Inverter Offline but reachable by IP

Hi, my AIO suddenly went offline at 15:20 yesterday. Seems to be continuing to charge and discharge as expected, I just can't find it in the app or view live in the givenergy cloud dashboard.

I can see the AIO is connected to my router and indeed I can login to the dongle directly using the IP (whilst connected to my home wifi), the wifi settings are all correct on the dongle. I have restarted the dongles, I also restarted the battery. No change over 24 hours later.

Any thoughts as to what is going on, and suggestions for a fix? Thanks 🙂

collywobbles try rebooting the AIO by holding the button on the side for a few seconds and then letting go. If you can reach the inverter after that and it goes offline again then it sounds like you have the dongle issue so you’ll need to email support so they can apply the patch (I had the same thing)

deanjesper thanks for the suggestion, I rebooted the AIO yesterday evening with no success. Have logged a support ticket too now. 👍

If you want to get it running again after pressing the button and hearing the clicks go off what typically works for me when I had these issues* is to also flip the breaker for the AIO in the gateway til the light went out completely then reversed the process and it could take 3-5m for it to come back online.

*I was having dropouts where for some inexplicable reason had me rebooting the damn thing every day and I had another dongle software added on in an attempt to sort and since then all was hunky dory but I have been having an issue with the inverter going idle around 3m after stair chair lift is used (only recently discovered as mum was rushed into hospital around start of December and didn't get out til this issue started occurring and it took me a couple of weeks to peg it only happened when she brought the chair upstairs) and to find out if the dongle fix may have been causing it I was reverted back to previous software for it and BOOM lost comms shortly after but once reapplied has been rock solid so far since.

I am not sure why the inverter freaks out and goes idle and ive asked via E-Mail earlier in week about process of getting someone out to investigate but no response so going to give them a phone tomorrow, the stair chair lift does not use power to go up and down the stairs it has batteries and a charging point at top and bottom of stairs and give or take 3 minutes (due to 10-20s refresh with app open) inverter goes idle for around 1-2m then comes back for 30-60s then goes idle again for 4-6m but ONLY when chair is used but we have had it for over a decade and im not sure why what is essentially a battery charger would be causing it to go idle.