{"id":14056,"date":"2015-01-06T13:30:45","date_gmt":"2015-01-06T12:30:45","guid":{"rendered":"http:\/\/en.sma-sunny.com\/?p=14056"},"modified":"2022-08-30T09:48:48","modified_gmt":"2022-08-30T07:48:48","slug":"service-tip-what-if-the-connection-to-sunny-portal-doesnt-work","status":"publish","type":"post","link":"https:\/\/www.sma-sunny.com\/en\/service-tip-what-if-the-connection-to-sunny-portal-doesnt-work\/","title":{"rendered":"Service Tip: What If the Connection to Sunny Portal Doesn\u2019t Work?"},"content":{"rendered":"

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\u2019s a good idea to rule out these potential sources of errors before calling the SMA Service Line<\/a>. <\/strong><\/p>\n

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1. Download the Current Firmware<\/h5>\n

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\u00ae using the Sunny Explorer software.<\/p>\n

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2. Double-check: Does the inverter have a valid IP address?<\/h5>\n

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<\/strong> IP address.
\nAn example of an invalid<\/strong> IP address is an address that starts with the numbers 169.254.xxx\u2014this is a \u201cfallback address,\u201d which is assigned if the router has not given the inverter a valid IP address.<\/p>\n

Then check the inverter\u2019s network settings via Sunny Explorer or obtain them from the inverter\u2019s 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).<\/p>\n

If these steps do not solve the problem, and you do not receive a valid IP address, please proceed as follows:<\/p>\n

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3. Assign a static IP address<\/h5>\n

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 \u201cNo.\u201d You can check this, for example, with the Sunny Explorer software.<\/p>\n

Important when using a DLAN adapter (Powerline): Is the device multicast-capable?<\/strong><\/p>\n

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.
\nAs a precaution, ask the fiber media converter\u2019s manufacturer whether the devices are multicast-capable and support the IGMP protocol in at least Version 2.<\/p>\n

Background:<\/strong> Unfortunately, some media converters, such as a DLAN adapter, \u201cforget\u201d 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\u2019ll have to purchase a new adapter that is IGMP-capable.<\/p>\n

Of course, if these suggestions don\u2019t resolve the problem or you require assistance, you can always consult our colleagues at the Service Line<\/a>. Ideally, you will have already checked the items listed above.<\/p>\n

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Our Service Line will also need the following information:<\/h5>\n