Important note: If you're unsure whether the issue is SmartShift or hardware related, please find our different troubleshooting categories and the appropriate actions to take here. From there, you can use the checklist below if the error is hardware related.
When communication errors are displayed in the Amber app Devices tab, this generally means that the SmartShift automation has lost connection to your inverter.
There could be a few reasons why this may happen. In most cases, the communications issues only last for a short time before we can reconnect with the inverter.
SmartShift will never be able to turn off a battery system or completely send your inverter offline (it can only ramp down solar production to 0 to curtail if you don't have an energy meter at most). Additionally, if there's an error with your communication or automation, a good metric to determine if there may be an issue with SmartShift is to switch off the automation. If the error persist, it's recommended to follow your device brand's troubleshooting steps.
Please follow these steps to troubleshoot and identify the underlying issue if SmartShift is suspected to be a cause ahead of contacting our support team:
1. Check your WIFI connection
The main reason we lose contact with your inverter is an interruption in your wifi connection as we control your inverter via the device API. SmartShift requires a strong wifi signal to be able to optimise your battery.
Should you find that the wifi connection is unstable, we recommend moving your wifi modem close to the inverter or installing a wifi extender to boost the strength.
If you have recently changed your wifi setup or password, please also ensure this is updated on your inverter. If you have issues with this, feel free to contact your installer for assistance.
2. Check if your battery or inverter is offline
There could also be an issue with your inverter, which means that your inverter is offline despite a strong wifi connection. This usually happens when there are problems with the communications module or if the inverter malfunctions.
You can usually check on your inverter and system by logging in to your battery/inverter mobile app or web portal (e.g. Sungrow iSolar cloud or the Tesla app).
When you open the app, the system’s connection status should be prominently displayed.
Another way to check is to see if there’s any data (e.g. solar power or battery power) being reported in your battery app.
Please find some troubleshooting steps for different battery brands below.
Jump to a specific brand: AlphaESS | SolarEdge | Sungrow | Tesla | Fronius | Redback | Sigenergy | Neovolt | Givenergy | Enphase
Your AlphaESS system is offline
If your system is offline, there is an instructional video from AlphaESS to help bring your system online again, which you can find linked here. If you are unable to bring the battery online again via the instructions in the video, we recommend reaching out directly to your installer to look into the site for troubleshooting.
Should this not be an option, you can also reach out directly to AlphaESS customer support to investigate this issue.
Phone: +61 02 9000 7676 (Technical Support)
Email: techsupport@alphaess.au
Your SolarEdge system is offline
To configure your inverter's communication, please use the following instructions to reconnect the inverter via an app called "My SolarEdge":
Should this not be an option, you can also reach out directly to SolarEdge customer support to investigate this issue.
Log a support case or find relevant contact details here.
To raise a support case with SolarEdge:
- Open your mySolarEdge app
- Tap the 3 dots menu button
- Tap the 'SolarEdge Support' button
- Tap on the 'System Owner Login' and use the same login as for your monitoring portal, then follow the prompts
- Save your case number to share with Amber support team/Installers
Your Sungrow system is offline
If the system is offline, we recommend following this Sungrow checklist to troubleshoot the issue or reach out to your installer for assistance.
Should this not be an option, you can also reach out directly to Sungrow customer support to investigate this issue.
Log a support case or find other contact details here.
Phone: 1800 SUNGROW (786 476)
Email: service@sungrowpower.com.au
Your Tesla Powerwall is offline
Your Tesla app may look like this:
You can find steps on how to reconnect the Tesla Powerwall to WIFI here. More information on troubleshooting device issues here.
Log a support case with Tesla here or find other contact details here.
Phone: 1800 64 6952
Email: teslaenergyplan@tesla.com (VPP support)
Your Fronius system is offline
If your system is offline, there is an instructional video from Fronius to help bring your system online again, which you can find linked here. You can also reach out to your installer for assistance.
Should this not be an option, you can also reach out directly to Fronius customer support to investigate this issue.
Phone: +61 03 8340 2900
Email: support@fronius.com
Your Redback system is offline
You can find Redback's general FAQ link here. Proceed to the following heading for troubleshooting: "My wifi doesn't seem to be communicating with my system, what should I do?".
If your system is still unable to connect, you can reach out to your installer for assistance.
Should this not be an option, you can also reach out directly to Redback customer support to investigate this issue.
Log a support case or find other contact details here.
Raise a ticket within your Redback portal here.
Phone: 1300 240 182
Email: customersupport@redbacktech.com
Your Sigenergy system is offline
You can find Sigenergy's general FAQ link here. Proceed to the "Mobile App" > "System Settings" section for the steps to connect to the wifi.
If your system is still unable to connect, you can reach out to your installer for assistance.
Should this not be an option, you can also reach out directly to Sigenergy customer support to investigate this issue.
Log a support case or find other contact details here.
Phone: 0489 080 832
Email: service.au@sigenergy.com
Your Neovolt system is offline
If your system is unable to connect, you can reach out to your installer for assistance.
Should this not be an option, you can also reach out directly to Neovolt customer support to investigate this issue.
Log a support case or find other contact details here.
Phone: 1300 901 706
Email: service.au@byte-watt.com
Your Givenergy system is offline
If your system is unable to connect, you can reach out to your installer for assistance.
Should this not be an option, you can also reach out directly to Givenergy customer support to investigate this issue.
Access Live Chat or find other contact details here.
Phone: 1300 GIVENERGY (1300 448 363)
Email: info.aus@givenergy.com
Your Enphase system is offline
If your system is unable to connect, you can reach out to your installer for assistance.
Should this not be an option, you can also reach out directly to Enphase customer support to investigate this issue.
Access Live Chat or find other contact details here.
Phone: 1800 006 374
Email: support@enphase.com
Is SmartShift still not communicating?
If you're not able to solve the communications error with the above troubleshooting steps, please feel free to reach out to our support team to have them investigate what may be causing the issue.
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