Communication Fault

A communication fault message appears when the solar analytics device is no longer sending data packets to the server. This is represented as 'No Data' on the daily graph and 'Data Unavailable' on the Performance page.

Some common issues that will cause a 'Communication Fault' are:

• Device is switched off or a tripped circuit breaker
• Poor 3G reception 
• Faulty device

In order to troubleshoot this issue, please follow the steps below:

1. Please perform a 'power cycle' on the device by switching it off for at least 2 minutes before turning it back on. In an ideal situation, the device should have an independent circuit breaker. However in most cases, the electrician may have powered it from one of the sub-circuit. If unsure, please contact the installer who has installed it.
   
2. Please take note of the light indicator of the device. You will know when the SC-23 is connected when L1, L2, L3 lights are solid (not flashing) and remain steady. The connection sequence is as shown:
                                                
3. Please visit Solar Analytics dashboard after two minutes and check that the Live Monitor is updating itself to confirm that the connection has re-established.

                                                     

Cases where an external antenna is required

In the event where the lights on the device are showing L1 & L2 - solid and L3 - flashing, this is indicative that it does not have adequate signal strength to connect to the 3G service.

In this case, an external antenna is required. Please visit here for more information on where to purchase them.

For any other lighting pattern, we would recommend raising a warranty support request using our 'Submit a request form' below.