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Troubleshooting guide

  1. If the dashboard shows that the device is online (”på nett”) or has been online, but never (”aldri”) received HAN data, it could be due to a closed or a defective HAN port. In some cases, this occurs when the device is or has been connected to USB, or when it is connected to a meter that supplies energy even with a closed HAN port. This mainly applies to Kaifa and Kamstrup meters. Check with the DSO to ensure the HAN port is open, even if you have previously received a positive response. Also, verify that the network cable is properly connected both in the device and the electricity meter.
  1. If the user does not see any LED lights when connecting to the electricity meter, and the dashboard does not show the device is online or receiving HAN data, but the user knows the HAN port is open: first, make sure the network cable is properly connected both in the electricity meter and the device. Then, check with the DSO again to ensure the HAN port is open. Some meters do not provide enough power when the port is closed to show any signs of life.

In cases where the end-user believes the HAN port is open because it previously worked with other HAN readers from different providers, the HAN port may have been closed again after switching electricity suppliers. This is a common procedure for some electricity providers. We recommend that the HAN port is checked by the DSO.

  1. If the device frequently disconnects during use, blinks yellow intermittently, and the signal strength on the dashboard is poor: consider relocating the device to an area with better coverage. If necessary, use a longer network cable to extend its reach. All RJ45 cables can be used.
  1. If the device displays a red light when connected to the electricity meter, it means the setup is incomplete (WiFi). Try setting it up again. You can reset the device to start the setup mode again by following the instructions under "Issues during setup and possible solutions" here.

  2. For issues connecting to the WiFi network: check that the network used is a 2.4 GHz WiFi network (the HAN reader can only use this type) and not a dual-band network. Many internet service providers offer internet with 2.4 GHz and 5 GHz combined under the same name/SSID as a default setting. Try separating these networks, for example, by using "Home Network 2.4GHz" and "Home Network 5 GHz." Some users also experience that connecting to a dual-band network is possible, but experience that the connection is unstable. Therefore, issues with the WiFi network should be checked regardless of initial successful connection, especially if unstable.