EG4 › Problems
EG4 system shows offline in the app or the dongle won't connect
The EG4 app shows the inverter or GridBOSS offline, or the dongle won't connect or make its setup hotspot, while the system itself keeps running. This page covers what the lights and codes mean, what to check first, and the causes behind it.
What the lights mean
| What you see | What it means |
|---|---|
| 12000XP dongle with a single flashing Wi-Fi light after the home Wi-Fi was off for a while | The dongle makes no setup hotspot and won't reconnect, while the inverter keeps working. |
| Dongle Wi-Fi light flashing green, the other two lights off, and its own Wi-Fi network not visible | The dongle is not broadcasting its own setup network. |
| Green Wi-Fi light blinking about twice a second on a dongle in a GridBOSS, with no setup network | The dongle never broadcasts a network to join, even with its serial number and PIN registered to the monitoring station. |
| Only one light lit, and the app's firmware list empty at dongle version 2.07 | The dongle has joined the home network but never reaches the EG4 cloud. |
| Only the second of four lights lit on an ethernet dongle after inverter firmware FAAB-2122 | The dongle has stopped answering at its fixed IP address. |
| Wi-Fi light solid | The dongle says it has joined the home network. It can stay solid while the dongle is not actually reaching the cloud. |
| Cloud light solid or blinking | Meant to show a cloud connection, but it has shown connected while the dongle was not registered. |
| IP light on the Wi-Fi + Ethernet dongle blinks about 20 seconds at start-up, then stays solid | The quick start guide says it blinks once a second on Ethernet and three times a second on Wi-Fi. On firmware V1.1 it doesn't show which path is in use. |
Error codes that go with this problem
| Code | What it means |
|---|---|
| W030: Grid Boss CAN Loss | Parallel communication between a FlexBOSS and its GridBOSS has been lost. |
| HTTP 500 error when registering a replacement dongle | Registering a replacement Wi-Fi dongle on the monitoring portal fails. The owner read it as the dongle's account having no default customer code. |
What to check first
- Make sure the dongle is on a 2.4 GHz network with a short, plain network name and password, with no special characters. The dongle can't join a 5 GHz network.
- From a phone or laptop, look for the dongle's own Wi-Fi network. If it doesn't show up, the dongle isn't in setup mode.
- Power-cycle the dongle and reboot the inverter, and keep trying. One dongle connected on the tenth reset.
- If your home Wi-Fi changed, log out of the EG4 Monitor app and connect the dongle again by hand with the new network name and password.
- On a Wi-Fi + Ethernet dongle with a cable plugged in, hold its reset button for 5 seconds to switch it between Wi-Fi and Ethernet.
- If the Wi-Fi light keeps flashing with no setup network after holding the reset button under the dongle 3 to 5 seconds on a 2.4 GHz band, contact EG4 support. They shipped a replacement dongle in that case.
The causes and the fixes
Partners see the causes behind this problem, most common first, the checks that tell them apart, and the fix for each, with part numbers and recent prices when a part is involved.
Manufacturer documents
- 500 Error When Registering – Technical Support Bulletins (TSB)
- EG4 Dongle Ver. DJXXXXXXXX – Technical Support Bulletins (TSB)
- EG4 Wi-Fi + Ethernet Dongle does not work on Ethernet path – Technical Support Bulletins (TSB)
- How to reset dongle on 18kPV? – Technical Support Bulletins (TSB)
- EG4 Gridboss Dongle Wifi Not Working – Technical Support Bulletins (TSB)
- Dongle unable to connec to cloud – Technical Support Bulletins (TSB)