FAQ

The error message “I/O error: read/write to disk, serial port or network failed” indicates that the controller encountered a problem while accessing internal storage, communication ports, or network resources. In some cases, this can be caused by a temporary communication interruption or system instability. First reboot the controller and check whether the error still appears afterward. If the error persists, verify the controller connectivity, attached communication devices, and power stability. If the issue continues after restarting the controller, contact support with screenshots of the error message, controller status, and recent system activity.

If you can no longer access the commissioning interface after configuring a fixed IP address, the controller may be using network settings that are unreachable from your current network configuration. If you know the configured fixed IP address, connect your computer directly to the SmartgridOne Controller using an Ethernet cable and configure your computer with a fixed IP address in the same subnet range. Then open the configured controller IP address in your web browser. Avoid using switches or routers during this test connection. If you do not know the configured IP address, you may be able to discover it through mDNS or by scanning the local network. In some cases, resetting the SmartgridOne Controller may be required to restore access. If the issue continues, contact support with details about the configured network settings and controller status.

If the commissioning interface reports that the controller is offline, first verify that the SmartgridOne Controller has a working internet connection. You can test this by checking the network connection on the Ethernet cable connected to the controller or by scanning the local network to locate the controller IP address. In networks with fixed IP addressing, verify that the controller network settings are configured correctly, as the controller uses DHCP by default. Also check whether the required outbound firewall ports are allowed and whether the Ethernet wiring guidelines were followed correctly. If the controller uses a 4G or 5G connection, verify the mobile signal quality, router placement, and whether the data bundle still has sufficient available data. If the issue continues, contact support with screenshots of the network configuration, controller status, and connectivity setup.

If the EMS is using more mobile or internet data than expected, first check whether the data saver functionality is enabled. External signal integrations and live data sources may also increase data usage because they often require a continuous online connection and frequent updates. If the controller uses a 4G or 5G connection, verify that the available data bundle is sufficient for the installation setup. Also check whether other devices on the same internet connection are consuming significant amounts of data. If the data usage remains unexpectedly high, contact support with details about the active integrations, internet connection type, and controller configuration.

Inconsistent data can occur when the onboarding process was not completed correctly or when important configuration settings were skipped. Please verify that all installation settings, devices, pricing settings, and asset information have been completed correctly. If you are unsure whether the onboarding was completed, contact support so we can check the installation configuration.

Missing or incorrect data can have several causes. First check whether the controller is online and whether the connected devices are powered and communicating correctly. Possible causes include an offline controller, missing device communication, incomplete device configuration, viewing the wrong device or child device, a temporary network issue, or incorrect installation metadata. Data issues may require additional investigation by support. Please include the installation name, affected device, time period, and screenshots when creating a ticket.

Before creating a support ticket, check whether the controller is online, all devices are powered on, the network connection is working, devices are communicating, you are viewing the correct device or child device, pricing and installation settings are completed, there are active alarms, and the controller is on the latest version. If the problem continues, create a support ticket and include screenshots, timestamps, and the affected device information.

You can create a support ticket through the support portal. Include as much relevant information as possible, such as the installation name, affected device, a clear description of the issue, the time period when the issue occurred, screenshots, error messages, and the device brand and model if relevant. This helps support investigate the issue more quickly.

If the controller cannot validate the entered address, try using the name of a nearby town or city instead. The address is only used to retrieve weather forecasts, so an exact address is not required. A nearby population center will work fine for correct weather data.

Some installations require accessories such as DS1242 relay modules, RS485-to-Ethernet converters, or P1-to-USB dongles. Each accessory has its own installation and configuration steps. Please follow the dedicated installation guide or tutorial video for the accessory you are using.

You can add compatible devices through RS485 by connecting the device to the controller and configuring the correct serial communication settings. You will usually need the correct A/B wiring, Modbus address, baud rate, parity and stop bit settings, and the correct device type in the platform. A tutorial video is available for supported device types.

To add a device through Modbus TCP, the device must be reachable over the local network. You will usually need the device IP address, Modbus TCP port, correct unit ID if applicable, correct device type, and confirmation that Modbus TCP is enabled on the device. Make sure the controller and the device are connected to the same network or that routing between them is correctly configured.

If your login or password is refused in the commissioning interface, first verify that the SmartgridOne Controller is correctly claimed and linked to your account in the platform. Also check whether the account you are using has sufficient access rights for the controller or installation. If the controller is offline and you do not know the local login credentials, you may need to contact your distributor or installer to obtain the recovery password for local access. If the issue continues, contact support with details about the account used, controller status, and any displayed error messages.

A device can be claimed through the platform by following the device claim process. Make sure you have the correct device information available before starting. The claim process may take a few minutes to complete. If the device cannot be claimed, check whether it is online and whether it has already been claimed by another account.

The customer can request a password reset from the login page. In most cases, this solves the issue. Sometimes account emails are delayed or blocked due to mail server rate limiting, spam filtering, or incorrect email settings. Please also ask the customer to check their spam or junk folder.

If you are an end user, you need to receive access from your installer. Once access is granted, you will receive an email with your login credentials. If you are an installer, you can create an account by registering your business via the platform login page. Follow the registration steps to request access. If you do not receive an email, check your spam folder or verify that the correct email address was used.

Fixed pricing can be configured by entering the relevant purchase and injection prices. These values are used by the EMS to calculate and optimize energy behaviour. Make sure the values reflect the customer’s actual contract as closely as possible.

Day-ahead prices are hourly electricity prices published on the energy market for the following day. The EMS uses these prices to optimize charging, discharging, and energy consumption behaviour based on expected electricity costs. In many regions, the prices are provided through EPEX Spot and are updated daily. The availability and accuracy of day-ahead prices depend on the configured country, pricing contract, and market data availability.

Variable pricing can be configured in the platform by selecting the appropriate pricing type and entering the required contract or market information. This allows the EMS to take dynamic electricity prices into account when optimizing the installation. Please make sure the selected contract type matches the customer’s actual energy contract.

If your login or password is refused in the commissioning interface, first verify that the SmartgridOne Controller is correctly claimed and linked to your account in the platform. Also check whether the account you are using has sufficient access rights for the controller or installation. If the controller is offline and you do not know the local login credentials, you may need to contact your distributor or installer to obtain the recovery password for local access. If the issue continues, contact support with details about the account used, controller status, and any displayed error messages.

A device can be claimed through the platform by following the device claim process. Make sure you have the correct device information available before starting. The claim process may take a few minutes to complete. If the device cannot be claimed, check whether it is online and whether it has already been claimed by another account.

The customer can request a password reset from the login page. In most cases, this solves the issue. Sometimes account emails are delayed or blocked due to mail server rate limiting, spam filtering, or incorrect email settings. Please also ask the customer to check their spam or junk folder.

If you are an end user, you need to receive access from your installer. Once access is granted, you will receive an email with your login credentials. If you are an installer, you can create an account by registering your business via the platform login page. Follow the registration steps to request access. If you do not receive an email, check your spam folder or verify that the correct email address was used.

If you do not want the battery to discharge while charging your EV, you can configure the EV charging settings to exclude battery energy usage for specific charging sockets or charging stations. This allows the EV charger to prioritize grid or solar energy instead of drawing power from the battery system. The exact configuration depends on the charger integration and installation setup. Check the EV charging configuration page or installation guide for the available energy source settings and charging behaviour options. If the configuration does not behave as expected, contact support with screenshots of the EV charging and battery settings.

If more power is being exported to the grid than the configured limit, first verify that the allowed grid export power is configured correctly in the EMS settings. Also check whether the solar control mode is set to a mode that actively limits feed-in power. The connected solar inverters must allow remote control and must be properly connected to the EMS so they can receive curtailment commands. If one or more solar inverters are not connected to the controller, the EMS may be unable to limit the total export power correctly. In installations with hybrid inverters, make sure both the PV system and battery were added correctly during device configuration. If the battery becomes fully charged while uncontrolled solar production continues, temporary export limit exceedances may also occur. If the issue continues, contact support with screenshots of the export settings, inverter configuration, and power graphs.

The EMS may stop discharging the battery slightly above the configured minimum state of charge as part of a built-in protection mechanism. This safety margin helps prevent the battery from repeatedly switching between charging and discharging due to small measurement fluctuations or battery self-discharge. When the battery state of charge drops below the configured minimum because of natural self-discharge, the EMS may briefly recharge the battery to restore a stable reserve level. To avoid unstable behaviour caused by small state-of-charge measurement inaccuracies, the controller typically maintains a buffer of around 1–2% above the configured minimum level. This behaviour is normal and helps protect battery health and system stability.

If the battery state of charge suddenly changes, drops unexpectedly, or jumps to zero, this is often caused by an imbalance between the battery cells. In many cases, the battery management system requires a full charge cycle to correctly rebalance and recalibrate the battery. A common solution is to force charge the battery to 100% and keep it fully charged for several hours. For a one-time rebalance, you can use the testing or manual override function to keep the battery charging for an extended period. Some installations also support a scheduled battery maintenance charge function to periodically rebalance the cells automatically. If the issue continues after a full balancing cycle, contact support with screenshots of the battery status and state-of-charge history.

The battery may not always charge or discharge at the full nominal power of the inverter. This can happen for several reasons. In many installations, charge or discharge limits are configured in the battery inverter settings to protect the battery system. In addition, the battery itself may have a lower nominal power rating than the inverter. Battery temperature can also affect performance, as many batteries automatically reduce power outside their optimal operating temperature range. Another possible cause is battery cell balancing behaviour, where the battery management system temporarily limits charging or discharging to balance the internal cells. In some cases, fully charging the battery can help restore balanced operation. Also verify that the device configuration allows exporting energy to the grid if export is expected. If the issue continues, contact support with screenshots of the inverter settings, battery status, and power graphs.

If the battery power continuously oscillates or rapidly changes between charging and discharging, first check whether the energy meter is installed or configured in reverse. Incorrect meter direction can cause the EMS to react incorrectly to measured grid flows. In many cases, the meter direction can be virtually reversed in the device settings of the commissioning interface. Another common cause is delayed or unsynchronized communication between the battery and the grid meter. If one device updates measurements slower than the other, the EMS may continuously overcorrect the battery power, resulting in oscillating behaviour. If the issue continues, contact support with screenshots of the power graphs, device settings, and meter configuration.

During self-consumption mode, the EMS continuously adjusts battery power to keep the grid power close to zero. However, small deviations are normal and can occur because of inverter accuracy limitations and response delays in the control loop. Many battery inverters have a measurement or control accuracy of around 1%, especially at lower power levels. In addition, the controller requires some time to detect changes in consumption and send updated control signals to the battery. During rapidly changing household or site consumption, this can result in small temporary grid import or export values instead of maintaining an exact zero value at all times. In most installations, a combined accuracy deviation of around 2% of the nominal power of the largest device can be expected.

During cost optimization, the EMS continuously recalculates its planning based on energy prices, forecasts, consumption patterns, and device behaviour. In some situations, the controller may determine that charging or discharging the battery is currently not financially beneficial, resulting in no battery activity. First verify that the local battery control mode is correctly set to cost optimization and that no external control signals or third-party integrations are overriding the local behaviour. Also check that the battery or inverter allows remote control and that the configured pricing settings are correct. If the battery remains inactive, verify whether the price spread between low and high electricity prices is large enough to justify battery usage. In some cases, reducing the minimum price difference threshold for storage control may help the EMS activate the battery more often. Avoid setting this value excessively low, as this may reduce optimization efficiency. If the issue continues, contact support with screenshots of the pricing settings, planning overview, and battery behaviour.

The cost optimization planning of the EMS is continuously recalculated and adjusted based on updated forecasts, pricing information, device status, and measured energy behaviour. Because of this, actions that were planned earlier may later be changed if the controller determines that another action is more optimal or necessary. If the behaviour seems unexpected, first verify that the local battery control mode is correctly set to cost optimization and that no external control signals or third-party integrations are overriding the local behaviour. Also check that the device allows remote control and that the configured pricing settings are correct. In some cases, resetting the prediction model or disabling energy trading features may help restore expected planning behaviour. If the issue continues, contact support with screenshots of the planning overview, pricing settings, and recent battery activity.

If the battery charges or discharges at unexpected moments during cost optimization, first verify that the local battery control mode is correctly set to cost optimization. Also check whether any external control signals or third-party integrations are active, as these can override the local control behaviour. Make sure the connected battery or inverter allows remote or EMS control and that there are no active faults or alarms on the device. Incorrect pricing configuration can also lead to unexpected charging or discharging behaviour, so verify that the configured energy contract and pricing settings are correct. In some cases, resetting the prediction model may help restore normal optimization behaviour. If the issue continues, contact support with screenshots of the control settings, pricing configuration, and recent battery behaviour.

By default, the EMS may apply a safety factor below the configured export limit to reduce the risk of exceeding grid limits during sudden power fluctuations. For example, with a configured export limit of 100 kW, the system may limit production to 90 kW. This safety margin helps the controller react safely to rapid solar production changes caused by weather conditions or changing loads. The safety factor can usually be adjusted in the advanced settings of the controller. Keeping the safety factor below 100% is recommended when the installation contains both consumers and producers or when large fluctuations are expected. Only increase the limit if you are sure the installation can safely operate without triggering breakers or exceeding grid constraints.

Circuit breakers can trip when solar production changes too quickly and exceeds the configured grid or power limits. This is especially common during unstable weather conditions where PV production fluctuates rapidly, for example when clouds pass over the installation. To reduce the risk of breaker trips, make sure the solar production is also controlled by the EMS. If direct solar control is not possible, configure a safe production ramp-up rate, such as 25% per minute, to avoid sudden power spikes. If the issue continues, verify the configured grid limits and contact support with screenshots of the power graphs and installation settings.

If the EMS is not following the configured local control mode, first check whether an external control signal is enabled. External control integrations such as dynamic energy providers or third-party control systems can override local control modes. Also verify that the connected device or inverter is configured to allow remote or external control. Active faults, alarms, or device errors may prevent the EMS from applying the requested behaviour. In some cases, the device configuration must also explicitly allow exporting energy to the grid. If the issue continues, contact support with screenshots of the local control settings, external signal configuration, and any active alarms.

If the EMS is not following the external control signal, first verify that the external signal integration is enabled and configured correctly. Make sure you have a valid contract or connection with the external signal provider and that the required information was entered correctly during setup. Also check whether the connected device or inverter is configured to allow remote or external control. Active faults, alarms, or device errors may prevent the EMS from applying the requested behaviour. In some cases, the device configuration must also explicitly allow exporting energy to the grid. If the issue continues, contact support with screenshots of the signal configuration, device settings, and any active alarms.

If you have a dynamic energy contract, the system uses the configured pricing information to optimize energy flows. However, export during negative prices can still happen depending on the installation setup, battery behaviour, grid constraints, forecast data, or device limitations. Possible causes include a full battery, a battery that cannot charge further, a battery that does not accept setpoints, device or inverter constraints, incomplete pricing configuration, delayed forecasts or signals, or local production that is higher than controllable consumption or storage capacity. Please check whether the dynamic contract and pricing settings are configured correctly. If the issue continues, contact support with the relevant time period and screenshots.

Power limits can sometimes be exceeded temporarily. If the exceedance is a short peak, this may be caused by delayed signals or slow device responses. The scheduler may need time to react, especially when loads change suddenly. If the limit is exceeded for a longer period, possible causes include incorrect settings, unknown or unmanaged loads, heavy loads starting unexpectedly, slow device communication, a battery or inverter not following setpoints, or missing measurement data. Please provide the time period, configured limit, and a screenshot of the power graph when contacting support.

There can be several reasons why a battery does not follow setpoints from the EMS. In many cases, this is related to the battery configuration: some batteries need to be explicitly configured to accept external control from an EMS. If this setting is not enabled, the battery may ignore the setpoints it receives. It can also be caused by an integration issue or by brand-specific battery behaviour. Please check whether the battery is configured to accept EMS control. If the issue continues, contact support with the battery brand, model, communication protocol, and a screenshot of the current behaviour.

Some alarms originate directly from the connected device or manufacturer. These are often called factory alarms. Depending on the device, these alarms may appear frequently, even when no immediate action is required. In some cases, they are informational or caused by the way the device reports its internal status. If an alarm is unclear or appears repeatedly, please contact support with a screenshot so we can help determine whether action is needed.

Alarms in Insights indicate that a device, controller, or installation has reported an issue or abnormal condition. Some alarms are generated by the connected device itself, while others may be related to communication, configuration, or installation behaviour. To investigate an alarm, check which device triggered it, when it started, whether it is still active, whether the device is still communicating, and whether the installation is behaving normally. If you are unsure what an alarm means, contact support with a screenshot of the alarm and the affected device.

This usually means that the metadata linked to the installation is incorrect or outdated. It can also happen when you are viewing a parent device instead of the underlying child devices. In that case, the displayed asset overview may not fully match the physical installation. We recommend not changing this metadata yourself. Please contact support so we can verify the configuration and correct it where needed.

Energy measurements shown in the EMS may differ from those in the manufacturer’s portal because different calculation or measurement methods are used.Some manufacturers do not provide precise energy readings. In such cases, the SmartgridOne Controller calculates energy values based on the power data it receives from the device. These differences are expected and do not impact the performance of the control algorithms of the SmartgridOne Controller.

If the app shows import while there is actually export (or the opposite), the grid energy meter is likely installed in reverse. You can correct this by adjusting the meter direction in the device settings within the “Devices” tab of the commissioning interface.Important:Only reverse the meter in the settings if it is physically wired incorrectly. Incorrectly reversing a properly installed meter can lead to unstable system behavior and incorrect control actions.

Solar production may appear doubled if both the inverter and an energy meter are reporting the same production.Check whether you have an energy meter assigned to measure your solar panels. In the configuration, verify that the meter is correctly assigned to the solar production group.If both an inverter and a meter report the same data, adjust the configuration to avoid duplication.

The ‘house’ icon represents the difference between the grid energy meter and the combined power of all devices connected to the SmartgridOne Controller. In most cases, this corresponds to the consumption of other loads in the building.If a battery or solar inverter is not connected to the SmartgridOne Controller, its power will also be included under the ‘house’ icon.

If no live data is visible in the app, first verify that the SmartgridOne Controller is online and connected to the internet. If the controller is offline, no data can be sent to the platform. Once the connection is restored, data should update automatically. If the controller is online but data is still missing, further investigation of connectivity or device communication may be required.

Non-installed EMS systems do not need to be manually recalled or updated before installation. When the SmartgridOne Controller is connected to the internet during the installation process, it automatically checks for available software updates and installs them if needed. Make sure the controller has a stable internet connection during commissioning so the latest software version can be downloaded successfully.

You can view the software release notes and changelog directly on the SmartgridOne Controller through the Settings → About → Changelog section. If you have access to the toolbox platform, the changelog information is also available there. The changelog contains details about new features, improvements, bug fixes, and supported integrations introduced in each software version. You can also subscribe to the company newsletter to stay informed about important software releases and updates.

The controller interface may show status messages related to connectivity, device communication, updates, or configuration. These messages help indicate whether the controller is online, whether devices are communicating, and whether action may be required. If you see a status message that is unclear, please check the documentation or contact support with a screenshot.

You can update the controller through the toolbox. Before updating, make sure the controller is online, the installation has a stable internet connection, and no critical configuration work is being performed at the same time. A tutorial video is available in the video tutorials section.

You can check the controller version through the controller interface or toolbox. Keeping the controller up to date is important because updates may include bug fixes, new integrations, performance improvements, and security updates. If your controller is not on the latest version, you can update it yourself through the toolbox by following the update instructions.