Denowatts

Troubleshooting

Gateway Troubleshooting

The root cause of a problem with the Denowatts gateway can usually be traced back to one of three categories: power supply issue, network/connectivity issue, or a firmware bug. Typically, the symptom is either a lost connection in a remote monitoring portal, or the device is unresponsive on site.

Give this article a browse if you are tasked with troubleshooting a Denowatts gateway or having trouble with the installation process.

Denowatts support is also happy to assist:

Power

Does the device have adequate power?

If the gateway is not receiving adequate power, the LCD Screen will be off, and there will be no power status lights lit. Check to ensure that 12-24V DC is getting to the Denowatts gateway. Use a multimeter and check VDC at Denowatts terminals.

If you are not getting 12-24 vdc from the gateway, the issue lies elsewhere in the system and not the Denowatts gateway. Start tracing your way back through the system to see where you start to get acceptable voltage again. Start looking for other symptoms on the site that could be related:

  1. Power supply has acceptable input/output voltages

  2. Wire terminations are snug and landed in the right terminals

    • polarity check

  3. DAS fuse continuity check

  4. Check for tripped breakers in the AUX panel

  5. The site has AC Power

Network/Connectivity

In this section, we will cover a few common issues that can occur on the network side of things. Network and connectivity troubleshooting can be very tedious, and it is important to use all the available information and symptoms to narrow down the area of focus. Start asking yourself:

  1. Is the problem specific to a singular device, or are other devices impacted on the same site?

    • Are other sites impacted?
    • What are the commonalities between the sites/devices experiencing the problem?

  2. Is this a recurring or first-time problem?

    • Were we connected previously, or have we not gained initial communication yet?
    • Are there known issues with the site or the device in question?

  3. Were there any correlating events prior to the problem occurring?

In Denowatts' extensive experience troubleshooting communication issues, the biggest culprits come down to firewall/network permissions, faulty communication hardware, and 3rd party configuration.

Firewalls

Sometimes the Denowatts gateway will not connect to the internet automatically upon installation, and additional work is required to get it access even after setting a static LAN IP address. Usually, when this happens, there are specific firewall rules in place that prevent the Denowatts gateway network traffic from reaching Denowatts Servers. Some sites' networking rules are defined down to the specific Ethernet port on a switch.

Look out for firewalls in the following scenarios

  1. Larger sites with specific NERC cybersecurity requirements.
  2. Systems that are connected via the facilities/building local networks.

This problem has a straightforward solution, and it involves the network administrator allowing inbound and outbound traffic to the Denowatts device. If this is the case, please request our current whitelisting requirements from support@denowatts.com, and send them to your network admin. Denowatts is happy to assist with this process.

Hardware

Sometimes connectivity issues can be traced back to the hardware itself. Please check the following for potential issues:

  1. Ethernet cables
  2. Ethernet ports and switches
  3. Fiber switches

3rd Party Configuration

If the Denowatts devices stop communicating in a 3rd party monitoring platform, please ensure communication settings are correct.

This type of communication issue is a rather easy one to diagnose because the Denowatts device will stop reporting in the 3rd party monitoring portal, but will have regular operation in the Denowatts portal.

To resolve: download the Modbus map of the problem site from the Denowatts portal and send it to your third-party monitoring provider. The Denowatts modbus map provides all the necessary information for the monitoring provider to pull data from the Denowatts device.

Gateway Bugs

Denowatts support will help diagnose this specific root cause, it is very rare that we experience an issue with the gateway. If the gateway is suspected to be the culprit, please verify that the gateway has adequate power, the network is functional, take pictures of any odd behavior, and contact Denowatts support.

Please contact Denowatts at any point while reading this guide with questions, comments, or concerns:

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