If your Vue can't be found during setup, won't connect to Wi-Fi, or has gone offline, this article is the place to start. The fix depends on which stage of the connection is failing — we'll walk through how to tell what's going wrong, then the steps to resolve it. Most issues are resolved in the first couple of checks.
Quick Guide: What's Happening?
Setting up a brand-new Vue and the app can't find it → jump to Vue Not Found During Setup (Bluetooth).
App finds the Vue but it won't connect to Wi-Fi → jump to Vue Found, but Wi-Fi Won't Connect.
Vue was working and is now offline → jump to Vue Suddenly Went Offline.
Want to know what the LED is telling you → see Vue LED Behavior (Gen 3) or Vue LED Behavior (Gen 2).
Vue Not Found During Setup (Bluetooth)
During setup, the app uses Bluetooth to find your Vue and hand off your Wi-Fi credentials. If the Vue doesn't appear in the device list, work through these checks in order:
Confirm the Vue is powered on. Look for a light on the leaf-shaped logo on the front of the device. No light = no power. Recheck the wire harness installation in the panel.
Stay within 5 feet of the Vue with your phone. Bluetooth range is short, especially through metal panel doors.
Confirm Bluetooth and app permissions are enabled.
iOS: Settings → Emporia Energy → toggle on all permissions (Bluetooth, Location, Local Network).
Android: Settings → Apps → Emporia Energy → toggle on all permissions.
Force-close the Emporia app and reopen it. Power-cycle the Vue (flip its breaker off for 30 seconds, then on) while staying within 5 feet of the device, then run the setup flow again.
Verify the Vue is broadcasting. Look for a device named
PROV_xxxxxxorEmporia_xxxxxxin nearby Bluetooth devices.Android: Settings → Connections → Bluetooth and scan for nearby devices.
iOS: iOS does not natively show nearby BLE devices. Install a free scanner app like nRF Connect from the App Store and scan with that.
If you see the device, the Vue is broadcasting correctly — the issue is on the phone or app side. If you don't see it, the Vue itself isn't broadcasting and likely needs more careful power verification.
Try a different phone or tablet if available, or uninstall and reinstall the Emporia Energy app.
If the Vue still can't be found after all of these steps, please contact Customer Support.
Vue Found, but Wi-Fi Won't Connect
The app found your Vue, but the Wi-Fi handoff fails or the Vue won't authenticate to your network. Most Wi-Fi failures fall into one of three buckets: wrong network type, wrong credentials, or weak signal at the panel.
Step 1 — Confirm you're using a 2.4 GHz network.
The Vue requires 2.4 GHz Wi-Fi. It will not connect to a 5 GHz-only network.
If your network broadcasts both bands under one name, your phone may be on 5 GHz while the Vue can only see 2.4 GHz. Either temporarily disable 5 GHz on the router during setup, or set up a dedicated 2.4 GHz network.
Step 2 — Verify your Wi-Fi password.
Many failed connections come down to a typo or an outdated password. The fastest way to verify: "forget" your network on your phone, then reconnect using the password you're about to give the Vue. If your phone joins, the password is correct.
Step 3 — Restart everything.
Power-cycle the Vue (flip the breaker for 30 seconds, then back on).
Force-close the Emporia app.
Reboot your router (unplug for 30 seconds, plug back in).
Reopen the app and try setup again.
Step 4 — Check signal strength at the panel.
Panel rooms are often on the edge of home Wi-Fi coverage. Stand at the panel and check your phone's bars on the same network.
For Vue Gen 3, make sure the Wi-Fi antenna is mounted outside the metal panel enclosure. The metal blocks Wi-Fi.
If the signal is marginal, a Wi-Fi extender or mesh node closer to the panel will likely fix it. The Gen 3 antenna can also be extended with an RP-SMA male-to-female coax cable.
Step 5 — Try a mobile hotspot as a diagnostic.
If the Vue connects to a hotspot from your phone but not your home Wi-Fi, the problem is your home network configuration. The hotspot also gives the Vue a chance to pull firmware updates that may resolve the issue when you switch back.
Vue Suddenly Went Offline
A Vue that was working and has gone offline is usually one of:
A temporary outage that will self-recover. Vues are designed to reconnect automatically after a power blip or internet outage, but that recovery can take up to an hour. Give it some time before troubleshooting.
A Wi-Fi password change. If you changed your Wi-Fi password or got a new router, the Vue needs to be re-paired. Use Resetting Your Vue: Wi-Fi, Solar, and Recalibration with the "skip recalibration" option.
An app display glitch. The Vue can show as offline in the app even when it's actually connected. Force-close and reopen the app to refresh.
A genuine connection failure. Power-cycle the Vue (breaker off for 30 seconds, then on). If it doesn't recover in 5–10 minutes, walk through the Wi-Fi troubleshooting steps above.
Advanced — Router Configuration
Most home networks work without changes, but some configurations cause issues:
Security protocol: Use WPA, WPA2, or WEP.
Wi-Fi mode: Use mixed b/g/n. Setting the router to "n only" or "ac/ax only" can lock the Vue out.
SSID and password: Avoid special characters where possible; keep SSID under 32 characters and password under 63.
AP / Client Isolation: Make sure this is off. When on, it blocks devices from talking to each other and to the cloud.
Mesh networks and multiple access points: Generally work fine, but can occasionally bounce devices between nodes during setup. If you're stuck on a mesh network, try setting up the Vue using a mobile hotspot first to get firmware updates, then switch back.
Firewalls and VPNs: Enterprise or advanced home firewalls may block the Vue's traffic. The Vue needs outbound access to
prod-mqtt.emporiaenergy.comandprod-udp-logs.emporiaenergy.comon ports 80, 443, 8883 (MQTT inbound/outbound), and 50001 (UDP inbound/outbound).Static IP reservation: Assigning a static IP to the Vue can prevent IP conflicts. Use the MAC address (last 12 digits of the device serial number) to identify the Vue in your router's device list.
Channel: Let the router auto-select. If you're seeing congestion, a Wi-Fi analyzer app can show you which channels are busy — force the 2.4 GHz channel to 1, 6, or 11 (the non-overlapping ones).
Dual-layer authentication: Networks that require a captive-portal login (hotels, some office Wi-Fi) won't work. The Vue needs a network that authenticates with just a password.
Resetting just the Wi-Fi from the app. If you've changed your network and need to re-pair without recalibrating sensors: open the Emporia app, tap Menu (☰) → Manage Devices → select your Vue → scroll to the bottom → tap Reset Network (or use the "Skip recalibration" option in the Reset Wi-Fi / Solar Setup flow). See Resetting Your Vue: Wi-Fi, Solar, and Recalibration for the full reset procedure.
For router-specific questions, check with your Internet Service Provider.
Ethernet as an Alternative
If Wi-Fi at the panel is unreliable and an extender isn't practical, the Vue Gen 3 supports a wired Ethernet connection. Ethernet is more stable than Wi-Fi, isn't subject to the 2.4 GHz limitation, and bypasses most of the issues above. Run a cable from your router (or a network switch) to the Vue's Ethernet port and the device will favor the wired link automatically.
Still Stuck?
If you've worked through the steps above and your Vue still won't connect, please contact our Customer Support team. When you reach out, it helps to include:
Your Vue's serial number (or the Device ID from the app).
Which step you're stuck on (setup vs. existing device offline).
Whether the Vue is broadcasting (if you ran the BLE-scanner check).
Your network setup — ISP, router model, and whether 2.4 GHz is broadcasting.
Feedback and Suggestions
This knowledge base is continuously updated to provide the most helpful guidance for Emporia customers. If you found this article unclear or have suggestions for improvement, please contact our Customer Support team.