Tigo app not reporting production

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Greg Stiller
My TIGO app has stopped reporting production info. I cannot see it in the mobile or desktop versions. How to I reset it. The Sunny Boy app is showing production.
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    Curtis Community Moderator Tigo Employee

    Hello Greg, 

    Thank you for contributing to the Tigo Community. 

    I see that you have a ticket open with our Support Team. They will assist you in correcting the network connection issue. In the meantime, please feel free to review the Tigo Article on the CCA's LED - Status Information: 

    https://support.tigoenergy.com/hc/en-us/articles/224215048-Cloud-Connect-Advanced-CCA-LED-status-information

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    Randy Pon

    Same problem here, Tigo stop recording production 1/14/22, Apple says app was updated 1 month ago, probably not a coincidence.

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    Greg Stiller

    My problem turned out to be a hardware issue---the CCA (Cloud Connect) device malfunctioned. TIGO is sending a RMA replacement to my installer, expected to be replaced sometime Fri 1/18. That will put me w/no production for 3 weeks (the CCA device needs to function properly for the system to produce energy), which is disappointing but at least it happened in the lowest production month of the year for me. Fortunately, I am working w/a great system installation crew; they have worked hard to get me back online ASAP. TIGO, IMHO, could have been more proactive/responsive/helpful in solving my problem, especially since the defective CCA unit has basically rendered my system inoperable. Randy, I suggest checking w/your installer to see if they can help. There are several troubleshooting steps on the TIGO site you can try as well; it can help determine if it's a software issue or a hardware issue.

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    Randy Pon

    Thanks for the feedback, SMA app says I am generating a few kW and my meter is running backwards so I think this is comm or app issue.  Previously SMA and Tigo app were very close in reported generated power.  I did a network check and Tigo is properly connected to the internet via the ethernet cable.

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    Josine Pentin Community Moderator

    Hi, Randy.
    I created a Tigo help ticket for you with our technical support team. You should hear from them soon.
    Wishing you sunny days,
    Josine

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