We are having trouble adding a new installation to our VRM account. I have gone through the troubleshooting on the VRM guides even though we have already added a few installations before without a problem.
The system is a 3 Phase ESS with 3 Multiplus II 5000 50-70, one per phase. The multis are connected through VE Bus to the Cerbo. The battery pack is connected to the Cerbo through VE Can. We have made all system configuration and testing locally and everything is set and ready however when adding the installation to VRM portal it says the GX device has not made a connection yet and therefore cannot be added.
On the local network I can access the Cerbo without problems and it displays a healthy connection with VRM. No error on HTTPS connection status, last contact keeps resetting according to Log interval, 0 stored records. WiFi is also a stable and strong connection.
Here is what we have tried:
Firmware update (from v3.34 to v3.66 also tried v3.34 again and then update again with no success on either version)
Factory Reset through SD card file (simple factory reset not the full OS reinstall since we tried firmware update before)
Different Internet Connections (all through WiFi though, one from the local connection and another from a mobile hotspot)
SSH into the Cerbo and tried every mac address from other interfaces as VRM ID
Multiple reboots
Changed VRM access settings from “Full“ to “Off“ to “Read-only“
Tried both HTTPS and HTTP
Every time we tried adding a new installation to our VRM account the same message popped up: “The installation with the specified VRM Portal ID or IMEI could not be found.“
We can’t really figure out what’s going on, it seems as if the problem is not the Cerbo but rather our VRM account but that also seems unlikely. Currently I have exhausted our ideas for possible causes and could not really find similar cases online so would appreciate any help or possible solutions to try.
Looking forward to your feedback. Thanks in advance
Ensure that you are the sole owner of the VRM ID, and that no one else has previously added it to their account.
Your router must support NAT forwarding.
As a test, try placing the IP or MAC address of the Cerbo in the DMZ zone, then add the VRM ID to your account. This is only to confirm that the ID is properly assigned to you. Afterwards, remove your Cerbo from the DMZ and make the appropriate NAT forwarding settings for the Cerbo’s IP/MAC address on your router.
Unfortunately the installation is in a corporate environment which doesn’t really have a DMZ zone. Port 80 and 443 are already in use by other services. Is there a specific port forward that I can do or does it really need to be a full DMZ?
I don’t recommend port forwarding! It’s extremely unsafe!
It should be a full-fledged NAT translation.
UPD:
If you’re saying that this is a corporate network, it’s highly likely that the network administrator has disabled NAT broadcasting for everyone. It would be much simpler, without compromising the internal security of the corporate network, to ask the network administrator to allocate a static IP for your Cerbo MAC address and open NAT for it. That way, everyone will be satisfied.
Correction, yes NAT is enabled for the Cerbo hence it can connect to VRM (so it says) and also the firmware updates were downloaded directly on the Cerbo so it has outside access via NAT. By DMZ I though you meant exposing the Cerbo momentarily so the VRM could validade its ID? Is that correct?
UPD: Are you absolutely certain that this Cerbo has not been previously registered in the VRM system by another person on their account, who is the administrator?
Tried forwarding all WAN traffic to the Cerbo with no success either.
We have bought from this supplier before and no such problems arose but I will sure check with them on Monday. It came as brand new. I have a few more in stock but was hoping to get to the bottom of the issue before trying another one seem this one has already been opened and is fixed in the final location
UPD: just for testing tried the next number on the final digit of the VRM ID and got a message saying the administrators of the installation would be notified so guess ours is for sure brand new without administrators since the message is different
With high probability, we can rule out network issues, given that you’re certain you’ve tried various connection options other than the corporate network.
I come to the same conclusion but it makes no real sense.
*”since this one has already been opened..” this was done by our team so it was not opened before from the looks of it but cant really tell until I speak with the supplier next Monday.
Regarding VRM ID I tried multiple times, even through the direct link on UI V2 always the same error message from the VRM Portal
UPD: Should I try a full factory reset with OS re installation? or this is the same practical effect has a firmware update which we have tried multiple times now?
I can also ping from the cerbo gx to the outside (google for instance) ruling out network issues furthermore I guess
The VRM ID does not change when the device is reset to factory settings or when the firmware is reinstalled or restored.
UPD:
You can certainly give it a try, here’s the manual on how to do it.
After opening the panel locally, check what the VRM ID is there, but it will be the same as it is now
Yes I know, just in hopes that it somehow fixes and registers to VRM even though it now reports a healthy and stable connection to VRM. Even if I change the log intervals never have observed a single error or stored record
Hi, just now registered the installation successfully! The full history since we commissioned it Friday is on the VRM portal as well. Don’t really know the cause neither the solution but when I was checking the GUI V2 now changed the “Storage Location“ setting from local “Internal Storage“ to “Transferring“ then to “External Storage“ (even though there is none connected) and by chance decided to try again the VRM registration and it worked.
Don’t know if anyone has experienced anything like this before or even what the transferring setting really does has I could not find it referenced online?
For future reference with anyone with the same issue just try switching the Storage location setting as described here. Hope it helps!
