On Zaptec Sense, any orange light (solid or blinking) means there's an issue that needs attention. Solid white means everything is working as it should.
This guide explains what each orange light pattern means and provides troubleshooting steps.
What to check first if the Zaptec Sense is not working
Start here:
- Is the device powered and plugged in?
- Is the HAN port or P1 port open? (for HAN/P1 models only)
- Is the device online and connected to the internet?
- Do the values in the Zaptec Portal settings match the physical installation?
- Does the AMS meter need an external power supply?
- Is the charger correctly wired?
- Is the scaling factor set correct if your main fuse is over 63A?
- Is this an IT installation? If yes, check if there is enough power on two phases.
What the orange light patterns mean
| Light pattern | Description | What to do |
|---|---|---|
|
Solid white |
Static white means that the Zaptec Sense is configured and active. |
You are all good! |
|
Solid orange |
IP address received, but the device is not connected to the cloud server. | Check internet connection, settings and ensure a stable internet connection. |
|
Two orange blinks |
No IP has been received via Ethernet or Wi-Fi. Could be a network connection issue (e.g incorrect network settings. |
Ensure the device is connected to a network with DHCP enabled or check Wi-Fi/Ethernet settings |
|
Orange, white, orange, white |
No M-bus data received. Specifically for Zaptec Sense HAN, this indicates no data from the HAN port. |
Contact your utility to activate HAN port. Check meter compatibility, scaling factor, or power supply. |
|
Three orange blinks |
Zaptec Sense is not configured, or there's no internet connection. | Complete setup in the Zaptec App. Check Wi-Fi/Ethernet connection and configuration. |
Troubleshooting by light pattern
Static orange light
- Meaning: Device has received an IP address but is unable to connect to the cloud.
-
Check:
- Verify the internet connection is stable.
- If you are using Kamstrup Omnipower with firmware 5.4.8.3 or lower, an external power supply (micro-USB) is needed for proper communication.
- Firewall or Router Settings: Make sure that your network allows the device to communicate with the cloud.
Two orange blinks
- Meaning: The device has not received an IP address, either through Ethernet or Wi-Fi.
-
Check:
- Ensure the Ethernet cable is properly connected to both the device and the router. This could be a DHCP or IP address issue.
- If using Wi-Fi, double-check your network settings and ensure the device is connected to the correct Wi-Fi network.
- Faulty Cable or Connection: If using Ethernet, the cable may be improperly connected.
- If the HAN port is already in use, use a Y-splitter and connect an external power supply (5VDC phone charger with micro-USB).
Alternating orange and white blinks
- Meaning: The device is not receiving any data from the HAN port.
-
Check:
- Contact your utility provider to ensure the HAN port is activated on your meter.
- Verify that your smart meter is compatible with Zaptec Sense HAN (refer to our compatibility list in the setup guide).
- If using a Kamstrup Omnipower meter, ensure the external power supply is connected via micro-USB.
- Check the scaling factor settings in Zaptec Portal if your meter uses a scaling factor (for example, CT ratio issues).
Possible causes:
- HAN Port Not Activated: The HAN port on your smart meter may not be activated by your utility provider.
- Meter Compatibility or Scaling Factor Issues: If your smart meter is incompatible, or if the scaling factor is incorrectly set, the device won’t receive accurate data.
- Power Issues: If the meter isn’t providing enough power (e.g., with Kamstrup Omnipower), the device may fail to receive data.
Three orange blinks
- Meaning: The device is not configured or has no internet connection.
-
Check:
- Log in to the Zaptec app and ensure the device is properly configured (go to Dashboard > Install Product).
- If using Wi-Fi, ensure the device is connected to the correct Wi-Fi network.
- For Ethernet, check that the Ethernet cable is properly connected and that the device is set up for Ethernet in the Zaptec app.
- Follow the instructions in the Zaptec app to configure the device and connect it to your network.
Possible causes:
- Incomplete Setup: The device hasn’t been fully configured via the Zaptec app.
- Internet Connectivity Issues: There might be problems with Wi-Fi or Ethernet setup.
-
Ethernet Connection Issue: If using Ethernet, the cable might be disconnected or incorrectly configured.
If you see the message: "Not able to contact Zaptec Sense"
This error message appears in the Zaptec app when the system cannot communicate with Zaptec Sense—either during installation, monitoring, or regular use.
Try this:
- Make sure the device is powered and plugged into the meter.
- Turn on Bluetooth and confirm the app has permissions.
- For HAN models: Check that the HAN port has been opened by the grid company.
- Restart the connection by unplugging the device for 1 minute and reconnecting.
- Use a 2.4 GHz Wi-Fi network (Zaptec Sense doesn't support 5 GHz).
- You can also try to disconnect Zaptec Sense from the e-meter, wait 1 min, and reconnect.
If Zaptec Sense appears offline
The device shows as offline in the portal, and the current will drop to the minimum current setting (on the charger) to avoid tripping any circuit breakers.
Why it happens:
- Zaptec Sense is not configured in the Zaptec App.
- Not able to connect because the Wi-FI is not according to requirements and recommendations from Zaptec.
What to check:
- Log in via the Zaptec app and set up a Wi-Fi network.
- Check that the Wi-Fi is according to our Zaptec requirements and recommendations. All Zaptec products require a 2,4 GHz connection and won't connect to 5 GHz Wi-Fi networks.
- If Zaptec Sense light flashes twice
it means it has not received any IP address, in other words, not connected to the internet.
-
But if the light only flashes once,
it means that IP is received, but no contact with the cloud. In this case, it could due to the network specifications.
- If Zaptec Sense light flashes twice
If you get incorrect power measurements
Even if everything seems to work, inaccurate readings can reduce available charging power. Here’s how to troubleshoot:
1. HAN port is not open
Make sure that the HAN-port has been opened by the grid company. No HAN = No data.
2. Incorrect scaling factor
Some AMS meters require a "scaling factor" for accurate measurement. This factor is the difference between the primary and the secondary side of the measurement transformer. Check your meter's documentation for the correct value. The scaling factor is to be found on the trafo.
- Example: If the CT turnover ratio is 100:5 = Scaling factor 20.
- Example: If the CT turnover ratio is 50:1 = Scaling factor 50.
When to use it:
- Directly measured AMS (up to 50A): Most homes use an AMS electricity meter with a 1:1 CT ratio, meaning the measured electricity from the meter matches the data sent via the HAN port. If this ratio is not 1:1, the reading from the HAN port will not be correct. You will then need to correct with a scaling factor that is entered in the Zaptec Portal under Power management for APM.
- Indirectly measured AMS current meters (From 50A): For indirectly measured AMS (> 63A Main fuse) or if there are different ratio data values output on the HAN port on the AMS current meter than measured, a scaling factor must be applied in the Zaptec Portal under Power management to correct the CT turnover ratio.
3. AMS specifications were not taken into consideration
Each AMS meter has its specifications. Find out what type of AMS is used at installation. E.g Kamstrup meters require an external power supply.
Kamstrup Omnipower (with RJ45 module)
- Requires external power (5V micro-USB) if Zaptec Sense is running with FW 5.4.8.3 or older.
- Use a 5VDC micro-USB phone charger (not included).
- Kamstrup meters may restart frequently unless connected to an external power source, as their HAN port does not provide enough power.
- While Kamstrup meters lack a built-in HAN module, it's likely installed during the smart meter upgrade or can be sent to you by mail at no cost.
- Without external power, the meter may restart or fail to supply enough data.
Aidon 6534
- No external power adapter needed.
- For the IT3-phase, L2 is not measured directly by this AMS type. Zaptec Sense estimates this value
based on L1 and L3 readings, which is usually accurate but may lead to slight overestimations.
- Most meters provide measurements on all three phases, and we're exploring a possible firmware update on Zaptec Sense to address this.
- Optional: Convert from 3-phase to 1-phase setup. It's important that phases 1 and 3 on the smart meter are aligned with neutral (N) and L1 on the charger. Update settings in the Zaptec App to IT 1-phase grid type, with the phase pair set to 1/3.
Kaifa/Nuri
- Built-in HAN module (Usually).
- Activate the HAN port and connect directly to the meter behind the small cover on the left.
- The Kaifa model MA304T3 doesn't measure L2, as stated in its specifications. This type of AMS with external current measurement is less commonly used in private homes.
4. The E-meter is wired incorrectly
Especially in IT 3-phase setups, wiring mistakes can happen during the installation of a new AMS meter. On older energy meters, it is more difficult to separate the wires from each other. This is because they are often the same size (16kvd) and colour (black) and are not marked with anything.
- What might have happened is that two wires could have been switched so that the phase rotation is L2-L1-L3 instead of L1-L2-L3.
- The problem occurs when the charger sends a command to start charging on L1, but this is not the phase that is used. This could make the fuse trip, or they may not be able to charge at all.
- If this happens, the phase rotation is most likely not the same as the one set up by the installer.
Updated