Vue utility connect won’t stay connected

[Racer-X]

<p style=”text-align: right;”>For the last few weeks, I have had to call PG&E every few days because the utility connect will lose connection with the meter. Wi-Fi is fine power is fine. It used to work for 6 months or more before needing to be power cycles. Talking to PG&E, they told me they have been getting far more than usual requests to reconnect these Utility Connect devices. Does anyone know why this is happening now? My device is down again and I don’t want to keep calling them.</p>

[emporiacs]

Hi,

We are aware of a firmware issue with the Utility Connect and are investigating it to have a solution soon.

[Racer-X]

Thank you.

How will I know:

A) When the new firmware is released

B) What the firmware number is

C) How I can download it

[emporiacs]

The firmware in our devices is updated automatically.

[Racer-X]

OK, but that still leaves the first two questions.

How will I know:

A) When the new firmware is released

B) What the firmware number is

 

[emporiacs]

For each device connected, you have the firmware version on the Emporia app.

[Racer-X]

Will you announce when the firmware is updated or do I have to keep calling PG&E every week to have my device reconnected?

[Racer-X]

Hello? Anyone? Will the Vue connect when it gets the new firmware or do I have to keep calling PG&E every week to get it to connect? Any timeline on the update?

[emporiacs]

Hi, thanks for your patience. We’re currently working on a firmware update for this. As a courtesy, you can contact support directly to get notified with an official ETA once available.

[Racer-X]

That doesn’t answer the question. Will the Vue connect when it gets the new firmware or do I have to keep calling PG&E every week to get it to connect?

[emporiacs]

Hi,

We understand your frustration. We apologize for the inconvenience. We appreciate your patience as the team works on this.

To help bring you to a solution as soon as possible, please check to see if your utility connect is already running the latest firmware version, which is 464: https://help.emporiaenergy.com/hc/en-us/articles/10410904321815-Firmware-Updates

With that information in tow, please contact us directly (info below for phone, email, and chat) so we can help you more specifically with your case (reference this thread, please).

If it’s a few updates below that, we can advance it to the latest firmware for you. This, in some cases, resolves the issue albeit sometimes you’ll still need to call the utility company to reprovision for the data to come back and be totally set.

 

.

[Racer-X]

I got a hold of support, they updated my firmware to the latest 464 version, I called PG&E to get my device connected again, and it worked! FOR ONE WEEK, UNTIL IT DID THE SAME THING AND LOST CONNECTION WITH THE METER. It looks like you have a new firmware version up. For some reason my device doesn’t want to download the latest version, so I will go through support again. Unbelieveable.

[Racer-X]

Also, will the latest firmware, 487, fix the PG&E connection issue or am I wasting their time and mine reprovisioning the device?

[Samir]

I’m also interested in what’s going on with this.  On the fence if I should get a Utility Connect after seeing this.

[Racer-X]

Don’t bother. I’m sick of calling PG&E every week and wasting their time. Now, the device won’t even blink like it’s trying to connect with the meter and the latest attempt to get it to connect failed completely. It’s not worth the hassle anymore to me.

[Samir]

Sounds like the unit or power supply went bad. 🙁  Have you tried replacing the power supply?  I’m probably still going to get one since if I have problems like this I’ll work with support to either get it sorted or get a refund.

[Racer-X]

It’s not the power supply. There are three lights on the device and two (power and connected to wifi) are on and not blinking, so it has power and is connected to my wifi.

As you can see from the above, Emporia is slow to respond and will not tell me which, if any, of the updates fix the issue. They also stated that the device will update automatically but I have not seen any evidence of that. I had to contact the chat help to get my device updated to versions that don’t even work.

[emporiacs]

Hi Racer-X,

If you haven’t already about this issue, please contact support again directly and reference this thread for more potential options specific to your situation. Thank you for your patience.

[Samir]

I’ve seen this before on equipment before where the light comes on but there’s not enough ampage and the device won’t work properly.  If you’ve got another power source, I’d definitely try it–could be that simple.

[Racer-X]

It’s not the power supply. I check it with another power source.

After several resets and talking to PG&E again, it’s connected as of a few minutes ago. It’s on the latest firmware, 513, so let’s see how long this lasts.

[Author]

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