It is possible (but rare) that the Vue Utility Connect may lose its connection with the utility smart meter. When this happens, the device will still appear "online" in the Emporia Energy app (indicated by a regular "leaf" icon next to the monitor's name on the Home screen), but the measurements will display as 0.00. Here are some steps you can follow to reestablish the connection:
Step 1: Improve Signal Strength
Try moving the Utility Connect to a location closer to the smart meter to ensure a stronger signal. Often, connection issues arise because the device is too far from the meter to reliably collect data. Relocating the Vue Utility Connect closer to the meter, if possible, can resolve this issue. This is also the first step your utility provider will likely suggest if you contact them for assistance.
Step 2: Perform an On-Device Communications Reset
You can attempt a communication reset on the Utility Connect without affecting any previously recorded data. Use a small pin or paperclip to press the button inside the hole on the front right-hand side of the device for exactly 5 seconds, then release. Wait up to 5 minutes to see if the device starts displaying data in the Emporia app.
Step 3: Contact Your Utility Provider
If the previous steps don't restore the data, reach out to your utility provider to see if they can reset or re-provision the smart meter to reestablish communication. Contact details for your utility provider's AMI/smart meter program should be available on their website.
Step 4: Contact Emporia Customer Support
If the issue persists, contact Emporia Customer Support for further assistance.
Feedback and Suggestions
At Emporia, we aim to provide comprehensive information to help you manage your energy more efficiently. If you found this article unclear or have suggestions for improvement, please contact our Customer Support team. We are committed to enhancing our guides based on your feedback.