[RE-wrenches] Communications using the Conext Gateway

[Sandra Herrera]

Howie,
I am sorry to hear about the issues with Insight2 as well as communications with our technical support department.
We have identified connectivity issues between some gateways and Insight2, in some cases:

  1.  The Gateway stops sending data to Insight2 after firmware update
  2.  If the time setting on Gateway is different than time on Isight2, this will cause the no communication issue
  3.  Customer network connectivity, this one usually shows an intermittent connection
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.

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.
I will reach out to you directly with specific troubleshooting steps to identify the communication issues for the system.

Regards

Sandra Herrera
Sandra.herrera at se.com




From: RE-wrenches <re-wrenches-bounces at lists.re-wrenches.org> On Behalf Of Howie Michaelson
Sent: Thursday, September 12, 2019 8:07 PM
To: RE-wrenches <re-wrenches at lists.re-wrenches.org>
Subject: [RE-wrenches] Communications using the Conext Gateway


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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.
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.
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.
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.
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.
Thanks, Howie
Howie Michaelson
Sun Catcher
NABCEP Certified Solar PV Installer™
[https://drive.google.com/uc?id=1MQF8aTcFNnBR59ia5JAm1DsPHCxzNkPx&export=download]
Solar Electric Systems Sales & Service
802-272-0004

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