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EnergyTrak

Troubleshooting

This guide provides high-level troubleshooting steps for EnergyTrak devices. Select your site state below to get started.

Troubleshooting by Site State​

Select the status that matches what you see in your EnergyTrak App:

Disconnected Status
Site State: Disconnected
Device not communicating with EnergyTrak. No longer reporting for more than 24 hours.
View troubleshooting stepsPending Status
Site State: Pending
Device registered but awaiting first communication. Has not yet connected to the EnergyTrak Cloud.
View troubleshooting stepsNo Exercise Events
Site State: Never Exercises
Device connected but missing weekly exercise events. Could be installation or generator may not be set to exercise.
View troubleshooting stepsWarning Status
Site State: Warning
Device continuously showing warning status. Communicating but reporting a persistent warning condition.
View troubleshooting stepsFault Status
Site State: Fault
Device continuously showing fault status. Communicating but reporting a persistent fault condition.
View troubleshooting steps

Site State: Disconnected​

Cellular Signal Strength

For cellular devices, weak signal strength (RSSI) can cause connectivity issues. Physical obstructions such as metal generator enclosures can block signals. If the device was recently installed or moved, verify it has adequate cellular coverage at its location.

  1. Check Subscription Status to verify the site has an active subscription.
  2. Check Event Log to review device history and check for events.
  3. If able, using the device's LED indicators, verify if the EnergyTrak device is powered.
  4. If the steps above don't resolve your issue, see the EnergyTrak Devices page for device-specific hardware troubleshooting guides. These guides contain detailed technical procedures including LED diagnostics, voltage testing, and kit installation verification.

Site State: Pending​

Cellular Signal Strength

For cellular devices, weak signal strength (RSSI) can cause connectivity issues. Physical obstructions such as metal generator enclosures can block signals. Verify the device has adequate cellular coverage at its installation location.

  1. Check Subscription Status to verify the site has an active subscription.
  2. If able, using the device's LED indicators, verify if the EnergyTrak device is powered.
  3. If the steps above don't resolve your issue, see the EnergyTrak Devices page for device-specific hardware troubleshooting guides. These guides contain detailed technical procedures including LED diagnostics, voltage testing, and wiring verification.

Site State: Never Exercises​

Weather Conditions

On Briggs & Stratton generators, temperatures below 40°F will prevent the generator from exercising. Review recent weather at your location using Weather History.

  1. Verify the generator exercise schedule is configured per the generator manual.
  2. Check Subscription Status to verify the site has an active subscription.
  3. Check Event Log for events during the exercise window.
  4. If the steps above don't resolve your issue, see the EnergyTrak Devices page for device-specific hardware troubleshooting guides. These guides contain detailed technical procedures including LED diagnostics, voltage testing, and wiring verification.

Site State: Warning​

Check for Recent Power Outages

Before troubleshooting, check if there have been recent power outages in your area using the United States Power Outage Map. A power outage may have affected the generator or device.

  1. The generator may be in manual mode with utility power disconnected or being read by incorrectly. Refer to the generator manual for instructions.
  2. Check Subscription Status to verify the site has an active subscription.
  3. Check Event Log to identify the specific warning being reported.
Common Warning Triggers
  • Low Generator Battery — The generator's starting battery may need replacement or charging.
  • EnergyTrak Device High Temperature — The monitoring device is reporting elevated internal temperature.
  • EnergyTrak Device Low Internal Battery — The device's internal backup battery is low.
  1. If the steps above don't resolve your issue, see the EnergyTrak Devices page for device-specific hardware troubleshooting guides. These guides contain detailed technical procedures including LED diagnostics, voltage testing, and wiring verification.

Site State: Fault​

  1. Check Event Log to identify the specific fault that has been reported.
  2. If the steps above don't resolve your issue, see the EnergyTrak Devices page for device-specific hardware troubleshooting guides. These guides contain detailed technical procedures including LED diagnostics, voltage testing, and wiring verification.

Common Check Procedures​

The following procedures provide step-by-step instructions for the checks referenced above. These apply to all EnergyTrak devices unless otherwise noted.

Check Subscription Status

NOTICE
Cellular EnergyTrak devices require an active subscription to maintain SIM card connectivity.

Learn More

For detailed information about managing subscriptions, see Navigating Subscriptions.

Procedure​

  1. Log in to the EnergyTrak App. Navigate to the site subscription details. Has the subscription expired?

    • Yes - Remove the current site, create a new site, and re-commission the device. Allow 20 minutes for SIM card reactivation. Check again.
    • No - Go to step 2.

  2. Is the subscription status shown as "Active" or "Trial"?

    • Yes - Subscription is valid. Continue troubleshooting.
    • No - Renew subscription. Allow 20 minutes for SIM card reactivation. Check again.
Check Event Log

NOTICE
The event log provides historical information about device communication and generator status.

Learn More

For detailed information about using the event log, see the Event Log User Manual.

Procedure​

  1. Log in to the EnergyTrak App. Navigate to the site event log. Are there any events?

    • Yes - Go to step 2.
    • No - Device has never reported. Verify installation and check device power.

  2. Is the most recent event within the last 24 hours?

    • Yes - Device is communicating. Go to step 3.
    • No - Device lost connectivity. Check cellular signal or power.

  3. Are there any Fault or Warning events?

    • Yes - Note the type of fault or warning type for further diagnostics.
    • No - Device is communicating normally. Continue troubleshooting.

When to Contact Support​

If you've completed the checks above and your issue persists, please contact EnergyTrak support with the following information ready:

Verify Your Device Model or Kit

Before contacting support, confirm you're troubleshooting the correct device or kit. See EnergyTrak Devices to identify your specific device model or kit.

  • Device model and electronic serial number (ESN)
  • Description of the issue
  • When the issue started
  • Steps you've already tried
  • LED indicator status
  • Generator Brand and Model
  • Screenshots from the app (if applicable)
  • Dealer Information and Dealer Number
Advanced Troubleshooting

The device-specific guides under EnergyTrak Devices contain detailed technical procedures including voltage testing, wiring verification, and hardware diagnostics. These procedures may involve:

  • Working with 12VDC and 240VAC electrical systems
  • Opening generator enclosures
  • Using multimeters and diagnostic equipment

These procedures should only be performed by qualified technicians or installers. If you are not comfortable with electrical work, please contact a professional installer or EnergyTrak support.

Additional Resources​