Troubleshooting

Frequently asked questions involving meter troubleshooting.

Why does the UI look garbled after a firmware upgrade?

This is typically an issue with web browser caching. Please clear the browser's cache or use the browser's Reload/Refresh button to fix the problem. More information on clearing browser cache is available here. Keep in mind the instructions for your specific browser may vary.

Note that this should not be an issue when updating from firmware version 2.15 or later.

I can't connect to my device anymore, what should I do?

First, power-cycle the eGauge. See the answer to the question "How do I power-cycle the eGauge?" for details on how to do this. 

Second, try unplugging the HomePlug adapter and then plugging it back in, if applicable. This retrains the HomePlug-adapter and will often bring the device back.

Third, let's find out if the device can be accessed locally. We will use DEVNAME as a stand-in for the name of your device (e.g., for eGauge9999 or whatever the name of your device is). Using a computer that is connected to the same LAN as the eGauge, open a browser and open one of the following two URLs, depending on the type of your computer:

http://DEVNAME/        (on Windows-computers)
http://DEVNAME.local/  (on Mac or Linux computers)

If this URL loads and you get a graph that's updating, the eGauge is working fine and accessible through your LAN. If the URL does not load, check the following:

Caution: The eGauge is installed in an enclosure with wires carrying high voltage. If you cannot see the Status LED (eGauge2 and EG30xx) or Status LCD (EG4xxx) without opening the enclosure, please contact a licensed electrician.

Fourth, let's find out whether the eGauge is connected to the server at egauge.net. Open a browser on a computer and try to load this URL (replace DEVNAME with the device name of your eGauge):

http://DEVNAME.egaug.es/

If the page loads fine and results in a graph that updates once per second, your eGauge is fully operational. If the page does not load, it indicates a problem in your LAN environment. For example, the DHCP server on your LAN may be providing incorrect network information, or security settings/software may prevent the eGauge from reaching the proxy server. If possible, power cycle the router and/or modem as applicable and repeat the steps above. This can sometimes resolve connectivity issues that are not related to security settings. If this does not resolve the issue, please consult an IT professional for further help.

When contacting eGauge support, please provide the following details:

In addition, if eGauge2, or EG301x/EG4xxx with HomePlug:

In addition, if EG30xx or EG4xxx with hardwired Ethernet:

 

How do I clear browser cache and/or stored credentials?

In some instances (including upgrading from a firmware version older than 2.15) the eGauge interface may not load correctly. Should this happen, the first troubleshooting step is clearing browser cache. Browser cache is data stored by the web browser to increase the loading speed of a webpage. However, this can have the effect of forcing the browser to use older data. In essence, part of the web page is out of date, which causes (among other things) graphical issues. Devices with firmware 2.15 or newer should not have this issue.

Most modern browsers will attempt to store website credentials. If credentials that do not have the authorization to make changes are stored (for example, if a password was typed incorrectly), the eGauge interface will show the error "Sorry, you are not authorized to make this change." instead of prompting for a username and password when settings are changed. If this message appears without entering credentials, then the browser is providing incorrect credentials to the eGauge.  To resolve this, the credentials must be cleared from browser memory.

To clear browser cache and/or stored credentials:

Note that some browsers (for example, mobile browsers) may have a different process. It may be necessary to search for browser-specific instructions if the steps above do not work. See the tutorial document below for more information:

 

CLEARING CACHE

 

What does the message "Error: Failed to save epoch." mean?

When attempting to save settings, the following error message may appear:

Rebooting the meter first is recommended, as this usually resolves the issue. The eGauge should also be on the latest firmware, so a firmware upgrade may be necessary.

This error message can appear when either of two conditions are met:

1. The date in the "Date & time when recording started" field under Settings -> General Settings is older than the database capacity of the eGauge. 

To correct this, set the "Date & time when recording started" field to a time more recent that the limit of the database capacity. To check your database capacity, append /cgi-bin/get?db to the end of the eGauge URL. For example: http://DEVNAME.egaug.es/cgi-bin/get?db (replace DEVNAME with the device name of the eGauge). Note that this may not work on older firmware.

 

2. The date in the "Date & Time" field under Settings -> Date & Time is set to a point in the future. 

To correct this, set the "Date & Time" to the current date and time as displayed on your computer. If the eGauge is connected to an NTP server this setting does not have to be precise; as long as the date and time is within a few minutes of the actual date and time the eGauge will automatically correct the offset.