Frequently Asked Questions

Measured Data:
    Amps
    Max Amps
    Voltage
Calculated Data:
    Active Energy
    Apparent Energy
    Power Factor (PF)

You can find installation guides and additional documentation on the Partner Portal. If you do not have an account, please contact the sales representative who provided you with the product, and the Vutility sales team will assist you.

Yes, our technical support team is available to assist you with installation and troubleshooting. You can reach them at support@vutility.com.

Hotdrop Direct: Managed through customer's own LoRa Network.
Hotdrop Cloud: Managed through Vutility LoRa Network.

We do not have a way to attach new devices to old device data. Please request us to pull the old data and send it to you before swapping the sensor.

‍Reset: Use the downlink to reset the device.
‍Rejoin the Gateway/LNS: After the reset, the Hotdrop will need to rejoin the gateway or LNS.
‍Instructions: For specific instructions on downlinks (Base64), email support for the HD direct downlink.
‍Note: Direct and cloud downlinks are different.

For security reasons, please reach out to support@vutility.com to obtain the correct AppKey and AppEUI.

For security reasons, please reach out to support@vutility.com to obtain the correct AppKey and AppEUI.

Yes, both the Hotdrop and VoltDrop are revenue-grade devices. ***add cert from Kathie

Yes, you can connect a Micro USB power supply to the device to ensure continuous reporting of readings.

Switching between Direct and Cloud models requires support to send a downlink. Please reach out to support@vutility.com to get the payload sent.

You can find installation guides and additional documentation on the Partner Portal. If you do not have an account, please contact the sales representative who provided you with the product, and the Vutility sales team will assist you.

To access ReVu, click on the following link: https://revu-prod-v2.vutility.io/
You can log in using the same account credentials you have for InVu. If you haven't set up your account yet, please contact our support team at support@vutility.com for assistance.

If you encounter a timeout error, try the following steps:

1. Clear Your Browser Cache
Outdated or corrupted cache can cause loading issues. Here are instructions for clearing the cache on popular browsers:

    Google Chrome Clear Cache

    Mozilla Firefox Clear Cache

    Safari Clear Cache

    Microsoft Edge Clear Cache

2. Retry Accessing the Website
After clearing your cache, try accessing the ReVu website again.

In the Circuits tab, you can:

• View detailed data for each circuit and device, including information for specific time frames.
• Access visual graphs representing the data reported by the device.
  Generate a kWh report.Create a comprehensive data report.
• Generate a kWh report.
• Create a comprehensive data report.

In the Levels tab, you can:
‍

• Add a Level: Click the plus icon and select the type of level you want to create.
• Edit an Existing Level: Change the name or type of an existing level.
• Delete a Level: Delete a specific level out of your organization.

In the Users tab, you can:
‍

• Add Users: Click "New User" at the bottom right, then enter their email, role, and name.
• Remove Users: Click the "X" in the table next to the user you want to remove.

To change the reference voltage and/or power factor for a specific device:
‍

• Navigate to the specific circuit you want to change in ReVu.
• Click the info button on the right side of the kilowatt hour graph.
• Enter the new reference voltage and/or power factor for that device.

Default Voltage: Set to 120V, which is standard for most customers.
‍Use Device Voltage: If selected, this option will use the manually input voltage for each specific device instead of the default 120V. To set the reference voltage manually for a specific device, see reference voltage and power factor.
‍Include Device Report: This option will include the device EUI and device name in the report.

There is a 60 character limit.

You can reach our technical support team by emailing support@vutility.com.

Download InVu Mobile on your mobile device. You can access InVu using the same account credentials you have created for ReVu. If you haven't set up your account yet, please email support for account setup at support@vutility.com.

For onboarding devices in InVu, please refer to the InVu documentation found in the Partner Portal.

You can reach our technical support team by emailing support@vutility.com.

For a SIM Enabled Gateway, follow these steps:
1. Power Reset: Perform a power reset on the gateway. This requires being onsite.Turn the gateway off for a 30 seconds, then back on.
2. Check for SIM Card: Open the gateway and ensure there is a SIM card installed.
3. Check the Light Indicator: If the light starts pulsing blue, this indicates a successful internet connection.
4. Move Gateway Location: If you still encounter issues, try moving the gateway to a different location to reduce potential interference.
5. Last Resort: If there's still no connection, move the gateway outside and plug it in to check connection. If it shows a pulsing blue light, a connection is established. If it does not, contact support for a replacement gateway.

‍For an Ethernet Enabled Gateway, follow these steps:
1. Check port network: Verify port 1700 is open for communication.
2. Power Reset: Perform a power reset on the gateway. This requires being onsite.Turn the gateway off, then back on.
3. Check Wire Connections: Verify that all wire connections are secure.
4. Disconnect Ethernet: If your gateway uses an Ethernet connection, disconnect the Ethernet and power cables for 30 seconds.
5. Reconnect Connections: Reconnect all cables.
6. Check the Light Indicator: If the light starts pulsing blue, this indicates a successful internet connection.
7. Move Gateway Location: If you still encounter issues, try moving the gateway to a different location to reduce potential interference.
8. Last Resort: If there's still no connection, move the gateway outside and plug it in. If it shows a pulsing blue light, a connection is established. If it does not, contact support for a replacement gateway.

1. Check the Channel: Ensure the channel plan is set to the following: 0-7 +64.
2. Firmware Updates: Verify if any firmware updates are needed.
3. Restart the Gateway: If your LoRaWAN management platform allows it, restart the gateway.
4. Contact support: Email support at support@vutility.com.

Important: We do not recommend removing the SIM card unless absolutely necessary. Follow these steps carefully:
1. Power Off the Gateway:Make sure the gateway is turned off before removing the SIM card.
2. Disconnect Ethernet Cable (if applicable): Unplug the Ethernet cable if your gateway uses one for connection.
3. Remove the Old SIM Card: Carefully take out the existing SIM card from the gateway.
4. Insert the New SIM Card: Place the new SIM card into the SIM slot, ensuring it is properly seated.
5. Reconnect Ethernet (if applicable): If applicable, reconnect the Ethernet cable to the gateway.
6. Power Up the Gateway: Turn the gateway back on and allow it to restart fully.

Red Flashing:
Indicates that the gateway is powered on and ready to connect to a cellular network.
Blue Flashing:
The gateway is successfully connected to a cellular network.
Green Flashing:
The green light will blink for 5 seconds during startup as the gateway attempts to connect or navigate interference.

If the solid blue light does not appear after following the above steps, check your internet connection and ensure that your LoRaWAN management platform is functioning properly. If problems persist, contact support@vutility.com for assistance.

The green blinking lights indicate that the gateway is attempting to connect or is navigating through interference. A steady green light means the connection is stable and there is no interference.

Yes, the firmware on the gateway supports both Ethernet and cellular connections. To switch, log in to RAK's dashboard and set the Ethernet priority in the LAN settings. Once switched, the gateway will use Ethernet for connectivity. If a SIM card is installed, billing will continue automatically until the SIM is canceled. If you wish to revert to cellular later, a new SIM card will be required.

Yes, you can use your own SIM card. However, you should be familiar with troubleshooting and diagnosing issues related to the cellular gateway.

Most SIM cards are compatible, provided they work in the region where the gateway is located (e.g., US, EU, AUS). Ensure the SIM card is region-specific or a global SIM that can function anywhere. Proper setup in the gateway’s dashboard is also required.

To expedite connection, try refreshing the page multiple times and signing in and out of the gateway’s dashboard via Wi-Fi. Allow a brief pause between refreshes, as software changes may take time to load. If the gateway is pre-provisioned for your location, it may still take some time to overcome interference with LoRa and establish a connection.

To avoid voiding your warranty, please contact support@vutility.com for assistance. They will help diagnose the issue and discuss the best approach for replacing the SIM card.

The primary cause of interference is magnetic disruption, which can hinder connection between end devices. Additionally, the presence of multiple nearby LoRa servers may also contribute to connectivity issues.

To set up an account, please email support@vutility.com with the following details:

• The name of the company you are working or installing for
• A request to create an account

Once we have set up your account, you will receive an email with instructions to finalize your account creation by setting your password. Please make sure to set your password using a web browser. If you do not see the email in your inbox, be sure to check your junk or spam folder.

The email will contain a link labeled "Access Account." Click on this link to be redirected to a page where you can set your password. It is important you set up your account in a browser. It is recommended to use Google Chrome.
‍

For best results, please use Google Chrome or another web browser (not the InVu app) to set your password.

After you set your password, you will see a confirmation page, and you will be directed to ReVu. You can use the same credentials to access ReVu on a browser to view device data or use the InVu app to onboard devices during installation.

Setting your password page:
‍

You must set your password using a web browser. Password setup is not supported in the InVu app. After setting your password in a browser, you can log into both ReVu and InVu.

If you don’t receive the email within 24 hours, please:

• Check your junk or spam folder.
• Ensure that your email address was entered correctly in your initial request.
• Contact support@vutility.com for assistance.

If you experience any issues logging in or navigating the platforms, please contact support@vutility.com for assistance.

You can access the Vutility WebAPI Portal here:
https://api-public.vutility.io/apidoc/

Create a Bearer JWT Token
1. Go to the Vutility WebAPI Portal here:
2. Click on Vutility Authorization API.
3. Navigate to the GET request at /api/auth/token.
4. In the message body, enter the password you use for ReVu/InVu.
If you don't have access, please follow the account setup instructions here.
5. In the scope, enter your organization name. If you need help, email support@vutility.com for the correct organization name.
6. Once your token is generated, copy it.
‍Access the API
1. Navigate to the API you need.
2. Click Authorize at the top right and enter:
  Bearer <your_token_here>
3Click Authorize again.
4. If successful, the locks should appear as locked. You can now perform the necessary requests in the API.

If you run into issues, contact support@vutility.com for assistance.

No, you need a valid ReVu/InVu credential to generate a bearer JWT token for API access.