Sometimes the Utility Connect will lose its connection with the utility smart meter. In those situations, the Utility Connect should still show as "online" in the Emporia Energy app (a regular "leaf" icon next to the monitors' name on the Home screen), but its measurements will be 0.00 in the app. A few things to try to see if the Utility Connect is able to communicate with the smart meter again:
1.) First, if possible, should try moving the Utility Connect to a location closer to the smart meter itself to ensure strong enough signal strength to/from the smart meter.
2.) Can try an on-device communications reset. NOTE - this reset process will only try to reset communications with the smart meter, will not reset previously recorded bad data. If you can find a small pencil or paperclip, you'll want to press down on the button inside of the hole on the front right hand side of the device. You'll want to press down for exactly 5 seconds and then release. Then give the Utility Connect ~1 min to see if it starts displaying data in the Emporia app.
3.) Can reach out to your utility provider to see if they can reset/re-provision the smart meter to start communicating again. Details for your utility provider should be available here.
4.) Reach out to Customer Support for further assistance.
Feedback and Suggestions
This knowledge base is pretty new for the Emporia team. Our goal is to provide all of the information we can to help you manage your energy in better ways. If this article wasn't helpful, or we could be more clarifying on any points please reach out to the Customer Support team and we'll certainly work to improve these guides.