What to do if your sonnenBatterie is offline

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Dear sonnen customer,

If you think there is a problem with your sonnenBatterie then please follow the guide below:

Check your battery
Check your internet connection
Identify the issue with your router or network connection
Check for an issue with your powerline adapters connection

1. Check your battery

First you should check your battery to ensure your battery is functioning normally. If the eclipse on your battery is white or green during a power cut, your battery is working normally. If your eclipse is red, please call our customer support at +44 203 854 4081 or send an Email to international-service@sonnen.de. If the colour is orange then there is an internet connection problem.

2. Check your internet connection

Check whether other devices in your home are connected to the internet. To test whether the internet works either refresh this page or you follow the link to www.sonnenbatterie.co.uk. If neither of those work then please check the following:

All cables are correctly connected to your router
Turn your router off, wait 10 seconds and turn it back on
Ensure that the router lights are on. Use the router manual to identify the different symbols.
Have you made any changes to your network? For example, a new password, network provider or change of routers?

If you were unable to get connected to the internet on any of your devices, please contact your internet provider for more help. However, if you have not been able to reconnect your sonnenBatterie to the internet please continue to the next point (3).

3. Identify the issue with your router or network

Your router is connecting to other devices in your house but not with your battery. Therefore, we will need to go through some tests to figure out the issue.

Search for the log-in information to your router from the files that your internet provider has given you
Contact your router by using the IP-Address. Enter the digits into your browsers search function.
Have your router and sonnenBatterie manual in hand to check the settings

Once entered, you should have a menu with different settings available to choose from. Now we will have to check if the sonnenBatterie is connected to the router correctly.

Most routers will give you a list of all the devices that are currently connected or have been recently connected to your router.
In the sonnenBatteries manual under “troubleshooting” you will find all the approved ports. For most networks, a separate port release is usually not necessary. With connection issues the port release should always be checked and be set up again. Go to http://vpncheck.sonnenbatterie.de to check the ports.
In case your networks access is regulated on specific MAC-addresses, you will have to allow your sonnenBatterie access.
Depending on your router you will need to change its settings. The sonnenBatterie cannot activate the ports on its own so you will need to select Home Network -> Network Settings and select the mode to allow ports to be activated. More information can be found in your router’s manual.
Some routers allow for a guest access, and this can lead to problems with the port release. The sonnenBatterie should not be in a guest network and thus needs to be changed.
The sonnenBatterie uses a DHCP protocol to build a connection. Check under Connection Issues if this option is activated.
Remove the addresses of old devices as well as the sonnenBatterie from your router to renew them.
In some cases, other devices such as tablets and smart phones receive new address when reconnecting. As there is a limit to the amount of addresses available this problem needs to be reconfigured with user-devices, such as tablets and smart phones.

4. Check for an issue with your powerline adapters connection

The sonnenBatterie is often installed in cellars or Garages, therefore, installers will often use powerline adapters.

This type of installation is typical, however also very susceptible to faults. The use of this the adapter is at your discretion and that of your installers. Should you have an issue with the powerline adaptors connection, please contact your installer to solve the problem.

However, you can check the following beforehand:

Ensure that you are using the following adapters: CE Class B (EU, CH, NO)
Restart the powerline adapters. One plug is next to the sonnenBatterie. The opposite end will be next the router. To restart, you must unplug both simultaneously.
If the adapter disconnects due to a power failure, you would need to re-couple the adapters.

If you have any further questions or concerns after reviewing the above information, your installer or the sonnen customer service will be more than happy to help further.

Please contact us at international-service@sonnen.de

Thank you,

Your sonnen team