Vue Utility Connect Troubleshooting / FAQs

Setup / Can’t Connect

What do the lights on the Vue: Utility Connect Vue Mean?

Wifi Light
Off Has not connected to router
On solid Connected to router and Emporia
Blinking once per second Establishing connection to Emporia
Blinking every 2 seconds Lost connection to router
Smart Meter Link Light
Off Has not connected to meter
On solid Connected to meter and receiving data
Blinking every 2 seconds No data from meter in over 1 minute

How do I reset the Vue: Utility Connect?

A paper clip can be used through the hole on the right front of the Vue to perform a factory reset. Press and hold the button for 5 seconds to reset the Smart Meter Link. The Link light will blink rapidly. You’ll need to re-provision the Vue to a Smart Meter through your utility to see data again. Press and hold the button for 8 seconds to reset the Wi-Fi. The Wi-Fi light will blink rapidly. You’ll need to setup the Vue in the Emporia app again to reconnect to Wi-Fi. If the button is pressed and held for more than 12 seconds, the button will have no effect.

The Emporia app can’t find the Vue: Utility Connect (Device ID) / Exception has occurred

 

This typically indicates that your Gen 2 Vue doesn’t have power or there is an issue with your Bluetooth.

On the Vue:

  • Ensure the Vue has power and the power light is illumenated.

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.

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

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

The Vue: Utility Connect can’t find my WiFi Network

This typically indicates that you’re trying to connect to a 5GHz network or the Vue doesn’t have adequate WiFi signal

On the Vue:

  • Ensure the Vue has power and the power light is illumenated.

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 by unplugging it
  • Uninstall and reinstall the Emporia app
  • Power cycle your phone.

The Vue: Utility Connect finds my WiFi router but doesn’t connect to it.

This typically indicates that there is an issue with your router password or protocol.

On the Vue:

  • Ensure the Vue has power and the power light is illumenated.

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 by unplugging it
  • Uninstall and reinstall the Emporia app
  • Power cycle your phone.

How do I reconnect my Vue: Utility Connect 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 “Vue: Utility Connect”
  • Go through the setup process and enter your wifi credientials when prompted/li>

Do I need to open specific network ports for my Vue: Utility Connect to access the internet?

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

Can the Vue: Utility Connect 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.

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.

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

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

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.

How does the Vue: Utility Connect measure my energy use?

The Vue: Utility Connect is not taking measurements. It connects to the your utility’s AMI Smart Meter via a Zigbee protocol. The usage measured by the meter is sent periodically by the meter to the Vue.

How accurate are the Vue: Utility Connect measurements?

The Vue: Utility Connect is not taking measurements. It is reporting the measurements taken by your utility’s AMI Smart Meter

How much data does the Vue: Utility Connect upload?

You can expect the Vue: Utility Connect to use 1.5MB per day

Hardware

What are the Gen 2 Vue hardware dimensions?

The Vue: Utility Connect when connected to the included AC adapter is 5.9″ x 2″ x 1.85″ (150mm x 50mm x 47mm)

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

My Question Isn’t Answered

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