How to troubleshoot a 'Communication Offline' issue on a 3G/4G monitoring device?

A 'communication offline' message appears when we detect that the Solar Analytics monitoring device is no longer communicating with our servers or sending data to the dashboard. To find out more about it's causes, please check out the article here.

To troubleshoot this issue, please follow the steps below:

1. Please go to where your switchboard are, then locate your Solar Analytics monitoring device and the circuit breaker powering it.
   
   In most cases, the installer would have left behind a sticker with a D XXXX XXXX XXXX below or on top of the breaker. (i.e please refer to the screenshot in the 2nd point below).                                                   
   
   
2. Once you've located the device and breaker, please take note of the light indicator represented by L1, L2, L3 on the monitoring device (e.g solid or flashing). 
   • Note: If you're unable to locate the breaker, only if you are comfortable and are certain, you may turn off the entire house by switching off the mains supply circuit breaker which will turn off the electricity in your entire property and hence the monitoring device too. Otherwise, please ring your installer to help you locate it.
     
     
3. Please perform a 'power reset' on the monitoring device by switching off the circuit breaker for at least 1 minute until all three lights are off before turning it back on. 
                                                                
   
   
4. Please take note of the light indicators L1, L2, L3 on the monitoring device. You will know when the monitoring device is successfully connected when all three lights are solid and remains steady. The connection sequence is as shown.
   
   
5. Please visit Solar Analytics dashboard after 5 minutes and check that the Live Monitor is updating itself to confirm that the connection has successfully been re-established
   
   

   

In the scenario where all the three lights did not go solid after 5 minutes or the there is still 'No data' on the Live Monitor, please click on 'Contact Us' below or reply to the alert email from Solar Analytics with details of the light indicators before and after the reset and one of your support team will get back to you shortly.