Symptoms:
After replacing a TS4 Optimizer, one or more modules remain gray in the EI Portal.
A gray module indicates that the EI Portal is not receiving monitoring data from the installed Tigo device.
Most Common Cause
The replacement TS4 Optimizer has not been associated with the correct module in the EI Portal.
Each TS4 has a unique serial number. When a device is replaced, the new serial number must be updated in the EI Portal before monitoring data can be displayed correctly.
Resolution:
The serial number for the new MLPE unit on the Energy Intelligence platform or App may need to updated. Follow the instructions in: Updating a Serial Number for an MLPE Replacement.
After updating the serial number:
- Allow the system time to complete Discovery and begin reporting monitoring data.
- Refresh the System View.
- Confirm that the module is no longer gray.
If the module remains gray after updating the serial number, continue with the additional troubleshooting below.
You may also Contact Tigo Support for assistance with this process.
If the Problem Persists
If the module remains gray after updating the replacement TS4 serial number, the issue may be caused by another condition, such as:
- The replacement TS4 has not completed Discovery.
- The TS4 cannot communicate with the TAP.
- The CCA or TAP is offline.
- A communication or installation issue is preventing the TS4 from reporting data.
For additional troubleshooting, see Discovery Troubleshooting.
If you suspect one of these issues, please Contact Tigo Support and ask for a full system review. Our Support Engineers will provide valuable insight and potential solutions.
Additional Information
Understanding Module Colors and Status Icons in the EI Portal
How to change network settings on the Cloud Connect Advanced (CCA)