My App appears to be Offline - what do I need to do?

If you have had an email from us or if your system stats aren't showing on your app then it is more than likely your internet connection has dropped out and there are some steps you can follow to try and get yourself reconnected.

First step is to check how your system is connected to the internet. Go to section 1 for Powerline Adapters, section 2 for Hardwired connection and section 3 for any other.

Section 1 (Powerline Adapters): You should have one near your system and another near your internet router. Example of a common powerline adapter below:

Please ensure first that neither of these are plugged into an extension cord, as they only work effectively when plugged directly into a wall socket.

The first step is turning off the Social Energy Hub (see image below) - This can be done by lifting the small panel of the front of the White box Labelled "Social Energy" then flicking all of the switches off from left to right. You'll then need to re-pair your Powerline Adaptor please watch the following video on YouTube on how to do this - https://www.youtube.com/watch?v=h1sOKYsWJ0Q. 

Please check your app to see if you can see what your system is doing, this means you are reconnected. If you are still not able to see your system working, and your powerline adapters are connected, please get in touch on [e-mail].

Section 2 (Hardwired): You can try the instructions below:

•Power down the Social Energy Hub by flicking all the breaker switches from left to right into the off position (down)

(The switches may be under a panel as circled below)

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•Power down your internet router

•Check the LAN cable is securely connected to both the router and the Social Energy Hub

(Arrow in red in the above picture) - you can unplug and plug this back in to make sure its connected

•Power the router back up and wait until an internet connection is available.

•Once internet connection available, power the Hub on by flicking the breaker switches into the on position (up)

•You should now see the system working in the app again😊

If you don't and your internet is working, please get in contact with us on [e-mail], so we can investigate further. 

Section 3 (Other connection types), if your system is connected via WiFi Bridges or any other connection type then please contact your installer to let them know your system is disconnected, they should be able to get you back up and running. 

If you are concerned that there is an issue with your battery, please contact [e-mail] with as much information as you can to help us troubleshoot your problem.

We aim to get an initial response out to you within one working day. We will then have a look at your system to try and work out what the issue might be - it will usually take around 5 working days to get back to you with a resolution.

There is a chance we will point you in the direction of your installers/battery manufacturer if your issue is not something that Social Energy LTD is able to help with.