Emergy’nX: troubleshooting and frequently asked questions

Missing menus, configuration out of reach, dashboard buttons not found, consumption that does not match, Auto or ON command without effect, EV chargers shown as inactive: here are the answers to common questions about Emergy’nX, for everyday users, administrators and installers. Always start by checking the project name displayed.

Why have the menus disappeared?

Depending on the screen, three situations hide the menus:

• in TV mode, the dashboard fills the whole screen: exit it with the cross at the bottom right or the Escape key;
• on a phone, tap the three lines Toggle navigation at the top left;
• on a computer, Expand, at the bottom of the left bar, shows the names again when the menu is collapsed.

See also the navigation landmarks.

Why do I only see Dashboard and IRVE, without the configuration?

These two sections are those of demo mode. Go back to your project’s usual access and check its name. If the expected menus are still missing, tell support the project and the missing sections. Do not infer that a license is missing without confirmation.

Does Connected mean that I am on my installation?

Not necessarily: the Connected indicator also appears in the demo. Check the project name and your entry point. If you do not recognize the project or the equipment, have the access confirmed by support before changing any settings.

Why do Conso or Equip. not appear at the bottom of the dashboard?

On a phone, these buttons may show only a pie chart and four squares. Conso requires breakdown data, and Equip. requires available equipment. The bar may be absent if only Flow is available; also exit TV mode if necessary. See reading the dashboard. If expected data stays missing over time, tell support the project and what is missing.

Why does the Conso figure not match my consumption for the month?

The real-time dashboard shows power values in W or kW, which differ from cumulative energy in kWh. For a past period, open an available dashboard in Chart’nX, then follow choosing the period. To get a file, see the export.

What does Rest represent in the breakdown?

Rest is the share of consumption that is not allocated to any of the equipment shown in this breakdown. This label does not designate a missing device to create or delete. If this share looks abnormal, note the values and units compared, then report the difference to support if it remains unexplained.

Why does the device not run permanently when Auto is selected?

Auto hands the decision back to automatic control: it does not request permanent operation. To request forced operation or a forced stop, use the ON and OFF buttons on the card, in Dashboard → Equip., if you are authorized to act. See the commands and how to check them.

What should I do if nothing changes after choosing ON?

If you chose ON in the right project and waited without effect, contact support with the project, the equipment name, the time of the click, and the mode, power and connection status displayed. Specify that you already chose ON and waited. Do not change the addresses or thresholds for this symptom alone.

The IRVE page says “No active charger”: are all my chargers missing?

Not necessarily: a configured charger can be displayed as inactive. Check whether cards exist under Charger Stations and look at the Active Chargers indicator. The message alone indicates neither a fault nor an unplugged vehicle. See EV charger monitoring. If a known charger is missing or if the activity seems inconsistent, report it to support with its indications and your checks.

Why do the menu names differ depending on the language or the device?

The language button, FR or EN at the top right, changes the labels. In French, use Tableau de bord → Flux / Conso / Équip.; the configuration sections are Équipements, Config. bâtiment and Pilotage énergétique. On a phone, open the three-line menu and use the icons at the bottom when the names are hidden. If the screen is still different, tell support the product, the language, the device and the missing menu.

Contact support

If the problem persists after these checks, write to support@can-nx.com with the project, the screen or equipment concerned, the expected result, the text and values displayed, and the attempts actually made. A screenshot without sensitive data can help. Never send a password, key or confidential access link.