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[PROD.GW.1NCE] 1nce v1 gw issue instruction SW<1.19

Multiple v1 gateways went offline at the same time, It happened multiple times.

It concerns Gateway SW equal or lower than SW1.17.

We do not proactivally approach customers. Once they approaced us, we take corrective actions. 

  1. Check whether it is linked to 1nce outrage. Verify that standard actions such as simcard reset do not help.
  2. Try to log in with v1 tool. If succesful reboot the gateway. Within 5 minutes gw will appear online, and in coming hour panels and inverter shall be visible again. 
  3. If no luck: We ask the customer to give a power cycle to the gateway, of at least 10 minutes long (compared to the initial instruction, this time we have evidence that it helps)
  4. If the gateway is still offline, they can call us back. In that case we ask whether the gateway happens to be near the modem and whether they can temporarily arrange a wired internet connection for around 30 minutes. If that is done, Gateway shall appear online
  5. If that is not possible or did not bring any luck, we arrange a site visit. Required material:
    1. already updated V1 to version SW1.19 (Box in lab labeled V1 GW's for 1NCE swap)
    2. GW 2d,
    3. MiFi modem
    4. ethernet cable
    5. Extension cord.

On-site: first try to update the customer’s V1 using the MiFi router.
If that does not work or is not possible, we perform a V1-for-V1 swap.

  • Using ssh or 1nce portal, send Reconfig command right after GW establishes connection with 4g (outer LED starts blinking).
  • Call Anton or second-line support.
  • If this takes too long and second-line support cannot help us, swap for a 2d.

The returned V1s will be updated later at the office, after the update, please make sure that GW has a connection with 4G (outer LED starts blinking). Do not use Gateway which has come back from the field in last 7 days.