Do Installers post-subscription have remote access to systems?

I had a problem today with my GivEnergy inverter and called my installer who have provided excellent after sales service. However, they told me that, since the introduction of the cloud subscription service they have not been able to access their customer's systems remotely and therefore were unable to help me in this instance.

I thought I read somewhere prior to the introduction of the subscription service that installers would continue to have remote access to customer's systems free of charge. Did I dream this or should installers continue to have remote access to their customer's systems free of charge?

If installers don't have access, then GivEnergy is hamstringing installers ability to provide a service to their customers. If installers should still have access why is my installer unable to access their customer's systems remotely and what do they need to do to re-establish access?

Some clarity would be appreciated if anybody knows what the situation actually is.

Thank you.

MDH

According to Givenergy Software, installers do have access. See https://givenergy.cloud/givenergy-faq
for details. ( bottom of page )

FWIW my installers told me thay have no remote access to any GE system they installed. They say their login credentials were revoked in May & nobody replies to emails.

Try these people https://solar-tech-support.co.uk/ They have access and do remote diagnostics as a service for an all-inclusive fee of £95.
I have no connection with them and no experience of their work, except that they gave me a little bit of free advice when I was having dongle problems with my Gen 1 inverter.

Well according to this user, his installer still has access and solved his problem remotely.
https://community-beta.givenergy.cloud/t/unable-to-change-grid-export-limit/6017

My installer just came round to do an annual service. They can still access their customers' GE inverters.
With mine they can still do everything except firmware updates.

In the account settings page you can grant your installer access. Haven't tried using this since becoming a standard user

Maxwell I can't even get that far. I have given up with the GE web portal and GE app.

alan_johnston Even as a basic tier user you should have access to the ge cloud portal. Is your logon to that not working ?

Maxwell
I can't even get to the website
www.givenergy.cloud’s server IP address could not be found.
DNS_PROBE_FINISHED_BAD_CONFIG

alan_johnston Because its not www.givenergy.cloud, its just givenergy.cloud

As an aside their zone file is seriously fucked up, guess there's little to no competence there either.

This is priceless -

nslookup www.givenergy.cloud

Name: www.givenergy.cloud
Served by:

• m.root-servers.net
  202.12.27.33

• a.root-servers.net
  198.41.0.4

• b.root-servers.net
  170.247.170.2

• c.root-servers.net
  192.33.4.12

• d.root-servers.net
  199.7.91.13

• e.root-servers.net
  192.203.230.10

• f.root-servers.net
  192.5.5.241

• g.root-servers.net
  192.112.36.4

• h.root-servers.net
  198.97.190.53

• i.root-servers.net
  192.36.148.17

This is like page one, sentence one of how not to do things and should never be seen from a nslookup.

Compare with -

nslookup givenergy.cloud

Name: givenergy.cloud
Addresses: 3.10.35.31
13.42.145.186
13.41.101.0

Which is correctly configured.

Muppets.

Vestas
Without the www I do get to the login page.
I login and then I get

Security Upgrade Required
You are now required to migrate your account to continue to access GivEnergy applications and services.
To migrate, you will need to register a new login via SSO.

I don't think I will bother

alan_johnston I haven't been near the portal since March 🙂

Vestas From Dig I get nxdomain for www.givenergy.cloud

So there are no DNS records for www.GivEnergy
.cloud

Maxwell Got the same as you for a day or so then rinse repeat.

Just FYI.