Service Tip: What If the Connection to Sunny Portal Doesn’t Work?

From on January 6, 2015 in Category Service with 89 Comments
Sunny Portal

A faulty or nonexistent connection from the inverter or Sunny Home Manager to Sunny Portal can occur for several reasons. In this post, we present a brief tutorial to help you restore the connection quickly. If something goes wrong, simply follow the steps below. It’s a good idea to rule out these potential sources of errors before calling the SMA Service Line.

 

1. Download the Current Firmware

Is your inverter operating with the current firmware version? Please check the SMA Download Area (link) to see whether there has been a recent update. If so, download it. Firmware can be installed via Bluetooth® using the Sunny Explorer software.

 

2. Double-check: Does the inverter have a valid IP address?

Please also be sure that the DHCP (Dynamic Host Configuration Protocol) setting is activated in the router and that the inverter has been assigned a valid IP address.
An example of an invalid IP address is an address that starts with the numbers 169.254.xxx—this is a “fallback address,” which is assigned if the router has not given the inverter a valid IP address.

Then check the inverter’s network settings via Sunny Explorer or obtain them from the inverter’s display. Also make sure that all network cables are plugged in and locked and that the inverter is feeding in properly (green LED is lit).

If these steps do not solve the problem, and you do not receive a valid IP address, please proceed as follows:

 

3. Assign a static IP address

Assign the inverter a static IP address outside the DHCP range and test whether the inverter now transmits data to the Sunny Portal. Keep in mind that the automatic configuration feature in the inverter must be set to “No.” You can check this, for example, with the Sunny Explorer software.

Important when using a DLAN adapter (Powerline): Is the device multicast-capable?

As a rule, if fiber media converters (DLAN, WLAN, etc.) are used, SMA cannot guarantee that the Webconnect or Speedwire connection will function properly in all cases. This is because some adapters are not multicast-capable or do not support the required Internet Group Management Protocol (IGMP). For this reason, we recommend connecting the Sunny Home Manager to the router with a direct connection (cable without an adapter), if possible.
As a precaution, ask the fiber media converter’s manufacturer whether the devices are multicast-capable and support the IGMP protocol in at least Version 2.

Background: Unfortunately, some media converters, such as a DLAN adapter, “forget” the credentials of Webconnect inverters or the Sunny Home Manager, for example, within a few minutes. As a result, in some cases a request from Sunny Portal can no longer reach the device, because the fiber media converter does not know where to send this request. In this case, your only option is to disconnect the adapter from the network for a short time and then reconnect it. If that does not work, you’ll have to purchase a new adapter that is IGMP-capable.

Of course, if these suggestions don’t resolve the problem or you require assistance, you can always consult our colleagues at the Service Line. Ideally, you will have already checked the items listed above.

 

Our Service Line will also need the following information:
  • the type of router
  • your Internet service provider
  • the type of connection (DSL, UMTS, etc.)
  • the structure of your network (components, such as switch, DLAN, WLAN)
  • portal gateway / data logger

 

User Manuals

SUNNY HOME MANAGER in SUNNY PORTAL

Webconnect Systems in SUNNY PORTAL

Monitoring and Visualization of Plant Data – Micro Inverters in SUNNY PORTAL

 

Did you find this tutorial useful? Do you have any questions or suggestions? If so, please enter them in the Comments section.

 

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89 Comments

  • avatar

    Carlo

    August 16, 2017 at 19:57

    Hi
    Since August 14th our inverter (STP 12000TL-20 485) has no connection to your portal solution.
    The Sunny Explorer tells me (under “instantaneous values”/”System Communication (Solar Inverter)” that a valid IP-address is set and the status is OK (speed 100 Mbit/s). Under “External Communication (Solar Inverters) the Webconnect Status is “Faulty Communication”.

    Could you please tell us where the problem is?

    Thanks and kindest regards
    Carlo

    Reply »
  • avatar

    Becky Goldsmith

    July 23, 2017 at 15:58

    We have 2 Sunny Boy inverters that were installed in July 2016 & activated in late Sept 2016 after net meter installed. Monitoring data was GREAT until April 17, 2017, when we lost data transmission from one of the two inverters. Spotty data from the other inverter with NO DATA AT ALL since mid June!

    Local installer has tried to resolve issue in May to no avail–blue light is constantly on (good web connection) and manual monitoring on meter panels reveals no obvious production issue. We would very much like to be able to monitor production on our computer again. THANK YOU!

    Reply »
    • avatar

      Jennifer Rößler

      July 24, 2017 at 08:15

      Hello Becky,
      The best way to solve this problem is to contact our Service Line. Our colleagues can assist you.
      Kind regards, Jennifer

      Reply »
  • avatar

    Silvio Ardito

    July 22, 2017 at 00:51

    After 6 years from the installation, a lightning bolt burned the Webbox / rs485; After 2 weeks I replaced it. So on SunnyPortal there are no production data, how do I upload them? Thank you.

    Reply »
    • avatar

      Jennifer Rößler

      July 24, 2017 at 08:07

      Hello Silvio,
      this individual problem is solved best if you contact our service. Our colleagues will beglad to assist you. Just select your country here to find the right phone number or contact them with our Online Service Center.
      Kind regards, Jennifer

      Reply »
  • avatar

    lasantha

    July 13, 2017 at 07:08

    hi
    im in sri lanka,i just installed a Sunny Boy 5000TL-21 and web connected it,in the sunny portral it shows me the current power,but i cannot see the total/year/month/day power diagram.
    when i click the info it shows me

    The diagram could not be completely created.

    In the following channels, which are to be used ‘Total yield’ for channel calculation, the following problems have occurred:
    SB 5000TL-21 588 Data logger object energy: Raw data for the display period are not available.

    Pls let me help to slove this problem
    Thank you

    Reply »
    • avatar

      Carolin Rost

      July 13, 2017 at 07:39

      Hello Lasantha,
      Please contact our Service Line or use our Online Service Center, because it seems to be an individual problem.
      Kind regards,
      Carolin

      Reply »
  • avatar

    Abdelkarim

    May 19, 2017 at 15:55

    Hi,

    How to connect two different inverters to sunny portal with a switcher connected to a router to monitor them one by one (2 different sunny portal pv systems at the same router)?

    Reply »
    • avatar

      Jennifer Rößler

      May 22, 2017 at 07:50

      Hi Abdelkarim,

      If you want to monitor both units separately and you don´t have to consider power limitation control etc., please assign different passwords for both devices. Afterwards, you should be able to create two different pv systems at Sunny Portal using the Sunny Portal Assistant.

      Please do not hesitate to contact our Service Line (+49 561 9522-2499) if you have further questions.

      Kind regards, Jennifer

      Reply »
      • avatar

        Abdelkarim

        May 23, 2017 at 17:24

        Hi,

        I tried to make different passwords but the problem is always their.
        I have succeeded finally to register the two inverters to sunny portal yesterday and they worked fine. But since today at 5a.m (when they started producing again) the SB2.5 is no longer connected to sunny portal.

        Best regards,

      • avatar

        Jennifer Rößler

        May 24, 2017 at 11:50

        Hello Abdelkarim,

        Regarding this communication issues, it is advisable to clarify the next steps for troubleshooting in a personal dialogue.
        Please therefore contact the Service Line in charge. Here you can find an overview of all contacts.

        Our colleagues will be glad to assist further. To help them process your request as soon as possible, we kindly ask you to provide them additional information about your plant configuration.

        Kind regards, Jennifer

  • avatar

    Chris Coleman

    April 16, 2017 at 19:24

    My SB 3000TL-21 successfully sent data from installation on 23 or 24/03/17 until some time on 11/04/17, though there were a few error messages before that. Looking at the log, I see (amongst other things):

    “Default gateway not configured”, “DNS server not configured” and “no connection” on 03/04/2017 and again on 06/04/17.

    From then on, “registration of the SIP registry has not responded” appears hundreds of times until 11/04/17. Then, until today, there were no further log entries and the daily e-mails showed no data from the previous day. However, there was no “communication fault” e-mail until I disconnected the ethernet cable for a full day. This brought about the log entry, “Communication fault: Contact to the device is overdue (last receipt of data: 15/04/2017 15:49:00)” and then, when I reconnected the ethernet cable, “Communication with the device restored.” But there have been no log entries since then and still no data either.

    Despite the message, “last receipt of data: 15/04/2017 15:49:00”, there has actually been no data shown since 11/04/17.

    Can you help me to restore proper communication between the inverter and Sunny Portal?

    Reply »
    • avatar

      Annika Linke

      April 18, 2017 at 09:00

      Hi Chris,
      I am afraid but I cannot give you a helpful answer on the blog. You should ask our Service Line by using the contact form.
      Thank you and kind regrads,
      Annika

      Reply »
      • avatar

        Casey

        May 2, 2017 at 02:13

        Hi,
        I was wondering the best contact form for the service line for Australians.
        Thanks, Casey

  • avatar

    Alpri

    April 12, 2017 at 10:58

    Hello,
    I have a problem about registration sunny webbox to sunny portal.
    I try register, but failed and no response to sunny portal.
    Please your information

    Best regards
    Alpri

    Reply »
    • avatar

      Annika Linke

      April 13, 2017 at 13:36

      Hi Alpri,
      please contact our Service Line for direct help. Thank you.
      Kind regards, Annika

      Reply »
  • avatar

    Jacque

    March 20, 2017 at 11:27

    Hi, I have a webbox monitoring 3 sunnyboys. About a month ago, I had issues with my internet connection, so the webbox could not upload data to sunnyportal. I fixed the internet connection so it’s working again now for the last few days and it is uploading data again, but I am missing about 3 weeks worth of data on sunyportal. If I check the webbox using my browser, I can see it has daily totals for all those days, but if I look on sunnyportal, the data for those days is missing. How can I force the webbox to upload the data?

    Reply »
  • avatar

    Frits

    March 8, 2017 at 12:02

    Hello there,
    Since march 2013 I have a Webconnect module in my Sunny Boy 4000TL-21. Worked fine with Sunny Explorer as well with Sunny Portal. But in november 2016 I lost contact with Sunny Portal. Somewhere in the FAQ I read that the possible cause could be assigning dynamic IP by my router (ASUS R7000). And so I changed the IP to static using Sunny Explorer. But(!) without checking that the proposed IP was within the range of my router! Since then I lost the connection with Webconnect completely.
    Can you tell me how to restore? Or: What is the default proposal that Sunny Explorer (version 1.07.29) made to change to a static IP? Or: Is it possible to reset Webconnect to factory setings?
    Best regards,
    Frits

    Reply »
    • avatar

      egonvanos@yahoo.com

      March 9, 2017 at 15:57

      Hello Frits,

      The static IP address for the Sunny Boy must be in the same network as the router.
      Further it is recommended that the static IP address for the Sunny Boy is outside the DHCP range.

      e.g router: 192.168.178.1
      dhcp range: 192.168.178.10 to 192.168.178.100

      static-ip for Sunny Boy : 192.168.178.101

      If you entered e.g. 192.168.120.101 as static IP address the Sunny Boy will not be part of your network and be unreachable.

      May be you can solve the problem by connecting the Sunny Boy directly to your computer and use Sunny Explorer to create a new installation (Use a temporarily installation name !!)
      Sunny Explorer will search for installations and show the IP address.

      Select this IP address and complete with the installation.
      After the installation has completed you can login as user with your user password.

      Then correct the IP address to complie with the rules i gave above.

      After that you can reconnect Sunny Boy and PC to your network again and give it a try.

      Good Luck,

      Egon van Os

      Reply »
  • avatar

    Osman

    February 21, 2017 at 12:33

    Dear SMA, im intaller, last 2-3 weeks my systems internet connections are one by one doesnt connect to portal. When i checked last reports, i saw after updating systems are doesnt connect one more
    What i should do,
    Thanks

    Reply »
    • avatar

      Viktoria Mai

      March 8, 2017 at 14:26

      Hello Osman,

      this is a specific problem, which we can not solve here. Please contact our Service Line (the appropriate number can be found here by selecting a country).

      Kind regards,
      Viktoria

      Reply »
  • avatar

    Ionut

    November 13, 2016 at 23:49

    Hi, I’m living in NY and I have a new Sunny Boy SB 5000TL inverter …I just bought a new web connector card and I follow all steps in order to register my inverter…unfortunately after more then 4 hrs I got same error message saying “At present no connection for this device is possible…check internet connection and try again”….I have to say I checked my internet connection toon with a laptop and everything seems ok…also I’m getting right info on display regarding IP address….my question is what is the problem I can’t register my device since everything is new?

    Reply »
    • avatar

      Lucas Unbehaun

      November 17, 2016 at 10:18

      Hi,

      please contact the service of SMA America, the colleagues there can help in case of individual problems.
      You can reach them via Mail: Service@SMA-America.com,
      or via phone: +1 877-697-6283.

      Regards, Lucas

      Reply »
  • avatar

    kelum

    September 28, 2016 at 08:21

    Can i know, How to apply proxy setting to my SMA inverter

    Reply »
    • avatar

      Lucas Unbehaun

      September 28, 2016 at 09:02

      Hi Kelum,

      I already answered to your question via facebook, please have a look to your messenger.

      Regards, Lucas

      Reply »
  • avatar

    muhammad faizan

    August 24, 2016 at 16:38

    my system was performing fina but suddenly my data is not uploading over sunny portal although i can see my inverter data over webbox page but unable to see over sunnyportal
    kindly guide me for next.

    Reply »
    • avatar

      Lucas Unbehaun

      August 29, 2016 at 10:17

      Hi Muhammad,

      Regarding komplex communication issues, it is advisable to clarify the next steps for troubleshooting in a personal dialogue.
      Please contact therefore directly our Service Line by dialing +49 561 9522 1499, Monday through Friday from 8:00 to 16:00. Our colleagues will be happy to assist you.

      Regards, Lucas

      Reply »
      • avatar

        Muhammad Faizan

        September 20, 2016 at 06:22

        Thank you Lucas Unbehaun for your kind reply.

  • avatar

    Raghunath

    August 23, 2016 at 08:43

    Dear Sir,

    Some of our Sunny portal Administration rights are with our Ex-employee we want to revert it to our company what is the procedure and how should we give get back our accounts.

    With Best REgards

    V.Raghu

    Reply »
    • avatar

      Lucas Unbehaun

      August 31, 2016 at 09:12

      Hi Raghu,

      We kindly recommend that you to contact directly the Service Line in your country.

      Please follow the link to select the correct Service Line. Our colleagues will be glad to assist further.

      Kind regards,
      Lucas

      Reply »
  • avatar

    David Morman

    July 5, 2016 at 20:24

    Like others have reported, I just noticed my inverter has not been communicating since early June 2016. It had worked fine before that since it was installed in November 2014. I have a SB 3000TL US 22 inverter. The inverter panel shows a speedwire connection but no Webconnect function. The blue light is off. I have a NetGear Range Max Next Wireless N router. My internet provider is Bend Broadband. All other Sunny Portal functions work on my computer. Just no data for the last month. I turned the inverter off and on and also removed and reattached the cable from the inverter to the router with no change. I haven’t tried the firmware upgrade as the instructions seem a little complex for me. Any assistance you can provide will be appreciated.

    Reply »
    • avatar

      Lucas Unbehaun

      July 6, 2016 at 13:59

      Hello David,

      please contact my colleagues on the service line of SMA America, they will be happy to help you.
      You can reach them via Mail at Service@SMA-America.com or via phone: +1 877-697-6283.

      Kind regards, Lucas

      Reply »
  • avatar

    Peter Dsouza

    May 30, 2016 at 21:34

    Very frustrated new SMA9000TL-US owner! Solar Technician connected a CAT5 Ethernet cable from the speedwire SWPB-US-10 piggybacked inside the SMA9000 into a Comcast Xfinity Gateway 8305C. The yellow LED is flashing rapidly on the back of the Gateway modem, showing a good Ethernet connection. Both the SunnyPortal (Germany) and the Sunny Explorer are unable to communicate with my SB9000TL-US. Error message says to check the internet connection. Local SMA technician made me download the IEDCA software. Still no solution. Help!

    Reply »
    • avatar

      Annika Linke

      May 31, 2016 at 08:35

      Hi Peter,
      I am really sorry that you are not satisfied with the SMA9000-TL-US. I know that you are still in contact with our Service Line in US. So I am very optimistiuc that my US colleagues will help you.
      Kind regards,
      Annika

      Reply »
      • avatar

        Peter Dsouza

        May 31, 2016 at 19:25

        Hi Annika,
        Thanks for this “corporate” response. Problem is: your US colleagues took 3 days off for holidays, while I was suffering in pain over this nightmare. Very slow response and very slow to help me! I have paid HUGE money for this SMA9000TL-US. I am really struggling to get this device to communicate correctly with my desktop in my home. Robert Burns from your SMA Rocklin CA facility is attempting to help me. No solution yet! It has been 5 days now! I have tried everything I could try by myself. I have downloaded the SMA connection assist software from your http://www.sma-america.com website. It made some changes to my communication parameters. No cigar! Still does not work. I have sent “screen shots” of my error messages to SMA tech help Robert Burns. No response. I am very frustrated with all this nonsense. Why is it soooooooooooooooooooooooo difficult to connect an SMA9000TL-US to my desktop via Ethernet????????????????

      • avatar

        Peter Dsouza

        May 31, 2016 at 21:52

        Also Annika,
        I have to let you know that I have called your SMA help line 5 times over the last 2 days. Each time, they leave me on hold for fully 45 minutes, before they care to even pick up the phone! This is not good for SMA’s reputation. How can you guys allow this substandard situation to continue? You obviously desperately need more technicians to answer on your help phone lines! You guys did the same thing when my solar installer called your tech help line: made him wait on hold for 45 minutes….. you guys have got to be kidding!!!!!!!!!!!

        I am a very very frustrated SMA customer right now……………

      • avatar

        Peter Dsouza

        June 1, 2016 at 20:19

        Hi again Annika,
        Still no response from your US tech support line! I am waiting now for 3 days for them to help me! I have emailed Robert Burns over 10 times regarding my issue and have gotten no response. I have called 5 times and was put on hold for over 45 minutes and hung up in frustration! So this is how SMA supports their customers?????? Unbelievable……. Shame on you guys!!!!!!!!!!!! Disgusting, actually!!!!!!!!!!! Please have your highest level manager call me or email me right away. I want to talk to him about the DISMAL tech support of SMA products in the US!!!!!!

  • avatar

    Philip Kwang

    May 25, 2016 at 01:03

    Today is 25th may 8.00am in singapore. My sunnyboy port is still showing yesterday’s results. It won’t show current day result until 2pm. Why is this so? How to correct this.

    Reply »
  • avatar

    RIchard Herklots

    May 13, 2016 at 08:31

    I have connected to my SMA via sunnyboy explorer using our home network. I set it up on my laptop and it works OK.
    I downloaded and installed sunnyboy explorer on to another PC and can ping the inverter and get a reply but I cannot connect to it using either sunnyboy explorer or CMA connection assist.
    THe PC is not within blue tooth range.
    THanks

    Reply »
  • avatar

    Klaas

    March 3, 2016 at 09:16

    Hello,

    I have a question about the configuration of the sunny portal using a sunny webbox. By signing in to the webbox, the portal settings for data transmission can be configured (Webbox>>Settings>>data trans.). If I want to use authentication for the portal connection via the proxy server, what username and password do I have to fill in?

    Best regards,

    Klaas

    Reply »
    • avatar

      Julia Stunz

      March 11, 2016 at 09:26

      Hi Klaas,
      I´m sorry that you have to wait so long for your answer.

      If you have to use the (additional – not always necessary) Proxy server, it depends on your local network.
      Your IT department has to give you a user and password authentication for the proxy server that is located to your network.
      If you don´t have a proxy server, you do not need these settings.

      Best regards,
      Julia

      Reply »
  • avatar

    Enrico

    December 23, 2015 at 20:35

    I have problems to connect the Sunny Boy 2.5 with SunnyPortal.

    After compiling PIC and RID I get this error:
    At present, no connection to the device is possible.
    Check the Internet connection of the device and try again.

    Inverter is reachable through the LAN with IP 192.168.1.10.

    Any suggestion?

    Thank You, enrico

    Reply »
    • avatar

      Sarah Römsch

      January 6, 2016 at 13:09

      Hi Enrico,

      Please restart your inverter and retry to register it. Does it work now?
      If not, please contact you installer or my colleagues from the Service Line and give them more details regarding your solar system. They will be glad to assist further.

      Regards, Sarah

      Reply »
  • avatar

    Reza Alhuda

    November 18, 2015 at 04:20

    Hi,

    I’ve got problems in the data display in sunny portal.
    so basically, my company has just finished installing 2 monitoring systems for 2 different but on the same rooftop systems.
    1. 10 kWp using thin film module and 2 x Sunny Mini Central 5000A
    2. 40 kWp using crystalline module and 9 x Sunny Mini Central 5000A
    each system using sunny webbox.

    So, the problem was like this:
    on sunny webbox everything is shown for both system (energy production, current power, etc)
    but if I open the data via sunny portal (at every morning (until around 10 – 11 am in the morning) only the bigger system (40 kWP) is showing the realtime data, the smaller 10 kWp data shows 0 kW power and etc.
    the smaller system will start showing the data after 10 to 11 am every morning.

    Hopefully you can get the point, and please help us on this.
    Thank you,
    Reza

    Reply »
    • avatar

      Julia Stunz

      November 19, 2015 at 11:15

      Hi Reza,
      We need more information from you to solve your problem, so please contact our service line – they will help you directly.

      Kind regards,
      Julia

      Reply »
  • avatar

    Barbara Chmielewski

    November 17, 2015 at 12:54

    I can’t register my solar system – I have tried both the international and Australian sites, I live in Sydney Australiaa. This is very frustrating as I have followed all the instructions and I keep getting error messages. Help please

    Reply »
  • avatar

    jim

    November 5, 2015 at 19:57

    i cant get connection with my sunny boy, i use explorer but cant get connection,
    i dont know what to do now? can you help me in this

    Reply »
    • avatar

      Leonie Blume

      November 6, 2015 at 10:39

      Hi Jim,

      We can help you in any case. First of all please pass us a few information to support you as best as possible: Serial number of the inverter and a few information at which point you get in trouble by establishing the communication with your Sunny Boy.

      Cheers
      Leonie

      Reply »
  • avatar

    Torben Andreasen

    September 29, 2015 at 13:46

    I have bin running the TL5000 for two years and using the Webportal.
    But the 16/9 2015 the portal do not get any data from the TL5000.
    I have tryed to reregister but the portal cannot see my TL5000 any more.
    Do I have to firmware update – just to get the portal working Again?

    Reply »
    • avatar

      Julia Stunz

      September 30, 2015 at 09:00

      Hello Torben,
      To solve your problem, we need some more information about your inverter.
      Please contact the experts from our Service Line directly. They are happy to assist and help you.

      Kind regards,
      Julia

      Reply »
  • avatar

    peter robson

    September 24, 2015 at 12:05

    Have just had a 4kw system installed and want to know what maintenance is required on the panels on the roof. In particular the cleaning of the panels. Is there a standard procedure for the cleaning process? Is once a year a fair cleaning time period. Does the system need to be interrupted to do the cleaning.

    Reply »
    • avatar

      Sarah Römsch

      September 24, 2015 at 12:41

      Hi Peter,
      That depends on the module type. As we are the manufacturer for the inverter, it would be better if you refer to the module manufacturer. Thanks a lot.

      Best regards,
      Sarah

      Reply »
  • avatar

    Adrian Muscalu

    September 24, 2015 at 02:52

    Can Sunny Explorer (or Sunny Portal) provide data at array string level? I have two strings connected to the same inverter. I would like to monitor these strings individually.

    Thank you.

    Reply »
    • avatar

      Julia Stunz

      September 29, 2015 at 08:35

      Hello Adrian,
      With the Sunny Webbox, it`s possible to show the strings individually at the Sunny Portal. Only with Webconnect, it`s unfortunately not possible.
      The Sunny Explorer can only show you the current String data in watt consumption.

      Kind regards,
      Julia

      Reply »
  • avatar

    Mazen Mattar

    September 22, 2015 at 13:13

    Dear All, have a nice day.

    I have a problem concerning the sunny portal, or may be it’s in the home manager. Suddenly, i couldn’t display the current status data which shows the PV generated power, consumption power, and grid power with an error massage saying ” Communication with the Sunny Home Manager is currently not possible.Check the Sunny Home Manager Internet connection and try again.” while i can see all other data in other pages which means that the internet connection with my sunny home manager is ok. i tried to re-register the system from the beginning, but it didn’t work.

    Any suggestions ????

    Reply »
    • avatar

      Julia Stunz

      September 23, 2015 at 08:26

      Hello Mazen,

      I’m sorry that you have trouble with our products.
      Please contact the experts from our Service Line directly. They are happy to assist and help you.

      Best regards,
      Julia

      Reply »
  • avatar

    Kalpesh shah

    September 11, 2015 at 07:41

    I have installed yesterday sma 5 kw inverter and today try to put my system detail with pic and rid number but unable to register product pl. Send me necessary step in my mail

    Reply »
    • avatar

      Sarah Römsch

      September 11, 2015 at 08:17

      Hi,
      what type of inverter do you have?
      Best regards
      Sarah

      Reply »
  • avatar

    robert hausen

    September 7, 2015 at 05:00

    I am a homeowner and can’t find any other way to contact you. I just changed our Comcast router, and now the Sunny Portal is not connecting. I need to change IP and router parameters, but see no way to make those changes. Can you help?

    Reply »
    • avatar

      Leonie Blume

      September 7, 2015 at 12:29

      Hi Robert,
      We regret to hear you´re having some troubles connecting to Sunny Portal.

      Please check the network settings of your SMA devices. It is quite possible you need to adjust them again.
      Unfortunately we do not have further information regarding the devices you´re using. Therefore we kindly
      advise to visit us at http://www.SMA.com and download the installation guide corresponding to your devices.

      Regarding complex communication issues, it is also advisable to clarify the next steps for troubleshooting in a personal dialogue.
      Please contact therefore directly our Service Line. The contact details can be found at our website.

      Thanks for your understanding.

      Best regards,
      Leonie

      Reply »
  • avatar

    Jefferson Unabia

    September 4, 2015 at 04:44

    i am currently registering a solar PV plant to sunny portal unfortunately it shows “Failed:11”
    What is this suppose to mean?

    Reply »
    • avatar

      Leonie Blume

      September 4, 2015 at 12:34

      Hi Jefferson,

      This could indicate an error with the plant identifier or the authentication at Sunny Portal. Please reset your device to factory settings an retry.

      Kind regards,
      Leonie

      Reply »
      • avatar

        Thomas

        December 4, 2015 at 19:21

        Regarding a webbox that shows “Failed: 11” when trying to register with Sunny Portal, making a few substitutions for some of the numbers made it work without a factory reset which would have lost all the other settings and data. Hopefully that helps someone else too!

  • avatar

    Pascal Heraud

    July 24, 2015 at 12:52

    Hello,
    I’m living in France and have a Sunny Boy 1.5 inverter installed since middle of june.
    The included webconnect seems to work fine because the date are sent to SunnPortal (https://www.sunnyportal.com/Templates/PublicPageOverview.aspx?plant=6b60c022-5592-4c63-aa45-b8f2087f23c8&splang=)
    For statistical purpose, I’d like to share my monthly production through the hyperlink given on the energy and power page. When I click on the Information icon (Details), I’ve got a new windows with the link supposed to be sent …. but without any ID key :
    https://www.sunnyportal.com/Templates/PublicChartValues.aspx?ID=00000000-0000-0000-0000-000000000000&endTime=7/24/2015%2011:59:59%20PM&splang=en-US&plantTimezoneBias=120&name=Day%202015-07-24
    I also have this error message in the main page : No commissioning date has been configured!

    Could you please tell me why it happens ?

    thank you

    Reply »
    • avatar

      Sarah Römsch

      July 27, 2015 at 07:32

      Hi Pascal,
      seems like this is an individual problem and unfortunately, we can’t help you here. Please contact the french Service Line directly. The number is +33 472 09 04 41.
      My colleagues are happy to help you.
      Best regards,
      Sarah

      Reply »
      • avatar

        Pascal Heraud

        July 27, 2015 at 08:20

        Thank you for the answer.
        As it’s difficult to explain the probleme by phone, I’ve already contact the french support twice with the online form but haven’t got any answer 🙁
        I will try to call them.

  • avatar

    Peter J. Groeneveld

    July 23, 2015 at 10:33

    I am also struggling to get the sunny portal (web based and android app) back to normal operations. It worked for a year but started breaking for the first time beginning of march. Since the beginning of this month communication between the inverter and the sunny portal has been problematic again.
    Only way to get it to work is to configure port forwarding on ports 9500,3478, 9523, 16450 en 61002 (according to SMA service ports 3478 and 9523 should be sufficient but it is not). Besides having 5 (or even one) ports open on my router for anyone to come in on my network is unacceptable (SMA agrees with me here, given the security warning about port forwarding and the fact that it should not be necessary that popped up on the sunny portal).
    Where can I find detailed information about the exact communication that is going on between Webconnect and SMA including used protocols, ports and security measures implemented to secure the communication and your customers network ?
    Why doesn’t webconnect rely on a simpler communication protocol that only use push messages (outgoing messages only) from the inverter ?

    kind regards,
    Peter J. Groeneveld

    Reply »
    • avatar

      Leonie Blume

      July 23, 2015 at 14:48

      Hi Peter,

      This seems to be an individual problem. Please contact the Service Line in your country or region:
      http://www.sma.de/en/service-support/overview.html

      Best regards
      Leonie

      Reply »
      • avatar

        Peter J. Groeneveld

        July 23, 2015 at 15:47

        Hello Leonie,

        I am already in contact with SMA Service Benelux for a couple of days.
        However I am not getting any further.
        They keep telling me to implement portforwarding, on the other hand SMA is sending security warnings (through Sunny Portal and directly to the company that installer the solar installation) telling that portforwarding is a security risk and that this should be deactivated.
        In my opinion, as a security consultant, this is the only correct advise.
        But without portforwarding, the sunny portal (browser and app) don’t work.
        So I would like to understand how this works, what security measures have been implemented and how the configuration should be changed so it works without portforwarding (which it has done for at least a year without problems before March 2015).
        I am not getting sufficiently detailed answers from your local service desk.

        kind regards,
        Peter

      • avatar

        Leonie Blume

        July 24, 2015 at 08:25

        Hi Peter,
        Strange. I will ask my colleague and will get back to you. Hope he can give you some advise.
        Bests Leonie

  • avatar

    Robert Boeri

    July 19, 2015 at 20:15

    Although I can view the PV System overview in Mozilla & Safari, suddenly I can’t in my main browser Chrome. Instead of seeing Current Power, Current PV System Status, etc. all I see is my current day’s production. I’ve logged off/on, cleared the Chrome cache, etc. but still can’t see the normal Overview page.

    Suggestions?

    Reply »
    • avatar

      Leonie Blume

      July 20, 2015 at 10:19

      Hey Robert,
      Thanks for your question. Where are you from?
      Best regards
      Leonie

      Reply »
  • avatar

    m.creanza

    July 10, 2015 at 19:41

    I can read no data from the new inverter SMA 1.5, blue-light is on, green light is on too. “Raw data for the display period is not available”

    Reply »
    • avatar

      Leonie Blume

      July 13, 2015 at 08:50

      Hi,
      Where are you from? I’m asking because it’s not possible for us to help you without knowing more about your system.
      You will have to call the local service team for support. http://www.sma.de/en.html.
      Bests Leonie

      Reply »
  • avatar

    Herman vd Merwe

    June 23, 2015 at 19:24

    Got my system in for a couple of days now, but struggle with Sunny Portal, get the following error message “This webpage has a redirect loop”. I’ve deleted all cookies and tried on different web browsers, but still the same issue. Any ideas on how to fix this problem?

    Reply »
    • avatar

      Sarah Römsch

      June 24, 2015 at 14:22

      Hi,
      My colleagues from the Service Line have checked this – using different browsers. They have been able to login successfully at Sunny Portal. So we assume that the issue isn´t from the servers side.
      Maybe you could try another tool like CCleaner to clear out the cookies and other data from the web browsers directories, where all cookies are stored. I hope that it will work afterwards. If not, please contact the SMA Service Line directly.

      Best regards,

      Sarah

      Reply »
  • avatar

    Patrick Dietz

    May 25, 2015 at 09:43

    What could be better in the documentation, the customer is not well informed:

    I have SB3000 with webconnect and can start sunny explorer and see data etc internally.
    The SB3000 has been tested with dhcp as well as fixed internal ip (192.168.0.141) and is NOT able to connect to the portal
    The SB is 100% up and running and webconnect is 100% configured right (no internal firewalls) and I can connect from anywhere (even in the toilet).
    The sunny portal has only have 1 thing to say, At present, no connection to the device is possible.

    I use the right pid and rid (those are simple to find, they are on a sticker). No rocket s… here.
    The real issue is that the portal want to have a connection to the internal SB3000, that is not how it should work. The SB3000 is sending data over to the sunny portal (push data) and can also send its identity over at the same time. I believe we have a design issue here…

    Can you inform me why the sunny portal needs to collect data from the internal SB3000, I need to open up ports etc for this. Also there is NO clear documentation on what is expected (exactly). We all have to call support, why do you want us to do this???

    What is you strategy behind this sunny portal, why did not simply work with push data and keep track of all pic and rid data. Why bother all your customers with opening up the network etc.

    Can you please inform me about you architecture, maybe we all call less helpdesk if you explain (in detail) how the architecture has been set up?

    Reply »
    • avatar

      Patrick Dietz

      May 25, 2015 at 10:13

      https://www.sunnyportal.com/documents/sportalwebcon-ba-en-11.pdf.

      Document has been read, several times. No matter what I always have the same notification. Cant connect, check the internet connection.

      The external IP is different from the internal (as it should be in IP land). There is 1 router and 3 switches between the final IP adres and a lot of wifi stuff connected. Internally there is 100% no issue connecting with whatever device to the sunny explorer software. All data is ok, not 1 error and it’s all cable in-between the connections to the SB3000. (gigabit).

      Conditions are 100% ok:

      Requirements:
      ☐ The plant must be commissioned.
      ☐ DHCP must be enabled for the router of the plant.
      ☐ The router of the plant must have a connection to the Internet.
      ☐ The PIC and RID of all inverters must be available (see inverter type label or sticker near the type
      label).

      Still it does not work, there is 100% not a open network from sunny portal via the router to the 192.168.0.141. The new ordered SB3000 came with stickers: PIC 001680000xxxxxx, RID 67Rxxxx, they could be wrong.

      In step 3 of selecting the devices, I ALWAYS have the same issue:

      At present, no connection to the device is possible. and •Check the Internet connection of the device and try again.

      The device is directy connected to sw 3 and is able to connect to the internet. it has a direct connection via 1 gig network to the router. There is NO external firewall rul set, it can connect 100% to the internet.

      1 have 2 options:

      The sticker is NOT ok and therefore the RID data is false.
      The Sunny portal need to connect to the device and is not able to do that.

      As you know all firewalls in IP land will NOT allow traffic from the outside world into the network. Unless it is originated from the inside, or there is a firewall rule with opening ports etc.

      So please let me know what exact steps are needed and if I need to open up the external firewall why and for how long (only for registration, or always).

      Reply »
      • avatar

        Sarah Römsch

        May 26, 2015 at 13:30

        Hi Patrick,
        thanks for your message and the description. Unfortunately, we cannot solve this problem here on the blog. It’s better to have a personal conversation. For that, please call my colleagues from the Service Line. They can investigate what is wrong, for example if our servers can reach the device, if your provider is blocking SIP communication and much more.

        Thanks for your understanding.
        Best regards

        Sarah

  • avatar

    mark bleloch

    April 4, 2015 at 14:07

    Hi Sarah,
    Struggling with Sunny Portal
    Worked fine on a new install for a few hours and now no longer accessible
    In Sunny explorer I fixed the IP address
    I think I messed up the registration and now it no longer finds the inverter from the identifiers (PIC and RID)
    Maybe blocked on system name and password – who do I contact to sort out the registration and maybe start from scratch?

    Reply »
    • avatar

      Sarah Römsch

      April 8, 2015 at 12:12

      Hi Mark,
      my colleagues from the SMA Service Line found four registered pv systems to your email adress in Sunny Portal. Unfortunately, we don’t know which one causes problems.
      It would be the best if you contact my colleagues from the Service Line directly in order to clarify some issues. Please provide the following information:

      – Serial number of the inverter
      – Sunny Portal PV System (name, plant Identifier)
      – Current network configuration

      Thanks a lot.

      Best regards

      Sarah

      Reply »
  • avatar

    Andrew

    March 31, 2015 at 07:45

    Hi Sarah, I have had an SMA inverter Tripower installed a few months ago. I have loaded the Sunny explorer software onto my laptop and have a good blue tooth connection (100%), however the system does not load the data. I tried doing this about 5 times over the weekend, however it doesn’t work. The error is as follows: “The data is being loaded and will be shown afterwards. If no data is displayed after a long period of time, there is no data available for the selected date”.
    Happy to provide screen shots via email if this helps.
    Regards,
    Andrew

    Reply »
    • avatar

      Sarah Römsch

      March 31, 2015 at 12:23

      Hi Andrew,
      thanks for your request.
      Is there a lock icon displayed in Sunny Explorer next to your inverter?
      If so, it might be a password issue and a PUK (personal unlocking key) is required to show current values again.

      It is also recommended to update your inverter to the latest version. You find the latest firmware in our download area.
      As soon as this has been done, please retry.
      If the issue persists, please do not hesitate to contact my colleagues from the SMA Service Line. They need more details and will be happy to assist you.

      Best regards,

      Sarah

      Reply »
  • avatar

    Colin Chalkley

    March 25, 2015 at 17:50

    When I try to bring up the daily log I get the following message, I contacted my installer and he had no idea as to what was causing it:
    XML Parsing Error:not well-formed
    Location:http://127.0.0.1:32100/culture/style_en.xst
    Line Number22,column 1302:

    Reply »
    • avatar

      Sarah Römsch

      March 26, 2015 at 15:58

      Hi Colin,
      which software do you use? Sunny Explorer? If so, please check

      – if Java is installed properly and
      – if a security software like Norton Internet Security is installed

      In order to support further, we need more details. Please call my colleagues from the SMA Service Line and assist us by providing the following information when you call:

      – affected product as well as the version installed
      – operating system
      – currently running security software
      – screenshots showing the error message
      – recently installed updates (OS)

      Thank you very much.
      Best regards

      Sarah

      Reply »
  • avatar

    Anders

    March 24, 2015 at 10:59

    Hi,
    I did a upgrade from 8000TL-20 to 10000TL-20. Sunny portal found the new device and as far I can see everything is ok, It got a valid IP and it says SMAconnect ok in the display.
    When I go to my page in Sunny Portal to see the power it says 0w…. And “check internet connection”. I don’t knew what to do…
    Check my page “AST Solceller”

    /Anders

    Reply »
    • avatar

      Sarah Römsch

      March 25, 2015 at 10:31

      Hi Anders,
      Please make sure that the latest firmware version is installed on the unit before using Sunny Portal. The firmware is available in our download area and can be installed e. g. via Sunny Explorer.

      Please understand that we need more details in order to help you (name of the plant, internet connection, router etc). For further assistance, please contact my colleagues from the Service Line. You find the telephone number for your country on our website.

      Best regards
      Sarah

      Reply »
  • avatar

    Eric. Farrugia

    February 28, 2015 at 01:12

    May I know who represent you here in Malta pls?

    Brgds

    Eric

    Reply »

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