# Incidents and notifications

> The incidents and notifications of Fluvius Fall-Back Flex in the Voltmasters platform: when the controller raises them and what to do, plus the reminder mails for the planning certificate.

Source: https://voltmasters.io/en/docs/dso-rtu/grid-operators/fluvius/fall-back-flex/incidents/

The controller raises an incident when an activation cannot be executed as it should. Incidents appear under **Incidents** in the project and are sent to the project members who receive notifications. An incident closes itself once the cause is gone.

## Fall-Back Flex

| Incident | When | What to do |
| --- | --- | --- |
| **Fall-Back Flex limit not reached within the response deadline** | The net consumption is still above the limit after the 3-minute response time. Critical. | Check which devices are held back on the [Fall-Back Flex page](https://voltmasters.io/en/docs/dso-rtu/grid-operators/fluvius/fall-back-flex/monitoring/#devices-held-back) and whether they follow their setpoint. |
| **Fall-Back Flex has no flexibility left while consumption still exceeds the limit** | Every flexible device is held back and the site is still above the target. Warning. | Add flexible consumption, or check that the devices have the right nominal power. |
| **Fall-Back Flex limit in force without a usable grid measurement** | A limit applies but the grid meter gives no usable value. The controller keeps the devices where they are. Critical. | Check the grid meter and its connection. |
| **Fall-Back Flex is enabled but no contractual consumption power is configured** | P\_base is missing, so a percentage cannot be converted into kW. Visible to Voltmasters only. | Enter the access power in the grid settings. |

The first and the third incident also send an immediate push notification in the Voltmasters app and alert Voltmasters support.

## Day-ahead planning

| Incident | When | What to do |
| --- | --- | --- |
| **Fluvius planning API unreachable** | Five polls in a row failed. | Check the internet connection of the controller. The last plan stays in force. |
| **Fluvius planning API certificate refused or unusable** | Fluvius refuses the certificate, or the key or file cannot be used. | Check that Fluvius linked the certificate to the right asset point id, and that the key matches. See [troubleshooting](https://voltmasters.io/en/docs/dso-rtu/grid-operators/fluvius/fall-back-flex/planning-certificate/#troubleshooting). |
| **Fluvius planning API certificate expired** | The certificate has expired. | Upload the renewed certificate. |
| **Day-ahead plan version from Fluvius rejected** | A new plan version could not be read. The previous version stays in force. | Contact Voltmasters support. |
| **Read receipt of the day-ahead plan could not be delivered to Fluvius** | The read receipt still failed after all retries. | Check the internet connection. Contact Voltmasters support if it returns. |
| **Day-ahead planning program without a configured reference power** | Fluvius sent a program that is not mapped, and there is no default. | Add the program id with its reference power in the [settings](https://voltmasters.io/en/docs/dso-rtu/grid-operators/fluvius/fall-back-flex/configuration/#day-ahead-planning). |

All planning incidents are critical, except the unmapped program (warning). They do not send a push notification.

The RTU link itself has its own incident when it drops. See [Fluvius](https://voltmasters.io/en/docs/dso-rtu/grid-operators/fluvius/).

## Certificate reminders

With day-ahead planning, the platform mails the project members who receive incident mails before the certificate expires: **60, 30, 15, 7 and 1 day** before, and on the expiry day. The mail explains the three steps (order, register with Fluvius, upload). Uploading a new certificate restarts the reminders.

> **Warning**
>
> Fluvius only accepts a replacement certificate between 90 and 15 days before the expiry date. Act on the 60-day mail.