FAQ
On the temperature line graph, when the temperature crosses outside the set thresholds, does the colour of the line change?
The colors displayed on the chart remain unchanged regardless of whether the temperature is within the threshold range. A temperature outside the set range is visually indicated by the light blue temperature line rising above the red line (high ...
Do the data points represent the average temperature over the hour?
No, the data points represent the temperature at that time. Sensors sample the temperature every minute and if the temperature is within the range of the set thresholds it then reports to the gateway every hour.
On the temperature chart, how do I zoom back out on the data once I have zoomed in?
To return to the original view on the temperature chart after zooming in, simply double-click on the chart. Additionally, you can adjust the date range for the data being displayed in the top right-hand corner of the screen. Clicking on the clock ...
Is it possible to export images of the data charts/graphs from the dashboard?
Unfortunately, direct export of data charts and graphs from the dashboard is not supported. However, the Snip tool included in Windows can be utilized for this purpose.
What is the advantage of receiving excel reports compared to pdf reports?
The pdf reports are very long documents that require a lot of scrolling. The excel reports create a more organized format by separating each device into its own worksheet within the workbook.
What is the most common frequency selected for automatic reports?
For automatic reporting, the most common frequency selected is weekly. Receiving reports weekly helps to minimize the size of the files, resulting in more manageable data.
Why are the thresholds set so close to the temperature data? (Grocery)
Thresholds are positioned near the majority of the data to account for the two-hour delay in alarms, ensuring timely alerts if something goes wrong. If the thresholds are set too far from the data, an alarm might not be triggered in time to save the ...
If a temperature consistently falls below the low temperature threshold, would you recommend lowering the set threshold?
It depends on the type of product stored in the unit. For frozen products, lowering the temperature threshold is acceptable. However, for produce, you generally shouldn't decrease the low threshold too much, as freezing the product can cause damage ...
Is there a way to choose which locations alert which users?
Yes, we do have the capability to separate devices and customize access permissions for each sensor. Currently, adjusting locations and access permissions must be done internally here at RCI, however the new software platform will allow for this ...
Is there a way to customize escalating alerts?
As of right now, escalating alerts are not supported. When an alarm is issued, all the contacts will be once at the same time. We will be switching to a new software platform this year that will offer several additional features including escalating ...
Will all the contacts entered receive an alert at the same time?
Yes, should an alarm be triggered, all email and phone contacts entered will receive an alert at the same time.
Why haven't I received an alert when the temperature has already been above the high temperature threshold for an hour?
For units in restaurants and grocery stores an alarm will not be immediately be issued when a temperature crosses the high threshold. An alert will only be sent out if the temperature remains above the set high threshold for two hours. This two-hour ...
Can the two-hour delay on alarms be removed?
The two-hour delay is in place to account for defrost cycles. Sensors can be changed (by RCI) from the two-hour delay to immediate alarms for specific cases (i.e., sensors located near the IT rack).
How do I turn off alerts while I am away on holidays?
Navigate to and open your location in the dashboard. Locate where the contacts are listed. Click on the pencil icon. for an email contact, toggle off "Email Alerts" and for a phone contact, toggle off "SMS Alerts" and "Call Alerts". Lastly, click ...
Will contacts continue to receive alerts if an alarm has not been acknowledged?
No, all contacts will only receive the one alert. The alarm will continue to be displayed in the alarms tab on the dashboard however it will not send out the alerts again. With the new dashboard Luc is working on additional alerts will be sent out if ...
What should I do if my gateway goes offline?
Disconnect the gateway (both ethernet and power if applicable) and allow it to rest for a few minutes. Reconnect the gateway and wait for a few minutes. This should reset the gateway and restore its connection. Here are some additional ...
Why are two sensors within the same refrigeration unit reading different temperatures?
The sensors measure ambient air temperature, which can vary throughout a unit. In a cooler or freezer, temperature readings may differ depending on where the device is placed, such as near a door or a fan.
Why are multiple sensors reporting warmer-than-expected temperatures?
The sensors monitor ambient temperature, which can vary within a unit and therefore it is possible that the sensors are situated in a warmer area. We can try relocating these sensors to obtain a more accurate reading.
Why are some sensors showing lower battery than others?
The battery indicator displays the voltage, not the capacity. Cooler temperatures can cause the voltage to drop, but this does not reflect a decrease in capacity. If the voltage is above 2.6 to 2.7 and no 'low battery' alarms are issued, the sensor ...
Will the temperature of outdoor freezers increase in the summer?
The temperature of outdoor freezers may fluctuate with the season due to the changes in outdoor temperatures. It is best to monitor these units and adjust the thresholds if needed.
Can more than one person get the alerts?
Yes, any individual with a completed contact field and alerts turned on will receive the alert. A total of four emails and four phone numbers can be entered.
Do you have an app in the app store?
Currently we do not have a mobile app available for download, however we are actively developing an app to be released in the near future! In the meantime, the dashboard can be accessed by smart phones on any web browser. You can navigate directly to ...
How do I login to my dashboard account?
Visit the RCI website at rivercityinnovations.ca and click "Dashboard Login" on the top right corner. Login using your email (email is case sensitive, enter using all lowercase) and password.
Why haven’t I received an account activation email?
Account activation emails are sent once all equipment is shipped. If you have received your equipment and still do not see an email, double check that the email address is the same as the one provided to RCI. If you still do not see an account ...
How often is data updated on the dashboard?
Our devices have a standard once-per-hour uplink time, where stored data is sent from the Gateway to the Cloud Dashboard. In the case of detecting out-of-range temperatures, data transmission becomes more frequent. Users have the flexibility to ...
How difficult is it to set-up the gateway?
Easy! Typical set-ups can be done in less than 5 minutes, all you need is power and internet! Steps: Power the Gateway by plugging it into an outlet using the DC power adapter (provided), or over a POE (power over ethernet) connection if available. ...
What happens to my data when the internet goes out?
Our devices will still transmit data to the Gateway during internet outages. The Gateway will store the data until the internet connection resumes.
Are the sensors always monitoring the temperature?
The TxH sensors monitor for temperature every 60 seconds to prevent product loss using accurate, real-time data. Temperature readings are transmitted to the dashboard every hour as long as they remain within the set temperature threshold range. ...
How accurate are temperature readings?
Our Temperature & Humidity Devices provide readings within ±0.2°C to ±0.4°C accuracy.
Do your temperature & humidity devices require re-calibration?
No, our devices are pre-calibrated to NIST standards and are lab-guaranteed for 5-10 years depending on their application.
Are defrost cycles going to trigger alerts?
No, the system includes a 2-hour delay window to account for defrost cycles. An alert will only be issued if the temperature remains outside the set range for more than 2 hours.
What is the battery life of your devices?
Our Temperature & Humidity Devices have up to a 10-year battery life!