Create a Support Ticket | EnviroPro Soil Probes

Technical Support Form

Report a product technical issue by filling out the following form for our tech support team.

The details you provide will be used to make an initial assessment of the product issue. Please include as much detail as possible so our team can determine whether the problem can be solved, if the product will need to be replaced and if it is covered under our warranty replacement policy. You will be provided with a support reference number, which will be included in all correspondence relating to your support case. Based on the initial assessment you will be advised on the next steps to be taken to resolve it.

We recommend you do not uninstall the probe unless requested by our technical team. Please DO NOT RETURN THE PROBE without an RMA issued by Entelechy.

If you have a USB to SDI-12 interface or your logging equipment supports transparent SDI-12 commands, use the “I” command to read the probe model and serial number.

Customer Information

Customer / Company Name *

Contact Name *

Business Address

Phone *

Email *

Item Identification

Probe ID - Obtained electronically via 'I' Command

OR

Probe Model

Probe Serial Number

Purchase Date (if known)

Purchased From

System / Installation Details

What kind if logger / telemetry are you using as your host device?

Upload logger documentation

Choose File

How long has the probe been installed / in service?

Is the probe a standard install? *

If not a standard install, please describe how it has been installed (e.g. how far or below the surface is the probe installed?).

How many probes are connected to the same logger / SDI-12 BUS?

What are the SDI-12 addresses of the connected devices?

Was the probe installed using a bentonite slurry?

What is the location of the probe install?

Has the probe been removed and redeployed in a new location?

How are the readings being taken?

How frequently are readings being taken?

What soil type has the probe been installed in?

Are there other probes installed in the same area?

Are they showing similar readings?

Power Supply

What is the telemetry nominal battery voltage?

Is it being boosted to power the probe?

How much current can the telemetry supply?

Is the battery recharged by solar?

Is the probe being completely powered down between readings?

Power supply has been checked

*Recommended operating voltage: 7V to 16VDC. Minimum operating voltage 6VDC **

Power supply is within SDI-12 specs

See full EnviroPro Specifications

Description of Technical Issue

For the fastest possible processing time, please describe the behaviour / technical issue observed and situational information in as much detail as possible. Upload all relevant logging data & screen captures at the highest resolution available.

Description *

When did the described behaviour first occur?

Upload log files and other supporting documents

Choose File

Please attach a log file and screenshots (with scale) for at least 1 month around when the issue occurred. Include all available data. ie moisture, temperature, salinity, telemetry battery state, irrigation events, rainfall events, etc.

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