Help

Help & playbook

Simple routines for getting the most out of Thermocloud: what to set up first, what to check regularly, and what to do when an alarm goes off.

Set up alarm rules Email support

Start with what hurts most

Protect the expensive failures first — spoiled product in a freezer, a flooded basement, a server room running hot. Comfort can come second.

  1. List the three places where a failure costs you real money or safety, and make sure each has a sensor.
  2. On the Alarms page, create one rule per critical spot — you can type it in plain words, like "alert me if the freezer stays above -15 for 10 minutes".
  3. Pick severities honestly: Critical means drop everything. If everything is critical, nothing is.
  4. Once a quarter, prune: pause rules nobody acts on and tighten the ones that fired too late.

A weekly five-minute check

Alarms catch emergencies; a quick weekly glance catches slow drift before it becomes one.

  1. Open the dashboard, set the range to "Last 7 days", and scan each chart for slow creep — a freezer warming half a degree per week fails eventually.
  2. Compare similar rooms; if one runs noticeably different, something (a door seal, a vent, a compressor) is usually the reason.
  3. After storms or maintenance work, give water-level and rooftop sensors a second look.

When a sensor goes quiet

A sensor that stops reporting can hide a real problem. Treat "offline" as worth ten minutes of attention.

  1. On the Sensors page, filter by Offline — the banner at the top takes you straight there when something stops arriving.
  2. Check the obvious first: power, Wi-Fi or gateway range, and whether anything new is blocking or shielding the device.
  3. Open the sensor's page and look at its history — a clean cutoff usually means power or network; a slow fade suggests a battery.
  4. Want to be told automatically? Add a "stops reporting" alarm rule for that sensor on the Alarms page.

When an alarm fires

A simple rhythm keeps a 2 a.m. alert from turning into a 9 a.m. surprise.

  1. Acknowledge the alarm on the Alarms page so your team knows someone is on it.
  2. Open the sensor's page and check the chart — is it still getting worse, recovering, or flapping around a threshold?
  3. Fix the cause, then Resolve the alarm. The history tab keeps the record.
  4. If the same rule fires constantly without meaning anything, adjust its threshold or "lasts at least" duration instead of learning to ignore it — and email support if something looks wrong with Thermocloud itself.

Onboarding troubleshooting

When new devices fail setup, walk through the guided wizard to confirm connectivity and credentials before escalating to engineering.

  1. Launch the device setup wizard and reproduce the onboarding flow.
  2. Verify provisioning tokens and MQTT credentials; rotate them if the device was previously registered.
  3. Confirm the gateway endpoint responds with HTTP 200 before handing back to the customer success team.

Onboarding analytics

Sign in to inspect conversion, drop-off, and onboarding history for your organization.

Organization-specific onboarding insights are available after sign-in.

Use your Thermocloud account to review session trends, investigate failed setup attempts, and open the full onboarding timeline without generating unauthorized API requests.

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Operational quick checks

Daily readiness

Weekly governance

  • User access review: audit operator accounts from the dashboard roster and disable unused logins.
  • Test escalation paths end-to-end, including third-party paging tools, and document results in the runbook.
  • Dry-run the onboarding wizard with a demo device so troubleshooting tips stay current.