It is many different issues that might cause Pulse not to work as intended. Much of this you can solve yourself by checking the Pulse LED light and testing a few troubleshooting steps.
First thing to check when you are troubleshooting Pulse is if it has any light in its LED and what color it is.
Pulse has no light:
If Pulse has no light, it's usually caused by one of four things:
Pulse is frozen:
Try to disconnect Pulse from the meter for 2 minutes and then reconnect again. If this was the problem Pulse should light up quite quickly (white pulses), but might use 5-40 minutes to start up sending data again (depending on the type of meter and version of Pulse).
Fault on the HAN-cable:
The fault might be caused by a defective RJ45 cable. To test this, please try to connect Pulse to your meter using another RJ45 cable (CAT 5e or newer). (This point only applies to Pulse HAN, not Pulse KM).
Not connected to USB power supply:
When you are connecting Pulse in the app, it needs more power than the energy meter can provide. You therefore have to connect Pulse to an USB power supply during pairing. (This point only applies to Pulse HAN, not Pulse KM).
Do you have an Aidon meter?
If the HAN-port is not activated on an Aidon meter, it will not supply Pulse with any power. Contact your grid company and ask them to send an activation signal to the HAN-port.
If non of this works and the Pulse has no light, please contact us through the chat. Mention what steps you have tried to do, and also connect Pulse to a USB power supply.
Yes! Pulse has a light:
How the Pulse light shows indicates the status it has right now. Below you will find the different kind of lights that Pulse will show you if something isn't right. It might be that the intervals of the pulsation isn't totally correct, but it should be close.
Static green light:
Pulse has not been connected to our app yet, but it is ready for pairing. In our app, go to Power-ups and choose Pulse. Tap Connect and follow the on-screen instructions.
Blinking green light:
Pulse will blink green when you try to or have connected your phone to the temporary network created by the Pulse. Continue setting up the Pulse in the app.
Blinking strong blue light:
Pulse has received settings from the app and is now trying to connect to the internet and our servers.
Blinking yellow light:
Pulse is automatically updating itself to the latest available firmware when it's being connected in our app. With Aidon and Kaifa/Nuri meters this will automatically happen whenever a new firmware is released. With Kamstrup meters Pulse needs to be connected to an USB power supply to install updates.
Static weak blue light:
Pulse is set up. You should now be able to see your consumption in real time in our app.
Pulse is connected to your energy meter, but is not set up correctly in the app. Connect Pulse to a USB power-supply, and the light will change to static green. Go into the app > Power-ups, and search for the Tibber Pulse. Click on Connect and follow the on-screen instructions.
Static red light:
Pulse can't connect to your WiFi-network. This might be caused by an error in your router. Try to restart your router by disconnecting the power supply for 30 seconds and then reconnect it again.
Blinking red light:
Pulse is not able to contact our servers. This might be caused by an aggressive firewall or an error on your router and/or modem. Try to restart the router and/or modem by disconnecting the power supply for 30 seconds and then reconnect it.
Some good tips for connecting 👇
If you are having trouble connecting Pulse, try the following:
Turn off VPN if you are using it
Turn off Cookie blocker
Are you using DNS over TLS on your router (encryption)? Try turning this off when you connect Pulse
Are you using a work phone? Try using another phone or tablet when connecting
If you turned something off when you were connecting your Pulse, you can easily connect it again when you're done 👍
If you encounter other light combinations than the once we have mentioned, or have any problems with our product, please contact us, preferably in the app or via email to email@example.com. If you are having any problems during pairing, first try again. We are happy to help! 😄