<html xmlns:v="urn:schemas-microsoft-com:vml" xmlns:o="urn:schemas-microsoft-com:office:office" xmlns:w="urn:schemas-microsoft-com:office:word" xmlns:m="http://schemas.microsoft.com/office/2004/12/omml" xmlns="http://www.w3.org/TR/REC-html40">
<head>
<meta http-equiv="Content-Type" content="text/html; charset=utf-8">
<meta name="Generator" content="Microsoft Word 15 (filtered medium)">
<!--[if !mso]><style>v\:* {behavior:url(#default#VML);}
o\:* {behavior:url(#default#VML);}
w\:* {behavior:url(#default#VML);}
.shape {behavior:url(#default#VML);}
</style><![endif]--><style><!--
/* Font Definitions */
@font-face
{font-family:"Cambria Math";
panose-1:2 4 5 3 5 4 6 3 2 4;}
@font-face
{font-family:Calibri;
panose-1:2 15 5 2 2 2 4 3 2 4;}
/* Style Definitions */
p.MsoNormal, li.MsoNormal, div.MsoNormal
{margin:0cm;
margin-bottom:.0001pt;
font-size:12.0pt;
font-family:"Times New Roman",serif;}
a:link, span.MsoHyperlink
{mso-style-priority:99;
color:blue;
text-decoration:underline;}
a:visited, span.MsoHyperlinkFollowed
{mso-style-priority:99;
color:purple;
text-decoration:underline;}
p
{mso-style-priority:99;
mso-margin-top-alt:auto;
margin-right:0cm;
mso-margin-bottom-alt:auto;
margin-left:0cm;
font-size:12.0pt;
font-family:"Times New Roman",serif;}
span.EmailStyle18
{mso-style-type:personal-reply;
font-family:"Calibri",sans-serif;
color:#1F497D;}
.MsoChpDefault
{mso-style-type:export-only;
font-family:"Calibri",sans-serif;
mso-fareast-language:EN-US;}
@page WordSection1
{size:612.0pt 792.0pt;
margin:72.0pt 72.0pt 72.0pt 72.0pt;}
div.WordSection1
{page:WordSection1;}
/* List Definitions */
@list l0
{mso-list-id:515382978;
mso-list-template-ids:1329254684;}
ol
{margin-bottom:0cm;}
ul
{margin-bottom:0cm;}
--></style><!--[if gte mso 9]><xml>
<o:shapedefaults v:ext="edit" spidmax="1026" />
</xml><![endif]--><!--[if gte mso 9]><xml>
<o:shapelayout v:ext="edit">
<o:idmap v:ext="edit" data="1" />
</o:shapelayout></xml><![endif]-->
</head>
<body lang="EN-CA" link="blue" vlink="purple">
<div class="WordSection1">
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D;mso-fareast-language:EN-US">Howie, I share much of your frustration.
<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D;mso-fareast-language:EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D;mso-fareast-language:EN-US">I have dozens of clients using the Combox / Insight platform. The comboxes are generally solid, but insight has not been reliable for
at least a year. All sorts of randomly scrambled and contradictory data from insight - wastes the installers time when we don't have reliable data.
<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D;mso-fareast-language:EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D;mso-fareast-language:EN-US">The gateway / Insight2 looks promising, but the software has a long way to go. Reliability issues are one, but I find the layout and
overall design and ability to view and extract performance data is poor. <o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D;mso-fareast-language:EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D;mso-fareast-language:EN-US">So we have two communications options for this platform, neither are fully reliable at this time.
<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D;mso-fareast-language:EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D;mso-fareast-language:EN-US">Challenging.
<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D;mso-fareast-language:EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D;mso-fareast-language:EN-US">Kevin<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri",sans-serif;color:#1F497D;mso-fareast-language:EN-US"><o:p> </o:p></span></p>
<p class="MsoNormal"><b><span lang="EN-US" style="font-size:11.0pt;font-family:"Calibri",sans-serif">From:</span></b><span lang="EN-US" style="font-size:11.0pt;font-family:"Calibri",sans-serif"> RE-wrenches [mailto:re-wrenches-bounces@lists.re-wrenches.org]
<b>On Behalf Of </b>Howie Michaelson<br>
<b>Sent:</b> September-15-19 9:45 AM<br>
<b>To:</b> RE-wrenches <re-wrenches@lists.re-wrenches.org><br>
<b>Subject:</b> Re: [RE-wrenches] Communications using the Conext Gateway<o:p></o:p></span></p>
<p class="MsoNormal"><o:p> </o:p></p>
<div>
<div>
<p class="MsoNormal">Sandra,<o:p></o:p></p>
</div>
<div>
<p class="MsoNormal">Thank you very much for getting back to me. I really want to use Schneider equipment, but the tech support delays alone are incredibly infuriating! Good to know that you are working on it, and I understand the slow training issue.<o:p></o:p></p>
</div>
<div>
<p class="MsoNormal">On the other hand, this is an incredibly unfair and unwise way to treat your installer base! I have wasted all told probably a week of my time waiting on the phone and trying solutions that tech support has offered or suggested without
the needed information about the current state of various devices. And to release equipment onto us that hasn't been vetted enough is costly to us, and degrades my confidence in all the equipment, not to mention my clients confidence and satisfaction with
me. Schneider is obviously not the first company to experience these type of challenges, but I thought they had learned from others, including their Xantrex predecessor - now I'm not so sure. I look forward to a significant improvement in tech support. I
would think Schneider has the resources to make this happen quickly.<o:p></o:p></p>
</div>
<div>
<p class="MsoNormal">Best,<o:p></o:p></p>
</div>
<div>
<p class="MsoNormal">Howie<o:p></o:p></p>
</div>
</div>
<p class="MsoNormal"><o:p> </o:p></p>
<div>
<div>
<p class="MsoNormal">On Fri, Sep 13, 2019 at 11:55 AM Sandra Herrera <<a href="mailto:Sandra.Herrera@se.com">Sandra.Herrera@se.com</a>> wrote:<o:p></o:p></p>
</div>
<blockquote style="border:none;border-left:solid #CCCCCC 1.0pt;padding:0cm 0cm 0cm 6.0pt;margin-left:4.8pt;margin-right:0cm">
<div>
<div>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span lang="EN-US">Howie,<o:p></o:p></span></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span lang="EN-US">I am sorry to hear about the issues with Insight2 as well as communications with our technical support department.<o:p></o:p></span></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span lang="EN-US">We have identified connectivity issues between some gateways and Insight2, in some cases:<o:p></o:p></span></p>
<ol start="1" type="1">
<li class="MsoNormal" style="mso-margin-top-alt:auto;margin-bottom:8.0pt;line-height:105%;mso-list:l0 level1 lfo1">
<span lang="EN-US">The Gateway stops sending data to Insight2 after firmware update<o:p></o:p></span></li><li class="MsoNormal" style="mso-margin-top-alt:auto;margin-bottom:8.0pt;line-height:105%;mso-list:l0 level1 lfo1">
<span lang="EN-US">If the time setting on Gateway is different than time on Isight2, this will cause the no communication issue<o:p></o:p></span></li><li class="MsoNormal" style="mso-margin-top-alt:auto;margin-bottom:8.0pt;line-height:105%;mso-list:l0 level1 lfo1">
<span lang="EN-US">Customer network connectivity, this one usually shows an intermittent connection<o:p></o:p></span></li></ol>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span lang="EN-US">We are working on a new framework application that should resolve most of the problems, and this will be a firmware update for Gateway 1.05 as well as the server
update, scheduled this month.<o:p></o:p></span></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span lang="EN-US"> <o:p></o:p></span></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span lang="EN-US">As far as technical support, we are still experiencing growing pains since the move from Costa Mesa, California to Denver. However, we are hiring two new technicians
for the team in Denver, which will reduce the hold time. Unfortunately, the learning curve for a technical support representative is steep, and it usually takes several months for a new hire to get to a level of knowledge.<o:p></o:p></span></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span lang="EN-US">I will reach out to you directly with specific troubleshooting steps to identify the communication issues for the system.<o:p></o:p></span></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span lang="EN-US"> <o:p></o:p></span></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span lang="EN-US">Regards
<o:p></o:p></span></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span lang="EN-US"> <o:p></o:p></span></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span lang="EN-US">Sandra Herrera<o:p></o:p></span></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span lang="EN-US"><a href="mailto:Sandra.herrera@se.com" target="_blank">Sandra.herrera@se.com</a><o:p></o:p></span></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span lang="EN-US"> <o:p></o:p></span></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span lang="EN-US"> <o:p></o:p></span></p>
<div>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span lang="EN-US"> <o:p></o:p></span></p>
</div>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span lang="EN-US"> <o:p></o:p></span></p>
<div>
<div style="border:none;border-top:solid windowtext 1.0pt;padding:3.0pt 0cm 0cm 0cm;border-color:currentcolor currentcolor">
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><b><span lang="EN-US">From:</span></b><span lang="EN-US"> RE-wrenches <<a href="mailto:re-wrenches-bounces@lists.re-wrenches.org" target="_blank">re-wrenches-bounces@lists.re-wrenches.org</a>>
<b>On Behalf Of </b>Howie Michaelson<br>
<b>Sent:</b> Thursday, September 12, 2019 8:07 PM<br>
<b>To:</b> RE-wrenches <<a href="mailto:re-wrenches@lists.re-wrenches.org" target="_blank">re-wrenches@lists.re-wrenches.org</a>><br>
<b>Subject:</b> [RE-wrenches] Communications using the Conext Gateway<o:p></o:p></span></p>
</div>
</div>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span lang="EN-US"> <o:p></o:p></span></p>
<p><span lang="EN-US" style="color:red">[External email: Use caution with links and attachments]</span><span lang="EN-US"><o:p></o:p></span></p>
<div class="MsoNormal" align="center" style="text-align:center"><span lang="EN-US">
<hr size="3" width="100%" align="center">
</span></div>
<p><span lang="EN-US"> <o:p></o:p></span></p>
<div>
<div>
<div>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span lang="EN-US">I have a net metered battery backup Dual stack XW Pro with a Conext Gateway. The Gateway is communicating on the Xanbus netwark and I'm able to read and write
to the inverters through the gateway as long as I'm connected to it through the local area network.
<o:p></o:p></span></p>
</div>
<div>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span lang="EN-US">I was also able to register the Gateway on the Insight2 website which has retained some of the iniial data. However, shortly thereafter the gateway seems to have
stopped communicating with the insight server, or at least the server has stopped showing the gateway as connected. I know there is internet access because everything else on the LAN has connectivity.
<o:p></o:p></span></p>
</div>
<div>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span lang="EN-US">Schneider support not only has been having ridiculously impossible wait times, but when I do get through to them, they are of no help with this issue. I've made
my way to tier 3 support, but that has not helped in this matter.<o:p></o:p></span></p>
</div>
<div>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span lang="EN-US">Does anyone know if there is a trick or some reason why the gateway would stop communicating out to the Insight2 server. I've updated all the firmware of the
schneider products. This has allowed me to actually have the gateway start working properly, based on the most recent firmware update this past week.<o:p></o:p></span></p>
</div>
<div>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span lang="EN-US">I've really been happy with the XW+ inverters as well as this relatively new communication and remote programming capability that the gateway promises. I would
like to continue to use them, however, the difficulty of getting to Tech Support, no less someone that can actually help is starting to affect my decision process. Any suggestions are welcome.<o:p></o:p></span></p>
</div>
<div>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span lang="EN-US">Thanks, Howie<o:p></o:p></span></p>
</div>
<div>
<div>
<div>
<div>
<div>
<div>
<div>
<div>
<div>
<div>
<div>
<div>
<div>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><b><span lang="EN-US" style="color:#783F04">Howie Michaelson<br>
</span></b><b><span lang="EN-US" style="color:#6AA84F">Sun Catcher</span></b><span lang="EN-US" style="color:#888888"><br>
</span><b><i><span lang="EN-US" style="font-size:7.5pt;color:blue">NABCEP Certified Solar PV Installer\u2122<br>
</span></i></b><b><span lang="EN-US" style="color:#783F04"><br>
</span></b><b><span lang="EN-US" style="font-size:10.0pt;color:#444444;background:white">Solar Electric Systems Sales & Service<br>
</span></b><b><span lang="EN-US" style="font-size:10.0pt;color:#B45F06;background:white">802-272-0004</span></b><span lang="EN-US"><o:p></o:p></span></p>
</div>
</div>
</div>
</div>
</div>
</div>
</div>
</div>
</div>
</div>
</div>
</div>
</div>
</div>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><span lang="EN-US"><br>
______________________________________________________________________<br>
This email has been scanned by the Symantec Email Security.cloud service.<br>
______________________________________________________________________<o:p></o:p></span></p>
</div>
</div>
</div>
<p class="MsoNormal" style="margin-bottom:12.0pt">_______________________________________________<br>
List sponsored by Redwood Alliance<br>
<br>
List Address: <a href="mailto:RE-wrenches@lists.re-wrenches.org" target="_blank">
RE-wrenches@lists.re-wrenches.org</a><br>
<br>
Change listserver email address & settings:<br>
<a href="http://lists.re-wrenches.org/options.cgi/re-wrenches-re-wrenches.org" target="_blank">http://lists.re-wrenches.org/options.cgi/re-wrenches-re-wrenches.org</a><br>
<br>
List-Archive: <a href="http://www.mail-archive.com/re-wrenches@lists.re-wrenches.org/maillist.html" target="_blank">
http://www.mail-archive.com/re-wrenches@lists.re-wrenches.org/maillist.html</a><br>
<br>
List rules & etiquette:<br>
<a href="http://www.re-wrenches.org/etiquette.htm" target="_blank">www.re-wrenches.org/etiquette.htm</a><br>
<br>
Check out or update participant bios:<br>
<a href="http://www.members.re-wrenches.org" target="_blank">www.members.re-wrenches.org</a><o:p></o:p></p>
</blockquote>
</div>
</div>
</body>
</html>