Not showing monitoring in real time

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8 comments

  • Official comment
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    Greg Smith Community Moderator
    Early Adopter

    Hi Steve, VP of Software addressed the latency not too long ago in a Community reply:

    We are aware of the current system processing delays we are having. The issue usually occurs during the peak times (Pacific time between 8-10am / Central European time between 17:00-19:00) and results in delays up to 4-5 hours in processing. We have been working on a fix for the past 4 months and have implemented a high speed data processing infrastructure for this.  We are currently sending data to both the old system and the new system. We have a few more weeks of testing and validation before we can go live with it. Our current plan has this issue being resolved by the end of November. We apologize for these impacted systems and any problems it may have caused. This issue surfaced because we have more than doubled the systems in our monitoring infrastructure in a short period of time causing some of our processing mechanisms to slow down when we are at peak. 

    Archie

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    Curtis Community Moderator

    Hello Carrie Santore,

    Thank you for contributing to the Tigo Community!

    Tigo Data is "near" real-time... When looking at your system, you will notice that the data is always 20-30 minutes behind the actual time. This is because the process of batching the data comes in 10-minute cycles (from the CCA). The data is then imported and processed into your account on the Tigo Portal. This process takes another 10-15 minutes before you see it displayed on your account.

    If you have any future concerns, please feel free to contact the Tigo Support Team and request a review of the system or associated services. 

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    Steve Comber

    Hi Curtis,

    I'm seeing some latency in monitoring updates on my system as well. It is not a whole day like Carrie reported but the data doesn't appear to update for several hours at a time.

    If I connect to the CCA via Bluetooth and then hit the Sync to Cloud button in the mobile app, I see new data relatively quickly - but if I don't do this then the mobile and web apps don't seem to auto-update for several hours at a time.

    As an example, I'm writing this post at 13:55 and the monitoring data hasn't updated since 12.38pm. I was also monitoring yesterday and found the updates were occurring approximately every 2 hours, not every 20 to 30 minutes as you mentioned.

    Other than using the Sync to Cloud button in the mobile app, is there any other way to increase or update the transfer speed between the CCA and the EI portal to view the data more quickly?

    Many thanks,

    Steve

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    Steve Comber

    Thanks for the update Archie, much appreciated.

    I wish you well with the upgrade and look forward to seeing an improvement in data transfer rates when you go live.

    Kind regards,

    Steve

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    Steve Comber

    Hi Gregg,

    Did the upgraded system go live at the end of November 2023 as expected?

    I'm still seeing several hours latency between updates for my system. This morning for example, my EI dashboard is only showing data that was collected at 9.45am but it's now 11.30am and there is no new data. Based on a 30 minute update cycle, I should have received updates at 10.15am, 10.45am and 11.15am but there is no new data yet.

    Many thanks,

    Steve

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    Greg Smith Community Moderator
    Early Adopter

    Hey Steve,

    Looks like there may still be some lag. I know the software team is still working hard to upgrade the server.

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    Steve Comber

    Thanks for the update Gregg.

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    Archie Roboostoff Community Moderator
    Early Adopter

    Apologies for the delays. Our previous target of November has been delayed to mid-february. We are currently testing the new infrastructure and will roll it out shortly. Some days are worse than others on the existing infrastructure but we're working to get it sped up as well while we test and roll out the new system.

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