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What's new Open app Support

Troubleshooting

In short

The things that actually go wrong, in the order they are worth checking.

"Device is offline" or "no data since…"

Check this first — it is the most common false alarm

Is monitoring paused? Open Settings → Edge devices → your device. A paused Gateway keeps its Wi‑Fi, stays online and answers everything — it just uploads nothing, which looks exactly like a fault.

Two things that make this worse:

  • Rebooting does not clear a pause. The setting survives a restart, so a reboot looks like a failed fix and sends you hunting a fault that is not there.
  • "Refresh now" does nothing while paused, because the pause is precisely what suppresses the upload.

Only Resume clears it.

If it is not paused:

  1. Is the device powered? Check the status light — solid means data reached the cloud in the last 12 minutes.
  2. Is your Wi‑Fi up? The Gateway needs the same network it was set up on. A changed Wi‑Fi password stops it silently.
  3. Has the inverter's IP address changed? Routers reassign addresses. Reserve a fixed one.
  4. Power-cycle the Gateway only after the above — it is rarely the answer.

Cannot connect to the inverter

Let the app diagnose it first

Svitgrid has a built-in connection troubleshooter — open the inverter and choose Troubleshoot connection. It names the actual failure (could not connect, no answer, unreadable answer) and offers Retry, Edit IP, Scan or Contact support. That is faster and more reliable than testing by hand.

  1. Same network? The collector and inverter must be on the same Wi‑Fi. Guest networks are separate networks.
  2. Correct IP address? Use Scan rather than typing it.
  3. Correct logger serial? It is on the logger's label, not the inverter's nameplate.
  4. Another app connected? Most loggers accept one connection at a time. Close the manufacturer's app.
  5. Correct model? The wrong model connects successfully and returns nonsense.

The numbers are lower than my inverter's own screen

Almost always the generator port. If your inverter has a smart load or generator connected and you have not told Svitgrid, that power is subtracted from house consumption and displayed nowhere. See Smart load and generator port.

Charts have gaps

Your collector was not running. This is not a fault — see Data quality.

Everything reads zero

  • Check the inverter is actually on.
  • Check the correct model is selected — a wrong model can decode real data into zeros.
  • At night, zero solar is correct.

The forecast is wrong

  1. Check kWp, azimuth and tilt in Inverter settings → Solar configuration.
  2. Give it two weeks to learn your roof.
  3. Remember it forecasts potential. If your battery filled and the system curtailed, actual output is legitimately below forecast.

A scheduled event did not run

  1. Was anything collecting at the time? No collector, no event.
  2. Is your inverter controllable? Only Deye, Sunsynk and Sol-Ark can be controlled.
  3. Is the planner still authorised? Authorisation expires.
  4. Check Write history — it shows whether a command was sent and what the inverter said.

The Gateway keeps beeping

It plays a melody each time it applies a battery-charge command. There is currently no way to mute it; reduce how often your schedule changes that setting.

Smart socket keeps dropping off

Too far from the Gateway. Add a mains-powered Zigbee device in between to act as a relay, and check the Mesh screen.

The app is slow or crashes

Update to the latest version, restart the app, and if it persists, reinstall — your data is in the cloud and nothing is lost.

Still stuck

Email hello@svitgrid.app with your inverter model, what you see, and roughly when it started. A screenshot and a look at Write history will usually get you an answer in one reply.