Chai Pro Gateway Troubleshooting

• When you plug your Chai Pro Smart Energy Gateway into power, do the LEDs light up?
  • If your LEDs are not lighting up then there is probably an issue with your power supply. Try unplugging the power, wait 10-15 seconds, and plug it back in.
  • If that does not work, try plugging it into another outlet, and double check the connections on both the gateway and the plug.
  • If that does not work, please try another micro USB power supply. If it is indeed the power supply, please let us know so we can send you a replacement.
• When your Chai Pro Smart Energy Gateway is connected to power (with LEDs lit), are the second and fourth LEDs green?
  • If not, this is an indication that your network connection is experiencing issues. Try different ethernet ports or cables, and if that does not work try plugging in another device to confirm whether the ethernet port is experiencing issues.
• If you are waiting for our system to register your gateway, please note it can take up to 24 hours.
• If you are trying to manually register your Chai Pro Smart Energy Gateway to your utility website and receive an error—Please take note of the error, and you can even take a screenshot. If the error asks you to contact your utility, please do so and ask them to help register your Chai Pro Smart Energy Gateway to their system. Your device details should be included with your order confirmation email and your Chai Pro Smart Energy Gateway box. Don’t have it? Don’t worry! Just send us an email at support@chaienergy.com and we can help you out!

• Try to cycle the Gateway’s power by unplugging, waiting 10-15 seconds, and plugging in again.
• Pacific Gas & Electric Customers
  • Is your gateway still connected on PGE’s Stream My Data page?
    1. Log into www.pge.com
    2. Click “Stream My Data” under My Usage & Ways to Save
    3. You will see the Chai Pro gateway here, if the status circle is red or orange, tap Connect to re-trigger the pairing process
• Have you moved recently or had your smart meter upgraded or replaced?
  • To check if your new home is linked to your PG&E account, log into PGE.com. On the top toolbar, you will see your account number(s) and the addresses associated with them.
    
  • To check if your new home is linked to your SCE account, log into SCE.com.
    • Click “My Green Button Data”
    • Scroll down and see the list of service accounts and addresses associated with them.
      
  • If not linked, you will need to contact your utility company and ask them to register your Chai Pro Smart Energy Gateway to their system. Your device details should be included with your order confirmation email and your Chai Pro Smart Energy Gateway box. Don’t have it? Don’t worry! Just send us an email at support@chaienergy.com and we can help you out!
• Is your gateway within 50-75 feet of your Smart Meter? Have you moved your gateway recently?
  • There is a 50-75 feet range limitation on all smart meters, and if you recently moved your gateway further away from your smart meter, you may need to bring it back closer to maintain a proper connection.
• Has anything with your network setup changed recently?
  • If you have recently upgraded a router, network hub, or switch that you are running the gateway through, please try going back to your original setup to see if it works. Let us know what network equipment you are working with so we can investigate any issues.

We are sorry to hear you are still having issues with your Chai Pro Smart Energy Gateway. We’re here for you! Please reach out to support@chaienergy.com so that we may help you get set up with your Gateway today.