Troubleshooting and help

Check that the dongle has power. The setup network only exists when the dongle isn't on your Wi-Fi. If it has been set up before, hold the button down for 8 seconds to start over.

Go to 192.168.4.1 in the browser while the phone is connected to the GridZeno-Setup network. Some phones switch away on their own because the network has no internet. Choose to stay on the network, or turn off mobile data for a moment.

Check the password, and that the dongle is within range of the router. The Dongle page shows the Wi-Fi signal; if it's weak, move the router closer, or set up a Wi-Fi extender.

Follow How to get the dongle back on the page: check the power, cut the power for 10 seconds, and connect it to your Wi-Fi again if you have a new router or a new password. If that doesn't help, press Write to support.

Check that the Modbus cable is in the inverter's communication port and in the dongle, and that you've chosen the right inverter model and connection. You change them under System, Change inverter.

Use the USB charger and the cable that came with it, and check that the plug is firmly in at both ends.

Your phone or computer must be on the same network as the dongle. Use the button Open the dongle's page under Dongle, and log in with the dongle's number.

Go to System, press Change inverter, choose the new model, and press Save inverter. The dongle fetches its setup and reads the new inverter.

Use the username you chose when ordering, and the dongle's number as the password, for example GZ-C596E2. It doesn't matter whether you type in upper or lower case. Then choose your own password under Profile.

Press Forgot password? on the login page, and enter your e-mail. You get a link by e-mail that works for an hour.

Log in with one of your backup codes instead of the code from the app. If you don't have those either, write to us, and we'll reset two-step login.

It's on the label on the dongle, at the top of the setup page and under Dongle in the web app. It looks like GZ followed by six characters, e.g. GZ-C596E2.

The dongle must have completed the Wi-Fi setup and be switched on. Also check that the number is typed correctly. Try again in a minute if the dongle has only just come online.

The dongle belongs to another account. Contact us for a reset, and give us the dongle's number.

A dongle from our shop can only be linked to the account it was sent to. Check the number, and write to us with your order number if it's correct.

Contact us with the dongle's number, and we'll get the dongle ready for the new owner, who then links it to their own account.

See the Dongle page. If it has worked before and has stopped, you get a message when the dongle hasn't checked in for 30 minutes, if you have turned the message on under Notifications.

The inverter typically lacks a smart meter or current clamp, or it isn't enabled in the inverter's settings. Your installer can help set it up.

Then the meter or current clamp is fitted wrongly, or it's set up wrongly in the inverter. This has to be corrected in the inverter's own settings, typically by your installer. The solar production isn't affected.

The battery is read directly from the inverter. Press Read again under System. If the inverter itself can see the battery on its display or in its own app, but GridZeno can't, write to us with the inverter model.

It's the inverter's own fault message, and it's also shown on its display. A warning often goes away by itself. If a fault doesn't go away, contact your installer, or write to us with the text from the page.

The dongle measures from the day it was plugged in. It can't fetch measurements from before that.

For the first couple of weeks, the forecast gets to know your system. If it's still off after that, check the orientation, tilt and power of each string under Location and panels. The panel check compares them with the measurements and can correct them.

Press the action under Plan, and read Why?. If one of your own rules is deciding, it says so there. If the control is set to Yourself (Manual), the plan is shown, but it isn't carried out.

With Smart, it only charges from the grid at negative prices. With Pro, Buy power for the battery when it's cheap must be turned on under Automatic. Maximise self-consumption and Preserve the battery only buy at negative prices. And the control must be set to GridZeno.

It's typically a hold: GridZeno saves the power in the battery for a more expensive hour later, and the plan says so with a reason. It may also be that the battery has reached your minimum.

That's expected. During grid charging, the battery doesn't cover the house, so the house buys its power in the meantime. When the battery has reached its target, it stands idle for the rest of the block.

Check that Stop selling when the price is low is chosen under Automatic, Grid export, and that the control is set to GridZeno. It requires Smart or Pro. If it says that selling has been stopped, press Start selling again.

If Start selling again by itself is turned off, selling stays stopped after a low price until you press Start selling again under Automatic.

Use your rules must be turned on on the Rules page. Also check the rule's days, period and condition, and whether the card says Not used and why.

Choose your grid company under Grid company and electricity contract. GridZeno then calculates your real buying price with tariffs, tax and VAT.

Choose or enter the buyer of your surplus power under Grid company and electricity contract. Without it, the selling price can't be calculated correctly, and price messages and selling can't be accurate.

Choose Enter it yourself under Electricity contract, and enter the surcharge in øre per kWh, as it's on your bill, with or without VAT.

Tomorrow's prices aren't published until the afternoon, normally around 13:00. GridZeno fetches them as soon as they're available, and redoes the plan.

Push must be turned on for each device: under Notifications in the browser, and in the app's Messages tab on the phone. The device must have given permission. Press Send a test message to try. Also check that the message has Push turned on.

Allow messages from GridZeno in the browser's settings for the site, and reload the page.

Check your spam folder, and that the message has E-mail turned on under Notifications. Some messages require Smart or Pro.

Turn off individual messages under Notifications, or adjust the limits, e.g. the percentage for The battery is almost empty, or your price limits under Automatic.