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Cloud Connect error code troubleshooting

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Gal Bauer
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During the discovery process the Cloud Connect (CC) may encounter an error that will be displayed on the LCD. Many of the error codes reflect problems with installation, therefore it's important to troubleshoot these and make sure the discovery process can be completed before leaving the site. 

 

Error Number Description
1 Number of Gateways found does not match configuration.
                                          
  • Verify that number of Gateways installed matches the configuration, or modify configuration file if the number of Gateways was entered incorrectly.
    • If you configured your system online, you should be able to view the number of GWs configured in the installation wizard (go to 'My Installations' > 'Pending systems' > select the system you're working on and press 'configure'). If you configured the system via the Tigo SMART App, click 'back' until you see page asking how many modules and how many GWs
  • If the numbers match but the error persists, check Gateway wiring and termination
2 Problem communicating with Gateway
 
  • Check Gateway wiring and termination
  • The terminating resistor should be installed on the last Gateway in the chain
  • Older Gateways need to have the jumper set inside (last Gateway only)
3 Problem communicating with Gateway
 
  • Check Gateway wiring and termination
4 Problem communicating with Gateway
 
  • Check Gateway wiring and termination
5 No available wireless channel for Gateway
 
  • Call Tigo technical support for advanced troubleshooting. Click here for contact information.
6 Problem communicating with Gateway
 
  • Check Gateway wiring and termination
7 Problem communicating with Gateway
 
  • Check Gateway wiring and termination
8 Problem communicating with Gateway
 
  • Check Gateway wiring and termination
9 Problem communicating with Gateway
 
  • Check Gateway wiring and termination
10 Problem communicating with Gateway
 
  • Check Gateway wiring and termination
11 Discovery incomplete - lost communication between Gateway and smart modules
 
  • Check proximity to modules
    • Check RSSI map via laptop or your Smart Phone to verify all units have RSSI of at least 80 (RSSI = Radio Signal Strength Indicator). If you see dark blue + grey area on your RSSI map it's a good indication that you should improve the GW position, or add an additional GW
  • Check Gateway wiring and termination
  • Ensure that all smart modules are powered on, and allow enough time for Discovery to complete before sunset
12 Problem communicating with Gateway
 
  • Check Gateway wiring and termination
13 Discovery incomplete - lost communication between Gateway and smart modules
 
  • Check Gateway wiring and termination
  • Ensure that all smart modules are powered on, and allow enough time for Discovery to complete before sunset
14 No available wireless channel for Gateway
 
  • Call Tigo technical support for advanced troubleshooting. Click here for contact information
15 No available wireless channel for Gateway
 
  • Call Tigo technical support for advanced troubleshooting. Click here for contact information
16 Problem communicating with Gateway
 
  • Check Gateway wiring and termination
17 Discovery finished but found no modules
 
  • Check proximity to modules and run Discovery during daylight hours
18 Minor Discovery error
 
  • Restart Discovery from Tigo SMART App or Cloud Connect
19 Minor Discovery error
 
  • Restart Discovery from Tigo SMART App or Cloud Connect
20 Problem communicating with Gateway
 
  • Check Gateway wiring and termination
21 Problem communicating with Gateway
 
  • Check Gateway wiring and termination
22 Problem communicating with Gateway
 
  • Check Gateway wiring and termination
23 Configuration file missing or incomplete
 
  • Verify that optimizer bar codes were entered correctly in system configuration
    • Go to 'My Installations' and under 'Pending Systems' find your site and press 'Configure'. Go to 'System Mapping' and make sure you have all the barcodes entered correctly; no typos or empty spaces. Also notice that MAC IDs must be exactly 16 characters long, and contain only the digits 0-9 and uppercase letters A-F. Once done hit 'Save' and restart discovery on the CC using the Tigo SMART App or the LCD menu options: 2. control > 1. discovery.
24 Lost communication with Gateway
 
  • Restart Discovery and call Tigo technical support for advanced troubleshooting if error persists. Click here for contact information
    • Restart discovery on the CC using the Tigo SMART App or the LCD menu options: 2. control > 1. discovery
25 Lost communication with Gateway
 
  • Restart Discovery and call Tigo technical support for advanced troubleshooting if error persists. Click here for contact information
26 Lost communication with Gateway
 
  • Restart Discovery and call Tigo technical support for advanced troubleshooting if error persists. Click here for contact information
27 Problem communicating with Gateway
 
  • Check Gateway wiring and termination
28 Optimizer bar code(s) entered incorrectly
 
  • Verify system configuration and check for typos in bar code entry
  • MAC addresses must be exactly 16 characters long, and contain only the digits 0-9 and uppercase letters A-F
29 Optimizer bar code(s) entered incorrectly
 
  • Verify system configuration and check for typos in bar code entry
30 Duplicate optimizer panel label(s)
 
  • System configuration contains duplicate entries
    • Tigo panel labels are letters followed by numbers, such as A1, ZZ99, and so on
31 Duplicate optimizer panel label(s)
 
  • System configuration contains duplicate entries

 

 

If you have any further questions, please contact us.

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