Sync Energy is not connected to the Internet. Charger requires connection to Internet and Sync Energy backend platform either via GSM, WIFI or Ethernet connection.
My Sync Energy has previously been connected via GSM (SIM) but is now showing a yellow halo?
If the unit is connected to the Internet via a GSM (SIM) connection, the likely cause is that the 2G/3G signal strength does not meet the minimum required level to ensure a continued, stable connection to the network.
How do I resolve this?
Power cycling (turning the power off, then back on) the Sync Energy for a period of 10-15 seconds should force the Sync Energy unit to establish a connection regardless of the current signal strength (RSSI). In cases of frequent disconnects, Sync Energy recommend where available the unit is connected to an available WIFI network. (Please see below). Also an external aerial could be installed to improve signal strength.
My Sync Energy is connected via my home Wi-Fi network but has lost its connection?
Wi-Fi network strength is most optimal at distances between 1-6 metres but not limited too. (Please note, there are many variables that can be detrimental to this factor, such as building construction, router location alongside alternative electronic device interference within the network). As with any WIFI enabled device, the Sync Energy requires a strong, stable connection to ensure connectivity issues are minimised. If the unit has previously been connected, firstly, please check on your network service to ensure this is no disruption to your service. Please also check with your service provider there have been no security/firewall updates to your network. Power cycling the Sync Energy for a period of 10-15 seconds should force the Sync Energy to re-establish its connection to the specified home WIFI network. In the rare event this is unsuccessful, the Sync Energy may require recommissioning for home Wi-Fi credentials to be applied. Also try and power recycle the home internet router.
How do I resolve this?
Contact Sync Energy customer support by clicking here to request a call-back.
Our customer support team will get in contact to provide a video guide explaining this process, or alternatively, walk through this process with the end user. In the event where frequent disconnects are present, this indicates the home WIFI network is not providing the required signal strength to ensure a continued, stable connection. In this instance, Sync Energy recommend installation of a WIFI repeater/extender/booster be installed at the possible closest location to the Sync Energy.