Meter offline

This page explains the known steps to bring a smart-me electricity meter that is offline back online.

Good to know

How do I know if a meter is offline?

A smart-me meter is offline if it has not reported to the cloud for more than 15 minutes. This can be determined by verifying the last connection on the meter.

Firmware Version (Telstar 80A und Telstar CT)

Up to and including FW version 1.16 and 1.17, various adjustments were made to the Telstar CT and Telstar 80A to improve the stability of the WiFi connection. For this reason, we recommend that you always briefly check whether the latest version is on the meter and update it if necessary. Firmware update 

If a meter with the latest firmware version is offline, although neighbouring meters are online, please report this to us.

How do I save a new network on the smart-me device?

See below reinstall meter

Reinstalling meter

With a new installation, a new WiFi can be saved on the meter. The installation must be done from the account where the meter is offline. The smart-me Cloud recognises known devices and adds new data without changing the existing data.

The new installation is carried out with the same procedure as described in the commissioning. In the app, select the + in the top right-hand corner and reinstall the device. The new SSID and password are automatically saved on the device. It is important to make sure that you are logged in with the correct account.

Narrowing down the problem

It is important to first roughly find out what the problem with the connection is. If several meters lose connection (are offline) almost at the same time, this probably indicates problems with the access point, the router or the internet connection.

Possible problems could be:

If only a single meter or a small group of meters has lost connection, the problem is usually more likely to be with the smart-me meter concerned.

Bringing a meter back online

The following instructions suggest a standard procedure to bring a meter back online. 

Please note the following prerequisites:

Telstar 80A and Telstar CT

Restart meter

This is just for info on how it is done, it may be required below to restart the meter to bring it back online. 

Force restart: 

How do I recognise the restart?

Behaviour when the counter comes back online:

Behaviour if the meter does not come online:

Check on arrival

The following points can be checked on arrival. If something has already been changed at the meter, it is important that no further changes are made at the meter for at least 5 minutes. It is also possible to request a 30-second video of the meter from the customer on site to better limit these steps.

Counter alternates between X and reception symbol:

Translated with DeepL.com (free version)Display is dark

Display keeps getting dark

Meter generates a local WLAN for more than 5 minutes

Counter permanently displays an X in the upper right-hand corner

The meter cannot connect to the WLAN

3 Phase Meter 80A (old version)

Serial number starts with 60*

Restart meter: 

This is just for info on how it is done, it may be required below to restart the meter to bring it back online. 

Force restart: 

How do I recognise the restart?

Behaviour when the counter comes back online:

Behaviour if the meter does not come online:

Check on arrival

The following points can be checked on arrival. If something has already been changed at the meter, it is important that no further changes are made at the meter for at least 5 minutes. It is also possible to request a 30-second video of the meter from the customer on site to better limit these steps.

Meter is dark

888888 is shown on the display

Counter generates a local WLAN for more than 5 minutes

The meter cannot connect to the WLAN

Kamstrup

Serial number starts with 92*: Kamstrup

Restart meter

How do I know the reception status of a meter?

Check on arrival

The following points can be checked on arrival. If something has already been done to the meter, it is important that nothing is done to the meter for at least 5 minutes. It is also possible to request a video of the meter from the customer on site (30 seconds) to narrow down these steps.

Check the status with the video: https://www.youtube.com/watch?v=CwS65mPsTws or https://vimeo.com/688374505

Chapter: 00:06 LEDs do not light up

Chapter: 00:18 WLAN is not created

Chapter: 00:59 LED flashing fast

Chapter: 01:14 LED running light

Bauer Station

Check on arrival

Call support. Instruction in progress.