Question 1

My gateway won't connect to the cloud—what should I do?

Accepted Answer

First, check that the SIM card is properly inserted and that 4G network coverage is available at your location (see the coverage map). Make sure the power supply is stable (9–36V DC). See the troubleshooting guide in our documentation. If the problem persists, contact our support team with your gateway’s serial number.

Question 2

How do I update the firmware on my gateways?

Accepted Answer

From the Eziwan Cloud dashboard, go to Fleet → Select your gateways → OTA Firmware → Choose the version → Deploy. The update is automatic, cryptographically signed, and does not interrupt connectivity.

Question 3

My VPN keeps disconnecting—how can I make it more stable?

Accepted Answer

Check the 4G signal quality (RSRP > -90 dBm recommended). Enable OpenVPN keepalive from the platform (25 seconds is the recommended value). If you have a dual-SIM device, verify that failover is configured correctly. See our VPN guide in the documentation.

Question 4

How do I integrate Eziwan into my Ignition/WonderWare SCADA system?

Accepted Answer

Eziwan provides a comprehensive REST API and supports MQTT brokers, OPC-UA, and Modbus TCP. Specific integration guides for Ignition and WonderWare are available in our documentation. Our technical team can assist you with the Pro and Enterprise plans.

Question 5

What is the replacement procedure in the event of a hardware failure?

Accepted Answer

For plans with extended warranty, replacement is completed within one business day. Contact support@eziwan.com with the serial number. The new gateway is preconfigured with your current settings (ZTP)—just plug it in.

Question 6

How do I export my historical data from Eziwan?

Accepted Answer

From the dashboard, select the variable, choose the date range, and click "Export CSV." The Eziwan REST API also supports automated exports: GET /api/v1/variables/{id}/history?from=2026-01-01&to=2026-06-30. The data is in ISO 8601 format, including timestamp, value, and quality.

Question 7

How much power does my Eziwan gateway use in standby mode?

Accepted Answer

The Eziwan Gateway consumes 2–4 W during normal operation (active 4G connection, Modbus polling). With a 24V DC power supply, this equates to approximately 100–170 mA. In the event of a network outage with store-and-forward enabled, power consumption remains similar. PoE (802.3af) power is supported on certain models.

Question 8

Can I connect Eziwan to a CMMS or EAM system (SAP, Infor, IBM Maximo)?

Accepted Answer

Yes. The Eziwan REST API with webhooks allows you to send alerts directly to your CMMS: a gateway alarm automatically triggers a work order. Pre-built connectors are available for SAP PM, Infor EAM, and IBM Maximo. Contact our technical team for integration documentation.

Support Level	Gateway	Gateway + Cloud	Full Stack	Enterprise
Documentation	✓ Complete	✓ Complete	✓ Complete	✓ Complete
Email Support	48 business hours	< 4 business hours	< 2 business hours	< 1h
Phone	—	—	Mon–Fri 8 a.m.–8 p.m.	24/7 · dedicated
Onboarding	—	✓ Included (2 hours)	✓ Included (4 hours)	✓ On-site service included
SLA Uptime	—	99.5% guaranteed	99.9% guaranteed	Custom

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