Need Help? Talk to a specialist: 1-630-543-3747

DicksonOne | FAQ's

Frequently Asked Questions

What type of customers are using DicksonOne?
DicksonOne is perfect for virtually all applications. Currently, the system is in use in/for:
  • Pharmaceutical testing labs
  • Pharmaceutical manufacturers
  • Warehouse monitoring
  • Medical refrigerators
  • Testing laboratories

When are you going to release a new version of DicksonOne?
We're often asked when will this be replaced by something newer/better? Well...one of the benefits of a SaaS (software as a service) is that it can evolve over time. Improvements will be made often. Small updates like bug fixes will occur more often, but big feature releases will be less frequent and only when they've passes extensive testing. Hardware updates will happen less frequently, but old hardware will always be able to upload data to DicksonOne as long as the hardware is still functional. 
 
What is SaaS?
SaaS stands for Software as a Service and simply means the software and associated data are centrally hosted in the cloud.
  
What operating systems are compatible with DicksonOne?
DicksonOne can be accessed on any computer, regardless of the operating system, as long as it has a connection to the internet. However, the WiFi logger configuration utility requires a Windows PC to run properly. As a last resort you can create a separate email for the application or use a personal account.


Account Questions

Is there a limit to how many loggers I can add to my account? Can I have administrator users with edit abilities as well as regular users with view-only abilities?
There is no restriction; however, pricing is based on the number of loggers in an account. As long as you've paid for the appropriate plan you can continue adding as many loggers as necessary. DicksonOne supports having both administrative and non-administrative users.

How do I know my account/data is secure?
Account and data security is important to us. In general, we use the latest technologies to ensure your information is safe. DicksonOne uses bank-grade security to protect your data in the cloud. The data is not only stored on redundant servers, but also goes through backups regularly to ensure there are a number of snapshots to go back to in the event of a catastrophe. 
 
What uptime can we expect?
We cannot say for certain, but our goal is 99.9% uptime with planned outages for system upgrades and maintenance. Our site runs on Amazon's server infrastructure; the same infrastructure they use to host Amazon.com as well as thousands of other sites like Netflix, Pinterest, Instagram, and more.

What happens to my data when my account expires?
When your subscription plan expires the following occurs:
  1. You'll become subject to the limitations of the Basic Plan
  2. You'll only be able to view a 30-day, moving-window worth of data
  3. Sample rates will be reset to 1-hour intervals
  4. Alarms will be cleared and disabled
To renew your subscription:
  • Email: support@dicksonone.com
  • Call: 630.643.3747
We have a number of features in place to let you know that your account is about to expire and to minimize any interruptions.
 
What to do if you're not getting emails from DicksonOne.
If you're not receiving emails from DicksonOne it is most often due to our emails being inappropriately flagged as SPAM. Here are some steps you should take to ensure you'll get our emails:
  • Check your spam filter to see if the emails are there, but not going to the right folder
  • Whitelist our email address: noreply@dicksonone.com and/or *@dicksonone.com
  • Add noreply@dicksonone.com to your address book or contact list
  • Add a manual exception or set a filter to never mark emails from noreply@dicksonone.com or *@dicksonone.com to your email application
  • Talk to your IT department about getting an exception on any SPAM filter software or hardware that may be in place for your company

DicksonOne Specific Questions

Is DicksonOne 21CFR11 Compliant?
Yes. DicksonOne meets all requirements of the 21CFR11 (also 21CFR Part 11) codes/regulations.
For more information about 21CFR11 requirements visit the FDA's website.

What types of alarms are DicksonOne capable of?
DicksonOne can send email alarms for temperatures and/or humidity over an upper limit, under a lower limit, low battery, and lost communication.DicksonOne loggers are also capable of alarming at the device for temperatures and/or humidity over an upper limit and/or under a lower limit.
 
How is the data stored?
Data is transmitted from the loggers to the DicksonOne servers automatically where data is redundantly saved across multiple servers to ensure the data is never lost.
 
Can I backup data automatically to my own servers?
This is currently not possible as there is no public API for access to your account's information. We hope to implement a API in the future. An alternative is to download all the data in your account (all data in one zip file) and save it locally to your hard drives and/or servers.
 
Can my logger(s) run on batteries alone?
No. The units must have power or else they will not send data to DicksonOne. If the loggers lose power in normal use they will continue to log temperature and/or humidity. Once power has resumed the data will automatically begin to send data to the system.
 
How do I know if my device has lost power?
Currently the only way to have any indication is if the user has analarm set for lost commmunication. Since devices do not communicate without AC power this can be used as a decent indication of whether or not the device has power.
 
NOTE: Lost communication can also indicate that there is an issue with your network equipment. 
 
What happens if my device loses its internet connection?
The device will stop transmitting data, but continue to log data. If the user has a lost communication alarm set, then it will be triggered. The device will resume transmission once the connection has been reestablished.

Why are there multiple lines of the same color on my graph?
Because there is only so much space on the screen, when you are viewing data from a wide data range, the system must downsample the data. The data is averaged (the solid line) to give you an idea of the general temperature, but because an average may hide an important excursion in your data it is important to be able to see the highest temperature (top faded line) and the lowest temperature (bottom faded line).

In the image above you can see that we are looking at 1 month worth of temperature data (indicated by the "1m" in the lower left) the graph is showing at a 4hr resolution (under the title in the center of the graph). This means that every point is the average of 4 hours worth of data. Using the black dotted line as the indicator of where we're looking at we can learn a number of things about this point in time by looking at the data in the upper right. You'll see the date and time, the average temperature over those four hours (big red numbers), as well as the high and low temperatures over the four hours (smaller, light grey text; right and left respectively).

Help Band

Whiteite 935

White x 5 (Blue/Red/Green at once)
Logger is initializing
Bluesolitary 936


Solitary Blue Blink
Successfully transmitted a packet.
Bluegreen 937

Solitary Blue then Solitary Green
Successfully transmitted packed, but adjusting the device's time.
Bluered 938

Solitary Blue then Solitary Red
The logger attempted to send a packet of information, but didn't receive any acknowledgement from the server. This may indicate the device isn't connected to the server at all (check the wireless connection) or the device isn't receiving the responses from our server, but they are reaching the server (check with IT that there's nothing blocking the server responses to the logger).
Bluegreenred 939

Long Blue then Long Green then Long Red
The logger lost it's connection to the communication module. After two minutes, the device will reset itself and therefore reestablish the connection to the module. 
Redsolid1 940

Solid Red
Device was started in Firmware Update Mode.
Lavendersolid 941

Solid Purple (or lavender)
Updating the firmware. 

Nolight 942

No Light
Either the device is off or in a resting state/not transmitting.

Help Band


IT Questions

How do I replace the Replaceable Sensor on my logger?
To recalibrate your DicksonOne logger all you need to do is purchase a new Replaceable Sensor with the desired calibration (you can calibrate from our website or give us a call at 630.543.3747 and a team member can walk you through your needs) and then swap out the old one for the new one with the following steps.

Replacing Your Logger's Replaceable Sensor
1. Turn off the logger by holding the power button
2. Remove the existing Replaceable Sensor
3. Plug in new Replaceable Sensor
4. Turn the logger back on


What happens if my device loses its internet connection?
The device will stop transmitting data, but continue to log data. If the user has a lost communication alarm set, then it will be triggered. The device will resume transmission once the connection has been reestablished.
 
What type of radios does the WiFi logger support?
B and G, but the majority of N routers are backwards compatible with B and G.

What type of wireless encryption do the WiFi loggers support?
WEP, WPA, & WPA2 and we're working to increase the available options.

How will the loggers affect my network's bandwidth?
The amount of data passed to DicksonOne by the loggers is rather small.
A single logger will produce less than 6Mb per day or about 2 normal sized MP3 music files.
A system of 50 loggers will generate under 300Mb per day.

Do the loggers send encrypted data?
Second generation devices (white and grey) communicate via HTTPs as the default over port 443 and can be disabled if desired. First generation devices (all black) communicate via HTTP over port 80 only. 

What happens to a logger when there is a power failure?
The chips used to transmit the data use a good amount of power. In the event of a power outage the Ethernet or WiFi chip is turned off to conserve battery life, but the logger will still record the temperature and humidity data. How long the device can record for on batteries depends on how full the batteries are and the conditions the device is being used in. On a new set of batteries the device will log for more than to days.

What happens if I unplug my ethernet cable or my WiFi network goes down? Will I have to re-enter the confirmation code?
This situation is similar to a power failure. The loggers will continue to take readings and you will not have to enter a new code once the logger is connected. The logger will begin to transmit the stored data as soon as a connection is reestablished.

How do I to turn HTTPS Off and On?
Device communication - default settings
All current generation DicksonOne devices* (DWE, TWE, and TWP) are capable of communicating with a network on either port 80 (HTTP) or port 443 (HTTPs - secured). Most of the time, customers will prefer the secured communication port, so all devices ship defaulting to the HTTPs port. In rare circumstances where your IT infrastructure is incapable of supporting HTTPs, or for whatever reason need to manually switch over to the HTTP port, this article will walk you through how to do that.

DWE Devices (small LCD display) 
  • To make any configuration change to DWE unit, you must connect the device to a computer with a USB cable.
  • If you have the configuration widget already installed on your computer, click the icon on your desktop.
  • If not already installed, you can download it from here: www.DicksonOne.com/config
  • once inside the widget, it should recognize the device that is connected to your computer

1.  You can skip the "Connect" step, and proceed to the "Configure" screen.
  • From there, under "Network Settings", select the "Manual" button

2.  The box next to "Use SSL" will be checked by default. This means the device is currently communicating via the secure port 443 (HTTPS). To switch to HTTP, uncheck the box.

3. Select "Finish". The device will now reboot with the new configuration settings. After it has finished rebooting, you can disconnect it from the computer and replace it in the respective monitoring location

Note: If you use the default DHCP (Dynamic Host Configuration Protocol) IP address settings as opposed to "Static" IP addresses: Once you configure the new settings on one DWE unit, you can save these settings to a USB drive. Then, proceed to plug the USB stick into the remaining DWE units, press and hold the power button to reboot, and the device will be configured with the new HTTP settings. That way you do not need to connect each individual device to the widget via a computer. But this will only work with DHCP settings! It will not work if you use a static IP address.

4. To switch back to HTTPS (secured), repeat the process, but instead at step 2, check the box next to "Use SSL".


TWE/TWP (touchscreen devices)
For touchscreen devices, you can adjust the communication settings directly from the interface.
1.  From the primary graph screen, select the "Settings" icon in the lower right corner

2. Navigate to the Network settings page (the WiFi logo)

3. On the network settings page, there is a selector button labeled "Use HTTPS." Again, this will default to the "On" (green) position. Switch it to the "Off"(gray) position to turn off HTTPS and enable the device to communicate via HTTP (port 80).
 4. And that's all there is to it. Repeat the process to switch back the secured port 443 (HTTPS), ensuring the switch is in the "On" (green) position.



Why am I getting repeated Not Reporting Alarms?
If you're finding that you're receiving an abnormal amount of Not Reporting Alarms for a particular device, the most common solution is to make sure your logger has a good connection to the WiFI access point. You may need to move the logger closer to the access point (probe extensions are available) or move the access point closer to where the routers are being used. You may need to add an access point to the area being monitored to ensure a good connection.

In rare circumstances, the device may become locked up and stop reporting. The devices are designed to recover from this on their own, but if they are not, simply powering them on and then off may fix the problem. Occasionally, we make changes to the logger firmware. These changes may include network communication improvements. Read more about How to Update your Logger's Firmware. You can always call us or email us if you need additional help.