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CUSTOMER SUPPORT

The Utility Systems customer support team are ready to help! This is a channel for customers that require assistance with software installations and product troubleshooting. Support is provided remotely and is rendered via the internet, whereby we connect to the customer’s field service terminal (FST) to troubleshoot any problem. In-field technicians are also on standby to assist when necessary.

SOFTWARE SUPPORT

Utility Systems provides periodic software updates to the FST in order to ensure the terminal is current with the latest Utility Systems products and terminal operating system.
Customers will be contacted when an updated version of the software is available, but can also contact our customer support team at any time to check if an install is required.

Tel: +27 (0) 31 700 4143
Fax: +27 (0) 31 700 4147
E-mail: support@utility-systems.co.za

TRAINING

Utility Systems product training is an interactive course designed to equip all levels of users from the technical staff to management on the various metering solutions Utility Systems’ has on offer.

Tel: +27 (0) 31 700 4143
Fax: +27 (0) 31 700 4147
E-mail: support@utility-systems.co.za

FREQUENTLY ASKED QUESTIONS


Why don't I have water?
  • Device Credit has run out
  • User Interface Unit not paired to enter token
  • Device has been tampered wit
  • Inlet or outlet stop cock closed
  • No water supply in area
What information is displayed on the device screen?
  • Remaining credit shown with an “L” indicator
  • Total consumption shown with an “m3” indicator
  • Valve status – If droplet is solid = Valve open
  • Valve status – If droplet is missing = Valve closed
  • Leak status – If droplet is blinking
How do I pair the User Interface Unit to the Water Management Device?

Enter the command #999#device serial number ###
Example: #999#41162367871###

How do I enter a token

Enter 20-digit token followed by the # key after the User Interface Unit has been paired.

How do I check how much water I have left?

Press ## on the User Interface Unit once the User Interface Unit has been paired to a Water Management Device (WMD).

How do I pair my UIU with my WMD?

To register your WMD serial number with your UIU, press ï to wake up the device and then from the home screen enter sequence #999#WMD SERIAL NUMBER#. The UIU will accept any numeric value and move the cursor on. The new UIU serial number will only be registered if the full 11 digits are entered and the # key is selected. If an invalid serial number is entered, the unit will return to standby mode. If a valid serial number is entered, the UIU will attempt to synchronise. Press ï to exit, or wait for the display to time out.

How do I find out the serial number of the WMD that my UIU is pair with?

Press ï on your UIU to wake up the device and then from the home screen enter command #994#. The serial number of the WMD that the unit is paired with will be displayed and scroll across the screen. Once the whole serial number passes through the display it will wrap around. This will continue for 60 seconds. The UIU can be taken out of this mode simply by pressing the ï key. This feature can be used when a consumer needs to know the serial number of the WMD that it is paired with so that credit can be bought. Press ï to exit, or wait for the display to time ou

How do I find out my supplier group code using my UIU?

Press ï to wake up the UIU and then from the home screen enter command #996#. This is beneficial to the user to establish the vendor’s ID so that credit can be bought from the correct supplier. This will happen if a meter has been reallocated to another area. Press ï to exit, or wait for the display to time out.

How do I set the time and date on my UIU?

The Time is displayed in 24-hour format and the ¸ symbol is shown.

  • Press ï to wake up the device.
  • From the home screen enter sequence #993#HHMM#DDMMYYYY#.
  • The time format is 2 digits for the hour in 24-hour format (00-23) and 2 digits for the minute (00-59).
  • The time will be updated if the digits entered were valid and the # key has been selected.
  • The Date is displayed in the following format DDMMYYYY the ¦ symbol is shown.
  • The date format is 2 digits for the day (1-31), 2 digits for the month (1-12) and 4 digits for the year (2000 – 2099)
  • The date will be updated if the digits entered are valid and the # key has been selected.
How do I find out my end of month reading using my UIU?

Press ï to wake up the UIU and then from the home screen enter command #991#. The end of month reading is displayed as an eight-digit number with the m³ symbol displayed as the unit of measure. The display is padded with leading zeros and emulates the tumbler readings on the water meter. The large digits represent the meter reading as recorded at midnight on the last day of the month in cubic meters. The month symbol ¦ is shown. Press ï to exit, or wait for the display to time out.

How do I set my allocation trigger on my UIU?

Press ï to wake up the UIU and then from the home screen enter command #992#. The allocation trigger command allows the consumer to manually set a trigger for the display to blink once it has reached this trigger value. Its purpose is to inform the user that he/she is running out of credit and needs to load a credit token soon. Default value is 50L. Press ï to exit, or wait for the display to time out.

How do I enable emergency water using my UIU?

Press ï to wake up the UIU and then from the home screen enter command #911#. Emergency Water may only be invoked on a WMD with emergency water feature enabled. The emergency water allocation is only used when the normal free allocation has run out. Initiate emergency water using command #911#. Disable emergency water using command #911# again. Press ï to exit, or wait for the display to time out.

How do I check my remaining emergency water allocation on my UIU?

Press ï to wake up the UIU and then from the home screen enter command #010# to display the remaining emergency allocation. Press ï to exit, or wait for the display to time out.

How do I check my remaining yearly allocation on my UIU?

Press ï to wake up the UIU and then from the home screen enter command #011# to display the remaining emergency yearly allocation. Press ï to exit, or wait for the display to time out

How do I check my remaining emergency allocation time on my UIU?

Press ï to wake up the UIU and then from the home screen enter command #012# to display the remaining emergency allocation time. Press ï to exit, or wait for the display to time out.

How do I find out what my free daily allocation is on my UIU?

Press ï to wake up the UIU and then from the home screen enter command #000# to view the free daily allocation plus credit. Press ï to exit, or wait for the display to time out

How do I check my remaining daily allocation on my UIU?

Press ï to wake up the UIU and then from the home screen enter command #001# to view the remaining daily allocation. Press ï to exit, or wait for the display to time out.

How do I check my remaining credit on my UIU?

Press ï to wake up the UIU and then from the home screen enter command #002# to view the remaining credit. Press ï to exit, or wait for the display to time out.

How do I check my daily allocation limit on my UIU?

Press ï to wake up the UIU and then from the home screen enter command #003# to view the daily allocation limit. Press ï to exit, or wait for the display to time out.

How do I check my daily allocation time on my UIU?

Press ï to wake up the UIU and then from the home screen enter command #004# to view the daily allocation time. Press ï to exit, or wait for the display to time out.

How do I check my remaining lifeline allocation on my UIU?

Press ï to wake up the UIU and then from the home screen enter command #005# to display the remaining lifeline allocation. Press ï to exit, or wait for the display to time out.

How do I check my total lifeline allocation on my UIU?

Press ï to wake up the UIU and then from the home screen enter command #006# to display the total lifeline allocation. Press ï to exit, or wait for the display to time out.

How do I check my lifeline remaining days on my UIU?

Press ï to wake up the UIU and then from the home screen enter command #007# to display the lifeline remaining days. Press ï to exit, or wait for the display to time out.

How do I check my lifeline daily limit on my UIU?

Press ï to wake up the UIU and then from the home screen enter command #008# to display the lifeline daily limit. Press ï to exit, or wait for the display to time out.

How do I check my total to date on my UIU?

Press ï to wake up the UIU and then from the home screen enter command #009# to display the total to date. Press ï to exit, or wait for the display to time out.

How do I request lifeline water using my UIU?

Press ï to wake up the UIU and then from the home screen enter command #971# to request Lifeline Water. Press ï to exit, or wait for the display to time out.

How do I reset my UIU user pin?

Press ï to wake up the UIU and then enter the change WMD PIN command #986# from the home screen. You will now be prompted to enter the existing PIN. The default pin is 0000. Enter the PIN and press #. You will now be prompted to enter the new PIN. Enter the PIN, and press #. You will now be prompted to confirm the new PIN. Confirm the PIN, and press #. If the PINs entered match, the UIU will display a tick mark indicating success.

NOTE: In order to override the valve, or activate Lifeline or Emergency water, the User PIN will be required, if set to a value other than the default 0000.