I note that the app went down again this morning at 06:15

It's been unstable since 04:40 this morning. 04:40 was my last reading in sequence and then there's several readings missing after that.

Edited March 5, 20242 yr by p_i

Experienced the same; no data from 04:40 (SA time) to 06:00 and then again from 06:30 to 08:00, after which it's back to normal.

 

They've published an apology, link here; but the status page they mention there would be handy in cases like this since I bounced my entire network over the weekend thinking it was an issue on my side! Also mentioned in that blog post is the 30-day limit to detailed-graph-data; if they extended this (rather than consolidating it into bar charts after 30 days) that'd be useful; I'd love to be able to compare one season of the year to the next (Summer vs Winter) for adjusting time-switches based on the season...

 

3 hours ago, p_i said:

It's been unstable since 04:40 this morning. 04:40 was my last reading in sequence and then there's several readings missing after that.

 

My plant is still not showing any data but I can see some data under equipment and inverter

1 minute ago, Chris_S said:

My plant is still not showing any data but I can see some data under equipment and inverter

I was forced to login at least twice this morning (using desktop browser) and I'm seeing current data. Maybe try logging out and back in?

9 minutes ago, p_i said:

I was forced to login at least twice this morning (using desktop browser) and I'm seeing current data. Maybe try logging out and back in?

Tried that. 

My gateway doesn't have a plant name. It could be because I clicked on unbind the other day to try search the WiFi again. 

Anybody know how I attach the gateway and inverter to my plant again? 

9 minutes ago, Chris_S said:

Tried that. 

My gateway doesn't have a plant name. It could be because I clicked on unbind the other day to try search the WiFi again. 

Anybody know how I attach the gateway and inverter to my plant again? 

Based on the photos it appears the inverter and gateway are actually bound already? Go into your plant on the main screen and click on equipment at the bottom and show us the inverter and gateway screens (top buttons)?

Edit: Oh wait, I see your main screen shows "3 days ago", so the communication is probably down there. Mine shows "a few seconds ago" in that spot.

Edited March 5, 20242 yr by p_i

35 minutes ago, p_i said:

Based on the photos it appears the inverter and gateway are actually bound already? Go into your plant on the main screen and click on equipment at the bottom and show us the inverter and gateway screens (top buttons)?

Edit: Oh wait, I see your main screen shows "3 days ago", so the communication is probably down there. Mine shows "a few seconds ago" in that spot.

Apparently my inverter was not bound to my plant anymore. Support said my installer has to create a new plant and I wouldn't lose historical data. 

I created the plant myself and it's working now but I only have today's data. This is frustrating now. 

Just now, Chris_S said:

Apparently my inverter was not bound to my plant anymore. Support said my installer has to create a new plant and I wouldn't lose historical data. 

I created the plant myself and it's working now but I only have today's data. This is frustrating now. 

Yes, I wouldn't have deleted the plant but merely bound the dongle again. It's sad that support is so shoddy.

1 minute ago, p_i said:

Yes, I wouldn't have deleted the plant but merely bound the dongle again. It's sad that support is so shoddy.

They say they have no ability to bind it again only the installer. I wonder if the historical data will move over to the new plant that I created? 

Under equipment at the bottom the inverter still has all the old data

Just now, Chris_S said:

They say they have no ability to bind it again only the installer. I wonder if the historical data will move over to the new plant that I created? 

Under equipment at the bottom the inverter still has all the old data

I seem to recall I bound and unbound my dongles multiple times in the past without the help of the installer. I even swapped dongles between inverters (my OCD in terms of equipment numbers). Back then I didn't care about old data since it was a new installation so I can't confirm whether I lost data then or not. But surely doing the dongle unbind on the plant and binding it again shouldn't lead to data loss? One would hope that the historical data is linked to the inverter and not the dongle. As I understand it the dongle is merely your "transfer agent" to move the data from the inverter to the Sunsynk cloud. So maybe your old data will appear again.

7 minutes ago, p_i said:

I seem to recall I bound and unbound my dongles multiple times in the past without the help of the installer. I even swapped dongles between inverters (my OCD in terms of equipment numbers). Back then I didn't care about old data since it was a new installation so I can't confirm whether I lost data then or not. But surely doing the dongle unbind on the plant and binding it again shouldn't lead to data loss? One would hope that the historical data is linked to the inverter and not the dongle. As I understand it the dongle is merely your "transfer agent" to move the data from the inverter to the Sunsynk cloud. So maybe your old data will appear again.

Support did now say it can take a while. 

But I'm concerned why she said only the installer can create a new plant. 

What happens if you sell an inverter that has been used. Does the new owner keep all the inverters data? 

I'm concerned that because I created a new plant I'll only have the data from today onwards. 

Sunsynk are having issues with their servers.

see below from email sent

Dear valued Sunsynk customers and users,

We extend our sincerest apologies for the recent service disruption experienced over the weekend and this morning. We acknowledge the shortfall in communication regarding these issues.

The outage stemmed from modifications made to one of our Redis servers. While such alterations typically occur seamlessly, regrettably, an unexpected disruption ensued. Rest assured, we have pinpointed the problem and added additional measures to better our resilience, reducing the likelihood of recurrence. We are meeting with our solution architects this week to conduct a comprehensive post-incident review. The aim is to formulate an actionable strategy geared towards fortifying our system resilience. We commit to informing you well in advance of any forthcoming changes. Furthermore, we are currently developing a notification system, integrated within our app and various Sunsynk communication channels, to promptly alert customers of any service-related issues. Additionally, a dedicated service status page is underway, facilitating access to updates and forthcoming maintenance schedules.We are deeply grateful for your unwavering support of the Sunsynk brand. Your dedication to our products does not go unnoticed, and we are fully committed to resolving these challenges promptly. Your continued loyalty is invaluable to us, and we remain steadfast in our commitment to serving you.We appreciate your understanding and patience during this period.

 

Best regards,

 

Joel Egan | Group CIO

6 hours ago, Chris_S said:

Support did now say it can take a while. 

But I'm concerned why she said only the installer can create a new plant. 

What happens if you sell an inverter that has been used. Does the new owner keep all the inverters data? 

I'm concerned that because I created a new plant I'll only have the data from today onwards. 

Maybe support thinks that only installers have the ability to create a new plant. They underestimate us South Africans.

For the reasons you mention, I'd imagine a new plant should only get new data and not have access to any of the old data. Only time will tell if it works this way or whether you indeed will get your historic data back.

14 minutes ago, p_i said:

Maybe support thinks that only installers have the ability to create a new plant. They underestimate us South Africans.

For the reasons you mention, I'd imagine a new plant should only get new data and not have access to any of the old data. Only time will tell if it works this way or whether you indeed will get your historic data back.

I've logged an email with them and will be very peed off if they don't fix this. The support staff on the app chat are useless 

On 2024/03/04 at 12:51 PM, p_i said:

Even my own monitoring were affected by the randomly changing time on the inverters. It appears that when the time is adjusted in the wrong direction the daily totals are zero'ed on the inverters. I managed to get past this by unticking the "Time sync" option and manually correcting the date & time. Are you telling me that Solar Assistant still had the correct daily totals? Please note: I'm not attacking the product and merely wondering.

Solar Assistant was also affected by the constant time changing ito the TOU schedule.  Data remained intact otherwise.  The solution for the TOU schedule as mentioned was just not to sync the time.

36 minutes ago, PearlJam said:

Solar Assistant was also affected by the constant time changing ito the TOU schedule.  Data remained intact otherwise.  The solution for the TOU schedule as mentioned was just not to sync the time.

My system behaved, I did check if the time was drifting but SA seemed happy? Probably because it's been months since I signed into the Sunsynk app. I'm half tempted to just remove the dongle..

My app is not responding-I’ve tried delete and download. No joy. It’s a new system, Any thoughts?

Is Sunsynk app offline, issues with the server?

 

3 hours ago, Jan Tukker said:

Is Sunsynk app offline, issues with the server?

 

Yes it looks like it. Inverter dongle also not connected and inverter time wrong 

My Sunsynk App only works about 50% of the time and displays 0 numbers for the rest of the time or does not even load

We some times  get disconnected or connected messages in batches 2 days after the event

This must be the worst app on the market  

Monty Thomas