Network 101 - Internet Access and Network Reliability

This article addresses the basic concepts of Tigo network communication and troubleshooting.

Contents: 

• Overview
• Troubleshooting (by Data Logger model)
• Common Network Issues
  • Wired Network Issues
  • Wireless Network Issues
• Internet Service Provider (ISP) Issues
• Internet Technology (IT) Administrator

Overview

Tigo Monitored Systems are managed by Data Loggers that collect PV power production reports from the MLPEs (module-level power electronics) and send this data to the Tigo Cloud so that you can:

• View Power reports on the system web page and/or Tigo phone App
• Receive System Notifications and Alerts
• Obtain remote updates and/or troubleshooting assistance

The local network service, design, and connected devices are not provided by Tigo. However, since Tigo Monitored Systemsdependt on the local Network, we have put together a collection of articles that will assist you in troubleshooting network-related issue(s).

This video also provides network troubleshooting tips:

Troubleshooting (by Data Logger model)

There are three generations of Tigo data loggers. Each model offers a Network Test and unique troubleshooting tips. 

Click on the image of your device above to go to its specific troubleshooting article, or click the article for your data logger below: 

For CCA: Network Test - Cloud Connect Advanced (CCA)
For CC: Network Test - Cloud Connect (CC)
For MMU: Network - MMU - Troubleshoot Internet Connection

Common Network Reasons

If your Data Logger is not connecting to the Network, it may be due to the following: 

Wireless Network Issues

WiFi Router - Check Data Logger is Connected 

The CCA and CC data loggers offer a WiFi connection option. If you are using WiFi to connect your data logger, run the Network Test - Cloud Connect Advanced (CCA) or Network Test - Cloud Connect (CC) to verify that the WiFi connection is OK. If it reports ERROR, then fix this first. See How to change network settings on the Cloud Connect Advanced (CCA).

Router - Check Connection with the Internet:
A router can become disconnected from the Internet, or even become sluggish and not recognize IP addresses. Try these steps to confirm that the Router is functioning as expected:

• Perform a Router re-start/power-cycle (allow up to 2 minutes for full reboot)
• Check the network speed with a computer or other Internet-connected device
• Check if the network router is configured for a static or dynamic IP addresses

If your settings are correct but the Data Logger is still not passing data to the cloud, please contact your IT Administrator or Internet Service Provider (ISP). The service may have security options that disallow outbound data transfer from the Data Logger.

Network Extensions - Check WiFi, MiFi, and Hotspots:

Wireless Networks sometimes require extension devices or access points that connect to the primary modem/router. Examples: 

• Secondary Router
• WiFi Extenders
• Mesh/Relay Network
• MiFi (mobile Network or hotspot)

These products can sometimes be a challenge to connect with, as they can be password protected, have bandwidth issues, or they can become unpaired or out of range (distance from the Router). Make sure to restart all of the connected network access points, and troubleshoot them if there is a LED indicator that the connection has failed or has no signal.

In most cases, you can find product assistance online, but it's best to meet with the IT person who controls the Network for the system to get a better idea of possible corrective measures. 

Wired Network Issues

All Tigo Data Loggers offer an Ethernet (wired) connection option. This configuration is highly reliable and the setup is usually very simple. It involves a direct Ethernet cable connection from the Data Logger to a router/modem. However, networks can include extension devices that may require additional steps to connect. Here are some examples: 

• Active Hub or Switch
• PLA (power-line adapter) 
• Ethernet port on a WiFi extender or MiFi (mobile/cellular WiFi Hotspot)
• Ethernet port on a Network Sharing device (Laptop, Inverter, Meter)

If you are experiencing issues with your Ethernet connection, check to make sure that the cable path is still connecting all network devices and that the cables/connectors are in good condition.

If the network connections are good, remember that most Ethernet extension options require "Device Pairing" to initiate data transfer. If you are unsure about the status of the network device, research the make and model and see if there are Pairing directions available on the internet.

Internet Service Provider (ISP) Issues

Check for Security/Spam-Blocker Package:
The local ISP may offer a Security or "Spam-Blocker" package to clients. These can sometimes affect the types of data that can transfer over the Network. If there is an upgrade of this kind, please contact the ISP and confirm that the necessary Firewall/Port Settings have been addressed.

Data Allotment or Bandwidth:

For information about data transfer and storage capabilities, see: Tigo Data - Storage and Transfer

Internet Technology (IT) Administrator

Check Firewall/Port Settings:

If there is a Firewall or security protection for the Network, please be aware of the required Internet Access Range and Port Numbers (below).

If you require troubleshooting assistance, please Contact our Support Team.