Can't access inverter from Cloud or "Away" from the app

Hi all,

Since September last year I'm unable to access my inverter from the cloud portal, nor remotely through the internet. Why I'm at home, I can see the current reading through the "Home" tab in the app, but no charts are available, no history since September.

Givenergy unfortunately doesn't want to help, they suggested to go through the same checked over and over again, which I did and it all succeeded, but still can't connect to the inverter remotely or from the cloud...

Need help,
Thank you,

Arpad it sounds as if your inverter is not able to communicate to the givenergy cloud servers for some reason

How is your home network setup? Do you have any subnets, different networks for the inverter/other devices, firewall rules, etc? Did you change internet router last September

If you can see your inverter in the app in local mode then it shows your inverter is connected to your wifi/LAN, but if nothing is in the portal then it shows thats where the problem likely is.

I assume in the portal if you look at meter data then you don’t see your inverter data ?

geoffreycoan
Hi,

Thank you for your response.

Yes, the issue is only with communication between the server and the inverter...

My home network is simple, don't have separate subnets, nor networks, just a 2Ghz and a 5Ghz network,but all with separate SSIDs. Merged SSID's usually cause issues with devices like this,so I like separate network for the 2Ghz and the 5Ghz.

I've not changed my router, or any settings in the router in the past 5 years. There was a firmware update on the router in August, but the system was working for a few weeks after the update.

The inverter is connected to the network, and I assume it is also to the internet, as if I connect to the SSID of the dongle, I can access the internet from it. For some reason just can't communicate with the cloud server. I've set up port forwarding, also tried to fully disable my firewall for hours, just to see if the firewall is causing issue or not, but no luck.

I've seen a posts where people with homeassistant can't connect to the cloud, which I had for a while, but I've completely turned off my HA server for weeks, restarted dongle, inverter, router altogether and still couldn't connect the inverter to the portal. Also I had the givTCP in HA set up a few months before I lost access to the portal, everything was working fine, as I just used HA to show my usage in a nicer dashboard than the givenergy one.

My biggest issue now is, that I'm selling my house with the inverter, battery and solar system, and the buyers are demanding for accessing the portal. If they can't, they will want to knock down the price... In this case I'll have no choice but to take givenergy to the court for ignoring my request to fix or at least to investigate the issue. Never seen such a bad customer service as I received from Givenergy...

Arpad You can have issues with running givtcp in homeassistant with too high a poll frequency that means the inverter spends all its time talking to HA and can't talk to the portal, so 30 seconds or so is recommended frequency. but that's not your issue if HA is turned off.

I assume you have rebooted the inverter? One other thing I can think of is upgrading the wifi dongle firmware in case that is the issue.

Just had another idea, if you unplug the wifi dongle and plug it into a PC, it should have a file called MSN.TXT on it, this is the dongle serial number. If it doesn't match what GivEnergy think is your dongle serial number the inverter can't talk to the portal.

Given that connectivity of the inverter to the internet is a condition of your warranty, I'd think givenergy need to look into the issue if the above doesnt work

geoffreycoan Thank you for your response.

The dongle firmware is up to date, and yes, I’ve rebooted the inverter a few times.

Now with the dongle serial number, that might be an issue, as I have a new dongle, as the original died. However the original dongle had the same issue as this, not connecting to the cloud.

Could rewriting the MSN.txt with the old serial number solve the issue? Or will it brick the new dongle?
Or just ask GivEnergy to update the dongle serial number to the new one in their system? In fairness, they should have done it, as they supplied the new dongle as the old died in warranty.

Arpad it won't brick the dongle but it might solve your issue.

There are other threads on here about replacing the dongle and editing the msn.txt file, others have done it when they replaced their dongle