The most common troubleshooting issues
The device is activated and online in the dashboard, but has never received HAN data. How can we resolve this?
Usually, this means the HAN port is closed:
Check if the end-user has changed the electricity supplier after requesting opening of the HAN port. Some electricity suppliers may close the port when switching, and in that case, you will need to place a new order to open the HAN port again.
You can try connecting the device to another electricity meter with a known open port if you have access to one.
It's also possible that the HAN port itself is faulty. In such cases, you need to contact the DSO (nettselskapet) in your area for further assistance.
The device is online and receiving HAN data, but there is a lack of data intermittently. How do we solve this?
It is possible that the signal strength is not sufficient:
Move the device out of the fuse box. If the signal is still weak, try replacing the network cable with a longer one and relocate it to an area with better signal.
For WiFi devices: Ensure that the router for the network is within range of where the device is located. Check that the connected network is a 2.4 GHz network. If you managed to connect to a dual-band network, but experience poor signal and data transfer, it might help to switch to a dedicated 2.4 GHz network to reduce interference.
For 4G/LTE-M devices: You can check if there is 4G coverage in the area using your mobile phone, although this may not always provide an accurate indication of the device's coverage.
IMPORTANT! The device uses 4G from Telenor, so it requires good Telenor coverage to function optimally. If you are unsure about the 4G coverage in your area, you can check Telenor's coverage map here.
The device has been working fine for a period, but it suddenly stopped functioning. What could be the reason for this?
In these situations it may be challening to provide a definitive answer to the problem, as there are several reasons to why this might happen. These are the ones we currently know about:
The utility company might have suddenly closed the HAN port for some reason. While this is relatively rare, we have encountered it before.
The HAN cassette might have suddenly become defective- These instances usually happens because some work was done in or around the fuse box. Confirming this can be difficult.
The cable may have become slightly dislodged, in which case, simply pressing it back in firmly should resolve the issue.
The cable's connection might have weakened, causing it to lose contact. This can occur if the device hangs from the cable or if the cable remains in a constant bend or tension over time. In such cases, try replacing the cable. Any RJ45-type network cable will fit.
Why does the device just keep blinking yellow when connecting to the HAN port?
Normally, the device should blink yellow when connecting to the electricity meter, and this blinking may last for a while before the device manages to connect to the network.
If the end-user has a Kampstrup meter, we can expect a very long charging time before it establishes a connection. Up to 2 hours. Many users may "give up" before that time and conclude that it is not functioning.
The blinking duration should not be as long for end-users with Aidon or Kaifa meters.
Why won't the device connect to the network (applies to WiFi) ?
There could be several reasons for this, but we recommend trying the following steps:
Make sure that the network is a 2.4 GHz network.
If the network name contains special characters like ÆØÅ, try changing the network name.
Try turning off mobile data during the connection process to prevent any potential interference.
Check which network you are connected to at the moment the connection fails. Sometimes, the device may switch between different networks, and the mobile device may not always maintain a stable connection to the EcoMonitor network.
Setup and use of HAN reader
Can I use a different cable than the one provided?
The network cable provided is an RJ45 type and is typically not longer than 1 meter. If you need to replace the cable, for example, to achieve better signal conditions, any RJ45-type cable should work.
Can I use a USB cable to charge the device?
A USB cable is necessary for setting up a WiFi device, as these devices require additional power during the initial setup. However, a USB cable will not be able to charge the device. The device does not have a battery that can be charged via USB power.
Why is the USB cable not included in my package?
If the device is a 4G/LTE-M type, a USB cable will not be included in the order as it is not necessary in order to set up the device.
Can I have multiple devices connected to the HAN port, for example, using a HAN splitter?
The device's performance may be reduced if it is connected in parallel with other devices to the HAN port using a HAN splitter. We have conducted tests that have shown it may work fine in certain cases, but we cannot guarantee the stability of the measurements as the devices may compete for power supply.
Can the device be placed outdoors?
The device and its components have been tested in temperatures ranging from -25°C to 40°C. Therefore, we cannot guarantee that the device will function properly outside these limits. The devices must not be exposed to direct sunlight or water and should not be placed outdoors without protection.
Why is there no light on the device?
Upon connection: If the LED light does not blink or show any light upon connection, it may indicate that the HAN port is closed or that the network cable is not securely attached/pushed far enough in.
In use: Normally, there should be no light on the device during regular operation. If you are receiving data from the HAN port, then everything is functioning as it should.
It says that the device should blink yellow at startup, why is it blinking green/orange in my case?
Some versions of the device may have a slight red or green tinge in the yellow light. As long as the blinking light at startup can be interpreted as yellow, there is no need to worry that something might be wrong.
I'm getting an error message that the device is already linked to another user, how can I resolve it?
You will receive an error message if another user has scanned the QR code and linked to the device previously. This can be resolved by removing the previous ownership, which can only be done by us for security reasons. Please send a request to firstname.lastname@example.org.
Only one person can be linked to the device, but some apps support a sharing function, allowing multiple people to access the device. For example, you can grant access to all members of the same household so that everyone can monitor the power consumption.
Why can't I find the device in the Dashboard?
Some situations can make it difficult to find the desired device in the dashboard:
- When the device is ordered under a different name than the one contacting support. The devices are registered in the dashboard under the name used for the order.
- Typos. If the device was ordered with a typo in the name, the typo will also appear in the dashboard.
We recommend always asking the customer for the device ID and using it to search in the dashboard. The device ID is located at the back of the device and is a combination of 8 lowercase and uppercase letters, numbers, and possibly symbols. Note that the dashboard is not case-sensitive, meaning it does not differentiate between uppercase and lowercase letters in the search. This means that multiple devices may appear when searching for a device ID if the only difference is the use of uppercase or lowercase letters, but otherwise, they are identical. In a support context, it's always a good idea to use the device ID with both uppercase and lowercase letters to avoid misunderstandings.
Who has access to the Dashboard?
The Dashboard is a tool used to monitor devices, primarily in support cases if any issues arise with the devices. Access to the Dashboard is limited to the electricity providers and not end-users of the devices.
If you believe you should have access to the Dashboard, you can contact our support department at email@example.com.
Can the HAN Reader measure consumption per circuit?
No, HAN Readers only register the total consumption through the electricity meter. However, it is possible to manually measure consumption per circuit by turning off or on a fuse and observing the change in the consumption graph.
How can I access the API?
To access the API, you can contact the electricity provider from which you purchased your device.
Can the HAN Reader automatically load balance?
Not on its own, but it enables notifications for certain power limits and potential control of significant loads (if appliances have the capability for connection and remote control).
Do I need an HAN Reader to monitor my consumption?
You can view your consumption down to per hour through Elhub/your DSO (or electricity supplier), but it will be available only on the following day. For live data, and resolution to monitor individual loads and real-time development, you can only achieve this by using a HAN Reader. This is also essential for any smart control that aims to reduce peak consumption while it occurs.
Can the HAN Reader be used in a different app than the one provided by the vendor I purchased from?
Initially, usage is limited to the electricity supplier's own app, but it is possible to use it in other apps if the electricity supplier allows for this.
Do I need an electrician or other technical personnel to install the HAN Reader?
No, the HAN Reader is designed to be very easy to connect to the electricity meter and does not require an electrician. The 4G version can be connected directly (plug-and-play), while the WiFi version needs to be set up with your local wireless network first. Just follow a few simple steps to succeed in this, but if you encounter issues during setup, you can contact customer support.
Is the HAN Reader compatible with third-party smart home solutions?
The HAN Reader cannot directly communicate with systems using gateway protocols, but our open API allows meter data to be retrieved and processed by technically competent users through third-party solutions like Homey and Google Home.