If you have a Firewall for your network, see the bottom of this article for settings required.
See also these other articles about home networking, and setting Wi-Fi passwords:
- "Locating and Identifying Communications Equipment."
- "Changed WiFi or need to Reconnect your CCA?"
- "Configuring Wi-Fi using Cloud Connect menu buttons"
Identify your Tigo Data Logger
There are three data loggers available from Tigo. The type of data logger in use on your system may determine some troubleshooting steps. For example, the MMU does not have Wi-Fi support, only Ethernet.
|
Cloud Connect Advanced (CCA) |
Cloud Connect |
Management Unit (MMU) Legacy Product |
 |
 |
Step 1: Identify Type of Network Equipment in Use
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 wired network configuration involves a direct, hard-wired Ethernet cable to router connection:
- Network router
- Ethernet cable connected from router to CCA/Cloud Connect/MMU
- CCA/Cloud Connect/MMU
Non-standard network setups will sometimes include a third-party device known generically as a Wi-Fi Extender which is used to relay a Wi-Fi signal that is from a Wi-Fi Access Point/Router to a CCA.
Some networks may use a Power Line Communication Adapter in place of a home-run of Ethernet cable:
- Wi-Fi router
- Wireless Adapter (e.g. Netgear or Linksys)
- Ethernet cable connected from Adapter to CCA/Cloud Connect/MMU
- CCA/Cloud Connect/MMU
Step 2: Verify/Test Internet connectivity by running a Network Test:
For a CCA:
- Install Tigo Smart App 3.1
- Look in Create and Edit System (Configure Communication) to learn how how to connect to the CCA from your mobile device, and then how to to configure the CCA to use the network, and how to then run a Network Test.
For a Cloud Connect or Maximizer Management Unit:
- Press MENU, then ENTER
- Use arrow keys to go to menu number 3. NETWORK; then press ENTER.
- Use arrow keys again to go to 3.2. TEST; then press ENTER to start the test.
This table explains any messages shown:
|
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. |
Troubleshooting Internet Connectivity
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:
- 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.
- 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:
- Press MENU, then ENTER
- Use arrow keys to find 3. NETWORK, press ENTER
- Use arrow keys to find 3.5. RENEW, press ENTER
- A new IP address should display if the request was successful.
- Perform network test again, and see if you get SUCCESS as the result. If not, then proceed to the next step.
- 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.
Rebooting All Network equipment
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:
- 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.
- 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.
- 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 by email with system ID and street address: support@tigoenergy.com.
Firewall Settings:
Required server IP and TCP port number access:
64.62.250.0/24 on TCP 443. HTTPS - to AWS ECS server.
64.62.250.0/24 on UDP 123. Network Time Protocol (NTP), for clock synchronization.
34.193.254.249 on TCP 443. HTTPS to Tigo server.
34.193.254.249 on UDP 3256. Tigo protocol port.
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