Gateway Communication Failure(s)

Running a GivEnergy AIO 3.6 with a Gateway, together with a 2 string Solar PV array connected to a GivEnergy 3.6 Hybrid Inverter. Up and running since September 2024 with no issues.

Have recently noticed a lot of 'gaps' in the Power Graph display via the GivEnergy portal. These seem to coincide with Gateway Communication Failure(s), where the Gateway is flashing Red on the front panel display, the AIO is in 'Waiting' status, the AIO batteries are fully charged but we are still using the grid (as shown on our Smart Meter) instead of the battery, which is the normal for us (zero grid usage).

Gateway error usually 'clears' on it's own and system returns to normal Discharging / (solar) Charging. However, tonight still in error status. Seemed to have started happening more frequently after latest s/w update to AIO (D0.616-A0.616) on 3rd May 2025.

GivEnergy Support - Help please ?

AndyR_Skye GivEnergy Support - Help please ?

This is a customer forum, whilst we can give advice from our own experience, if you need GivEnergy support (which it sounds like you do), you will need to contact them directly (phone number/email details on the website)

Thanks Geoffrey, I'll give them a call. Error cleared itself at 00:17 (4 hours later) but I'll raise it with them anyway and update this post if there's anything helpful which may benefit others.

Update: Issue is now resolved. GivEnergy Support suspected the network cable / RJ45 connectors between the Gateway and the All In One. Number of errors / outage times got steadily worse over the following 2 weeks. Our Installers came out to check the link and sure enough - faulty cable. According to the AIO logs, this has always been an issue ever since the original install, just the downtimes were small enough for us not to notice them.

If you have a look at GivEnergy's own AIO installation video on YouTube, this error gets its own special mention right at the end (6m35s). The error lights in the vid were exactly what we were getting each time there was a Gateway Communication Failure.
https://www.youtube.com/watch?v=lMYB_unW7W0