Troubleshooting provisioning and meter connection issues

If your EAGLE 3 is having trouble connecting to your utility meter during provisioning, please follow the steps below to identify and resolve the issue.

1. Check device placement

Ensure your EAGLE 3 is placed close to your utility meter. For the best Zigbee signal, follow the recommendations in the Optimal placement for best Zigbee signal on your EAGLE 3.

2. Confirm MAC Address and Install Code

Contact your utility and ask them to verify the MAC Address and Install Code (IN) they have on record.

Provisioning often fails if there is an error in either of these numbers.

3. Perform a factory reset before re-provisioning

Before requesting another provisioning attempt, perform a factory reset of your EAGLE 3’s Zigbee radio.

Refer to Factory resetting the Zigbee on your EAGLE 3 for detailed instructions.

4. Request a new provisioning attempt

After resetting, contact your utility and ask them to:

• Remove your EAGLE 3 from the provisioning list.
• Add it back with the correct MAC and Install Code, and
• Enable meter joining to allow your device to connect.

5. Confirm communication

Ask your utility if they can ping the device from their side.

If the ping is successful, your EAGLE 3 should automatically connect within a few minutes.

⚡ Tip:

Keep your EAGLE 3 powered on and connected to the internet throughout this process. This ensures it can receive provisioning updates as soon as the utility enables communication.