Connect Support Site

Do you have to pay for a cellular service?

Connect comes with a free (2) year cell service agreement. This includes data storage, cell service, and web access.

How is the cellular service payment structured?

After the 2 year time period a service extension is available.

Is Connect being used on other RAE products?

Connect is on over 1500 existing units.

Can Connect be retrofitted onto existing units?

Not at this time.

Will Connect cause any security issues in regard to hackers?

No. Connect is a standalone, cell powered Supervisory IoT System. There is no physical connection to the customer’s network. While the cell architecture of Connect does protect user networks from hackers, it doesn't protect their equipment from phishing or their credentials getting hacked some other way.

How and where is the data stored?

All of the Connect data is stored on RAE's cloud server. There is no need for the customer to provide any storage.'

What is IoT?

Internet of Things. The act of controllers, sensors, and other instrumentation communicating via the internet.

How does Connect work with the Centinel?

The Centinel controller is connected to Connect via cat 5. It is then monitored and controlled through API communications.

Does RAE have access to all Connect units in service?

Yes, this enables our service technicians to pull up your units with the click of a button enabling remote diagnosis and correction.

How many points can a system monitor?

There are currently 255 available points to monitor with even more coming in the future.

What tools and training will the contractors need to wire up Connect?

For a single unit, Connect comes completely installed, programmed, and tested before it leaves the factory. Field wiring is not needed for Connect to operate on single units. Cat 5 Cabling will need to be run on job sites with more than one unit.

Will the customer need to provide an internet signal?

No, Connect communicates through a cellular connection and comes ready to go from the factory.

If there is an interruption in the signal, will the data continue to be logged or will it be lost?

In the event of service interruption Connect will locally backup your data until service is restored. Once service is restored the data will be uploaded to the cloud for display.

If Connect goes down, what will happen to our refrigeration system?

The system will continue normal operation. Connect is a Supervisory IoT System and all system operations are being controlled by the Carel and Centinel controllers.

With Connect, in using Centinel, do you need a smart gate router or edge manager?

No, Connect extracts the data, setpoints, and alarms from the Centinel and communicates it out.

What wiring is required by the contractor?

Connect is completely wired, tested, and programmed when it arrives to the job site on individual units. The contractor will still need to run the necessary wiring for the Centinel Controller. Field installed Cat 5 cabling is required on multiple unit systems.

Can Connect be applied with a Century chiller?

Yes, Connect can be applied to all Century Equipment.

How many systems can a Connect kit handle?

Connect 1.0 is one kit per system where a system is defined as a condensing unit and its associated evaporators. Connect 1.0 can handle up to six controllers on a system. Connect 2.0 is one kit per site.

Can one Connect kit be applied to a true Dual condensing unit?

Yes.

What additional hardware is required when using Connect 1.0?

Each Connect 1.0 Package will consist of the following devices and services: a. Cellular router that provides access to the internet b. A server that hosts the SD program c. 12VDC power supply d. Mobile sim card (T mobile or optional Verizon) e. AC/DC converter f. Network switch g. CAT 5 interconnecting cables h. Carel Micro Processor i. Centinel Controller j. (2) year data plan with each purchase for up to twelve months of data storage

How do we set up our account for to access Connect?

An admin account will be given to someone in your organization who will be able to add unlimited users to your account. If your organization doesn't have an admin account yet, reach out to your Century account manager.

How do we get to Connect on the internet?

Connect can be accessed on any device with a browser by browsing to connect.raecloud.com.

How do we log in to Connect?

Connect can be accessed on any device with a browser by browsing to connect.raecloud.com, entering your credentials, and hitting login.

What browsers are supported for Connect?

Connect should work in any browser with our recommended browsers being Chrome, Firefox, or Edge.

What is the maximum length of CAT cable I can run?

Like any other CAT cable install the max run is 100 meters or 328 feet.

Can units be daisy chained on the ethernet cables?

Units can be daisy chained, depending on the hardware present this may require additional hardware such as a network switch.

How can I add other personnel to Connect?

Connect Accounts can be granted the User Management permission, accounts with that permission can invite an unlimited number of additional users.

How can I delete someone from Connect?

Right now, the only way to remove users is to send a request to connect@rae-corp.com. That feature is coming soon to the front-end though!

How do I set permissions in Connect?

Currently, permissions are defined when the user is invited, for adjustments reach out to connect@rae-corp.com. We're working on adding permission adjustments to the front end, so this one will change soon.

What security precautions do I need to take with Connect?

When utilizing cell powered internet all field devices are completely separated from the customer network. When utilizing customer provided internet it is important to follow the security guidance in the Connect IoM.

How do I set up alarm notifications in Connect?

Alarm notifications can be setup by browsing to a unit and clicking the alarm bell icon. From this menu any number of notifications can be configured.

I cannot see one of my systems in Connect. What do I do?

If a system is missing from your connect account reach out to your account manager or send an email to connect@rae-corp.com.

I cannot see all of the components on a system in Connect. What do I do?

If a component is missing from your connect account reach out to your account manager or send an email to connect@rae-corp.com.

I have points on a system showing 0. What do I do?

If a value is missing from your connect account reach out to your account manager or send an email to connect@rae-corp.com.

I have points in my system that do not look like they are scaled properly. What do I do?

If a value is displaying incorrectly on your connect account reach out to your account manager or send an email to connect@rae-corp.com.

How do I know if my ethernet cable is good?

Use a commercially available ethernet cable tester.

How do I know if my switches are operating correctly?

The network switches have power, connectivity, and activity lights to show status. Refer to switch manuals for troubleshooting information.

How do I check my IP addresses?

This depends on the device. Consult the instruction manual of the device you are checking the IP on.

What should the gateway and NDS address be on the KE2/Centinel Network Info section?

Those settings aren’t important for this application, you can leave them as whatever they default to.

We are having an issue with our certificate being revoked by cybersecurity software that is preventing us from hooking up our computer to the KE2 controller and change the IP address.

The certificate is just for that device and isn’t backed up by a verified certificate store, so browsers may complain but they typically have a “continue anyway” button. Is that what you are experiencing? Or is it some third party software that won’t let you continue? If so you may need to get with your IT team to allow access through the security software.

How do I change the time zone in Connect? (Connect 2.0)

Send a request. (As of 08-27-24.) connect@rae-corp.com

How do I change the time zone in Connect? (Connect 1.0)

Automatically updates.

How do I activate my account?

Additional personnel being added to an account will have the request routed to the site's Connect admin.

How do I add a site to my account?

Send a request. (As of 08-27-24.) connect@rae-corp.com. Also refer to the FAQ "How do we set up our account for to access Connect?"

Name	Version	Program Required
Connect 2.0 General Component Drawing	2.0
RAE Connect IOM	2.0
Connect 1.0 Setup Procedure	1.0
C10301-049 Strato Plus Server	1.0	✓
C10301-077 Cellular Router	1.0	✓
c.pCO - RAE Webkit
C10300-088 Magnetic Mount Antenna
C10301-056 AC DC Power Supply	2.0
C010301-044 WDH-5ET-DC Network Switch
C010301-059 WDH-8ET-DC Network Switch
OnLogic K410 Product Manual		✓