Data in the app comes from your charging station or energy monitor, through its modules and its internet connection, to the Smappee cloud. If one link in that chain is missing, data stops. The cause depends on your product, so this article guides you to the right check and the article with the steps for your product.
First: quick checks
- Make sure the Smappee app is up to date.
- Make sure the right location is selected. To check: compare the serial number shown in the app settings with the serial number on the label of your energy monitor or charging station. They must be the same. See Where to find the serial number of my installed devices in the Smappee app? and Where do I find the serial number of my Smappee monitor?
- Log out and log in again. In the Dashboard.
- Check status.smappee.net for maintenance or a known issue on the Smappee cloud.
Still no data? Then continue with the three checks below, in this order.
Check 1: Is the device online?
A device that is offline sends no data. Check the online status of your charging station or energy monitor in the app or Dashboard.
| Your device | Article |
|---|---|
| Charging station offline | Getting your EV charger back online |
| Energy monitor offline, or red LED on the monitor | My Smappee monitor is showing a red LED. What to do? (Network issues) |
| Not sure whether the internet connection is the problem | How to check the internet connectivity of a Smappee product and How should my Network (Wi-Fi and firewall) be configured? |
Check 2: Are all modules found?
The device is online, but data is still missing or shows 0? Then a module may not be found, for example a CT Hub, Solidcore or Power Box. In the app, a module that is not found shows a red triangle in the Infinity Modules view.
| Situation | Article |
|---|---|
| Charging station: not all modules found | Not all the EV Line components are being detected |
| EV Wall Home V3 or EV One Home V3: CT Hub or Solidcore not found | Troubleshooting - EV Wall Home/One (V3) - CT Hub/Solidcore are not found |
| A module was replaced recently | How to replace a Charging Station module via the Smappee App |
Check 3: Are the measurements correct?
Everything is online and all modules are found, but the values look wrong: 0, negative, or much too high or too low? Then check how the measurements are installed and configured: the CT direction, the phase each CT is on, and the grid type.
- Validating the measurements of your Smappee monitor
- How to change Grid type of the Infinity measurements
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