myenergi devices connect to our servers over the internet either using a physical hub plugged into your router, or a "virtual hub" (vHub) on devices that have a built in WiFi or Ethernet connection.
The status of the server connection is shown by the colour of the server LED on the physical hub, or on the "Internet -> Information" menu on a device with a vHub.
| Status | Server LED colour on physical hub | Status message on the vHub Internet -> Information menu | Possible solutions |
| An IP address has not been obtained from the router | Off | ||
| IP address obtained but not receiving any data from the myenergi server | Red | No Response | See below |
| Connected to server but not registered yet | Blue | Register your devices in the app or myaccount.myenergi.com | |
| Connected and registered | Green | Enjoy using your myenergi devices, app and myaacount! |
Router Quality of Service (QoS) Settings
Here is some feedback from one our customers on the myenergi forum
Ever since I got my zappi and hub earlier this year, the hub server LED has almost always shown red. However, almost all of the time, the system overall seems to work fine, the phone app and website account page both also working fine.
myenergi replaced the first hub without dispute - which didn't fix the issue. From time to time, I've had another go at fixing the problem including complete hard and soft resets of both the hub and zappi - still didn't solve the problem.
Then somebody mentioned that the hub communication to the server uses the UDP protocol and it might be that my router/modem or ISP was blocking UDP packets. Checked the router logs but no indication of this. In any case, I'm sure other devices on my LAN are using UDP at times, especially the NTP servers I connect to.
Then it clicked - I went back to my router and set up a QoS rule for the hub, assigning a high priority to traffic to/from the hub. Server LED turned green and has stayed green for 24 hours or so - PROBLEM SOLVED, at least, solved in my particular case.
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Please note that technical support can be obtained by emailing support@myenergi.com with details of the problem and the serial number of the device.
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