The Solar Tech Support company was the only one to respond to a request for someone to supply and fit a new inverter for our solar panels after our old one finally expired after 26 years. Ron kept us well informed throughout, came and ascertained that the issue was down to the inverter having failed then sourced and fitted a new one. He got the system up and running again, set up the wi-fi performance feedback and took away the old inverter for disposal. By acting promptly and fitting the job around existing commitments we were able to get our solar power unit back in operation with minimal delay in the short while before we were due to go away for a week. The work was carried out very professionally and we were asked to confirm that all was in order the following day. I was impressed that, having recently taken on additional work for GivEnergy customers we were able to keep our solar panel down-time to a minimum. I would highly recommend for prompt attention and first-rate service.
SigenCloud Offline — Why Your Sigenergy Monitoring Stopped and How to Fix It
- Gateway requires 2.4GHz WiFi
- Usually still running offline
- Sigenhome app used for reconfiguration
Gateway LED off, Sigenhome app can't find the system, or SigenCloud shows no data after reconfiguration? If the gateway needs reconnecting to your WiFi, we can 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 it's the SigenCloud account, we review it remotely.
Book on-site WiFi setupBack to Sigenergy hubIndependent — not affiliated with Sigenergy Technology.
Wow... a firmware update to my inverter sent the whole system into meltdown – the battery discharged, and the house seemed to be drawing power, and the solar, who knows where that was going? Aghhh... A short email exchange with Roland and Solar Tech Support sorted the problem... the firmware had reversed a setting (from when it was installed), and the CT clamp needed to be reversed. As soon as I had done that, the world returned to normal. Thanks, Roland; there is no way I would have come to that conclusion. Would I recommend them? You bet! Worth the fee? You bet, again!
Had issues with 10yr+ installation. 1 inverter going into alarm mode, unable to access monitoring apps and wanted someone to review and document worthiness of the 2 systems I have. As you will find with older systems, the original installers have moved on, other companies only want to replace and install new, or make up silly prices as they don't want the work, so struggling for 18 month plus trying to source someone to do this. Ronald managed to fit me in the day after contact as he was in the area. Spent a couple of hours on site, found issue with the inverter alarm and he monitoring this to find a total solution, got me back onto the monitoring apps, provided a report on the installations and identified potential areas of concern. These are the people you need for diagnostic reviews of your installations, long term industry professionals, who have a wealth of knowledge gained through working in the industry, know the differing systems and how to contact and approah the companies involved. These are the people you need if you are having issues with installers and / or product and/or supply companies.
After GivEnergy went into liquidation, just my luck, my battery started playing up (internal board crashed). Contacted my installer - not interested! Found Solar tech support on a Google search. Sooo glad I found this company! Ron is extremely helpful and has plenty of experience. He soon confirmed what the fault was, and helped me to get my system up and running again. Now moved my GivEnergy account to Solar tech support, and will definitely use again if I have more issues. Unusual to find such a helpful company in these times, no morons reading scripts, just direct contact with the engineer.
Givenergy panels and battery had been offline for a couple of months after various changes by Givenergy to their app etc. Ron did a fantastic job of sorting it out - got things up and running almost immediately, followed by some fine tuning to get things fully configured. What a legend - great service, great comms, great result.
I’ve used Ron a couple of times regarding issues with my Givenergy inverter and batteries after Givenergy went bust. My system stopped working properly so it was a stressful time but Ron resolved the issues and got my system working properly again. He’s really helpful and knowledgeable and I wouldn’t hesitate to recommend him and to use him again if the need arose.
Important: SigenCloud going offline does not by itself affect your solar generation or battery operation. The system usually keeps running, but offline doesn't prove it, so check the inverter's own screen or status lights. What you lose is visibility — you cannot monitor performance, check battery state of charge, or receive fault alerts until the connection is restored.
5-step SigenCloud reconnection guide
Most SigenCloud offline issues are caused by a WiFi connection loss at the gateway. Work through these steps — the majority are resolved by step 2 (power cycle) or step 4 (WiFi reconfiguration).
Check the SigenStor gateway LED indicators
Find the SigenStor gateway — it is either built into the inverter or a separate module connected to it. Check the LED indicators:
If the network LED is solid green but SigenCloud shows no data, check your SigenCloud account — the issue may be with account registration rather than connectivity.
Power cycle the SigenStor system
A full power cycle clears transient communication faults between the gateway, inverter, and SigenCloud:
Check SigenCloud after 10 minutes. If data is now updating with a current timestamp, the issue was a transient fault and no further action is needed.
Confirm your router broadcasts 2.4GHz WiFi
The SigenStor gateway only supports 2.4GHz WiFi. This is the single most common reason reconnection fails after a router change:
Reconfigure WiFi using the Sigenhome app
If the gateway still shows no network connection after power cycling, the stored WiFi credentials need updating:
If the gateway broadcast network does not appear in your phone's WiFi list, try power cycling the system again. Some gateways only broadcast their configuration network for a limited time after startup.
Verify the connection in SigenCloud
After the gateway reconnects, wait 10 minutes for it to begin uploading data. Then check:
Why Sigenergy monitoring goes offline — and why it matters
Sigenergy SigenStor systems use a built-in or plug-in gateway to send performance data to SigenCloud. The gateway stores your WiFi credentials and maintains a persistent connection to your router. When you change broadband providers, get a new router, or update your WiFi password, the stored credentials no longer match and the gateway drops offline. This is the single most common cause of SigenCloud monitoring going dark — and it happens to every brand that uses WiFi connectivity for monitoring.
While the gateway is offline, the system usually keeps running, so check the inverter's own screen or status lights. If the screen or status lights show it running, the battery charges and discharges according to its programmed schedule and EPS backup remains functional. What you lose is visibility: you cannot check battery state of charge, verify solar output, track self-consumption, or receive fault alerts. For homeowners on the Smart Export Guarantee, monitoring data also supports export payment verification.
Sigenergy is a relatively new brand in the UK market, and their monitoring platform is still maturing. If the standard reconfiguration steps do not resolve the issue, the gateway hardware itself may have failed. STS can check your SigenCloud account status remotely, but WiFi isn't remote work, so if the gateway needs reconnecting to your WiFi, we can set it up on site, from £195.
Return to the Sigenergy brand hub to explore other common faults and services.
Sigenergy support hubSigenCloud offline — common questions
SigenCloud still not connecting?
We review your SigenCloud account remotely. For the gateway's WiFi, the steps above come first. If the gateway needs reconnecting to your WiFi, we can 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.
- No fix, no fee covers remote fixes. On-site work is quoted in writing before we start.
- On-site WiFi setup, from £195
- No remote WiFi setup or diagnosis: we come to you
- Hardware failure diagnosis if needed
We’re busier than ever. Thank you for your patience.
Due to unprecedented demand we’re currently only carrying out on-site work in Yorkshire, and replies are taking up to 7 days. Remote diagnostics continue for the whole UK as normal.
Every message is read and answered, so please don’t send it twice; that only slows the queue.
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Got a solar fault or need a quick answer? Drop us a message and we usually reply within a few minutes. Mon–Fri, 9am–7pm.