Knowledge base / Support / Missing or unexpected data
Missing or unexpected data
Data that is missing, late or obviously wrong. Most of these separate into a meter problem, a cached report problem or a display problem within a couple of minutes.
A page, download or report will not load
Hard refresh with Ctrl, Shift and R.
A reading looks impossibly high (data spikes)
One bad record sets the month's maximum demand and propagates into every kilovolt-ampere charge on the estimate.
My meter is offline
Read the error on the meter's screen and send it to support — that decides everything that follows.
Negative readings
One question first: is there solar or a generator behind this meter?
"No data found", or the data stops on a date
Three different things produce this message.
One phase is reading zero, or the meter is under-reading
Two phases normal and one flat at zero is a metering connection problem: a blown voltage reference fuse, a shifted or damaged current transformer, or a loose terminal.
Recovering missing data, interpolation and "like" data
If the meter recorded the readings and simply could not send them, they come back on reconnection.
A report is behind the raw data (recalculate and recache)
Several reports are built from cached calculations rather than read live.