Troubleshooting
All new solar and battery systems are smart connected to the Horizon Power network. This enables us to sometimes energy manage your system via a Secure Gateway Device (SGD) - to maintain network stability.
If there's an issue with your system, find out about about the first steps to take, to get your system reconnected.
- If the SGD is offline your system will go into fail-safe mode and your solar system will stop generating electricity.
- If you've moved into a home with smart connected solar, you'll need to connect the system to the internet before it can start generating electricity.
Faults & issues
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How do I know if my Secure Gateway Device (SGD) is offline?
If the SGD is offline your system will go into fail safe mode and your solar system will stop generating electricity. You can check if the system is generating electricity by:
- checking the digital readout display on the inverter; or
- your solar system's manufacturers app if you have access to this.
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If the Secure Gateway Device (SGD) fails, how long will it take to be fixed or replaced?
If the troubleshooting steps don’t resolve the issue with your SGD, our Technical Engineers will attempt to resolve the issue remotely within 5 business days.
In the unlikely event that the device needs to be replaced, we'll contact you to arrange a suitable time to carry out a replacement within 15 business days from ordering a replacement.
Here's what to do to get your system back online
There's 3 simple steps to power-cycle the Secure Gateway Device (SGD) off and on to reconnect your system to the network.
Connect your solar inverter to your internet
Make sure the ethernet connection from your SGD is securely connected to your modem. And that you can access your home internet.
Power cycle your solar inverter and SGD
Turn off the external switch to your SGD located near the solar inverter. At the same time power cycle your inverter by following the manufacturers guidelines.
Wait 30 seconds before turning them both back on
It may take up to 15 minutes for the SGD to come back online and connect your system back to the network.
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