Gen 2 Vue Troubleshooting / FAQs

Setup / Can’t Connect

The Emporia app can’t find the Gen 2 Vue (Device ID) / Exception has occurred

 

This typically indicates that your Gen 2 Vue doesn’t have power, there is an issue with your Bluetooth, or you are in a Gen 1 setup flow.

In your panel:

  • Ensure the Vue has power
    • Check that the ‘s power light is illumenated.
    • Check the wire harness is securely plugged into the energy monitor.
    • Check the wire harness is securely connected to a breaker and the neutral bus per the installation instructions.
    • Check that the main breaker is turned on.
    • Check that the breaker the Vue is connected to is on.
  • Ensure that the WiFi antenna is properly screwed into the energy monitor
  • Ensure the WiFi antenna is outside of the electric panel. This may mean it is inside a wall. The WiFi antenna SHOULD NOT be inside the metal box!

On your phone:

  • Make sure you have chosen the Gen 2 setup flow. Gen 2 devices will not display in the list if you have chosen to setup a Gen 1 Vue.
  • Make sure your phone stays within Bluetooth range of the Vue while performing the setup. You should be no more than 15 feet from the device.
  • Enable Bluetooth for on your phone
  • Enable Bluetooth on your phone under Settings > General > Bluetooth (iPhone) or Settings > Connected Devices (Android)
  • iPhone ONLY: Enable Bluetooth for the Emporia app
    • Enable Bluetooth for the Emporia App under Settings > Emporia App and make sure Bluetooth is enabled.
  • Android ONLY: Enable Location Services for both the phone and Emporia App
    • Enable location for the phone under Settings > Location
    • Enable location for the Emporia app under Settings > Apps & Notifications
  • Android ONLY: DO NOT attempt to connect directly to the Vue from your phone settings! Although you can see the Vue PROV_xxxx in your Bluetooth settings, ONLY use the app to connect to the Vue. If you have connected to PROV_xxxx, return to your phone settings and forget that device. Then return to the app to complete the setup.

Lastly, if the above methods don’t work, try the following:

  • Power Cycle the Vue for 3 seconds either by flipping its breaker or by unplugging it
  • Uninstall and reinstall the Emporia app
  • Power cycle your phone.

The Gen 2 Emporia Vue can’t find my WiFi Network

This typically indicates that your Vue lost power, there is an issue with its antenna, you’re trying to connect to a 5GHz network, or the Vue doesn’t have adequate WiFi signal

In your panel:

  • Ensure the Vue has power
    • Check that the ‘s power light is illumenated.
    • Check the wire harness is securely plugged into the energy monitor.
    • Check the wire harness is securely connected to a breaker and the neutral bus per the installation instructions.
    • Check that the main breaker is turned on.
    • Check that the breaker the Vue is connected to is on.
  • Ensure that the WiFi antenna is properly screwed into the energy monitor
  • Ensure the WiFi antenna is outside of the electric panel. This may mean it is inside a wall. The WiFi antenna SHOULD NOT be inside the metal box!

On your phone:

  • Make sure your phone stays within Bluetooth range of the Vue while performing the setup. You should be no more than 15 feet from the device.

On your WiFi router:

  • The Vue can only connect with 2.4GHz Wi-Fi networks. 5GHz networks cannot be seen by the Vue and are not displayed in the app.
  • Check that there is a substantial Wi-Fi signal at your electric panel. Try checking to see if your phone has a Wi-Fi connection while standing next to the panel. If not, you may need a Wi-Fi extender.

Lastly, if the above methods don’t work, try the following:

  • Power Cycle the Vue for 3 seconds either by flipping its breaker or by unplugging it
  • Uninstall and reinstall the Emporia app
  • Power cycle your phone.

The Gen 2 Emporia Vue finds my WiFi router but doesn’t connect to it.

This typically indicates that there is an issue with the Vue’s antenna or there is an issue with your router password or protocol.

In your panel:

  • Ensure the Vue has power
  • Ensure that the WiFi antenna is properly screwed into the energy monitor
  • Ensure the WiFi antenna is outside of the electric panel. This may mean it is inside a wall. The WiFi antenna SHOULD NOT be inside the metal box!

On your phone:

  • Make sure your phone stays within Bluetooth range of the Vue while performing the setup. You should be no more than 15 feet from the device.

On your WiFi router:

  • Ensure you have the correct password for your router you are trying to connect too.
  • The Vue can’t connect to networks that have two protocols. Please enable only one of the following: WAP, WAP2, WEP, WPA
  • If your password is longer than 12 characters, try setting up a guest network with a password less than 12 characters.
  • Check that your router’s firmware is up-to-date

Lastly, if the above methods don’t work, try the following:

  • Reboot your router.
  • Power Cycle the Vue for 3 seconds either by flipping its breaker or by unplugging it
  • Uninstall and reinstall the Emporia app
  • Power cycle your phone.

How do I reconnect my Gen 2 Vue to WiFi?
(New WiFi Router / New Internet Service Provider / Changed Wifi SSID or Password)

On your phone:

  • Make sure your phone stays within Bluetooth range of the Vue while performing the setup. You should be no more than 15 feet from the device.
  • Enable Bluetooth for on your phone
  • Enable Bluetooth on your phone under Settings > General > Bluetooth (iPhone) or Settings > Connected Devices (Android)
  • iPhone ONLY: Enable Bluetooth for the Emporia app
    • Enable Bluetooth for the Emporia App under Settings > Emporia App and make sure Bluetooth is enabled.
  • Android ONLY: Enable Location Services for both the phone and Emporia App
    • Enable location for the phone under Settings > Location
    • Enable location for the Emporia app under Settings > Apps & Notifications
  • Android ONLY: DO NOT attempt to connect directly to the Vue from your phone settings! Although you can see the Vue PROV_xxxx in your Bluetooth settings, ONLY use the app to connect to the Vue. If you have connected to PROV_xxxx, return to your phone settings and forget that device. Then return to the app to complete the setup.

In the Emporia app:

  • Reset the Device by going to Settings > Manage Devices > Select your Vue > Reset Vue (with the wrench icon)
  • Select the “Gen 2 Vue and Skip the Installation Manual”
  • Select “Skip this, I’m just resetting this device”
  • Select your Vue’s Device ID
  • Select your WiFi network & Enter the password
  • Confirm Name and Time Zone
  • You are all done

Do I need to open specific network ports for my Gen 2 Vue to access the internet?

The Vue uses the following ports to communicate with the Emporia Cloud: 80, 123, 443, and 8883.

Can the Gen 2 Vue be used without internet?

No, the Vue requires a 2.4-GHz Wi-Fi internet access to send usage data to the cloud for processing and analysis.

How do I setup my Gen 2 Vue to Monitor Solar?

The app will walk you through this process. You will need to turn off any generation while the Vue is being configured.

In your panel:

  • Ensure that your 200A sensors are installed to measure directionality. The small ‘L’ on the clamp bottoms must go toward the load (toward your breakers) and the ‘K’ (and the Emporia logo on the front of the clamp) must go toward the utility (toward the electric meter). Remember to be careful that your service mains are always dangerously energized.

On your phone:

  • Make sure you’re in Bluetooth range of your new Vue. Follow the registration steps in the Emporia App. As you go through the onboarding flow, you’ll see a screen to setup your Vue for solar.
  • Once setup, you’re the Graphs in the app will display your net metering. They will display either green bars and negative numbers when you are generating more than your load (the energy you are giving back to the grid) or they will display blue bars with positive numbers when you are consuming more energy than you are producing.
     

Does Emporia offer any APIs?

Not at this time. Offering an API is a feature that is on our roadmap, but right now we don’t have a specific release date. we are a small team, with limited resources. We appreciate your feedback and hope you understand that we’re working very hard to prioritize the many enhancements that have been requested.

Installation

Does the Gen 2 Vue work with combination circuit panels with meter sockets connected to the main breaker by a busbar?

Yes, but with qualifications. Some (but not all) customers have successfully installed current sensor clamps around the busbars. This strategy is best attempted where power from the utility meter can be turned off. Otherwise the busbars remain LIVE.

That said, Emporia has developed another potential solution for customers with such systems AND who are served by a utility-owned Smart Meter. The Vue Utility Connect will communicate wirelessly with Zigbee-enabled AMI meters — and therefore will avoid questions around the ability to clamp around the busbar safely.

What are the installation requirements for a Gen 2 Emporia Vue?

  • An electrical system that doesn’t exceed 200A per phase.
  • Access to your service mains
  • A 2.4 GHz Wi-Fi router within broadcast distance of your electric panel
  • Knowledge of your Wi-Fi router SSID and password
  • A mobile device running iOS 10 (or higher) or Android 4.1 (or higher) with the Emporia Energy App installed with Bluetooth and location services enabled

My breaker box doesn’t have a main breaker

  • Some circuit panels may not have a main breaker
  • You may have an older house that simply doesn’t have one
  • It may be located elsewhere between your electric meter and your panel
  • Use caution when installing the sensors, the service mains will remain energized whether the main breaker is turned off or not.

My circuit panel is set into drywall. How do I install the Wi-Fi antenna?

The Wi-Fi antenna installation is the same procedure, the antenna will just be hidden inside the wall behind the drywall.

Can I use the Gen 2 200A sensors to monitor an individual circuit instead of the mains?

Yes. However, some things to keep in mind that each 200A sensor is accurate between 2A – 250A (240W – 30kW @ 120V). When you go below that range, the Vue filters out this data. So you’ll see no load when the sensors record less than 96W per 200A main sensor (192W total for both mains).

Does it matter which direction the Gen 2 sensor is connected around the leads?

Yes, on the 200A sensors, orient the K->L on the bottom of the clamp with the L going toward the load (toward your breakers) and the K going toward the utility. On the 50A sensors, orient the K->L on the bottom of the clamp with the L going toward the load (away from your breakers) and the K going toward the breakers.

What does the K->L label on the bottom of the Gen 2 clamps mean?

This indicates the alignment with the flow of energy. On the 200A sensors, orient the K->L on the bottom of the clamp with the L going toward the load (toward your breakers) and the K going toward the utility. On the 50A sensors, orient the K->L on the bottom of the clamp with the L going toward the load (away from your breakers) and the K going toward the breakers.

Can the sensors rest on the metal service main lugs/screws?

While this won’t affect the performance of the Emporia Vue, we recommend that the sensors be located around the insulated service main wires, in case they need to be adjusted or removed later.

How do I monitor a 240v dual pole circuit?

There are two ways to monitor a dual pole/two leg circuit:

  1. If you would like to free up a sensor to monitor another circuits, you can install a single sensor on one leg of the 240V circuit. Then, enter a multiplier of 2 to double the reading of the leg in the app under Settings > Manage Devices > Vue and Circuits > Circuit Name. This can introduce small inaccuracies, since many multi-pole circuits are not symmetrical in their load. But the difference is negligible for most people.
  2. Otherwise, you can use two sensor clamps and put them on each hot leg of the circuit.

Can the Gen 2 Vue be powered by an adapter to a wall outlet?

No the Gen 2 Vue must be powered by a breaker in your panel to correctly measure phase and voltage.

Can I install the Gen 2 Emporia Vue myself?

The Vue must be installed inside your home’s electric panel. While this can be done safely, improper installation can be dangerous or even fatal. Installation should only be performed by a licensed electrician or other qualified professional in accordance with local electrical code.

Can I use the Gen 2 Vue to monitor a subpanel/multiple panels?

Yes! The Vue is perfect for monitoring a subpanel and/or multiple panels. The Emporia app supports registration of multiple Vue’s where they can be named and monitored easily.

Does the Gen 2 Vue work with 3-phase systems?

Yes, the Vue can monitor light commercial 3-phase systems if each leg doesn’t exceed 200A (600A total). 3-phase bundles are available in the Emporia Shop. If you already own a Vue, you can purchase an additional 200A current sensor from the Emporia Shop.

Can I connect an Expansion Modules to a Gen 2 Vue?

No, there is no expansion port on the Gen 2 Vue and no code in the firmware to support it.

Do I need to install the 200A Main sensors for the 50A sensors to work?

No, the 200A Main clamps for the Vue are not necessary for the individual circuit sensors to work and the 200A sensors can be used to monitor another circuit.

Will the Gen 2 Vue work in countries outside the US?

Yes, the Gen 2 is designed to accomodate a variety of systems with different phases and voltages.

Readings

Why don’t I see readings (zero usage)?

Typically, no readings from the Vue is caused when the Vue doesn’t have an Internet connection or there is an issue with the Vue’s installation.

On your WiFi router:

  • Please make sure your WiFi and Internet are up and running.
    • Check with your phone by launching a browser and make going to emporiaenergy.com
    • To troubleshoot your WiFi, check out the Can’t Connect to WiFi FAQ
  • Power cycle your WiFi router/modem
  • Check that your router’s firmware is up-to-date

In your panel:

  • Ensure the Vue has power
    • Check that the ‘s power light is illumenated.
    • Check the wire harness is securely plugged into the energy monitor.
    • Check the wire harness is securely connected to a breaker and the neutral bus per the installation instructions.
    • Check that the main breaker is turned on.
    • Check that the breaker the Vue is connected to is on.
  • Ensure that the WiFi antenna is properly screwed into the energy monitor
  • Ensure the WiFi antenna is outside of the electric panel. This may mean it is inside a wall. The WiFi antenna SHOULD NOT be inside the metal box!
  • Power Cycle the Vue for 3 seconds either by flipping its breaker or by unplugging it
  • Resetting the Vue will allow you to manually reconnect with the WiFi network of your choice and verify that the most updated password is stored on the Vue. To Reset your View please see the How do I reconnect my Vue to WiFi FAQ

Why don’t I see readings (zero usage), even with WiFi and Internet connection?

Most likely, there is something in your WiFi router settings that is preventing the Vue from sending data to the Emporia cloud.

On your WiFi router:

  • Check that there are no firewall settings or port blocking that would prevent the Vue from connecting to the internet:
    • Ensure your router allow ports 80, 123, 443, and 8883 to connect to the Vue
    • Ensure your router doesn’t have a limit to the number of devices that can connect to it.
    • Ensure your router doesn’t have a limit to the number of packets a device can send in a period of time.
    • Ensure your router doesn’t limit the maximum packet size a device can send
  • Check that your router’s firmware is up-to-date
  • To eliminate a connectivity issue with the Vue, try activating a hotspot on your phone and connect the Vue to it. Connect to this hotspot by following the instructions to Reconnect my Vue to WiFi FAQ. If the Vue connects and reports data while connected to the hotspot, it confirms there’s an issue with your local network. If the Vue still does not report data on the hotspot, please contact support.

What is the “Balance” circuit and how is it calculated?

You can think of Balance as the energy reported by the Mains (200A sensors) that is not being monitored by the 50A circuits. Balance is calculated by taking the sum of all 50A circuits and subtracting that value from the total reported by the Mains during the same period.

Balance = Vue Mains – (Circuit 1+2+3+4+5+6+7+8)

Why is my “Balance” showing a negative Value?

Balance is reported as a negative number when the sum of all 50A circuit channels is greater than the number reported by the Mains. The most common reason for this is a multiplier on the dual pole circuits. While some 240V circuits have a balanced load, they can also be different. This causes the multiplied value reported to be greater than the total actual load.

For example, the heating element of an electric dryer might be on one leg and the tumbler motor could be on the other. If you are monitoring the tumbler leg and the dryer heating element goes off, you might see an overstated value due to the multiplier.

Also, if you are not using the 200A sensors to monitor your mains, but rather an individual circuit, you will likely see an Balance value that is negative.

Why does the energy usage or load reported from the Emporia Vue by the Emporia Energy app seem low?

Ensure that the Current Sensors (CT Clamps) are secured around the incoming service mains in your electric panel. You may have installed them around the feeds for a sub-panel, a smaller breaker, or your neutral.

How does the Gen 2 Emporia Vue measure my energy use?

The Gen 2 Emporia Vue connects to the electric panel in your home with 200A current sensors that clamp around the service mains and 50A sensors to monitor individual circuits. It also draws power from a breaker inside your panel. The current sensors measure amperes through magnetic induction and convert to watts by multiplying by the voltage measured by the leads connected to the breakers.

How accurate are the Gen 2 Vue’s measurements?

The current sensors supplied with the Vue are accurate to within 2%

What are the limits of the Gen 2 Emporia sensors?

Our sensors have physical limitations. Each 200A sensor is accurate with high resolution between 0.04A – 250A (5W – 30kW @ 120V). And each 50A sensor is accurate with high resolution between 0.04A – 63A (5W – 7500W). When you go below those ranges, the sensors will report about 5W of noise. However, when in range, the sensors can resolve differences as low as a handful of watts. The app filters out this noise, so you’ll see no load when the sensors are below the threshold of 5 watts for either the 50A sensors and 200A sensors. However, if you download the raw data, you will see the reported noise – giving a slight discrepancy between the app and the raw data.

Can I see the individual load for each 200A Main sensor?

While the Mains are combined in the app, you can see the individual loads for each sensor by exporting your data to CSV in the app settings.

How much data does the Gen 2 Vue upload?

On a daily basis, you can expect the following usage:

  • Gen 2 Vue two 200A mains only): 2.6 MB / day
  • Gen 2 Vue with two 200A mains plus eight 50A sensors: 13 MB / day
  • Gen 2 Vue with two 200A mains plus sixteen 50A sensors: 30.2 MB / day

Hardware

How long are the Gen 2 CT Clamp cables?

The current sensor leads are 3ft. (1m) long.

What are the Gen 2 Vue hardware dimensions?

  • Gen 2 Vue: 2.25″ x 1.75″ x 1.25″ (58mm x 44mm x 33mm)
  • 200A Sensor: External: 2.6″ x 2.0″ x 1.6″ (66mm x 51mm x 41mm) Internal Diameter: 1″ (26mm) Cable: 3′ (1m)
  • 50A Sensor: External: 1.6″ x 1.1″ x 1″ (41mm x 28mm x 26mm) Internal Diameter: 0.4″ (10mm) Cable: 3′ (1m)

Does the Gen 2 Vue meet National Electrical Code standards? Is the Gen 2 Vue certified?

The Emporia Vue Smart Home Energy Monitor is Listed by UL to meet the 62368-1 safety requirements for an I.T.E Energy Monitor

The Vue energy monitor and current sensors are considered a system designed for field installation in a switch enclosure as per section 312.8(B) of the 2017 National Electrical Code (NEC) regarding Power Monitoring Equipment. The Vue is considered a non-invasive load monitor (NILM) and as a non-permanent fixture, it is acceptable to install in an electrical panel.

The Emporia Vue Smart Home Energy Monitor contains FCC ID: 2AS6P-EMCTV2 This device complies with part 15 of the FCC Rules. Operation is subject to the following two conditions: (1) this device may not cause harmful interference, and (2) this device must accept any interference received,including interference that may cause undesired operation.

Does the Gen 2 Vue monitor voltage?

Yes, the Gen 2 Vue monitors voltage and phase through the power leads attached to the breakers in your panel.

Can I monitor my Emporia Vue with more than one mobile app?

Yes, simply install the Emporia Energy app on the additional device and login with the same email address and password that you used to set up the Vue.

Can multiple Vue’s be viewed together on the same app?

Yes, you can name your Vue’s in Settings > Device Management. And you can see the usage for each device by clicking the 3-dot ellipsis in the top right of the Home page to choose which Vue to display.

Account

  • Check your Spam/Junk folder in your email app.
  • Double check that you entered the correct email address when creating your account.
  • Be patient. Sometimes it can take a few minutes.

Make sure you enter the 6-digit code as it appears in the email. Do not hit the back button at the top of the app, or you the code will be invalid, and you’ll need a new one.

Cost / Warranty

Is there a subscription fee or other additional fees for the Vue?

There is no subscription fee to use the app or the service. Just the initial cost of the hardware.

What is the warranty?

If for any reason you are not satisfied with your purchase, just let us know and we will make it right. For more info, please read our refunds and return policy here

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