This article covers potential internet connection issues, you may experience with the Tigo legacy data logger Maximizer Management Unit (MMU).
The Tigo MMU is the first generation of data logger, and it requires a wired Ethernet connection (no WiFi offered). This makes troubleshooting fairly simple, as it can be broken down to a few steps:
- Check the Cable Connection and Network Extension Devices
- Check the Router's Connection with the Internet
- Interpreting Results of Network Test
Check the Cable Connection and Network Extension Devices
A non-communicating MMU may simply be due to a disconnected ethernet cable, or an unpaired network extension device (PLC, WiFi Relay, etc). The first thing you will want to check is the ethernet cable going from the MMU, to your home's internet router.
If the MMU is properly connected, check to see what it is connected to. If it is plugged into a linked network extension device, you will want to check to see that the extension device is still paired to the router.
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If Ethernet cable is connected to a WiFi Extender
the extender may have become unpaired with the network
Follow manufacturer's instructions, to reconnect -
If Ethernet cable is connected to a PLC Adapter
PLC adapters are a common Ethernet solution. They plug directly into an outlet, and relay network signal over the existing electrical wiring in the house.
PLC adapters lose connection with each other during power outages. They can be reconnected by following the original manufacturer's pairing directions (found online). Simply enter the make and model of the PLC adapter into a web search, including terms like "reconnect" and "Pairing Directions." You will find many sites and even instructional videos to help you get the devices reconnected.
Check the Router's Connection with the Internet
A router can become disconnected with the internet, or even become sluggish and not recognize IP addresses. Try these steps to confirm 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 address
If your settings are correct and you are still not passing data to the cloud, please contact your IT Administrator or Internet Service Provider (ISP). The service may not be allowing outbound access to the MMU (the network MAC ID of the MMU is the same as it's 12 digit Serial Number)
Run Renew Command
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This process verifies and renews the IP address. If the IP address number come up, proceed with directions (below). If not, there may be an issue with the system seeing the router (connection, etc)
Run Re-Start Command
If your MMU is connected to a router, and you have good signal (but are still not able to get your MMU online), try a manual Re-Start Command by using the keys on the front of the MMU. This command will release any old cached information that may be interfering with your data transfers.
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Please perform these keypad functions, as simply unplugging the device does not refresh the processor cache.
Run Network Test:
After restarting the MMU and the network, you may perform a Network Test to confirm success:
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Interpreting Results of Network Test
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Message |
Description |
Corrective Action |
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"Connecting..." |
Trying to access Tigo Energy's server. |
During testing. |
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"Success" |
Cloud Connect/MMU has successfully accessed the server. |
The Tigo servers are responding |
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"Error: Checking" |
Cloud Connect/MMU could not connect to the server and is diagnosing the cause of the problem. |
Diagnostics are being performed. |
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"Cable unplugged" |
No Ethernet connection to a router, link is 'down'. |
Check the Ethernet cable to Router. Check Wi-Fi Ethernet Adapter. Check Ethernet over power-lines adapter. |
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"No IP address" |
Cloud Connect/MMU is not receiving an IP address from the router. |
Check Ethernet connections: The cable is plugged into the router. The router is 'ON'. Ethernet PLC (power-line) adapters are connected ('paired') with the partner unit. Restart the management unit's network by either 2.4 "Restart" (full restart that takes a few minutes) or 3.5 "Renew" (logger request IP address from Router) |
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"Check proxy svr" |
Logger is configured to access the web via an HTTPS proxy server, it is not responding. |
Verify proxy settings on Cloud Connect/MMU. If the site does have a proxy server, verify it allows access to *.tigoenergy.com. Re-run network test. If a site has no proxy server, turn proxy server usage OFF by using Menu: 3.4 "Set Proxy" on Cloud Connect/MMU menu > "Are you sure?" press ENTER for Yes > "Proxy Server?" press MENU for no. |
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"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) |
Check the Ethernet connection to the router. Verify that the configuration of the router allows the logger to access the network. Re-run network test to confirm if fixed. |
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“Cannot ping GW” |
The default gateway did not respond to ping. May not be a problem depending on router configuration. |
Check Ethernet connection of cabling at the router. Re-initiate network test. |
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“Cannot ping DNS” |
A public Domain Name Server (DNS) server (8.8.8.8) is not responding. Possible inability to connect to the internet. May not be a problem depending on router configuration. |
Ensure Ethernet cable is connected from the router to the modem. If other devices in the house are not connected to the internet, call your service provider for assistance. Maybe a problem with the modem or router. |
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“Cannot ping Tigo” |
Cannot exchange ICMP packets with Tigo Cloud. May not be a problem depending on router configuration. |
Contact Tigo Energy’s Technical Support team by email at support@tigoenergy.com. Provide System ID or street address. |
Disclaimer: The Tigo MMU is a legacy device and is no longer covered by the original 5 year warranty. However, you may Contact Tigo Support for assistance in diagnosing or clarifying the issue you are experiencing.