh tab and connect to the network where the top unit belongs using the encrypted link key.
- On the setup tab of the commissioning app, click the “Replacement Hub” button.
- In the “Location ID number” field, enter the Location ID that was retrieved from the HES.
- Tick the box that says download configuration from server. Then click OK.
- All relevant data will now download to the top unit from the HES. While the time it takes to download the data is dependent on the network strength, it could be only a matter of minutes, allowing the engineer to check the Hub has successfully reconfigured itself before leaving the dwelling, this is identifiable when the hub is showing account data on its screen. The data included in the transfer includes:
- Account settings e.g. Meter, relay and M-Bus address for all active accounts.
- Any credit balances and previous reading data.
- Once this process has been completed, the engineer should wait to check that the data transfer has been successful as described in the previous paragraph. If the hub screen does not change then it could be down to weak comms on the network, the engineer should check with someone with visibility of the HES to ensure the new top unit is contactable, and if so then carry out the process from step 5 again.
Appendix 2 - Compatible meter list
Recommended Heat Meter Commissioning Guidelines
When configuring a heat meter to work with a Guru Hub, upon the commissioning of the Hub a meter needs to have specific values set inside the commissioning app. The recommended settings are listed in the table below.
Please also note that whilst we try to ensure a broad range of compatibility, we cannot guarantee results of meters we have not tested, or meters which we have tested but where there may be a firmware version difference.
Appendix 3 - Config Script building
Information required before you start
Understanding a template for configuring a hub
Below is a template of a config file. We use the .json file type to configure the top units as the hubs understand what they are. A free notepad editor will be sufficient to edit the file. (Notepad++ is by far the most versatile). The config files entries are blank (identified by nulls or false), and through these attributes is where you need to identify what is being commissioned against a top unit. We will start by breaking down the various lines of the config file.
- “config”: [
- “set general font_controller ReportingInterval null”,
- “set general font_controller ZigbeeAllowJoining true”,
- “set general font_controller AwaitingConfiguration false”,
- “set account1 font_account AccountActive true”,
- “set account1 font_account PrimaryRelay 0”,
- “set account1 font_account SecondaryRelay null”,
- “set account1 font_account ShutOffMode 2”,
- “set account1 font_account ReportingInterval null”,
- “set account1 metering UnitOfMeasure 0”,
- “set account1 metering MeteringDeviceType 5”,
- “set account2 font_account AccountActive false”,
- “set account3 font_account AccountActive false”,
- “set account4 font_account AccountActive false”,
- “set account5 font_account AccountActive false”,
- “digimesh network 11 0xab2a 0x8fa64882bad720a04ba3392d1519b”
- “set account1 font_account Meter mbus/0”,
- “end” : 
General config file overview
The general overview of the config file is this:
Each line in the config file consists of a command identifier, a place where the command is set, the cluster and attribute where the value needs to be set.
“set general font_controller ReportingInterval null”,
Where “set” is telling the Hub to write the value. general is the place where the cluster exists, “font_controller” is one of the four sets of main clusters on the Hub and “reporting_interval” is the attribute inside that cluster. “Null” is the value to be set (normally a numeric value in this instance).
The lines explained
Line 3 – “ReportingInterval” denotes how often you would like the hub to report ANALOGUE input to the HES. This is normally set to “null” because this particular “RepotingInterval” is for analogue inputs only. Available options are null and numeric values of “300”,”1800”,”3600”,”7200”,”14400”,”21600”
Line 4 – “ZigbeeAllowJoining” This option is to allow the Hub to let other Hubs use it as a pathway back to the gateway. Available options are “True”, “False”
Line 5 – “AwaitingConfiguration” is a state that is shown on the screen if the account has not been configured, this should stay as “false”. Available options are “True”, “False”
Line 6 – “AccountActive” This Should be set to “true” on any account you are wishing to configure. Available options are “True”, “False”
Line 7 – “PrimaryRelay” This allows you to set the relay that the shut-off valve is connected to. The physical relay on the Hubs are numbered 1, 2 and 3, however, the Commissioning app uses 0, 1 and 2. So in this case relay, 1 is 0 on the app and so forth.
Line 8 – “SecondaryRelay” This line is to configure a second relay on the account you are commissioning. Please do not confuse this with the second utility account relay. There is no correlation. You will most commonly find this as “null”
Line 9 – “ShutOffMode” – This command will tell the hub how you want the valve to act when it has power. Most commonly this is set to “2” which is “Primary off enables”, The options are
“0” = “None”
“1” = “Primary on enables”
“2” = “Primary off enables”
“3” = “Dual pulsed on”
“4” = “Dual pulsed off”
Line 10 - “ReportingInterval” – This is normally set to “1800” as it is how often you would like the specific account being commissioned to send reports back to the HES. Please note this value is in seconds. Available options are null and numeric values of “300”,”1800”,”3600”,”7200”,”14400”,”21600”
Line 11 – “UnitOfMeasure” – This is the unit that the Meter sends through to the Hub. The options are
“0” = kW
“1” = m3/h
“2” = ft3/h
“3” = cdf/h
“4” = US gl/h
“5” = IMP gl/h
“6” = BTU/h
“7” = litres/h
“8” = kPa (gauge)
“9” = kPa (absolute)
Line 12 – “MeteringDeviceType” – This specifies the meter type connected to the Mbus terminals, associated with the account you are commissioning. The options are
“0” = Electricity
“1” = Gas
“2” = Water
“3” = Thermal (Deprecated)
“4” = Pressure
“5” = Heat
“6” = Cooling
You will most of the time want 5 here.
Line 13 to 16 – “account(x) font_account AccountActive” - These are the main account active lines if you are not configuring any further accounts on the hub then you can set all of these lines to “false” – The (x) is the account number. If you are configuring any further accounts, follow the same convention as below where (x) is the value required.
“set account(x) font_account AccountActive (x)“,
“set account(x) font_account PrimaryRelay (x)“,
“set account(x) font_account SecondaryRelay (x)“,
“set account(x) font_account ShutOffMode (x)“,
“set account(x) font_account ReportingInterval (x)“,
“set account(x) metering UnitOfMeasure (x)”,
“set account(x) metering MeteringDeviceType (x)”,
“set account(x) font_account Meter mbus/(x)“,
Line 17 – This line is slightly different to the others because it sets multiple values at the same time on the ZigBee network stack. See below for a breakdown:
“Digimeshnetwork 11 0xab2a $0x8fa64882bad720a04ba3392d1519b”
Each Preamble, Short PAN ID, and encrypted link key is unique to every 868Mhz gateway.
Line 18 – “Meter mbus/X” – Where X is MBus address - This is where the MBus of the Heat meter is set. This is very useful if all MBus addresses are the same on every meter throughout the site. However, in some cases meters will only use the last two digits of their serial number. This line can be removed altogether if the latter is the case.
During the configuration file composition, you will need to make sure that each line starts with a “and ends with a “, as shown below:
“set general font_controller ReportingInterval null”,
If there are any other forms of punctuation in the lines, then the config file will fail.
Basic composition of a config file
In every case, a configuration file needs to be made up in the same way when it comes to formatting. As you can see there are parentheses used in many ways and when you open with a parenthesis you need to close in the same way at the exact opposite place in the script.
For example, all commands in the script are between
(COMMANDS INSERTED HERE)
“end” : 
This MUST remain the same in every configuration if any of these identifiers are missing the config file will not run correctly.
How each line is built?
When we look at each line in the config file there is a certain format in which each line needs to be made. Below is a line from the config file that has been broken down to explain the order of the commands.
If we take each entry in a line as a tier, then things become straight forward.
Tier 1 – This is the primary command required this will either be set or ZigBee.
Tier 2 – This identifies whether you want to set a hub value, an account value, or a ZigBee value.
Available options are:
network <- used with the Tier 1 command of ZigBee
Tier 3 – This identifies the cluster that contains the attribute you want to change.
Available options are:
Tier 4 – This is the attribute of the Tier 3 cluster.
Available options are:
ReportingInterval < used with font_controller
ZigbeeAllowJoining < used with font_controller
AwaitingConfiguration < used with font_controller
AccountActive < used with font_account
PrimaryRelay < used with font_account
SecondaryRelay < used with font_account
ShutOffMode < used with font_account
ReportingInterval < used with font_account
UnitOfMeasure < used with metering
MeteringDeviceType < used with metering
AccountActive < used with font_account
AccountActive < used with font_account
AccountActive < used with font_account
AccountActive < used with font_account
Meter < used with font_account
Tier 5 – This is the value you wish to set the Tier 4 attribute to. These values are found in the “The lines explained” section.
Quick Fault Diagnosis sheet
Invalid certificate error on commissioning app
a) Reload the commissioning app and your certificate.
b) Ensure your certificate is in date, if not please
contact Guru for a new certificate.
b) Engineer to check, then Guru to supply
Cannot see mbus meter on commissioning app
a) Check the meter is approved by Guru
b) Check cabling between meter and Guru Hub.
c) Check the meter has been wired into the correct
terminals on the hub
d) Is the correct baud rate set for the meter type
e) Check the voltage across the mbus terminals, this
should be 36 V
f) Replace the top unit then return the faulty one to
g) Replace the base unit then return the faulty unit to
f) Engineer / Guru
g) Engineer / Guru
Can see many meters on the commissioning app
a) Ensure the mbus cable is not connected to the site
wide mbus network if present
b) Make sure the mbus meter is connected to the correct
terminals on the hub base unit.
Hub I - Terminals 3 & 4
Hub II - Terminals 1 & 2
Can see the meter on the commissioning app but the right values are not
a) Has the meter been configured with the right mbus
flags? Check with supplier
b) Is the meter approved by Guru?
The mbus address has <> either side of its number
a) If there are multiple meters on the hub, both mbus
meters need to be on their own mbus address. This means there is a conflict
Cannot connect hub to network
a) Make sure there are other hubs or the gateway is
visible to the hub you are trying to commission.
b) Use a magic cable and take the hub to the gateway to
commission it to the network
c) If it is Hub II then it can take up to 3 minutes to
join the hub and connect to the network. Click the refresh button on the Hub
page and when it takes longer than normal to refresh the data, then click on
the setup tab, then disconnect and reconnect.
d) If a hub II has been connected to a different network
before, then its association to the previous gateway has to be removed.
Please return the hub back to Guru for a reflash.
e) Is the antenna connected to the gateway securely.
Make sure this is tight upon installation.
f) Please make sure that the gateways time has not
defaulted back to 1970. Please have your senior engineer change the time.
Screen is not powering on
a) Is the ribbon cable connected correctly?
b) Swap the ribbon cable
c) Check there is power to the base unit.
d) Make sure all isolation switches are switched on.
e) Replace top unit and return to Guru*
d) Engineer / Guru
Cannot log into the hub
a) The hub might require the converter cable to
successfully connect to it. Please try this.
b) Is the commissioning cable sound? Please inspect and
return for repairs if required.
c) Is your certificate in date and valid? If not please
request a new one.
d) Please restart your laptop and relaunch the
commissioning app. Once you have reloaded your certificate, please try
logging in again.
Valve not operating when relay is tested.
a) Is the valve wired correctly and approved by an
b) Is the valve connected to the correct relay
c) Is the wiring correct for the valve? Please check
d) Is there an audible click when the relay is tested.
If not, return to Guru for a replacement.*
e) Ensure the ribbon cable is connected properly and not
damaged, replace if necessary.
a) Engineer / Electrician
b) Engineer / Electrician
c) Engineer / Electrician
My config Script keeps failing
a) Make sure the script has all the required parenthesis
and punctuation present. Sometimes it can be a simple comma that needs to be
added to the end of a line. Guru will check this for you but in the first
place get in touch with whoever in your company deals with the config
b) Is there a line in the script that is not required?
Removing the mbus meter line is normally one thing that is not required.
I keep getting an error 400, this attribute is not valid.
a) This can normally happen when a heat meter is not
visible to the hub. Please see line 2 in this sheet.
I keep getting an error 500 when I try to connect
a) Please allow enough time for the hub to boot into its accounts, please wait a
little longer before trying to connect.
b) This can normally mean there is a software problem
with the hub please try a new unit and return the faulty one to Guru*
Cannot set the time on the hub
a) Please make sure that the Hub is joined and connected
in the zigbee or digimesh tab.
b) Please make sure that the gateway has not defaulted
back to the year 1970, please have your senior engineer change the time.