How to check if a product has been encountering any unexpected behavior

This guide will cover in details how to check for any faults that may be occuring for any products that you have installed. The portal gives a detailed log of any "Info", "Caution" or "Critical" events that are useful to know. This varies from a bluetooth connection being made, a charging session starting, or even PEN fault alerts.

Option 1 - Finding the product from the Location

Firstly, log into the Partner Portal with your credentials and find the relevant Location, you can either scroll through to find the customer, or use the filters at the top of the page.

Once you have accessed the intended Location, find the specific product you are wanting to check. Firstly go to the circuits tab, then click "details" for the product that seems to be having the issues.

Option 2 - Finding the product using the Serial Number

Rather than going through the Location to find the product you want to look into, if you have the serial number you can search for this instead. In the Portal, under Products click on the relevant product type. You can then search for the serial number and find click details for the product in question.

Diagnosing the issue

Once you have reached the product page through either of the above methods, navigate to the events tab, click on the "events" tab

You will now be brought to a page that features lots of useful information. You can scroll through all the events that the product has registered, or to filter down your search, filter the results by "Severity". If you select "Critical" and search, any events that NexBlue have deemed critical will show up for the product. Critical events include Leakage current detected, PEN fault detected, tamper detected, and many more that can be found in our Event List article.