Cloud Portal Update Failed - GIV-AC3.0

Just logged in to the GivEnergy Cloud Portal, saw their was a firmware update. I checked the official Youtube channel which shows you how to update, followed that, clicked UPDATE, now my system is down.

I was presented with the following error message in the portal notification tab:

Firmware Update Failed
The firmware update running on CE22XXXXXX has failed. You can start it again on the inverter card

I head back to the invertor card, it shows a little yellow circle up the top of the screen next to the CE serial number. I click the SOFTWARE tab as suggested on another official Youtube video on how to recover an AC Coupled Inverter and the gentleman in that video suggests if it fails, click the SOFTWARE tab as i have and I will be presented with a RETY UPDATE button and a DOWNLOAD button.

He suggests to use the download button if the retry update doesn't work.

The problem I have is neither the RETRY UPDATE or the DOWNLOAD button are showing. So at this point its impossible to download the firmware manually via the download tab for me to transfer on to the USB dongle.

Now my three batteries are all offline and invertor is doing absolutely nothing.

Does anyone know where I can download the firmware for the GIV-AC3.0?

What a disaster..

Might be worth switching everything off, give it a minute then reboot everything and let it settle for 5 minutes. See what happens!
Unfortunately it's probably never a good idea to do these things over the weekend when support is closed.
Good luck with it!

TimHutchings Nice one, i will give that a try. You know what's annoying, every other manufacturer out there provide links to firmware and software relating to the hardware they sell and GivEnergy hasn't which is a real poor show, even more so given the fact that they themselves are fully aware the cloud portal firmware update isn't perfect.

Even more annoying is the fact that their official Youtube video is saying the download tab will exist if it fails and it clearly isn't listed where they say it is. I could literally resolve this in a matter of minutes if the firmware was available instead its looking like this update is going to cost me money.

Also, where can I find their supports contact information for me to email them?

I will give what you suggested a try, thanks again Tim.

TimHutchings I did what you said and it came back online and its offering the update again in the cloud interface, but it only appears to be showing one of the three batteries at the moment which is better than nothing.

I will give the update a go again on Monday (ideally once I get my hands on the firmware file) and see how that pans out.

Thanks for the advice Tim, I appreciate it.

Just seen this second thread. Glad something is back on line...

Good luck on Monday morning...

UKEZ Glad it woke up for you! Had a feeling the portal would show the upgrade button again, once it had the cycle broken by switching it all off. I would leave it till support is open Monday and speak to them about it then. They can have a look remotely at your system.