Device communication problems

Steps to undertake:

• Check the internet connection of the Sofar EMS. Check with your computer if you have internet on the ethernet cable attached to the Sofar EMS.
• Try scanning on the local network for the Sofar EMS with an IP scanner (see also "Accessing the commissioning interface").
• Check with the building owner (residential) or network administrator (commercial) if this is a network with fixed IP addresses. The Sofar EMS is by default configured to use DHCP. If you need to change it to a fixed IP address, first connect it to a DHCP network, and change the IP address from there to the necessary fixed IP address.
• Check if communication over the right outbound network ports is allowed. (See also "Firewall guidelines")
• Verify if the Ethernet wiring guidelines have been followed.
• If the Sofar EMS is on a 4G connection:
  • Check the 4G reception of the router. (Note, it can be on another mobile network than your phone).
  • Place the router or 4G antenna on another location.
  • Check if there is enough data in the 4G connection bundle. It is recommended to have 5GB/month available for up to three devices, plus 500Mb per additional device

• Check if the Sofar EMS is claimed in the app. See linking the Sofar EMS to your account
• Check if the account with which you try to login has access rights for the Sofar EMS. See user management
• If the Sofar EMS is not online, and you don't know the password for local login: contact your distributor to obtain the recovery password.

If you know the fixed IP address:
Configure your computer to have a fixed IP address in the same subnet (but on a different address) than the Sofar EMS. Connect your computer directly with an ethernet cable to the Sofar EMS. Do not use a switch or router. In a webbrowser, surf to the fixed IP address of the Sofar EMS. You should now be able to access the Sofar EMS.

If you do not know the fixed IP address:

• You can retrieve the IP address through mDNS. See also Option 3.2 of Accessing the commissioning interface.
• Or reset the Sofar EMS.

Steps to undertake:

• Check the network connection of the device. Check with your computer if you have internet on the ethernet cable attached to the device.
• Try scanning on the local network for the device with an IP scanner. (see also "Accessing the commissioning interface").
• Check with the building owner (residential) or network administrator (commercial) if this is a network with fixed IP addresses and if the device has the right IP address set.
• Check if the Sofar EMS and the device are in the same subnet (e.g. a Sofar EMS in subnet 192.168.1.x can generally not talk with a device in subnet 192.168.200.x).
• Verify if the Ethernet wiring guidelines have been followed.
• If you use a VLAN, make sure the device you want to add is in the same VLAN as the Sofar EMS.

Steps to undertake:

• Check if remote communication and control have to be enabled on the device. See the specific device configuration page for more information.

Steps to undertake:

• Check if the Sofar EMS is online.
• Check if the device is still online on your network.
• Make sure if the device uses WiFi that it has good WiFi reception and that the WiFi password is up to date.
• If the Sofar EMS is on a 4G connection:
  • Check the 4G reception of the router. (Note, it can be on another mobile network than your phone).
  • Place the router or 4G antenna on another location.
  • Check if there is enough data in the 4G connection bundle. It is recommended to have 5GB/month available for up to three devices, plus 500Mb per additional device

Steps to undertake:

• Check if each device on the serial bus has a unique address. See the specific device configuration page for more information.
• Check if the wiring polarity is correct. See the specific device configuration page for more information.
• Verify if the RS485 wiring guidelines have been followed.
• Check if remote communication and control have to be enabled on the device. See the specific device configuration page for more information.
• Check if the device addresses are set to high values. Some devices default to e.g. address 255, while the Sofar EMS starts searching from 1 - so it can take a while before the device is found.

Steps to undertake:

• Check if each device on the serial bus has a unique address. See the specific device configuration page for more information.
• Check if the wiring polarity is correct. See the specific device configuration page for more information.
• Verify if the RS485 wiring guidelines have been followed.
• Check if remote communication and control have to be enabled on the device. See the specific device configuration page for more information.
• Check if the device addresses are set to high values. Some devices default to e.g. address 255, while the Sofar EMS starts searching from 1 - so it can take a while before the device is found.

Steps to undertake:

• Check for loose wiring.
• If the Sofar EMS is on a 4G connection:
  • Check the 4G reception of the router. (Note, it can be on another mobile network than your phone).
  • Place the router or 4G antenna on another location.
  • Check if there is enough data in the 4G connection bundle. It is recommended to have 5GB/month available for up to three devices, plus 500Mb per additional device

Steps to undertake:

• Check if this error persists after rebooting the controller.

Steps to undertake:

• Check on the digital meter if the cable is in P1 and not connected to the similar S1 port.
• Is the USB connection on the controller inserted all the way.

Steps to undertake:

• Check if this error persists after rebooting the controller.