FAQ

Frequently Asked Questions for Eyedro products and MyEyedro cloud services

Product FAQ

Frequently Asked Questions for Eyedro Electricity Monitoring products

Will an Eyedro product work without an internet connection?

All Eyedro products are designed to take advantage of the MyEyedro cloud services – thus requiring the product(s) to be connected to the internet at all times. There is a small amount of internal memory to store data in the event of a temporary disruption to your internet service.

Can I monitor services larger than 200A with your product?

Each sensor is rated for 200A maximum. If your particular panel uses parallel feeds of 200A 3/0 conductors you can use Eyedro to monitor the feed wires as long as no more than 200A will ever flow through an individual conductor.

Alternately, you can substitute the 200A sensors with higher rated sensors (up to 5000A) on our Eyedro Business Electricity Monitoring products.

What are the physical dimensions of the Eyedro sensors?

Default 200A sensors are approximately 1-5/8″ x 1-5/8″ x 2-3/4″. Factoring in the width of the latch the 1-5/8″ extends to 2-1/8″.

Do you have a product with more than 3 sensors?

Currently no existing product has more than 3 sensors on a single module. However, multiple modules can be added to a single MyEyedro user account for applications that require more than 2-3 sensors.

Will your wireless products work with my WiFi router?

The wireless Eyedro products do not communicate using the WiFi protocol. They use a custom wireless protocol to communicate between modules and the gateway module plugs into a physical Ethernet port, on your router or switch, to access the internet.

Where is the product made?

All Eyedro products are manufactured, assembled and shipped from Ontario Canada.

Do you ship outside of North America?

Yes. Eyedro supports plug types A and F which covers North America and parts of Europe. Local voltage and line frequency can be changed in the advanced settings for each sensor and module in your system configuration.

What kind of warranty does the product come with?

Eyedro products come with a limited one year warranty. Full details can be found in the warranty section of the product guide.


Installation FAQ

Frequently Asked Questions when installing Eyedro Electricity Monitoring products

Does this product need to be installed by an electrician?

Installation is simple and non-invasive. Sensors can typically be installed in minutes. However, the fact that you will be installing inside an electrical panel where there may be live wires it is always recommended that installation be performed by a licensed electrician.

How does the Eyedro Home Electricity Monitor attach to my electrical service?

Full installation instructions can be found in the product guide or installation video.

What gauge of wire can the sensors be attached to?

The 200A sensors, provided with most products, have a 1″ (25mm) opening and can fit around a typical 3/0 (000 AWG) or 250 MCM insulated copper/aluminum wire.

For other sensors, opening dimensions can be found in the product guide.

Do I need to configure my router to connect Eyedro products to the internet?

For most networks, it only requires that you plug the system into an active Ethernet port with a DHCP server somewhere on your network. A DHCP server is enabled on most routers by default and will provide new hardware with an IP address so they can communicate via the internet.

 

A good test would be to plug a laptop or computer into the same port that you intend to use for your Eyedro product – if you can open a browser and navigate the web, no additional configuration is likely needed to connect your Eyedro product(s).

How do I assign a static IP address to my Eyedro device?

Eyedro devices use DHCP only but it is very common for routers to allow you to reserve an IP address for a specific device (achieving a static IP like result).  The IP address reservation is typically done from the router configuration page using the MAC address of your device.

The MAC address of your device will be 60:54:64:XX:YY:ZZ – where XX:YY:ZZ are the last digits of your device’s serial number. For example, a module with the serial number 003-12345 will have the MAC address 60:54:64:31:23:45.

Our network is protected by a firewall. Will that be an issue?

If your network is protected by a firewall it may be necessary to explicitly allow access to your Eyedro device(s). This is typically done by granting access to the device(s) using their MAC address. Alternately, you could connect your Eyedro devices to the DMZ port to bypass the firewall.

What is the MAC address of my device?


The MAC address of your device will be 60:54:64:XX:YY:ZZ – where XX:YY:ZZ are the last digits of your device’s serial number. For example, a module with the serial number 003-12345 will have the MAC address 60:54:64:31:23:45.


Troubleshooting FAQ

Frequently Asked Questions when troubleshooting the installation of Eyedro Electricity Monitoring products

Why can't I add the device(s) to my MyEyedro user account?

The device(s) must be powered up and connected to the internet (actively communicating with our servers) in order to be added to your user account.

Verify that the receptacle or power bar your device is plugged into is operational and that the device is plugged into an active Ethernet port that does not have a firewall blocking web traffic (port 80) to/from the device.

Review the product guide for product installation instructions.

Review the MyEyedro user guide for instructions on adding devices to your user account.

 

Additionally, devices can only be claimed under a single user account. If the product was purchased from another user it may be necessary to contact Eyedro support with proof of purchase and a photo of the serial number to have the device removed from the old user account and data purged.

 

I've added my wireless gateway but I don't see any data?

For wireless installations, you must add the sensor module to your user account. Once the device with sensors is added, a display group will automatically be created with all sensors associated with the device.

Review the product guide for product installation instructions.

Review the MyEyedro user guide for instructions on adding devices to your user account.

I have the sensor(s) installed on my {appliance} but I can't see when it turns on/off.

The sensors are to be installed on the live/line wires of the circuit only. This must be done inside the panel or appliance where the wires are separated. They should never be installed on sheathed/shielded cords or cables with line, neutral and ground wires.

Review the product guide for product installation instructions.


MyEyedro FAQ

Frequently Asked Questions for MyEyedro electricity monitoring cloud service

Do I have to pay extra for access to the MyEyedro cloud service?

MyEyedro is a FREE service where you can view data from your Eyedro Electricity Monitoring product(s) anywhere you have access to the internet. Everything you see in the MyEyedro demo is available to product owners at no charge.

How do I change the password for my MyEyedro user account?

The password can be changed from the User Configuration dialog. If you have forgotten your old password, you can have a temporary password sent to your email address from the login page by choosing ‘I Forgot’ when prompted for the password.

How much historical data does MyEyedro store?

Currently there is no limit on the amount of historical data stored for a device.

How do I move devices from one user account to another?

To move a device it first has to be unclaimed by the existing owner. To remove a device from your user account, select the device from within the System Configuration dialog and choose ‘Remove Data Source’. Once the device has been removed from the first user account it may be claimed by another.

How do I delete my old data?

Currently there is no method for users to delete historical data. You can enter a support ticket identifying the serial number of the device you would like data deleted from and the user name of the account that owns the device and the support department can delete any old data that you no longer need. Deletion is permanent and it is highly recommended to export your data prior to deletion.

 

What is the difference between a Data Source and a Display Group?

Data Sources are the ‘physical’ devices which collect data while Display Groups are a grouping of data sources (of the same type). Most MyEyedro plugins present data using Display Groups. Display Groups provide flexibility when presenting the data and allow sensors from multiple devices to be separated or combined so they can more easily be identified. More information regarding Display Groups can be found in the MyEyedro user manual.