SRP M-POWER®
TROUBLESHOOTING GUIDE
TABLE OF CONTENTS
Troubleshooting Guide 1
PayCenter Troubleshooting 7
1
If you experience an error message while using the M-Power Display Unit, the following
DISPLAY UNIT MESSAGES
actions could help resolve the error.
MESSAGE
DISPLAY UNIT MESSAGES
MESSAGE
›› Already used,
please remove
CAUSE
SOLUTION
›› Blank Display
(power is ON)
›› Smart card was already ›› Use a smart card that contains
used.
energy credit.
›› Display unit is plugged
into a GFI, surge
protector or switchcontrolled outlet.
›› If you think your last purchase
was not loaded onto your smart
card, call SRP Customer Service at
(602) 236-8855 for assistance.
›› Information on smart
card is incorrect or
missing.
›› Smart card is damaged.
›› Loose or faulty
connection.
›› Circuit breaker(s)
tripped.
›› Use the additional smart card SRP
provided for your account.
›› Call SRP at (602) 236-8855 for
assistance.
›› Smart card is expired.
›› Blank Display
(power is OFF)
›› Duplicate card was
already used.
›› Battery low,
please replace
›› Battery in display unit is
dead, weak, missing or
improperly installed.
›› Display unit is not
properly plugged in.
›› Electrical outlet is not
functional.
›› Purchase energy credit at any SRP
PayCenter.
›› Bad Card
CAUSE
›› Power is off and the
battery in the display
unit is dead, weak,
missing or improperly
installed.
›› Check that battery is properly
installed.
›› Replace battery. Install a new 9-volt
alkaline battery. If corrosion is
present, clean display unit battery
terminal with rubbing alcohol and a
cotton swab.
›› Disconnected,
Contact Utility
›› Credit has been
›› Call SRP at (602) 236-8855 for more
removed from the meter.
information.
›› Connection
Refused!
›› Load side voltage has
been detected.
›› Remove load side voltage.
›› Reset the main breaker only after
removing the load side voltage.
›› For help understanding load side
voltage, call SRP at (602) 236-8855.
SOLUTION
›› Check that wall outlet is working.
›› Make sure the display unit is not
plugged into a GFI, surge protector
or switch-controlled outlet.
›› Check that plug is not loose.
›› Check circuit breaker(s). They must be
in the on position. Reset if necessary.
›› Relocate display unit to another outlet
in the home. Push blue “Display
Cycle” button. Reinsert last smart
card.
›› If display unit remains blank, call SRP
at (602) 236-8855 for assistance.
›› Check circuit breaker(s). They must be
in the on position. Reset if necessary.
›› Check that battery is properly
installed.
›› Replace battery. Install a new 9-volt
alkaline battery. If corrosion is
present, clean display unit battery
terminal with rubbing alcohol and a
cotton swab.
›› Relocate display unit to another outlet
in the home. Push blue “Display
Cycle” button. Reinsert last smart
card.
›› If display unit remains blank, call SRP
at (602) 236-8855 for assistance.
›› Can’t read
meter, please try
later
›› Display unit cannot
communicate with the
meter.
›› Check that wall outlet is working.
›› Make sure the display unit is not
plugged into a GFI, surge protector
or switch-controlled outlet.
›› Relocate display unit to another outlet
in the home. Push blue “Display
Cycle” button. Reinsert last smart
card.
›› If display unit remains blank, call SRP
at (602) 236-8855 for assistance.
2
3
DISPLAY UNIT MESSAGES
MESSAGE
›› Card not for this
unit
CAUSE
›› The smart card used is
not associated with the
account or meter.
›› Information on the
smart card is incorrect
or missing.
›› Card too old
DISPLAY UNIT MESSAGES
SOLUTION
›› Use the other smart card provided for
your account.
MESSAGE
CAUSE
SOLUTION
›› Credit full, try
card later
›› The credit on the smart
card if loaded will
exceed the maximum
meter credit allowed on
the meter.
›› Wait for the meter credit balance plus
the total balance of the smart card
to equal less than $2,000 before
attempting to load the smart card.
›› Credit $XX.XX
pending
›› The energy credit
from the smart card
is waiting to be
transferred to the meter.
›› Wait 20 minutes before removing the
smart card to allow the transaction to
complete.
›› If “card not for this unit” still appears,
call SRP at (602) 236-8855 for
assistance.
›› Smart card has expired. ›› Use the additional smart card SRP
provided for your account.
›› Call SRP at (602) 236-8855 to have
a replacement card mailed to you.
›› Check that
display unit is
plugged in
›› The communication to
the meter has failed.
›› Power to display unit is ›› Check that wall outlet is working.
disconnected and the
›› Make sure the display unit is not
display unit is operating
plugged into a GFI, surge protector
on battery power.
or switch-controlled outlet.
›› Check that plug is not loose.
›› Relocate display unit to another outlet
in the home.
›› If the “Credit pending” error still
appears, call SRP at (602) 236-8855
for assistance.
›› Credit pending,
try card later
›› Communication
›› Bad connection between ›› Check that wall outlet is working.
problems (power
display unit and meter.
›› Make sure the display unit is not
is ON)
›› Display unit is not
plugged into a GFI, surge protector
properly plugged in.
or switch-controlled outlet.
›› A smart card was
inserted before the
previously inserted card
could finish processing.
›› Check that plug is not loose.
›› Communication
›› Bad connection between ›› Check circuit breaker(s). They must be
problems (power
display unit and meter.
in the on position. Reset if necessary.
is OFF)
›› Display unit is not
›› Check that battery is properly
properly plugged in.
installed.
›› Relocate display unit to another outlet
in the home. Push blue “Display
Cycle” button. Reinsert last smart
card.
›› Remove the smart card and reinsert
the smart card. Hold down the “Select
Language” and “Display Cycle”
buttons at the same time. After the
messages “credit pending” and “try
card later” appear, continue to hold
the buttons for one to two minutes
until credit loads.
›› Remove the smart card and reinsert
the previous smart card. Hold down
the “Select Language” and “Display
Cycle” buttons at the same time. After
the messages “credit pending” and
“try card later” appear, continue
to hold the buttons for one to two
minutes until credit loads.
›› Relocate display unit to another outlet
in the home.
›› Replace battery. Install a new 9-volt
alkaline battery. If corrosion is
present, clean display unit battery
terminal with rubbing alcohol and a
cotton swab.
›› If the message still appears after 20
minutes, remove the smart card, wait
30 seconds and reinsert the smart
card to establish a new connection.
›› If unsuccessful, call SRP at
(602) 236-8855 for assistance.
›› eCode used or
attempts limited
›› Emergency code
entered has already
been used.
›› Number of attempts
to enter eCode have
reached maximum limit.
›› Verify that eCode being used is
entered correctly.
›› Wait one hour before attempting to
re-enter the eCode.
›› Call SRP at (602) 236-8855 for
assistance.
4
5
DISPLAY UNIT MESSAGES
DISPLAY UNIT MESSAGES
MESSAGE
CAUSE
SOLUTION
›› Insert card to
connect to meter
›› Display unit and meter
are not synced with
each other. (appears
on newly issued display
units)
›› Insert the smart card that was
delivered with the display unit at
this location to establish connection.
Leave the smart card in the display
unit until the message “Card
Processed” disappears and a beep is
heard. Remove the smart card.
›› The emergency code
entered is not valid.
›› Verify that the eCode entered is
correct and try again. The message
“E-Code accepted” will appear if the
eCode is valid and entered correctly.
›› Invalid eCode!
Try again
MESSAGE
›› Please insert
your card!
›› Smart card was
removed from the
display unit too soon.
›› Reinsert smart card into the display
unit and allow the card to process
completely. Remove the smart card.
›› Re-enter eCode!
›› The emergency code
entered is incorrect.
›› Verify that the eCode entered is
correct and try again. The message
“E-Code accepted” will appear if the
eCode is valid and entered correctly.
›› Reinsert card!
›› Bad connection between ›› Reinsert smart card to re-establish
the smart card and the
connection.
display unit.
›› Use the additional smart card SRP
›› Smart card is damaged.
provided for your account.
›› WARNING:
Low credit
(this warning
includes an
audible alarm)
›› The credit on the meter
is below $10.
›› WARNING:
Out-of-date
information
(Power is ON)
›› The display unit has not
been communicating
with the meter.
›› Purchase energy credits immediately
and load the credit onto the meter.
›› Check that wall outlet is working.
›› Make sure the display unit is not
plugged into a GFI, surge protector
or switch-controlled outlet.
›› Check that plug is not loose.
›› WARNING:
Out-of-date
information
(Power is OFF)
CAUSE
SOLUTION
›› The display unit has not
been communicating
with the meter.
›› Check circuit breaker(s). They must be
in the on position. Reset if necessary.
›› Check that battery is properly
installed.
›› Replace battery. Install a new 9-volt
alkaline battery. If corrosion is
present, clean display unit battery
terminal with rubbing alcohol and a
cotton swab.
›› Relocate display unit to another outlet
in the home. Push blue “Display
Cycle” button. Reinsert last smart
card.
›› Call SRP at (602) 236-8855 for
assistance.
PAYCENTER TROUBLESHOOTING
MESSAGE
CAUSE
SOLUTION
›› Card not Written ›› Credit was not loaded
onto the smart card.
›› Call SRP at (602) 236-8855 for
assistance.
›› Meter not
installed
›› M-Power meter has not
been installed or is not
active.
›› Call SRP at (602) 236-8855 for
assistance.
›› Transaction
canceled
›› Transaction was
canceled by user.
›› Try again.
›› Unable to
process
transaction
›› SRP PayCenter is
currently not working.
›› Try another PayCenter. Visit srpnet.
com/paycenter for a location close
to you.
›› M-Power meter is
not installed or is not
currently active.
›› Call SRP at (602) 236-8855 for
assistance.
›› Relocate display unit to another outlet
in the home.
›› TIP: Make sure the display unit is
ALWAYS plugged in.
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