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Device communication problems

Access to the commissioning interface​

When I go to "Controller Configuration" in the app or online portal, it says that the controller is offline.

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
When I can open the commissioning interface, but my login/password is refused when logging in.
  • 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.
I configured a fixed IP address in the controller, and now I cannot access the commissioning interface any more.

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:

Ethernet​

I cannot find the device I want to add (ethernet).

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.
I can find the device I want to add in the commissioning interface, but the controller does not connect to it.

Steps to undertake:

My device stopped communicating.

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

RS485​

I cannot find any device on the RS485 bus.

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.
I can find some but not all devices on the RS485 bus.

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.
My device stopped communicating.

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
I get the error "I/O error: read/write to disk, serial port or network failed".

Steps to undertake:

  • Check if this error persists after rebooting the controller.

P1 Meters​

I see 'not available' when selecting my p1-connection

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.
I get the error "I/O error: read/write to disk, serial port or network failed".

Steps to undertake:

  • Check if this error persists after rebooting the controller.