Contacted Solar Tech Support when trying to understand what my Givenergy inverter problem might be and what might be my options. Received good/honest advise which backed up my thoughts.
Hugh Speirs · Apr 2026
Fault guide · GivEnergy monitoring
GivEnergy Portal Offline or Not Updating — Diagnostic Guide
The GivEnergy app or portal shows no data, hasn't updated in hours or days, or the system appears offline. Before anything else: a portal outage does not mean your solar has stopped working. This guide covers every cause in order of likelihood.
Free remote diagnostic pay only if we fix it — from £95 if remediable remotely
- Generation vs monitoring — what's actually affected
- All dongle types covered (Gen 1/2 dongles + Gen 3 built-in WiFi/LAN)
- Cloud outage, hardware fault, and WiFi causes
Jump to cause
I work for a Solar Company and had a customer with a GivEnergy system that we are not versed in. Ron took the time to explain the issues my customer was having and between us managed to rectify the issues. 10 Stars ... Thanks again STS
Craig Daly · Jun 2026 Google
Amazing support, went out of his way to help try and get us back up and running
Paul Smith · May 2026
Big thanks to Ron. He was incredibly patient and helpful over the phone, taking the time to walk myself and the installer through every troubleshooting step. Through lots of testing he figured out the issue was definitely a hardware issue, which allows us to consider our next steps. Support fees are clear and they operate a “no fix no fee” policy. It is rare to find that kind of honesty combined with dedicated phone support nowadays. I highly recommend Ron, if you need help with your solar system don’t hesitate to give him a call.
Steve M · Jun 2026 Google
Brilliant. He fitted a new dongle and set the system up properly. Even better, he explained why the storage batteries don't work in a power cut - not correctly wired up - expensive to fix, but a simple turn of the master switch will give emergency power. He is the third technician to look at this issue and the only one to resolve it. Friendly and appoachable, comes when he says he will and reasonable charges. What's not to like!
GEOFFREY EADE · Jul 2026 Trustpilot
Contacted Solar Tech Support in desperation. After explaining the issues I had with my system a diagnosis was made and a solution proposed. Fantastic service, even contacted a manufacturer to arrange replacement parts for me. Great communications, explained all they were doing and what I had to do, clearly and precisly. Followed up to confirm all was ok. Excellent service.
Mr Machin · May 2026
Most important distinction
Portal offline ≠ solar not working
These are two separate systems. The portal relies on a data chain: inverter → WiFi dongle → your router → internet → GivEnergy cloud servers → your app. If any link in that chain breaks, the portal goes dark. But the inverter and panels continue to generate regardless.
How to check generation
Go to the inverter itself — the wall-mounted unit. During daylight hours, the display shows current power output in W or kW. If it shows a figure above zero, your system is generating normally. The portal being offline is purely a data visibility problem.
Check the inverter display directly rather than the app — it is always the most reliable real-time source regardless of connectivity.
When to be concerned
If the inverter display also shows a fault, zero output during daylight, or nothing at all — that is a separate generation fault unrelated to the portal. In that case the portal being offline is a symptom, not the cause.
Quick checks before digging deeper
Is GivEnergy down right now, or is it just you?
Work out which side the fault sits on before you change anything. Three checks, in order:
1
App and web portal both blank, and others reporting the same
Try logging in at givenergy.cloud in a browser. If the login page will not load, or it loads with no data, and the GivEnergy community forum or social channels show other owners with the same problem, the outage is at GivEnergy's end. Nothing at your house will fix it; check again in an hour or two. The cloud now runs as a paid tier under GivEnergy Software Ltd, so it is also worth confirming your GivEnergy Premium subscription is active.
2
Portal loads, but only your system shows offline
The cloud is up, so the fault is at your end: dongle or WiFi. Check the dongle LED. Flashing means it has lost your WiFi, so reconfigure it at 10.10.100.254 or power cycle it (AC isolator off, wait 30 seconds, back on). A solid LED with no data points to the causes further down this page.
3
Data stale, but the inverter display looks normal
If the inverter shows a kW figure in daylight, your system is still generating and this is a monitoring fault only. You are losing the view of your data, not the solar itself. Work through the causes below when convenient.
Cause 1 — most common
Most common
WiFi connection lost — dongle can't reach the router
The GivEnergy dongle has lost its connection to your home WiFi network. The dongle LED will be flashing (not solid). This is the most frequent cause of portal outages and is usually resolved by one of three fixes.
MOST LIKELY TRIGGER
Router changed or password updated
The dongle is still trying to connect to the old network name or password. The fastest fix is to rename your new router to the same SSID and password as the old one — the dongle reconnects automatically. Otherwise, reconfigure the dongle via the local interface at 10.10.100.254.
COMMON TRIGGER
5GHz or band-steering router
All GivEnergy dongles connect to 2.4GHz only. If your router is broadcasting 5GHz only, or uses band-steering that pushes devices to 5GHz, the dongle will fail to connect. Enable a dedicated 2.4GHz SSID on your router.
SIGNAL ISSUE
Weak signal — below 60–70% RSSI
The dongle needs at least 60% signal strength (RSSI) for a stable connection — GivEnergy's own troubleshooting guide recommends ≥70% for reliable operation. Inverters in garages, outbuildings, or at the far end of the house often fall below this. Check signal strength via the dongle interface at 10.10.100.254 → STA Interface Setting → Site Survey. Use a 2.4GHz WiFi extender to boost signal if needed. Note: the dongle requires WPA2 security — WPA3-only routers are not compatible.
Cause 2
Cloud-side
GivEnergy cloud outage — servers temporarily down
GivEnergy's portal runs on cloud servers that occasionally experience outages or maintenance periods. During an outage, every GivEnergy customer loses portal access simultaneously — but all systems continue generating normally. The dongle LED will be solid (connected to WiFi) but the portal shows no data. With GivEnergy gone into administration, the cloud is now run by the separate GivEnergy Software Ltd on a paid tier — GivEnergy Premium, £4.99/month — so if the portal is blank, check your Premium subscription is active before assuming a fault.
Cause 3
Common after updates
Firmware update broke the cloud connection
GivEnergy firmware updates occasionally introduce bugs that affect the dongle's ability to communicate with GivEnergy's cloud servers. The dongle connects to your home WiFi fine (solid LED) but fails to reach the portal backend.
Cause 4
Hardware
WiFi dongle hardware fault
The WiFi dongle (Gen 1/2) or built-in WiFi/LAN (Gen 3) module itself may have developed a hardware fault — the WiFi radio works (solid LED) but the data transmission circuit has failed. This is less common than software causes but does occur, particularly on older dongles.
Cause 5 — less common
Network / firewall
Firewall blocking port 7654
GivEnergy dongles communicate with GivEnergy's cloud servers on port 7654. Some routers — particularly business-grade or parental-control routers — block outbound connections on non-standard ports. The dongle connects to your WiFi but can't reach the GivEnergy servers.
Cause 6 — new homeowners
Account / registration
Portal offline because the account isn't yours
If you've recently moved into a property with a GivEnergy system, or your installer registered the system under their own account, the portal may appear "offline" simply because you're logged into a different account from the one the inverter is registered to — or you're not logged in at all.
GivEnergy portal offline questions
Quickest check: try the web portal at givenergy.cloud in a browser. If the app and the web portal are both blank or will not log in, and other owners are reporting the same on the GivEnergy community forum or social channels, it is an outage at GivEnergy's end and every customer is affected at once. Your system keeps generating throughout. If the portal loads but only your system shows offline, the problem is at your end, so start with the dongle LED. The cloud now runs as a paid tier under GivEnergy Software Ltd, so check your GivEnergy Premium subscription is active before assuming a fault.
If it worked yesterday and says offline today, one link in the data chain has dropped: the dongle lost your WiFi (LED flashing instead of solid), your router rebooted or changed settings, or GivEnergy's servers are down. Check the inverter display first. A kW reading in daylight means you are still generating and this is monitoring only. Then check the dongle LED. Solid means the fault is beyond your house, so try givenergy.cloud in a browser to rule out a server outage. Flashing means the dongle needs reconnecting at 10.10.100.254, or a power cycle: AC isolator off, wait 30 seconds, back on.
The portal showing stale data (last updated X days ago) means the dongle stopped transmitting at that point. The most common trigger is a router change, WiFi password update, or the dongle losing signal. Your system is almost certainly still generating — check the inverter display directly. To fix: check the dongle LED (flashing = WiFi lost), and if so reconfigure the dongle at 10.10.100.254 or follow the WiFi setup guide.
The dongle buffers data locally while offline. When connectivity is restored, it uploads the buffered data — so short outages (hours to a couple of days) usually result in the gap being filled automatically. For longer outages, the local buffer fills up and older data is overwritten. Data from periods where the buffer was full is permanently lost from the portal record, though the system was generating normally throughout.
No — the GivEnergy portal and app require an active cloud connection to send settings changes to your inverter. While the portal is offline, your existing settings continue to run as configured, but you cannot change system mode, charge windows, or any other setting remotely. If you use GivTCP with Home Assistant, local control remains available independently of the cloud portal being up or down.
A solid LED confirms the dongle has connected to your home WiFi successfully — so the local network side is fine. The problem is further along: either the dongle can't reach GivEnergy's servers (cloud outage, port 7654 blocked, or firmware issue), or there's a hardware fault with the dongle's cloud communication module. Try a power cycle of the dongle first, then check givenergy.cloud directly from a browser to rule out a server outage.
The remote diagnostic is free — we check whether it's a WiFi or dongle issue, a GivEnergy cloud outage, or a firmware fault, and confirm your system is still generating. Most portal-offline causes are a reconfiguration we can talk you through at no charge, or fix remotely for £95 (you only pay if we fix it). A failed dongle is a low-cost part; on-site work, if ever needed, starts from £295 and is quoted first.
Usually the same day. A portal-offline fault is normally pinned down in a 30-minute remote session — we check the dongle status, your network, and GivEnergy's cloud while you read the dongle LED at your end. If it's a server outage, we tell you so you can simply wait it out.
Still offline after the checks?
GivEnergy support — STS
GivEnergy problems? No fix, no fee.
I’ve worked on hundreds of GivEnergy systems and know the kit inside out. If yours is playing up, my promise is simple — no fix, no fee: just £95 if we fix it, free if we don’t.
Ronald Director, Solar Tech Support
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