Connectivity, alerts, and site communications
- Why does a site show as "disconnected" in the Portal after a site outage?
- I am only receiving live data from some of my turbines (or devices), not all. Why?
- My OT Sensor is showing as offline or disconnected. What should I do?
- What is a "SIM Door Event"?
- What is a "Data Cap Threshold" alert, and what causes unusually high data usage?
- What is a "Failover Event"?
VPN and IPSec access
- I need access to a site (jump host or remote access) and it appears offline.
- Can you apply a VPN or router configuration change requested by a third party?
- My VPN certificate has expired or is about to expire. What happens?
- I cannot log in to the VPN client (for example GlobalProtect). What now?
- My IPSec tunnel (or VPN) to a site is down. How do I get it back?
Firmware, certificates, and licences
- The Portal says my asset's licence has expired and access is restricted. What does that mean?
- My firewall licence or certificate is outdated. How do I proceed?
- I received a firmware update or scheduled upgrade notice (for example a firewall firmware update or a PAN-OS upgrade). Do I need to do anything?
Raising and tracking support tickets
Using the Portal: access, visibility, and data
- How do I search across my portfolio?
- How do I export data from the Portal?
- Is a higher supplier score better or worse?
- Which compliance frameworks does the Portal support?
- What does the "Acknowledged" status on a recommendation mean? Does it still count as unresolved?
- What currency are the figures shown in?
Setting up and changing a site
- We need to provide network details for a new integration or buffer (IP address, subnet, gateway, DNS). Where do these go?
- We are migrating the site's internet connection (for example to satellite / Starlink) or changing the public IP. What should I tell you?
- I am adding or improving monitoring on a site (for example configuring SPAN ports on a SCADA switch). What do you need from me?