CCA periodically restarts

Kommentare

19 Kommentare

  • Offizieller Kommentar
    Avatar
    Curtis Community Moderator

    Hello all, 

    Thank you for bringing this to our attention. 

    Our software team has identified the issue and will be deploying a fix shortly. In the meantime, I have generated tickets for customers in the thread who have not opened one yet. The ticket will serve to help us chart the issue and resolve it quickly. You may receive a response from one of our Support Engineers if they have additional questions.

    Thank you for your patience with this process. 

  • Avatar
    Greg Smith Community Moderator
    Early Adopter

    Hi Jiri, it sounds like you need to talk to our service team. I created a ticket for you and they will walk you through any troubleshooting and replacement processes.

    1
  • Avatar
    Jiří Hruška

    Hi Greg,

    Thanks for the info. In the meantime, the Murphy's law got into action - the thing started to work out of the blue again, about in the time I was writing my help request. The CCA is at least accessible for some diagnostic now. The 36 hour gap can be seen in the cloud data.

    I will be very glad if service team takes a look into this anyway, since the risk it happens again is obvious. I am ready to assist the best way I can. I work from home, hence most of the time I'm on site.

    Thanks & regards,

    Jiri

    1
  • Avatar
    Greg Smith Community Moderator
    Early Adopter

    I am familiar with Murphy's work. Service will still follow up with you since it an open ticket. Thanks for the update!

    0
  • Avatar
    Raffaele Caccese

    Buongiorno, da questa mattina 06/04/2024 anche il mio CCA Tigo si spegne e si riavvia ogni 90 secondi, vedo il LED sul CCA che si spegne ogni 90 secondi per poi diventare Giallo e poi Viola e quindi anche i pannelli si spengono e si riavviano ogni 90 secondi. NB* l'alimentaione è stabile a 24V ed è fornita dall'alimentatore fornito nel KIT. Inoltre accedendo alla mia pagina "https://ei.tigoenergy.com/system/" trovo che oggi l'impianto non ha prodotto nulla e non vi sono indicazione sugli allarmi.

    Avete indicazioni su come risolvere questo problema ?

    Grazie e saluti

    Raffaele

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    English Translation
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    Good morning, since this morning 04/06/2024 my CCA Tigo also turns off and restarts every 90 seconds, I see the LED on the CCA that turns off every 90 seconds and then becomes Yellow and then Purple and then the panels also turn off and they restart every 90 seconds. NB* the power supply is stable at 24V and is supplied by the power supply supplied in the KIT. Furthermore, by accessing my page "https://ei.tigoenergy.com/system/" I find that today the system has not produced anything and there is no indication of the alarms.

    Do you have any suggestions on how to resolve this problem?

    Thank you and greetings

    Raffaele

    0
  • Avatar
    Curtis Community Moderator

    Ciao Raffaele Caccese,

    Grazie per la risposta.

    Ho appena risposto all'altro post, riguardante il tuo attuale ticket aperto. Continua a collaborare con il nostro team di supporto e, una volta risolto il problema, potrai tornare a questo thread per far sapere agli altri membri della community cosa ha funzionato per te.

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    Hello Raffaele Caccese,

    Thank you for your reply. 

    I have just replied to the other post, regarding your current open ticket. Please continue to work with our Support Team, and once the issue is resolved, you may return to this thread to let the other Community members know what was successful for you.

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  • Avatar
    Giles Woodhead

    I am having the exact same issue. CCA restarts every 90 seconds or so. I have tried replacing the power supply but no difference. I have zero output from the panels. What can be done to get the PV back on? It is sunny!!

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  • Avatar
    ville.jussila

    Exatly same problem here too.

    Created support ticket for support team.

    1
  • Avatar
    Josef Bouška

    Hello, I have exactly the same problem. It almost seems to me like the cause is on the cloud side when it occurs in multiple people at the same time.

    The problem has been going on since Friday 12.4., this morning it seemed ok for a while but now it's back.

    In such a situation, is there any way to ensure that individual optimizers do not shut down the panels if they lose connection with the controller, which reboots repeatedly?

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  • Avatar
    ville.jussila

    It is for sure backend related issue, most likely broken autoupdate or something else.

    I have managed to limit this issue by cutting internet access from CCA, this way at least all panels are producing power and no boot loops.

    2
  • Avatar
    Giles Woodhead

    I disconnected the TAP from the CCA and left it overnight. This morning the panels have come back on. But if I power up the CCA it just goes around and around this boot-up cycle. It seems that during this boot-up cycle, the CCA sends a rapid shutdown instruction to the panels.

    0
  • Avatar
    Archie Roboostoff Community Moderator
    Early Adopter

    Giles I believe we stopped your boot loop with a FW upgrade. Data should come in when the sun comes out tomorrow. Let us know here if it fails.

    0
  • Avatar
    Archie Roboostoff Community Moderator
    Early Adopter

    Josef this has been fixed as well. Your ticket is solved. 

    1
  • Avatar
    Giles Woodhead

    Just received a response from Tigo customer services that they have been able to update the FW in my CCA and this should resolve the problem. The boot cycling has now stopped and it appears to be in discovery mode. It is quite astounding honestly, that they are able to connect remotely to the device when it is in such a transient state. I now need to go and re-connect the CCA to the TAP.

    0
  • Avatar
    Archie Roboostoff Community Moderator
    Early Adopter

    ville.jussila

    If you can reconnect the CCA to the internet we can send a fix for this. 

    0
  • Avatar
    Giles Woodhead

    If it helps, I plugged an ethernet cable into the CCA. I figured that this would connect quicker to the network than wifi. After all, it's only on for a few seconds before it re-boots. Back up and running now. TAP and all panels discovered. Thanks Tigo - although you had me worried there for a moment and I lost nearly two days of PV exports to grid.

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  • Avatar
    Johannes S.

    Hallo ich habe das selbe Problem, können sie mir diesen Fix auch schicken?

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    Hello, I have the same problem, can you send me this fix too?

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  • Avatar
    Ondřej Kozinski

    Dobrý den mám. Úplně stejný problém.
    Děkuji za pomoc.

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    Hello, I have Exactly the same problem.
    Thank you for your help.

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  • Avatar
    Curtis Community Moderator
     
    Dobrý den Ondřej Kozinski,
     
    Giles Woodhead sdílel skvělý experiment. Zapojte ethernetový kabel do CCA a restartujte. To mohlo fungovat, pokud systém zaznamenal aktualizaci softwaru během období nedostatečného signálu ze směrovače. CCA může uvíznout při částečném stažení.
     
    Nejprve vyzkoušejte tuto metodu. Pokud CCA poté nebude fungovat podle očekávání, můžete kontaktovat podporu Tigo pro další pomoc.

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    Hallo Johannes S.,

    Giles Woodhead hat ein tolles Experiment geteilt. Stecken Sie ein Ethernet-Kabel in den CCA und starten Sie neu. Dies hätte möglicherweise funktioniert, wenn das System während eines Zeitraums mit unzureichendem Signal vom Router ein Software-Update erfahren hätte. Der CCA bleibt möglicherweise bei einem teilweisen Download hängen.

    Probieren Sie diese Methode zuerst aus. Wenn der CCA danach nicht wie erwartet funktioniert, können Sie sich für weitere Unterstützung an den Tigo-Support wenden.

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    English Translation
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    Hello Ondřej Kozinski and Johannes S.,

    Giles Woodhead shared a great experiment. Plug an ethernet cable into the CCA, and restart. This may have worked if the system had experienced a software update during a period of deficient signal from the router. The CCA may be stuck with a partial download. 

    Try this method first. If the CCA does not function as expected afterward, you may contact Tigo Support for more assistance. 

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