Everything offline

hi

My mum and dad’s system has been offline for the last 8 weeks - they are waiting for an engineer to be sent out to look at everything but i was just wondering if anyone has had any experience with this kind of problem and things we can check - these problems seem to coincide with the updates done generally by GivEnergy.

We have done a full reset of the system, reset the WiFi but nothing seems to be working. We have green lights on the batteries and the inverter says generating and online - the dongle is flashing blue constantly but the main light on the inverter is red.

Any help appreciated as they are not getting any help from anyone else and currently unable to access their solar power in anyway

Thanks

When was it installed?

I think GivEnergy Customer Support is presently an Oxymoron.

My suggestion would be to turn eveything off and let all power drain from circuit boards etc for a few minutes and then turn back on to get everything to reboot.

Turn off DC string breakers to PV panels.
Turn off MCB to inverter in consumer unit.
Turn off battery (on 9.5 hold black button high on RHS until it beeps- a couple of seconds)
Turn off battery output breaker (on 9.5 under cover on LHS) but might be isolator on wall between battery and inverter.
Wait until all lights go out and leave a minute or two.
Turn all back on.

Are you sure your inverter is connecting to the web? Is is a wifi dongle. May have to turn your 5GHz wifi off to get connection - see other posts

Is it a Gen 1 system? You might want to reset the dongle using the button and then reconnect it with the WiFi 5 network temporarily switched off if your router allows you to do so.
You could also consider updating the dongle per https://community.givenergy.cloud/d/2924-is-there-a-way-to-stop-the-wifi-dongle-making-its-own-wifi-network/50 which makes connectivity more reliable although you should be aware that you are likely to be on your own for now if it goes wrong.