Missing gateway message

Nikos Mouzis

• 1. Oktober 2022 18:32

Hi, although in CCA unit, modules can be found, CCA cannot find gateway, it says: missing gateway. The main problem is that pv-off has been activated and I cannot turn modules on, so I don't have any production!

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  Curtis

  • 6. Oktober 2022 15:32

  Hello Nikos Mouzis, 
  
  Thank you for contributing to the Tigo Community. 
  
  I can see that you have a couple of open tickets with our Support Team. Please work with them, as they will be able to address any issues that may be causing  the Gateway to lose communication.
  
  In the meantime, Gateway communication errors are almost always attributed to a wiring fault. It can be caused by an old, damaged, dry or weathered cable. It may also be caused by squirrel, rodent or bird damage. In either case, it usually requires re-wiring the Gateway to the Cloud Connect. 
  
  My suggestion:

  1. Remove the Gateway and bring it to the same room as the Cloud Connect.
  2. Use a short, brand new wire to connect them (1 meter length).
  3. Restart the Cloud Connect
  4. Run the Gateway test on the Cloud Connect. 

  If you get a quality connection, then you will have confirmed that the original wire (leading to the roof) is no longer functioning. Replace it, and your system should work again!

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  Nikos Mouzis

  • 7. Oktober 2022 09:34

  hello, i have already done all these steps, with no good results!

  it says missing gateway, but CC still shows modules and it says the system is in pv safe active.

   

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  Nikos Mouzis

  • 7. Oktober 2022 09:35

  is there any phone number that i can call , and what are the communication hours(working schedule)

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  Greg Smith

  • 7. Oktober 2022 15:31

  Hi Nikos. Here is our Contact Tigo Support Page

  Tigo Support Offices - Voice and WhatsApp Numbers

  North America (7 a.m to 6 p.m. Pacific Time): +1 408 402-0802

  South America (Brazil): +55 21-991045050

  Europe:
  WhatsApp:
  +39 342 67 92 285 (English, German, Italian, Spanish)

  Middle East: +972 50 687-8618
  WhatsApp: +972 50 687 8618 (English, Hebrew)

  Japan: +81 3 4567-6199

  China: +86 512 6587-4600

  Taiwan: +886 919 743-749

  Australia:  +61 413 251-081

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