Tigo cca not picking up 3 optimisers

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26 comments

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    Curtis Community Moderator

    Hello Daniel Thomas

    Thank you for contributing to the Tigo Community. 

    I'm sorry to hear that you are experiencing difficulties with your new CCA and TAP. What you have described will require a system review from our Support Team. I have opened a ticket for you, and they will be in contact soon. In the meantime, we thank you for your patience with this process. 

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    Daniel Thomas

    Thank you. Frustrated with it now so the help be appreciated.

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    Curtis Community Moderator

    Hello Daniel Thomas

    I have included your screenshot in the ticket. 

    You should hear back from the EU team shortly (within 24 hours). Thank you for your patience. 

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    Lee Phillips

    Hi. I have done the same thing and have the same problem. I also feel the same way as you Daniel.
    I feel like the system is not fit for purpose in the UK.

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    Lee Phillips

    This is the support ticket I have raised today (#25002):
    I am in England, so there is no requirement for Rapid Shutdown.
    I registered several optimisers on a CCA and TAP. These work ok but only if communicating with the TAP.
    I added 4 TS4-A-O modules recently and registered these on the CCA. These 4 modules worked on the day of installation and reported data to the CCA. The next day, all 4 show "No production". The other modules are working properly. The CCA & TAP were powered ON throughout.
    Could you please advise:
    1. What is happening with the 4 TS4-A-O modules?
    2. How do I fix these modules?
    3. How do I revert my whole system to a blind installation and remove the CCA & TAP. Please note that RSD is not required in England.
    I have another 8 TS4-A-O modules still in a box to retrofit to other panels and am worried that if I register these on the CCA then they will also stop working.
    Best regards
    Lee Phillips

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    Daniel Thomas

    I can see you had the same issue.
    I now have all 18 panels connected to the cca. Attempt after attempt and leaving it searching for hours on end and it found the final 3 panels.
    It’s now working and system is up and running.

    The problem I have is what you have said. I don’t need the rapid shut down.
    I didn’t know that once activated you can’t remove it!
    I have 18 panels, 4 pylontech batteries, inverter cabinet and ts4-a-o optimisers that have cost me £17k and expect long service from. All been held to ransom by a £240 cca monitoring system. That can’t be right?
    What if tigo went bankrupt and replacements couldn’t be found for failed cca units.

    As you say in your ticket, how do we go back to blind monitoring?

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    Curtis Community Moderator

    Hello Lee Phillips and Daniel Thomas,

    Thank you for your replies and your patience. 

    You are both correct. The UK does not offer the same laws based on North American NEC compliance. For this reason, the safety feature may not fit your personal needs. 

    With that being said, I have asked the Tigo Support Team to send both of you, a Disable AC Loss form. Once you have filled this out, the team should be able to make the necessary adjustments to your system, to resolve the issue. 


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    Daniel Thomas

    Update
    The tigo team have now updated my system and removed the rapid shut down feature.
    I feel much better knowing I has now gone.
    I will say the team has been good at solving this.
    I do believe that more information should be provided in the in box instructions warning of what it will do to your system and that they can remove the RSD feature but must be requested.

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    Lee Phillips

    Update from me too.
    Tigo have removed the AC shutdown as requested and also solved my problem with optimisers being shut down.
    I agree with Daniel's comments about warning and/or making it easier for non-USA installations to not use this feature
    I would also add that the documented statement about shutting down the cca and inverter in the same minute is misleading. I tested just shutting down the cca with everything else active, which resulted in all my optimisers shutting down.
    Anyway, all good now. Thanks.

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    Greg Smith Community Moderator
    Early Adopter

    Thank you, Daniel and Lee, for your updates! It is always good to hear positive outcomes from our support team, and I will pass this along. I hope this wasn't too much of a hassle. Perhaps some documentation in the shipping box is warranted for places that do not need the rapid shutdown safety feature. 

    Lee, once the TAP has talked to the TS4's then they are paired, and turning off power to the CCA will result in the TS4s shutting down as well. I am glad we got this figured out for you both, and again we appreciate the updates. This is what the Community is all about!

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    Lee Phillips

    Hi Greg. Have a look at paragraph 2 of the "Disable AC loss" form. This (and I also saw this on some other Tigo documentation) talks of 'Simultaneous' shutdown of the CCA and inverter (I also see reference to "within the same minute').
    This part of the documentation is misleading, because it implies that staggered shutdown of the cca and the inverter would keep the TS4-A-O modules active.
    If it worked this way, it would make more sense.
    Best regards
    Lee

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    Daniel Thomas

    Lee Philips how did you get on? Have you connected all panels?

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    Lee Phillips

    Hi Daniel.
    Yes, all are working and AC shutdown is disabled.
    The Tigo tech support engineer (Eran Shviro) pushed an update to my CCA and I had to wait 2 days but that reactivated the "lost" TS4-A-O modules.
    The support ticket was #249988. If you've still got inactive ts4 modules then maybe cite that support ticket and name drop Eran.
    Hope you get it sorted soon.
    Lee

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    Daniel Thomas

    Good to here that it’s sorted. All got very stressful but tigo disabled the rapid shutdown for me and I’m happy to just have the cca for monitoring.
    Good luck 👍🏻

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    Curtis Community Moderator

    Hello Lee Phillips

    What you have read in the AC Loss form, is correct. The RSD (rapid shut down) response causes all Optimizer (or MLPE units) to cease their output in under 30 seconds. With no DC production from the array, the Inverter shuts down as well. My apologies if this was unclear or confusing in any way.

    I'm glad both you and Daniel Thomas were able to have your systems adjusted for the region!

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    Duncan Alexander

    I'm having the same issue (in the UK) and glad that I came across this discussion; there is nothing in the "manual"/instructions that otherwise helps. I have raised a ticket and asked for a Disable AC Loss form; we'll see how quickly this can be actioned.

    The Rapid Shutdown system is a nuisance.

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    Daniel Thomas

    To be honest Duncan, Tigo have been great on the customer service and sorted the disabling of rapid shutdown quickly.
    Like you my heart sank at the thought of this product causing problems on my system but since they disabled it, all has been good.
    They do need to include some form of information in the box about the option to turn it off.

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    Josh Shutt

    Hello.

    I have made what I believe to be the worst purchase ever!
    Back ground.

    About a week ago I had a system installed. 16 panels with ts4-a-o optimisers and cloud connect. I have had issues with the tigos from the very beginning.

    This morning only 7 panels working. Tried all day but still only picking up 7/10panels. The other 6 are shut off.

    These images show you how it has run on consecutive days. My electrician has also told me that when he set up the cloud connect it didn’t prompt him to do an update like it has been on other occasions when setting systems up. He also advised me that I’m the uk we don’t need a rapid shutdown and should be turned off.

    Now I can’t add the images please help

    Thank you

    Josh

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    Lee Phillips

    Hi Josh.
    Tigo were very good, so don't fret.
    Raise a support ticket with them and fill out the form to have the rapid shutdown disabled.
    In the meantime, it sounds like some of your panels are out of range of the TAP.
    If the optimiser can't communicate with the TAP then it will shutdown, so dee if you can find a better position for the TAP.
    If need be, you can run discovery through the tigo app (but I may have a different account type as I installed my own)
    Regards
    Lee

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    Curtis Community Moderator

    Hello Josh Shutt,

    I see that you have opened up a ticket with our Customer Support Team.

    Our Engineers will review your system and provide the best possible resolution for you. In the meantime, we thank you for your patience!

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    Jonathan Haslam

    Hi,

    Since updating my system, I am also now having the same problem - all connected fine, now 6 out of the 34 are showing no data, I have raised a ticket request to remove this feature as well (also UK based).

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    Simon Brown

    I’m having a nightmare with it ! My tap can see the ts4 which I have 7 on one string. With a further string to be installed however trying to get the 1st string working correctly. Service has not been great from Tigo. Ticket Nr 288948.

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    Duncan Alexander

    They take a while to get picked up, I found. Give it a day or two.

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    Simon Brown

    It’s strange , it pick them up in discovery mode straight away. I assigned the ts4s to the panels on the layout but I’m getting no data from them or the app when you check them. When I check the communication it’s states a ! Symbol on module communication but no more info. Hopefully it works tomorrow as been 24hrs since we setup

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    Curtis Community Moderator

    Hello Simon Brown

    Thank you for your reply and for your patience. 

    When adding new TS4s to the system, the serials are downloaded and installed onto the CCA. If your system has previously received any other updates, the new units will receive them as well. Duncan Alexander is correct in saying that this process sometimes it takes a day or two. 

    If you experience any other issues, please reach out to the Support Team, and they will be happy to assist.

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    D-Tech Solar

    I’m so glad I found this I’m also in the UK my system has been working fine I installed a new array and it’s a bit further from the tap but all but one panel would not start today I’ve not seen this before over the three days of the new array. So I would also like the rapid shutdown feature disabled as it seems to be a nightmare in the UK ticket number #298565

     

    Filled out the Tigo form and boom rapid shut down was gone in two days start to finish now my small array is generating nearly half of my big array which is perfect for it’s sizing thanks to the Original OP’S for this thread saved me a lot of trouble! Well done Tigo hats off!

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