Getting help¶

Who can do this: anyone with a Pulse account.

Contact Lab Monitors support¶

Email support@labmonitors.com.

Include the following so support can find the right thing straight away:

Your organization name.
The service name (and the device EUI, if you know it) the question is about.
The time at which you saw the problem, and the timezone you are quoting it in. Pulse shows times in the timezone set in your profile, so say which one that is.
A screenshot of what you see, including any message text.
What you expected to happen instead.

Many questions can be answered from the interface:

Open the service page and check Last telemetry and Recent Events. See Service pages and charts.
Check whether the service is in a downtime or muted; both are shown on the dashboard card and the service page. See Muting and downtimes.
If you are an organization administrator, check the device's last-seen time on Admin → Devices and the change trail in the audit log. See Devices and Alarm history and audit log.
If you are not receiving notifications, send yourself a test notification from your profile and check your notification schedule. See Your profile and notification settings.

Some changes cannot be made from Pulse by any customer role. Contact Lab Monitors support to:

Create or rename an organization, or connect it to the LoRaWAN network application.
Add a sensor type (device profile) or change the downlink commands a sensor type offers.
Register, replace or remove a gateway.
Retire (decommission), reactivate or permanently delete a device.
Change a device's sensor type (profile) or move a device to another organization.
Add a user to more than one organization, or change which organizations a user belongs to.
Edit the account details of a user who also belongs to another organization.
Restore a user who was deleted.
Fix anything reported by the device tenancy check.

The full list of what each role can do is in the Permissions matrix.

Use a current version of a modern browser (for example Chrome, Edge, Firefox or Safari) with JavaScript enabled. Pulse is a web application; there is nothing to install.
Pulse loads its page styling and its charts from public content delivery networks (CDNs). On a network that blocks these, pages appear unstyled and service pages show no charts, although values, alarms and actions still work. If you see this, ask your IT team to allow cdn.tailwindcss.com and cdn.jsdelivr.net from your network, or use a network that does not block them.
Notification emails come from pulse@labmonitors.com. Add it to your safe-senders list so alarm emails are not filtered.
Times in Pulse follow the timezone in your profile. If times look wrong, check your profile first. See Your profile and notification settings.