TS4-A-O not reporting production

Comments

13 comments

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    Greg Smith Community Moderator
    Early Adopter

    Hi Kristian, a grey-colored module on your app means that there is a communication break, not a malfunctioning TS4. The most likely causes are bad wiring between the CCA and TAP or obstructions that may be obstructing the TAP RF signal to the TS4's. The good news is that you are not losing power. Your installer needs to check all the communication wiring in the system. Hope this helps!

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    Curtis Community Moderator

    Hello Kristian, 

    To be precise: A grey colored PV-Module on your app (or online portal) is displaying a break in communication between the MLPE unit, and the TAP (Tigo Access Point, on the roof. This can be due to a myriad of reasons. 

    However, if the unit has been changed out several times but never seems to communicate, it may be due to something very simple.... A lack of Serial Number entry (by the installer). 

    Tigo Serial Numbers are short renditions of the MLPE's Mac ID address. The CCA and TAP both require that Mac ID, in order to find and communicate with the MLPE unit. If an MLPE is replaced and the number is not updated in your Tigo Portal, then the new unit will never communicate with your system. 

    Since there is no communication coming from the unit, we will not know if it is producing, until it starts reporting data. 

    I have opened up a ticket with our Support Team, and they will confirm if this is the issue. In the meantime, we thank you for your patience with this process. 

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    Liam Bailey

    Hi did you get to the bottom of this as I have exactly the same problem. I thought maybe a faulty panel?

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    Kristian Karlsson

    Hi Liam, no. The designer of my system (an independent consultant) was out here a few months ago and they exchanged the unit again and installed an additional antenna which didn’t help. I think they are at a point where they have almost given up. They say the panels affected are producing energy, it’s just the statistics that aren’t showing correctly. I am at a loss of what to do. I wish Tigo could log into my system and search for the problem in case it’s my people who are clueless but I don’t know how to get there.

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    Louise Bentley

    Kristian, I would search for a solar electrician to come out & take a look at what Tigo has said here and what you have. Sometimes fresh eyes are needed. 

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    Kristian Karlsson

    Curtis - would it be possible for you to log into my system and see if there is some error with the serial number of the affected array?

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    Enzo Francic

    Hi Kristian,

    Thanks for notifying the problem once again. I have forwarded the request to our support team, which will review the work done on the last encounter and suggest a resolution asap. 

    Thank you,

    Enzo

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    Uwe Nitsche

    I have exactly the same problem

    An array of 24 panels and 2 not reporting anything

    I have placed the TAP directly underneath the failing TS4-A-O units but no luck.

    Just for test I entered a serial number from another array and sure enough it picked it up right away and that was some 12 meters away from the TAP!

    When I switched it back to the original serial number it went grey again.

    Note that the yellow bar that appered from the nearby array remained after I swithced it back, so a small bug in the software

    Any advice how to do deeper analysis, other tan just keep replacing the TS4 units?

    See image below

     

     

    UPDATE Feb 17

    Two new TOGO TS4 installed by PV installer

    Scan now finds all 24 modules, but the new TIGOs are still not reporting any data. 


    UPDATE Feb 17 (later)

    After contacting Support the modules have started reporting data and all is working. 

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  • Avatar
    Enzo Francic

    Dear Uwe,

    Thanks for notifying it. I'd suggest opening a ticket from our help center. Our support team can check the history of your optimizer and identify the issue where possible. 
    Also, panel A17 does not have the yellow bar on the bottom of the PV display. This occurs when the optimizer has never been found by the TAP at any point in time. The issue might be simply a typo in the insertion of the TS4 serial number. 
    In this article, you can find more information on the topic, https://support.tigoenergy.com/hc/en-us/articles/7206364499091-PV-Module-Colors-What-do-they-mean-

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  • Avatar
    Greg Smith Community Moderator
    Early Adopter

    Hello everyone! The best thing to do is to go through our service team- they can dig into the system to see what is happening.

    The fact that your installer has swapped out this TS4 three times, and there is still an issue on that exact module, tells me that it is not the TS4 malfunctioning but something missing in the setup, as Curtis and Enzo mentioned earlier. 

    A loose analogy is screwing in 3 light bulbs that all blew as soon as you turned on the light switch. It is plausible that you got three bad light bulbs, but very improbable. There is something else causing them to blow. Our units have a 0.1% failure rate, so three bad ones in a row doesn't seem right. But that is for our service team to figure out!

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    Sheldon Ramkissoon

    I am having same issue. Do we need to contact support or is there a solution we can fix ourselves? Many thanks

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  • Avatar
    Greg Smith Community Moderator
    Early Adopter

    Hi Sheldon, depending on the issue, we cannot allow non-qualified personnel to troubleshoot or repair our equipment. Lethal voltages are present, and we wouldn't want you to get zapped! Contact our support team and let them try to walk through the issue.

     

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    Archie Roboostoff Community Moderator
    Early Adopter

    Our teams can reallocate the communication channels to optimize this to make them get back on comms. 

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