Gen1 hybrid SOC stuck in cloud, but GivTCP OK — how do I get GE to unstick it?

Hi everyone,
Bit of a weird one — my Gen1 hybrid is showing 100% SOC in the app, but GivTCP shows the correct value (80%ish and dropping). After a full power cycle, the cloud SOC updates once, then freezes again a day or so later

Because of this, my TOU charging won’t run (cloud thinks the battery is full!).

Has anyone had GivEnergy reset the cloud telemetry or move them to a new data channel?
Would love to hear if others have had this fixed.

Cheers!

Hybrid Inverter

Model: GIV-HY3.6 (Gen1 Hybrid)

Inverter Firmware:

D0.450 (DSP firmware)

A0.451 (ARM/Control firmware)

Battery Pack

Battery Capacity: 186 Ah

Usable Energy: 9.52 kWh (1 pack)

Battery Software (BMS Firmware): 3020

Annaka never heard of that problem before. You could try a reset to defaults on the inverter from the portal, but very strange.

Presumably nothing in the logs on the portal? Is the inverter definitely connecting and sending data regularly to the portal, what do you see in the meter data tab, do you see regular updates every 5 minutes or so? If not, indicates a problem with your inverter talking to the cloud. Is it just SoC, are the other meters like import and solar increasing?

I have a gen 1 hybrid and I checked my data and it looks OK in the portal

Can only suggest using givtcp for controlling your inverter rather than the ge cloud until givenergy fix whatever is causing the problem.

This is a bit of a daft answer but it has happened before : you are definitely logged in to your inverter aren't you? I only say this as someone had similar "it's showing nothing like reality/not doing anything I ask it to do" and it turned out they had accidentally logged into the demo portal by mistake!

Thanks everyone — really appreciate the replies and suggestions.

Just to clarify the behaviour a bit more clearly:

The SOC only gets stuck in the cloud (app + portal), not locally.

GivTCP always shows the correct SOC and drops under load as expected.

A full AC/DC reboot of the inverter completely fixes the issue temporarily — the cloud SOC “unfreezes” and matches reality again.

Everything then works normally for a few days (usually 3–4).

Then, out of nowhere, the cloud SOC freezes again at whatever value it was on at the time (e.g. 100%, or 87%).

Solar, import/export, house load, etc all continue updating normally in the portal — it’s only battery SOC that freezes.

It’s definitely not a login issue (double-checked I’m not in the demo portal!) and the inverter is still sending regular telemetry to the cloud — just not the SOC register once it freezes.

It behaves perfectly after a reboot, then eventually locks again, which is why I suspected it might be a Gen1 telemetry quirk. I’m using GivTCP for control in the meantime, but cloud SOC being wrong does stop TOU charging, so just trying to get to the bottom of it.

Really appreciate everyone taking the time to help — thank you!

Only other thing I can think of is that there is another battery floating around with the same serial number?
I know in the past if you had two inverters with the same serial your portal tried to display both of everything, which made the graphs very interesting...
I've never seen a battery with that happen but maybe if there's two batteries with the same serial the portal doesn't know what to do (although my theory breaks down here a little bit as the SOC would come from the inverter and everything else keeps updating...but the backend does receive all the individual battery data even though the user can't see it)
I only say this as you mention that restarting everything fixes it for a few days - is there someone else somewhere equally with the same weird issue and they are restarting theirs every couple of days so your just endlessly fighting for the "same" battery data? (and whoever has the "latest" data packet gets to keep that serial number data until the other person restarts)

Thanks everyone for the replies and suggestions — really appreciated.

Quick update to close this one off:

My installer reached out to GivEnergy and the official advice was basically “do a full hard reset”.
So no deeper fix or telemetry reset from their side unfortunately.

So for now I’ll just have to power-cycle the inverter whenever the SOC freezes again.
Not ideal, but at least it gets things moving when it does lock up.

Thanks again for all the help from everyone here — much more useful than the official response!