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Why is my Shelly (Pro) 3EM not measuring power?

Updated

If your Shelly 3EM is not displaying power data in our app, there are several possible causes, ranging from a simple connection loss to configuration errors. Below is a step-by-step guide to troubleshooting and resolving the issue.

1. Ensure the Shelly 3EM is functioning correctly

Before checking our app, it is important to verify that the Shelly 3EM itself is working correctly and recording data.

  • Check the Shelly app: Open the official Shelly app on your smartphone. Is the Shelly 3EM shown as "online," and can you see the current power values for the three phases?
    • If not: Ensure the Shelly 3EM is powered and has a stable Wi-Fi connection. Check the Wi-Fi settings in the Shelly app and, if necessary, restart your router and the Shelly 3EM.
  • Access the Shelly 3EM web interface: Enter the local IP address of your Shelly 3EM into a web browser. You can usually find this in the Shelly app under "Device Information" or in your router's device list. Can you see the power values here? This confirms that the device itself is measuring correctly.

3. Check settings in our app

The problem is often due to the configuration within our app itself.

  • Is the device enabled? The device must be enabled for it to display power data.
  • Reconnect the device: One of the most effective methods is often to remove the device from our app and add it again.
    1. Go to the device overview in our app.
    2. Delete the Shelly 3EM.
    3. Click on "Add device" and select "Shelly" as the manufacturer.
    4. Follow the instructions to connect to your Shelly account and re-authorize the device.
  • Correct device assignment: When setting up the device in our app, it is crucial to assign the Shelly 3EM correctly. It must be configured as a measuring device (meter) or for monitoring grid import and grid export, not as a controllable device.
  • Authentication issues: If an authentication error occurs during connection, ensure that you are using the correct credentials for your Shelly account.

4. Network and permissions

Sometimes, network settings can block communication.

  • Avoid guest Wi-Fi: Ensure that the Shelly 3EM is not on a guest Wi-Fi network, which might restrict communication between devices.
  • Allow integrator access: In case of connection issues, it is recommended to check the "Integrator Access" in your Shelly account settings. Ensure that our app has the permission to access the data.