Inverter Offline for 10 days
I've had an unproductive online Customer Chat while trying to fathom out why my inverter is reported as Offline on both web and mobile pages. Transcript with all info follows. Does the loginfo.cgi page cast any light on why my dongle can't connect to the server? Thanks in advance.
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Duncan : Hi, The SunSynk web page and mobile app have both been reporting that my SunSynk 3.6 ECCO inverter is Offline since 29th January. 09:33 AM, Feb 9
Abey Babu : Thank you for waiting, you are now connected! 09:34 AM, Feb 9
Duncan : The inverter WiFi dongle is connected to my home WiFi network. I can see the dongle's internal web page but it will not connect to the SunSynk server. 09:35 AM, Feb 9
Abey Babu : Please stay connected while I check this for you. 09:36 AM, Feb 9
Duncan : 192.168.68.104 on my home WiFI: 09:36 AM, Feb 9
Abey Babu : Please untick the static IP address. 09:37 AM, Feb 9
Duncan : OK 09:38 AM, Feb 9
Duncan : I have done that and clicked Save. I still see my inverter as Offline. Do I need to reboot the inverter/dongle? 09:41 AM, Feb 9
Abey Babu : Connection status should show as 'Connection OK'. 09:41 AM, Feb 9
Abey Babu : Please go to 10.10.10.1 again and connect to your home wifi once again. Please make sure it is 2.4 Ghz band. 09:42 AM, Feb 9
Duncan : Connect Fail 09:42 AM, Feb 9
Abey Babu : Please scan the Wifi APlist once again at the bottom and connect it to the 2.4GHz band network. 09:44 AM, Feb 9
Duncan : OK. The dongle can connect to my 2.4GHz WiFi just fine. 09:48 AM, Feb 9
Abey Babu : Which are the lights showing on the data logger? 09:49 AM, Feb 9
Duncan : It gets the address 192.168.69.104 and the web page at that address still shows Connect Fail: 09:49 AM, Feb 9
Duncan : Just solid red. 09:50 AM, Feb 9
Duncan : Here's the Data Logger's invinfo.cgi page: 09:52 AM, Feb 9
Duncan : And its loginfo.cgi page: 09:53 AM, Feb 9
Abey Babu : Please restart the inverter and check if this resolves the issue. 09:55 AM, Feb 9
Duncan : Shall do. 09:56 AM, Feb 9
Abey Babu : After the restart, please go to '10.10.10.1' once again and check if the connection status changes. 09:56 AM, Feb 9
Duncan : Dongle is connected to my WiFi as before, but no connection to the server: 10:08 AM, Feb 9
Abey Babu : Unfortunately, I am unable to identify the cause of this issue. Please ask the installer to raise a request with all the details, so that our IT team can check on this. 10:12 AM, Feb 9
Duncan : OK, thanks. 10:12 AM, Feb 9
Abey Babu : Sharing the loginfo.cgi details in the ticket will help the team understand the issue quicker. 10:12 AM, Feb 9
Abey Babu : You are welcome. 10:13 AM, Feb 9
Abey Babu : Please feel free to contact us if you require any assistance. 10:13 AM, Feb 9
Abey Babu : This chat has been ended by the operator. Thank you for contacting Sunsynk. Have a great day. 10:13 AM, Feb 9
The issue is now resolved. As a follow up, in the hope that this will be useful to someone else, here's what the problem was.
I had a new broadband router installed by Virgin Media. The default firewall settings in the router were preventing the Sunsynk dongle from accessing the Sunsynk servers. The clue was that I couldn't ping ukiot.sunsynk.net, iot.e-linter.com, or www.sunsynk.net from my local network.
When I changed the router's firewall setting from Typical to Minimum, these URLs became ping-able and the Sunsynk app reported data from the server again.
I'm now trying to find a custom router setting with the maximum firewall protection that still allows Sunsynk connection.