Troubleshooting a 'Communication Offline' issue

A ‘Communication Offline’ message appears when the solar analytics device is no longer sending data packets to the server. If prolonged, this is represented as ‘No Data’ on the daily graph and ‘Data Unavailable’ on the Performance page.

1. What causes a ‘Communication Offline’ issue?
2. Steps to troubleshoot a ‘Communication Offline’ issue

Steps to troubleshoot a ‘Communication Offline’ issue

To troubleshoot this issue, we would recommend the person on site to perform a power reset so our support team can determine the next action required.

We have informed and provided troubleshooting steps  to your customer to action on these steps before reaching out to Solar Analytics or you.

Depending on the light indicator pattern on the monitoring device after the reset, we would recommend the following action:

1. L1 - solid, L2 - solid, L3 - flashing

   This is indicative that it does not have adequate signal strength to connect to the 3G/4G service.
   In this case, an external antenna is required. Please visit here  for more information on where to purchase them.

2. For any other lighting pattern, we recommend raising a warranty support request with the light indicators details by clicking ‘Contact Us’ below.