Not showing monitoring in real time

Comments

10 comments

  • Official comment
    Avatar
    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

  • Avatar
    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

    1
  • Avatar
    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. 

    0
  • Avatar
    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

    0
  • Avatar
    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

    0
  • Avatar
    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.

    0
  • Avatar
    Steve Comber

    Thanks for the update Gregg.

    0
  • Avatar
    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.

    0
  • Avatar
    Michael Kalcher

    Hallo Tigos!

    mit 10-20 minuten verzögerung wäre alles nicht so schlimm.

    bei mir (anlage 112936) habe ich nach 90 minuten noch immer keine aktuellen daten.

    sobald ich aber via bluetooth eine verbinung zum CCA aufbaue werden die daten instant übertragen.

    nicht 100% in diesen thread passend aber gehört eigentlich zur echtzeit-anzeige: eine standardauswahl energie bzw. leistung wäre nett - auch weil beim wechsel in der app (ios) nicht zuverlässig die seite geladen wird und das rechte sidepanel sich meist nicht mehr aufklappen lässt.

    -------------------
    English Translation
    -------------------

    Hello Tigos!

    With a 10-20 minute delay everything wouldn't be so bad.

    For me (system 112936) I still don't have any current data after 90 minutes.

    As soon as I establish a connection to the CCA via Bluetooth, the data is transferred instantly.

    Not 100% relevant to this thread but actually belongs to the real-time display: a standard selection of energy or performance would be nice - also because when changing in the app (ios) the page is not loaded reliably and the right side panel can usually no longer be opened.

    0
  • Avatar
    Curtis Community Moderator

    Hello Przemek Holodniak

    Thank you for your reply. 

    Normally, the updates would take only 10-20 minutes, but there have been some necessary changes to the International data relay infrastructure. Our VP of Software Products has stated that the new infrastructure change-over has already been started but will take a moment to complete, as it will be accomplished in stages:

    • Overview Page has already moved over to the new infrastructure.
    • Basic Charts Page will be coming online this week.
    • System View Page will be delivered in a few weeks (once the system's data is migrated). 

    We greatly appreciate your patience with this process and assure you that the changes will improve the experience for all our customers.

    Thank you for being a Tigo Community member!

    0

Please sign in to leave a comment.