Troubleshooting Mobile App Install

App will not open, or opens to a blank screen

If the app is not successfully opening, follow these troubleshooting steps to try to resolve the issue.

• Close and reopen the app: Close the Subeca Engage app, and reopen.
• Check network connectivity: Ensure you are connected to either WiFi or your cellular network, and close and reopen the app.
• Uninstall and reinstall the app: 
  • For iPhone/iOS devices:
    • Uninstall the app
    • Reinstall the app from the App Store
  • For Android devices:
    • Navigate to your device’s settings
    • Select the Apps list, and find the Subeca Engage app
    • Select the Storage & cache option
    • Select Clear storage, then Delete to clear the app’s storage
    • Uninstall the app
    • Reinstall the app from the Google Play Store
• Update your device: To determine if your device has pending updates, view the system guidelines for either iOS/iPhone or Android.
• File a support ticket: If none of the above troubleshooting steps work, file a support ticket to get in contact with our team!

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What’s my Utility Name?

When logging into the Engage app, you must enter your Utility Name, a unique identifier of your platform. Utility Names are configured by the Subeca team, and are all lowercase, with no spaces.

You can find your Utility Name in two places:

• Your URL for the Engage web platform: For the URL pure_h2o.subeca.online, the Utility Name is pure_h2o
• Your email invitation to the Engage platform: The subject line of your email should read “On behalf of [Utility Name], welcome to Subeca.” Be sure to enter the Utility Name as all lowercase.

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Login does not work / I don’t know my login information

If you do not know your username, refer to your email invitation. If you need a new email invitation to the Engage platform, please contact your platform administrator.

If you need to reset your password, select the Forgot password? option on the login screen.

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No accounts in dropdown

For a successful device install, Accounts must be configured in the Engage web platform. Review the steps to add accounts, or reach out to your Subeca representative if you are unable or unsure how to complete.

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Meter information in app is incorrect

If the meter information is not correct during the installation process, select the Change Meter Information button in the installation wizard. Update the meter Manufacturer, Model, Meter Size, Serial Number, and indicate the reason for the change, then select Confirm to resume the installation wizard.

 

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Unable to scan QR code on device

If you are unable to scan the QR code, review your device’s camera permissions, or enter the numeric code under the QR code manually.

Checking your camera permissions

For iOS and iPhone users:

1. Navigate to your device’s settings.
2. Scroll down to the list of apps.
3. Select the Subeca Engage app.
4. Check that Camera toggle is enabled.

For Android users:

1. Navigate to your device’s settings.
2. Select Apps to open the list of applications.
3. Select the Subeca Engage app.
4. Select Permissions to open the app’s permissions.
5. Check that the Camera is allowed.

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Configuration fails at last step

If the configuration fails on the final step of the installation wizard, retry the process. If the configuration continues to fail, review your device’s Bluetooth and location settings and retry the installation process.

Checking your Bluetooth and Location permissions

For iOS and iPhone users:

1. Navigate to your device’s settings.
2. Scroll down to the list of apps.
3. Select the Subeca Engage app.
4. Check that Bluetooth toggle is enabled, and Location is enabled.

For Android users:

1. Navigate to your device’s settings.
2. Select Apps to open the list of applications.
3. Select the Subeca Engage app.
4. Select Permissions to open the app’s permissions.
5. Check that the Nearby devices and Location settings are allowed.

iOS

Android

 

 

 

 

 

 

 

 

 

 

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Need to switch network type or last meter reading after wizard is complete

To update the network type, last meter reading, or another setting from the install wizard, restart the installation wizard, and select the device’s Account in the dropdown, then complete the wizard with the selections or updates needed.