AIO Offline in either Home or Away Mode

Hi,

At 11:58 last night, my AIO unit lost connectivity. I am at home and neither the App or the Web console are communicating with it.

This happened to me two weeks ago (when I wasn't at home) and GivEnergy stated it was my Router/Firewall config. Which must have been changed. The unit was still working whilst I couldn't talk to it (which was good). The only solution was to turn the entire thing off an on (gateway breaker, then AIO breaker). Which worked.

The problem was that there had been no changes to my router/firewall during the time away and it was still visible on the network (via ping). As stated, it has happened again (ping works fine)!

Any assistance would be appreciated.

Drew A few of us have had this or a very similar issue to you. In my case the AIO went offline on or around the charging window, every night. Each morning I had to reboot it. Like you it was working in the background. Just lost comms connectivity. The workaround has been to reduce the charge power to 3800W (ish) and I haven’t had the problem since. This is fine for me until GivEnergy fix this issue as I have a long low cost charge window so plenty of time to fill the battery at a lower speed. Someone on here said a fix is forthcoming though, so hopefully not a long term issue. Hope this helps!

Same problem and same fix.
Went through all the same with GivEnergy. The firewall excuse amused me as I am not too sure why that would go away with a restart.

So

• Restarted my network - problem not solved and devices visible
• rebooted WiFi dongles - problem not solved and devices visible
• locked WiFi dongles to single mesh node via Mac address- problem not solved and devices visible
• Rebooted AIO - problem solved.

That leads me to believe it's an AIO problem.

Thanks or these responses. I knew the Wi-Fi excuse was questionable and had already done the steps you detailed.

How did you reboot the AIO? Can you just use the power on/off button? as I was told use the gateway breaker & then the AIO breaker, which seems a bit extreme?

When I have it back up I'll drop the changes to below 3,800w and see, not sure if makes stuff will try anything.

Look like a time sync problem to me, between ALL & Cloud?

My All In One went offline too at 00:02:00 this morning. Ping was OK to AIO and gateway, connected to each AP and was able to communicate to the outside world. The only method of getting it back on line was to reboot the AIO.

Mine wasn't charging or discharging, but I had paused the inverter for 3 hours at 00:00:00 so I could charge the car.

For reboot I was told to press and hold the blue lit on/off button on the side for 10 seconds.
I then release, wait 20-30 seconds then press the on/of button briefly.

While booting the green light flashes and the AIO makes various click noises. I believe when it's finished the green light is solid.

Can take a minute or two before it shows up in the app

Pandorian Installer wanted to put the existing car charger through the GivEnergy gateway but decided to leave it coming straight of the meter (the octopus stats show me the car charging electricity usage).

I'm guessing your EV charger wasn't installed grid side ie not using battery/solar.

I have no solar so EV charging from battery was always a pointless exercise

Pandorian some see a spurious / unasked for battery charge for a short blip just after midnight.
That combined with the other bug some see where the AIO loses comms at full charge rate may be what you are seeing.

tomorrowman My zappi is connected to the gateway, but connected to the live incoming feed ie effectively the same as yours but inside the gateway.

hoggy I have seen the charge bug reports, but I had disabled AC charging completely and had paused discharge for 3 hours. Only possible issue is that the zappi charge window and the AIO pause both started at 00:00:00.

Have sent emails to support - not happy as 2 weeks between reboots and only 3 weeks old!

I don't have EV (prob next on list). Using Octopus Agile so change charge times every day ATM. Have some experience with servers behaving like this when one goes outside time tolerance to others, maybe be red herring, but better than saying it is WiFi and I need to hardwire ethernet connection.

Drew To reboot I was told to turn off at the on/off switch on the AIO, turn off at the breaker on the AIO and then turn off at the AIO breaker on the Gateway. Wait a bit…. and then turn back on in reverse.

This has now got ridiculous as the AIO has lost communications with the Givenergy servers again at 23:56 last night. Am off to the Garage to re-start (I can't keep doing this). I have mailed support again and am extremely unhappy.

Same issue for me I believe, had the system installed a few months ago, and it wouldn't connect locally, there was a software update that seems to fix that then started to have the whole system offline. Runs for about a week, then it's offline until eventually it responds to the on/off switch on the AIO or a reset (not sure which) but can take several iterations (mine is dead again right now as well, have already turned if on/off a few times to no avail). I notice theres a new firmware available again so if the system comes alive again I'll install that but there's clearly a bug in the system. I have had my installer here several times and finally hardwired direct to the system. I had a note that GivEnergy have me on the list to visit and will let me know 'which week' and haven't responded since so I expect they know it's an issue and are delaying.

Some people are saying set the maximum charge rate to around 3kW seems to stop the Comms going off. Not sure why. Worth a go?

The option is in the web portal, MyInverter page, settings tab, battery options.

Also in the app somewhere too I think.

Yes, thanks, I saw the option to reduce charge rate. My problem is that it isn't charging at 23:50 in the evening, and last nights failure happened with no charge being performed at all, when it was back up (from the night before).

So, rather like "blame the WiFi" I don't see this as the fix.

Having spoken to Lvl1 Tech support - I have been told I must set up a specific 2.4GHZ wifi router, just for my AIO as it is jumping between 2.4 & 5? (despite the fact a continuous ping doesn't show up anything significant - like time outs). They will not do any more on my call until I have done this as this is their recommended way forward. Please!

I have explained that I have now run a number of tests against my router and the signal strength and the IP config/firewall rules (as requested) and come up blank, so this is another attempt to blame my WiFi?

Matt (Lvl 2) is supposed to be dealing with this and getting back to me (fingers crossed).

Drew there might be some truth in what they are saying.
My gen 1 hybrid wouldn’t connect at all to my new mesh Wi-Fi, all other devices no issues but not the inverters.
Turned off the 5GHz Wi-Fi and it connected instantly. Changed the config on the router to a static ip for the inverters and turned 5GHz back on and it’s all working fine.
Even if I power off the inverter it connects ok again.
But the inverter doesn’t like fast roaming set on my Wi-Fi, as soon as I turn that on, it disconnects.
So try turning off 5GHz Wi-Fi. I know you have an AIO but there will be common parts with other GivEnergy equipment and maybe there’s an aversion to more modern Wi-Fi

DCostura

Did you find having the network connection hard wired it worked? I have a customer with a similar issue and it wouldn't be too much work to hardwire an ethernet line to his inverter- I don't want to charge him for that if it doesn't solve it though!

I'm still having issues being hardwired, not sure if the latest firmware will change anything, I have installed it and so far it's good but it's only been a little over a day so too early to tell in my mind. The firmware did seem to fix alot of the data issues (I was getting alot of negative numbers and so all the metrics looked very dubious) and the Power Graph on the dashboard is working now, could have been the complete recalibration that came with the firmware update process ....

Well, continue to have connectivity issues, seems to be roughly 10 days between issues, logging it. Just AIO just goes offline, can't recover. Issue has been logged and I've been told that at somepoint someone may tell me what week they might show up to have a look....