Slow data updates premium

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    Josine Pentin Community Moderator
    Early Adopter

    Hello Robert.

    Yes, with the Premium Plan, the Tigo CCA collects data at a 1-minute granularity for the full history of the system. However, the updates are not real-time. The process of collecting data from the CCA and sending it to the Tigo Cloud (update rate) requires a time of up to 10-20 minutes per cycle. This batching process allows Tigo to send an ample sum of data to the cloud without sacrificing overall bandwidth for other network communications.

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    Robert Beedham

    Thanks you Josine. That's great and thanks for the reply.

    It's a great system I was just checking it is working as it should

    Thanks again for the advice.

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    Permanently deleted user

    Hallo Robert, 

    TIGO stellt in der Premium-Version Daten mit einer Granularität von 1 Minute für den User zur Verfügung. Aufgrund eigener Erfahrung und Information vom Support werden Daten jedoch im Abstand von 5 Sekunden gesammelt! Das ist natürlich für die TIGO-Techniker gut, um eine präzise Fehleranalyse erstellen zu können.

    Den User aber davon nicht zu informieren, das ist für mich aber nicht o.k.

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    Hello Robert,

    In the premium version, TIGO provides the user with data with a granularity of 1 minute. Based on our own experience and information from support, however, data is collected at intervals of 5 seconds! This is of course good for the TIGO technicians to be able to create a precise error analysis.

    But not informing the user about this is not o.k. for me.

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    Thorsten Von Eicken

    > The process of collecting data from the CCA and sending it to the Tigo Cloud (update rate) requires a time of up to 10-20 minutes per cycle. This batching process allows Tigo to send an ample sum of data to the cloud without sacrificing overall bandwidth for other network communications.

    Can you please clarify? Simple tracing of network communication shows that the CCA sends a UDP packet to the cloud every 5 seconds! The CCA also performs pretty voluminous HTTPS requests to the cloud every 5 minutes.

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    Archie Roboostoff Community Moderator
    Early Adopter

    The CCA uploads to the datacenter every 10 minutes. The packets back and forth are network management, VPN, and other various keep-alive communications. 

    In the near future the CCA will upload to the data center in a more real time fashion. We will update the community when this is ready for production.

     

    Thanks for your support. 

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    Permanently deleted user

    Hallo. Hoffentlich erfolgt der Zugriff dann direkt auf den CCA. Nur das würde ich dann als Echtzeit verstehen.

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    Mika Aarnio

    New Tigo user here from Finland .  I think CCA uploads data for every 30-50 minutes to tigo cloud..  Why so big delay ?  Data gathered 12.04 , and real time was 12.45  

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    Curtis Community Moderator

    Hello Mika Aarnio

    Thank you for your contribution to the Tigo Community. 

    The CCA provides data in 10 minute batch cycles, and then the imported data is prepared for viewers (taking an additional 10 mins or more). For this reason, data is expected within 20-30 minutes from real-time. In addition, batching times may be subject to unforeseen delays within certain areas or countries. My apologies if this causes any inconvenience.

    Read more at: How fast does data update in the EI portal and does Premium speed up this process?

    In the meantime, you are encouraged to reach out to Tigo Support if you notice extreme delays. Our highly trained Engineers will review the batch times and let you know if there are any improvements that can be made. 

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    Permanently deleted user

    Hallo,

    10 Minuten zur Aufarbeitung ist schon sehr, sehr lange!

    Sie sollten Ihre Software optimieren oder die Serverkapazitäten entsprechend anpassen.

    Im Übrigen, wann werden Echtzeitdaten zur Verfügung stehen?

    Bitte um eine Antwort. 

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    Matthias Oliver
    Early Adopter

    @... - from Tigo in an earlier response:

    "The CCA uploads to the datacenter every 10 minutes. The packets back and forth are network management, VPN, and other various keep-alive communications. 

    In the near future the CCA will upload to the data center in a more real time fashion. We will update the community when this is ready for production."

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    Permanently deleted user

    Diese Aussage habe ich bereits vor 5 Monaten 1:1 erhalten. Und sie werden nicht besser, wenn man sie mit C&P wieder bringt.

    Es sollte vorrangig das Konzept überarbeitet werden! Und vor allem sollte das Performance-Problem angegangen werden.

    Wenn ich die App öffne, dann dauert es viel zu lange, bis Daten angezeigt werden.

    Aber all das muss man im Zusammenhang sehen!

    Wann werden die Echtzeitdaten zur Verfügung stehen?

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    Mika Aarnio

    Thanks for info.   Now it takes even more than 1.5 hours  to update tigo cloud.  I think some kind of data capacity issue somewhere?  My Sungrow inverter updates data in 5 seconds. They have Europe server.    Well, I am not in hurry, maybe someday it works faster.  

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    Permanently deleted user

    Mika Aarnio

    Ja, auch ich brauch den Zugriff auch nicht so dringend. Aber es ist schon etwas zäh wenn man elendig lang darauf wartet dass Daten angezeigt werden.

    Echtzeitdaten bzgl. PV-Leistung bekomme ich ohnedies vom Wechselrichter, und das wirklich in Echtzeit!

    Eine Echtzeitlösung kann nur dann gut funktionieren, wenn lokal zugegriffen werden kann, also die Lösung am CCA verwirklicht wird. Keine große Sache. Die Möglichkeit eines Zugriffes direkt auf die CCA war ja gegeben. Schade dass man nicht diesen Schritt weitergeht und dem User ein Interface zur Verfügung stellt - nur READ ONLY, ohne Möglichkeit etwas zu Verändern.

    Früher oder später wird auch dieser Zugriff wieder geknackt sein.

     

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    Permanently deleted user

    Soeben "Erweiterte Diagramme für 5 Module (Iin) aufgerufen. Die Grafik wird ja vom Server aufbereitet und dauert ca. 24 Sekunden (vierundzwanzig !!!!) bis sie angezeigt wird

    Der Aufruf erfolgte um 13.53 - die aktuellsten Daten sind von 13:08 !!!!!!! Vor 45 Minuten wurden die letzten Daten aktualisiert!

    Ich mach ein Ticket auf - vl. kümmert sich dann jemand darum.

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    David Antonín

    I have the same problem.

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    Permanently deleted user

    Die Server scheinen ziemlich überlastet zu sein. Bei mir schwankt es zwischen 15 und 60 Minuten!

    Es sind ja doch keine große Mengen an Daten die übertragen werden. Bei meinen 32 Modulen und alle 5 Sekunden werden Daten gesammelt sind das 384 Datensätze pro Minute. Die Übertragung erfolgt normalerweise alle 10 Minuten, dann sind es 3840 Datensätze mal geschätzt 0,1 kB pro Datensatz = 384 kB. Auch wenn es 1 - 2 MB sein sollten, dann müsste das Einpflegen in die Datenbank doch weit, weit schneller funktionieren.

     

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    Archie Roboostoff Community Moderator
    Early Adopter

    Hello, 

    We are aware of the current system processing delays we are having. The issue usually occurs during the peak times (Pacific time between 8-10am / Central European time between 17:00-19:00) and results in delays up to 4-5 hours in processing. We have been working on a fix for the past 4 months and have implemented a high speed data processing infrastructure for this.  We are currently sending data to both the old system and the new system. We have a few more weeks of testing and validation before we can go live with it. Our current plan has this issue being resolved by mid-February.  We apologize for these impacted systems and any problems it may have caused. This issue surfaced because we have more than doubled the systems in our monitoring infrastructure in a short period of time causing some of our processing mechanisms to slow down when we are at peak. 

    That said, while data may be slow currently, all production data is preserved and no data is lost. 

    Regarding the difference between premium and standard data. The processing delay has nothing to do with premium or not. Everyone is processed the same. Premium shows data at 1 min intervals vs 15 min intervals. Once the data is in the system and on the site, someone without premium would only see 15 min increments and would only see that data for a year back. Someone with premium would see 1 min increments and unlimited storage history. 

    If you are impacted by this issue please reach out to me here and I will make contact to see what we can do to make it up to you.

     

    Thanks 

    Archie

    VP Software, Tigo

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    Permanently deleted user

    Archie Roboostoff

    Danke für diese professionelle und vor allem ehrliche Antwort.

    Ja, die Verzögerungen sind ärgerlich. 4-5 Stunden Verzögerung bei der Verarbeitung - ja, da wurde wohl der massive Anstieg an neuen Systemen nicht

    vorhergesehen oder zu spät erkannt.

    Da EI ohnedies keine Echtzeitdaten anzeigt wird es von mit nur benutzt um eine Übersicht zu erhalten ob alles noch funktioniert.

    Für Echtzeitdaten greife ich lieber auf die Visualisierung des Wechselrichters oder auf ein Dritt-System zu.

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    Graham Bellinger

    Hi 

    I am based in the UK and see refresh in excess of 45 minutes. I do not understand why this is the case other than Tigo's lack of investment in the infrastructure. For example, inverters can supply refresh rates of 10 seconds via a cloud based systems, why cant Tigo. I don't think your ambitions are strong enough to meet customer expectations in the year 2023. 

    Why don't you allow local network access to the data? Closed door systems is rather draconian these days!!

    Regards 

    Graham 

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    Mika Aarnio

    Today I got  1.34 kWh solar powers..   But when I click Energy, it shows only 50 W.  

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    Curtis Community Moderator

    Hello Graham Bellinger

    Thank you for your reply and your concern. 

    Please scroll up to the top of this post, and you will see the Official Comment from Archie Roboostoff. He mentions Tigo's investment in infrastructure and our efforts to correct this within a certain period of time. You are also invited to contact the Support Team to inquire more about Tigo's progress with this issue. 

    In the meantime, we greatly appreciate your patience with this process. 

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    Curtis Community Moderator

    Hello Mika Aarnio

    Thank you for your reply and great question!

    It does look as if you have produced very little Energy. Each system design is unique and getting a better idea of what is happening, may require a review of your system for an individualized diagnosis. For this reason, I have opened a ticket with our Support Team. One of our support engineers will be in contact with you soon.

    Once the issue has been correctly diagnosed and resolved, please feel free to share your positive experience in this community post.

    We greatly appreciate your patience with this process. 

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    Jesse Campbell
    Early Adopter

    Seems like it has gotten worse in the last year, not better. If it took this long to improve the data processing pipelines that my team manages at my job, I would've been fired long ago. Makes me wonder what "significant investment" is actually going on here... seems like making new product is a priority, and this monitoring platform is being left to die.

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    Archie Roboostoff Community Moderator
    Early Adopter

    Today we experienced a significant delay in some of our diagnostic datasets. It caused most of the sites on the network to show no or old data. The engineering team worked to restore services and we should see improvement soon. All production information for the day should be showing up in the next 1-2 hours. 

    In February all power flow and charts will be near real time. We're just going through testing after implementing a new infrastructure. If anyone wants to connect with me and I can talk 1:1 to outline what changes have been made and what's coming please reply here and I'll set some time to talk. We will also be having a webinar to discuss this issue.

    Thanks for your patience.

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    David Morgan

    Its been terrible for a long time now, with no improvement in sight it seems. The portal which can only be classed as down most of the time due to its terrible performance is really not winning customers, probably turning them away from using or recommending Tigo in the future. In this day and age it should take a max of 2 seconds to load a page, not minutes. The sync data for Premium users should be coming through within a couple of minutes, not hours. Mine is generally 1 hour which makes diagnosing an issues impossible really and no professional will use that as its wasting their time and money on site. And yet inverter manufactures can easily run 1 to 5 minute update intervals with instant response times.

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    Curtis Community Moderator

    Hello David Morgan

    Thank you for your honest reply.

    Tigo's Cloud Development and Engineering teams are aware of the issues you have listed. As with any global update, there are unique obstacles (by region) that can cause delays to this process. For this reason, we have taken a community-by-community approach to ensure a proper and effective resolution for each user. If you live in one of the few areas that are still affected, we apologize for the inconvenience and assure you that there improvement is on the way. 

    Thank you for your continuing patience while we work tirelessly towards a solution for all international territories. 

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    Jesse Campbell
    Early Adopter

    Hi @...!

    Do you have a schedule for the rollout, or a place to look to know if we're on the new platform? I also still have multiple hour delays of data loading every couple of days, and if I am already on the new platform, I could open a ticket and/or investigate potential problems on my end, but if I'm still on the old platform I can just continue to grumble and ignore it a bit longer.

    Thanks!

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    Curtis Community Moderator

    Hello Jesse Campbell

    Thank you for your reply!

    This rollout has experienced some individualized community (or area) related issues. These affected communities will be resolved soon, but the process of attending to each one (as an individual project) has created unforeseen delays. 

    As far as ticket creation, please feel free to check in with the Support Team or Provide Feedback. The extra ticket count will help Tigo to better understand what percentage of customers are experiencing the issue, and if there are unique identifiers that affect the different communities. 

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    Dalibor Lasut

    Dobry den, cas aktualizacie je hrozny, prosim Vas spristupnite data v lokalnej sieti pre 3.stranu monitoringu, len na citanie dat, to je naozaj take hrozne pre Vas to spravit?

    Cloudove riesenie Vam robi problemy...ak to riesite tak moc komplikovane, zdlhavo...tymto davate priestor pre konkurenciu, podrzte si svoj trh, ktory ste ziskali, dajte nam moznost sirit dobre meno pre Tigo... v jednoduchosti je krasa - spristupnite data a mnoho zakaznikov Vam odlahci komunikacne linky a Vase vyvojove a technicke timy sa mozu venovat dalsej cinnosti.

    Dakujem

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    Archie Roboostoff Community Moderator
    Early Adopter

    Hello community - we are testing the new infrastructure which will have almost no delay in data availability. Our plan is to roll this out mid-February. We have been testing it for a few weeks now and working out bugs. In the meantime we are working on speeding up the existing infrastructure as well to limit the serious delays. Unfortunately due to the amount of traffic we are dealing with some days are worse than others in terms of delays. I'll keep the community updated on the progress. 

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