Below, you’ll find simple steps to help you resolve the most common issues for electricity, water, district heating, and gas meters. If you follow these steps, you can often get your data flowing again without needing technical expertise.
1. Check if the meter is still active
Has the meter been replaced or is it still in use?
- Look at the meter in your building or ask your data provider if the meter is still active
- If the meter has been replaced, ask your data provider to add the meter to the existing data sending. Once the meter’s data is sent to Ento, allocate the meter to the relevant site.
2. Check how often your meter sends data
- Some meters may not send data every day
- If your meter is in a basement or an area with poor signal, it might send data less often
- If you suspect this is the case, ask your data provider if anything can be done to improve the connection e.g., installing a stronger gateway
3. If it is an electricity meter connected to ElOverblik, check the authorization
If you are missing electricity meter data from ElOverblik check this guide.
4. Check for Data Sending Issues
Is the data being sent to Ento as expected?
- Go to Ento > Settings > Data sources
- Click on the data source of the affected meter
- Look for a recently received file with data for your meter
- If files are missing for certain dates or meters, contact your data provider and ask them to send the missing data
- Attach a recent synchronized file from Ento to your email. This helps your data provider see the correct file format
- If data is included in the file, but not available on Ento - send an email to Integrations@ento.ai. including the relevant meter number and the downloaded file.
Sample message to your data provider
Hi,
I can see that meter number [insert meter number or ID from Ento, and address if possible] has not sent data to Ento since [insert date].
Has the meter been changed? If not, can you see why we are no longer receiving data from the meter?
How can we get the missing data sent to Ento, and ensure daily updates going forward?
Will you please send the missing data directly to the data source too and let us know once it’s done?
Thank you.
5. Still Not Working?
- If you have tried all the above and still do not see data in Ento, contact your data provider and ask:
- Why has the data sending stopped?
- How can it be resumed?
- Will can the missing data be sent to Ento?