Unexpected or inaccurate measurements
If you are experiencing unexpected or inaccurate measurements, refer to the troubleshooting tips below for your specific type of device and the issue that best describes what you are encountering.
However, before proceeding, first verify that the firmware on your Eyedro device is up-to-date:
- Open MyEydro and log into your user account.
- Navigate to the Device Configuration plugin.
- Select the desired device in your device list.
- From the Device Info panel, you will see a field called “Firmware Version“. If a more recent version of Eyedro device firmware is available, an “Update Firmware” button will appear directly beside it.
- If applicable, click the Update Firmware button and follow any instructions or prompts presented.
Electricity Monitoring Products
Missing periods of data
Refer to the intermittent or missing measurements section of the troubleshooting guide for tips to resolve.
Showing negative values
Refer to the negative or inverted measurements section of the troubleshooting guide for tips to resolve.
Large spikes in data
If you notice very short duration but high-amplitude power or current readings, you are likely witnessing “inrush current.” Contrary to appearing as an error, this is actually evidence of Eyedro’s high-precision measurement. Most standard smart plugs or utility meters average data over longer intervals, “smoothing out” these spikes and hiding them from view. Even a standard handheld multimeter is often too slow to capture these millisecond events.
What is inrush current?
Think of it as the “big gulp” of electricity a device takes the moment it turns on. It is a brief, temporary surge—often 4 to 10 times higher than the device’s normal running level—needed to get motors spinning or heating elements energized.
Look for these spikes when your A/C compressor, refrigerator, sump pump, or power tools kick in.
While these spikes look dramatic on a graph, they are negligible on your monthly bill. Because inrush current happens so quickly, the actual energy consumed (kWh) is often less than what it takes to run a single LED lightbulb for one minute.
Your Eyedro isn’t malfunctioning; it’s simply showing you the “High Definition” reality of your energy usage that other meters miss.
Measurements don’t match my other meter
When using a secondary meter to verify measurements, make sure to:
- Use the power supply and sensor(s) provided with your product.
- Make sure the current of the monitored circuit does not exceed the maximum rating of the sensor.
- Make sure the voltage of the monitored circuit does not exceed 600V.
- Review the installation procedure for the Eyedro device to ensure all steps were completed.
- Home Energy Monitor product and installation guide
- 3-Phase Energy Meter product and installation guide
- Verify the Eyedro device settings in MyEyedro Devices configuration plugin match the installation.
- Make sure Eyedro current sensors are completely and securely closed around the wire.
- Make sure the Eyedro device is powered from the same circuit that is being measured.
- Ensure the correct setting, range and scale is used on the secondary meter.
- Take the measurements as close as possible to the same location as the Eyedro sensor is installed.
- Voltage measurements to be taken from the same receptacle powering the Eyedro.
- Current measurements to be taken as close to the Eyedro current sensors as physically possible.
- If measuring a 3-phase system, be sure you are comparing the appropriate phase or line measurements. If the difference is greater than or less than a factor of ≈1.7321 (√3 ) you could be comparing phase measurements to line measurements.
- In MyEyedro, 3-phase wye configurations are presented using line values unless otherwise indicated. IL = Iph and VL = √3 * Vph.
- In MyEyedro, 3-phase delta configurations are presented using phase values unless otherwise indicated. IL = √3 * Iph and VL = Vph.
Once everything above has been confirmed, if you still see a significant difference between what you are measuring on the Eyedro compared to a third party meter, check the following:
- Look for damage to the sensor. This will require disconnecting the sensor from the wire being monitored.
- Check the sensor mating surfaces.
- Check the sensor housing.
- Check the length of the sensor cable.
- Check the sensor connector.
- Look for damage to the sensor connector on the Eyedro device.
- Make sure the sensor cables are not sitting directly on something that could be introducing electro-magnetic interferrance.
- If your device has multiple sensor ports, try plugging it into a different port. If the inaccurate readings follow, it indicates that the issue may be the sensor. If the inaccurate readings improve, it indicates the issue may be the original sensor port of the electronics.
- If your device has multiple sensors, try a different sensor.
- If you are using extension cables, try removing them and connecting the sensors and/or power supply directly to the module without extensions.
- Make sure the sensor rating appropriately matches the circuit being monitored. NOTE: sensors are most accurate when operating between 10% and 90% of the sensor rating. Using a 1000A rated flex sensor on a 15A electrical branch is not recommended.
- Temporarily switch your Eyedro device configuration to operate in polled (average) mode with a low poll rate (10 seconds). This is done in the MyEyedro Devices configuration plugin under Advanced Settings.
- Turn on/off significant electrical load(s) on the circuit being monitored. Does it result in more, less or similar differences. NOTE: sensors are most accurate when operating between 10% and 90% of the sensor rating.
Consumption and/or cost is different from my bill
Refer to the data is different than my bill section of the troubleshooting guide for tips to resolve.
Flow Monitoring Products
Missing periods of data
Refer to the intermittent or missing measurements section of the troubleshooting guide for tips to resolve.
Consumption and/or cost is different from my bill
Refer to the data is different than my bill section of the troubleshooting guide for tips to resolve.
Temperature Monitoring Products
Missing periods of data
Refer to the intermittent or missing measurements section of the troubleshooting guide for tips to resolve.
Measurements don’t match my other meter
When using a secondary meter to verify measurements, make sure to:
- Review the installation procedure for the Eyedro device and ensure all steps were completed.
- Temperature Meter product and installation guide
- Ensure the actual Eyedro device is kept in an appropriate operating environment. Only the ends of the thermocouples should be exposed to temperatures outside of the specified operating conditions.
- Make sure the Eyedro device has been powered up and allowed to stabilize for several minutes before taking measurements.
- Ensure the sensor calibration (trimming) procedure has been completed for your temperature monitoring product.
More Help
If the above content doesn’t help you resolve your issue, contact support and one of our team members will help you resolve the issue and if necessary, handle any warranty requests..