Ronald tried to help solve a fault with communications between battery and inverter. Whilst in the end a hardware fault was diagnosed and not possible to fix remotely his attempt to fix and guide me through steps to fault find were appreciated. He was available at a time convenient to my availability. Great service for anyone requiring independant tech support for their solar or battery system.
quick service - sorted in 30 mins. well worth saving yourself hours of reading Facebook forums! thanks
I had a red status light on my GivEnergy battery pack and Ron at Solar Tech Support was a great help resolving the problem. He was able to do a remote diagnosis of the invertor BMS firmware and hardware and gave very quick practical and professional support. Thanks Rob
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
What an absolute star. Ron went well beyond what i would have hoped for. His attention to detail was incredible, even making good the work of others.
Ron made more sense in 20 mins than our installer has done over the last 12 months There is a jungle out there and you need someone like Ron to give a comprehensive overview and solution
These are two separate systems. Away from home, the app relies on a data chain: inverter → WiFi dongle → your router → internet → GivEnergy cloud → app. If any link breaks, the app goes dark, but the inverter, battery and panels usually carry on running locally. On your home network, the app's free local mode reads the inverter directly, without the cloud.
Go to the inverter itself, the wall-mounted unit. In daylight the display shows current output in W or kW. Any figure above zero means the system is generating normally, and the blank app is purely a data problem.
The inverter display is always the most reliable real-time source, whatever the connectivity.
If the inverter display also shows a fault, zero output in daylight or nothing at all, that is a separate generation fault. The app being offline is then a symptom, not the cause.
Check these first, in order
Work out which side the fault is on before you change anything.
A W or kW figure above zero in daylight means you are generating. Everything below is about getting the data back.
If the browser portal shows your data but the app doesn't, it is the app on your phone: see phone app. The web portal is part of Premium. Without it, open the app on your home network instead: if its local mode shows live readings, the dongle and your WiFi are working.
If the login page won't load or shows no data, and the GivEnergy community forum or social channels show other owners with the same problem, it is an outage at the portal's end. Nothing at your house will fix it: check again in 1 to 2 hours. Also confirm your Premium plan is active.
Are other devices online? If your internet is down, the portal will be too, and that is not a GivEnergy fault: restart the router or contact your provider.
Solid blue means connected and publishing, so the problem is further along (outage, port, firmware, a corrupt MSN.txt file or a dongle fault). Flashing, red or off means the dongle has lost its connection: see WiFi lost.
Pull a plug-in dongle out of its port, wait 30 seconds and plug it back in, or do one full restart in the correct order instead (Hybrid or All-in-One steps). Allow up to 10 minutes for data to return.
The dongle has lost its connection to your home WiFi, and its LED is flashing rather than solid. This is the most frequent cause and is usually one of three things. Two tips: repeated connectivity drops in the portal's event log mean the dongle keeps losing WiFi, and the app's portal-offline alert is often the first warning. Full steps are in the WiFi dongle setup guide. If it still won't connect, we set it up on site, from £195: we connect it to your WiFi, set up your router, including a separate 2.4 GHz network if it needs one, and check it's reporting. If the signal doesn't reach, a WiFi extender is an extra £75, and we carry them with us.
The dongle is still trying the old network name or password. Fastest fix: give the new router the same name and password as the old one, and the dongle reconnects by itself. Otherwise reconfigure the dongle at 10.10.100.254 using the router change steps.
GivEnergy dongles connect on 2.4GHz only. A router broadcasting 5GHz only, or band steering that pushes devices onto 5GHz, makes the connection fail. Give the 2.4GHz band its own network name: see our router settings for each provider.
The dongle needs at least 70% signal strength for a stable connection; GivEnergy's own guide quotes a lower floor of 60%. Inverters in garages, outbuildings or at the far end of the house often fall short. Check it at 10.10.100.254 → STA Interface Setting → Search and add a 2.4GHz extender if needed. The dongle also needs WPA2: routers set to WPA3 only won't work.
If the web portal at givenergy.cloud shows your data but the app won't load or stays blank, the fault is the app itself. The fix is the same on iPhone and Android, and reinstalling loses nothing: your account and history live in the GivEnergy cloud, and your schedules are stored in the inverter.
Close the app completely (force-stop on Android, swipe it away on iPhone) and open it again.
Android: Settings > Apps > GivEnergy > Storage > Clear cache. iPhone: offload or delete the app, then reinstall it from the App Store and log back in.
An out-of-date app can fail against the current portal, so install the latest version. If the web portal is blank too, it isn't your phone: go back to the checks above.
Occasionally the portal itself has an outage or maintenance. Every customer loses cloud access at once, and the dongle LED stays solid blue while the web portal, and the app away from home, show no data; the system usually keeps running, so check the inverter's own screen. On your home network the app's local mode still works, because it does not use the cloud. Often the login page itself won't load. Check the GivEnergy community forum, social channels or status page before you diagnose anything locally, then try again in 1 to 2 hours. Short outages usually fill back in from the data the dongle stores while offline.
The dongle needs outbound TCP port 7654 open to reach the GivEnergy cloud. Your phone reaching the app or the portal does not prove the dongle can: a router can let ordinary web traffic through and still block 7654. Parental controls, business-grade routers and strict outbound filtering are the usual culprits, and some business broadband blocks traffic on non-standard ports by default. Turn the firewall rules off temporarily and retest, or add an outbound allow rule for 7654. The app's local mode talks to the inverter on your home network, not through the cloud, so local mode working does not prove 7654 is open. Local tools such as GivTCP use port 8899 inside your home network, and nothing needs opening on the router for that. A GivEnergy EV charger is different: GivEnergy says to check port 7654 or 7655, as the charger uses only one (see the EV charger guide). See the router and port settings.
Firmware updates have occasionally broken the dongle's link to the portal: the WiFi is fine (solid LED) but the dongle can't reach the backend. GivEnergy Ltd has been in administration since 9 April 2026, so don't expect new firmware from it. The GivEnergy app and portal can still offer a firmware update, but we don't advise running one yourself. We do firmware updates manually, to our own written procedures, with the right file for your inverter and battery: on a callout, or by talking you or your electrician through it remotely. If you think your system needs one, contact us using the form below. See update knocked the portal offline and dongle firmware.
Two separate paths reach your inverter. Local apps talk to it directly over your home network: the GivEnergy app's local mode does, and so does InvLocal (invlocal.app), an independent app that is not affiliated with or endorsed by GivEnergy. The cloud path goes out through your router to GivEnergy's servers. If your system shows in a local app but not in the cloud, the local side is working and the fault is on the cloud side. Rule out a portal outage, a lapsed Premium plan and a blocked port 7654 first. If those are all clear, the MSN.txt file may have become corrupt. It can be remade, but it has to be built correctly for that unit, so contact us using the form below and we will tell you how to remake and reload it. If you use local tools such as InvLocal or GivTCP, run one at a time: they share the inverter's local Modbus connection, which is safest with a single client.
The plug-in dongle (Gen 1/2) or the built-in WiFi/LAN module (Gen 3) can fail: the radio works (solid LED) but nothing gets through. It is less common than the software causes and seen mostly on older dongles. Try a full system restart first, because the inverter resets its portal session on startup. If the LED is solid blue, the firewall is clear, a restart hasn't helped and a corrupt MSN.txt file has been ruled out, the dongle may need replacing: we arrange the swap, and the part is quoted up front.
If you have moved into a property with a GivEnergy system, or your installer registered it under their own account, the portal can look "offline" simply because you are logged into a different account from the one the inverter is registered to, or not logged in at all. Whoever holds the account can transfer the system to you in the app: see our monitoring transfer guide. If your installer has gone or can't help, another installer can request access at givenergy.cloud/temporary-access, and the account owner approves it. Our portal guide covers signing in.
Tell us your dongle type, the LED colour, when the app or portal last updated, and whether you use an iPhone or Android. If the dongle has lost your WiFi, follow our WiFi dongle setup guide first. If it still won't connect, we set it up on site, from £195: we connect it to your WiFi, set up your router, including a separate 2.4 GHz network if it needs one, and check it's reporting. For a cause that isn't the WiFi (your Premium plan, a cloud outage, firmware or the account), our free 30-minute remote diagnostic confirms what is wrong, and meanwhile the system usually keeps running, so check the inverter's own screen.
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 £125 if we fix it, free if we don’t.
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