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Network 101 - Cloud Connect Advanced/Cloud Connect/Management Unit

See also "Locating and Identifying Communications Equipment."

Identify your Tigo Data Logger

There are three data loggers available from Tigo:

Cloud Connect Advanced (CCA)

 Cloud Connect

Management Unit (MMU)

Legacy Product
Tigo_12-15_202W-revised.jpg

The type of data logger may influence the troubleshooting steps.

Network 101

Step 1: Identifying Type of Network Setup

Before proceeding further, it is necessary to identify the hardware components of the Tigo Cloud Connect Advanced (CCA), Cloud Connect or Management Unit’s (MMU) network connection. The simplest network setup involves a direct, hard-wired connection:

  1. Network router
  2. Ethernet cable connected from router to CCA/Cloud Connect/MMU
  3. CCA/Cloud Connect/MMU

Non-standard network setups will sometimes include a third-party device that is meant to connect the CCA/Cloud Connect/MMU to the wireless signal that is broadcasted by a Wi-Fi router. Here is an example of this kind of setup:

  1. Wi-Fi router
  2. Wireless Adapter (e.g. Netgear or Linksys)
  3. Ethernet cable connected from Adapter to CCA/Cloud Connect/MMU
  4. CCA/Cloud Connect/MMU

Step 2: Network Test Cloud Connect Advanced/Cloud Connect

  1. Install Tigo Smart App 3.1
  2. Look in Find and View System

Or find an internet test in the App 3.1 System Main Page/System View/CCA Settings/Network.

  1. Look in Create and Edit System

Or find a more detailed internet test in the App 3.1 System Main Page/Edit System/Configure Communication and connect the Smartphone to the CCA and run a network test on the CCA network settings.

Step 2: Network Test Cloud Connect/MMU

Follow these steps to perform a network test:

  1. Press MENU, then ENTER
  2. Use arrow keys to find 3. NETWORK; press ENTER
  3. Use arrow keys again to fine 3.2. TEST; press ENTER to initiate network test.
  4. Record messages on display and use table (below) for guidance.

Message

Description

Corrective Action

"Connecting..."

Trying to access Tigo Energy's server.

N/A

"Success"

Cloud Connect/MMU has successfully accessed the server.

N/A

"Error: Checking"

Cloud Connect/MMU could not connect to the server, and is diagnosing cause of problem.

N/A

"Cable unplugged"

No physical cable detected.

Check cable connection and re-initiate network test

"No IP address"

Cloud Connect/MMU is not receiving an IP address from the router.

Check cable connection and verify that the Ethernet cable is plugged into the router. If there are power line adapters, make sure they have a connection with its sibling unit.

Restart the management unit's network by either 2.4 "Restart" (full restart that takes a few minutes) or 3.5 "Renew" (management unit looks for new IP address)

"No association with AP"

Cloud Connect/MMU sees the network but cannot gain access to it.

Check to make sure password is correct or if network security settings allow extra devices.

"Check proxy svr"

Cloud Connect/MMU is configured to access the web via HTTPS proxy server, and it is either inaccessible or the site does not have a proxy server.

Verify proxy settings on Cloud Connect/MMU. If site does have proxy, verify it allows access to *.tigoenergy.com. Re-initiate network test. If site has no proxy (default is off for Cloud Connect/MMU and for most networks), turn proxy off by going to: 3.4 "Set Proxy" on Cloud Connect/MMU menu > "Are you sure?" press ENTER for Yes > "Proxy Server?" press MENU for no.

"No Default GW"

Missing default gateway. Either DHCP server is not replying (i.e. the router), or static IP configuration entry is not present (only applies to networks requiring static IP setup)

Verify physical connection of cabling at router. Verify configuration of router allows Cloud Connect/MMU to access network. Re-initiate network test.

“Cannot ping GW”

Default gateway did not respond to ping. May not be a problem depending on router configuration.

Verify physical connection of cabling at router. Re-initiate network test.

“Cannot ping DNS”

Global public DNS server (8.8.8.8) is not responding. Indicates possible inability to connect to internet. May not be a problem depending on router configuration.

Verify physical connection of cabling from router to modem. If other devices in house are not connected to internet, call your service provider for assistance. May be a problem with modem or router.

“Cannot ping Tigo”

Cannot exchange ICMP packets with Tigo Data Center. May not be a problem depending on router configuration.

Contact Tigo Energy’s Technical Support team by phone at +1.844.805.8550, or by email at support@tigoenergy.com.

Step 3: Troubleshooting Cloud Connect/MMU

If your Cloud Connect/MMU only shows you the message “Error” or you are not sure how to perform some of the fixes described above, try the following steps to reconnect the Cloud Connect/MMU to the Internet:

  1. Verify that the Ethernet cable is good by unplugging the end that is in the Cloud Connect/MMU, and plug it into a laptop or desktop computer. Make sure that the wireless Internet receiver is turned OFF on the computer to ensure that you are only connecting to the network via the cable. Try browsing a website that you do not frequent often (e.g. news.google.com). If you are able to browse new websites, then this confirms that the Ethernet cable is viable.
  2. Unplug the Ethernet cable from the Cloud Connect/MMU and wait 10 seconds before plugging it back in. Renew the IP address on the Cloud Connect/MMU by following these steps:
    1. Press MENU, then ENTER
    2. Use arrow keys to find 3. NETWORK, press ENTER
    3. Use arrow keys to find 3.5. RENEW, press ENTER
    4. A new IP address should display if the request was successful.
    5. Perform network test again, and see if you get SUCCESS as the result. If not, then proceed to the next step.
  3. Unplug power supply of the Cloud Connect/MMU, wait 10 seconds, then plug back in. This will reboot the unit completely. Perform network test again. If you get ERROR, then proceed to next step.

Step 4: Rebooting Entire Network

In some cases, a full reboot of all devices inside of the CCA/Cloud Connect/MMU’s network needs to be done. This is accomplished by the following steps:

  1. Reboot the router by unplugging its power supply, waiting 10 seconds, then plug it back in. Wait for the lights on the unit to stabilize before proceeding to the next step.
  2. If you have a third party device (e.g. wireless network bridge, or wireless adapter) that is allowing Internet to pass to the Cloud Connect Advanced/Cloud Connect/MMU, please reboot this unit next after the router lights stabilize. If you do not have one of these devices, proceed to the next step.
  3. Reboot the Cloud Connect/MMU (i.e. unplug, wait a few seconds, then plug back in) and wait for text to appear on the display. Try doing a network test again and record the messages that you see. If it goes immediately to "Success", this indicates that your Cloud Connect Advanced/Cloud Connect/MMU is reconnected to the Internet.

If all troubleshooting methods fail, please contact Tigo Energy’s Technical Support team at +1.844.805.8550, or by email at support@tigoenergy.com.

CCA/Cloud Connect/MMU Network Ports

If the local network that the Tigo data logger is connected to requires additional security, and the IT person requests to allow only specific IP addresses and ports for data logger to use, please have the IT person of the local network allow the Tigo data logger to access the following:

  • 64.62.250.0/24 on TCP 443
  • 64.62.250.0/24 on UDP 123
  • 34.193.254.249 on TCP 443
  • 34.193.254.249 on UDP 3256

These settings will allow the Tigo data logger to send data to the Tigo servers where it can then be viewed online. 

CCA/Cloud Connect/MMU Data Usage

As of February 2015 the Tigo MMU, Cloud Connect, and Fronius DM2 card's use about 10 MB of data per panel per month. So a 30 panel system uses about 300 MB per month. More information about data transfer and storage capabilities is available here.

See also: MMU Internet Connection

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