This article offers troubleshooting techniques to confirm that the Tigo Cloud Connect (CC) is successfully connected to the Tigo Cloud.
Contents:
- Cloud Connect Overview
- Check Router Signal and Network Extension Devices
- Interpreting Results of Network Test
Cloud Connect Overview
The Cloud Connect (CC) is Tigo's second-generation data logger and can be connected to a network via WiFi (wireless) or wired (Ethernet).
The Network Settings are controlled by the interface (buttons and LCD screen) on the front of the CC.
If you are experiencing issues with Network Connection, you will want to perform these next troubleshooting steps.
Check Router Signal and Network Extension Devices
Make sure that your router has not become unconnected with the internet, by testing the signal with another computer or WiFi connectable device. If you are connected, then the Router (and/or any associated network extension devices) may become sluggish, and not recognize IP Addresses. A Restart/Power-Cycle of all of the devices in your network will ensure a quality connection.
These devices can also become unpaired with the network (especially after a power outage). Please check to see if any WiFi extenders or mesh points are still paired with their original router.
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. |
|
"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. |
Diagnostics are being performed. |
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"Cable unplugged" |
No Ethernet connection to a router, link is 'down'. |
If connected via Ethernet cable: Check Ethernet cable connection |
|
"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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"No association with AP" |
Wi-Fi: sees the SSID named, but cannot gain access to it. |
Check to make sure the Wi-Fi password is correct Ensure Wi-Fi network security settings allow new devices. |
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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 CC is a legacy device and is no longer covered by the original 5 year warranty. However, you may Contact Tigo Support for assistance in troubleshooting the Network connection.