Givenergy dashboard not working

For the past few days, our Givenergy portal has been frozen on both the website and the phone app, stuck showing what was happening around maybe midday on Saturday. Anyone got any suggestions?

Lorraine can the app show 'home' mode, or only 'away' ?

It's showing as offline for both.

I ran the health check on the website and it said "We have not received any data from your inverter. Please ensure that your internet connection is up and running." I've had a look at the inverter unit and the green and blue lights are on as normal.

Lorraine I was guessing that the inverter wasn't uploading to the web, but home mode could potentially still have been working. (The app connects directly in that case.)

Is the inverter still functioning normally (eg the showing the usual pattern of import/export on your energy provider's system, or smart meter ihd) ? Showing the usual led patterns on the front?

Restarting your home router might help. But you might need to restart the inverter (which requires turning off grid supply, batteries and solar, to remove all power sources, depending on the model, then wait for a minute or so to fully power down, then turn it all back on again.)

Thanks. My husband is going to have a go at restarting the inverter later (which seems to involve removing the rubber plug from the dongle and inserting a screwdriver) later. It's low down on an outside wall so a bit of a nuisance!

I think restarting the inverter, you just need to turn off all power until the PCB drains (say 30s or so) and then turn all back on again. This should reboot the inverter (an battery if you have one)
Breaker to inverter in consumer unit
DC isolators to PV strings- in case sun is shining - ha ha
On/off button on battery - high on RHS on 9.5 - press and hold until it beeps
DC breaker on battery - high on LHS on 9.5 under clear plastic flip cover
Any DC isolators between battery and inverter
I dont think you need to be inserting a screwdriver anywhere. That may be to reset the dongle

Lorraine If the inverter is outside, is it possible that it has lost wifi signal ? can you check wifi signal strength at the location (eg using a smartphone app) ?

It is actually possible to restart just the dongle, if you happen to have the password for its access point, but most people don't have that available when they need it. Restarting the dongle might be enough to restore network access ,since that's the bit that actually communicates with the rest of the world.

DD ... or it may be a problem at the router end. The dongle transmits on 2.4 GHz, and if the router is using both 2.4 and 5 GHz bands the 5GHz band can interfere with the 2.4 GHz signal. If you are using both bandwidths, it might be worth temporarily disabling the 5 GHz and see if that re-establishes the 2.4 GHz link to the inverter. Once that has been re-established you can turn the 5 GHz back on...
This is something that has happened a few times with my set-up, where the inverter is outside and the signal has to get through c. 5 meters of brickwork to reach the router (inside)...

Lorraine I assuming you haven't changed wifi (broadband), which would of course break things.

DD correct.

SteveCook slowly please, for those hard of understanding...

Do I just turn the power off and back on again? Or do all the things you've listed?

Sorry to be so dim.

Lorraine Follow the instructions at https://givenergy2025.zohodesk.eu/portal/en/kb/articles/full-restart-procedures-for-givenergy-systems