Cerbo GX shows connected to my Wi-Fi, but doesn't connect to VRM

DIY
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I really hope someone can help me with this. The website is so convoluted that I had 12 pages open but not one of them told me what I needed to know. Each one just lead to another page with yet more links but none of them clear on the subject. (Please, people, streamline this mess and tighten it up!)

So my first question is, can I just get a telephone call so someone can walk me through correcting my Cerbo GX issue???

Now, I have v.3.63 running on my Cerbo GX. It appears to be connected, but not one post mentions the distinction about where, exactly, to confirm this. Are we looking on the bluetooth app, on the online portal, on the touch display or what… and what menu… how do i get to it??? Clearly, I need support with this product because there’s not much in the way of “step-by-step” instructions.

What I have is the two lights blinking on the Cerbo (top LED white, bottom one is blue). When I open the Victron App on my Android phone, I get the indication of full signal strength for both the Cerbo GX and my Smart Solar MPPT Charger 150/100 VE.Can - I assume that’s bluetooth signal strength and not the Wi-Fi signal. (And BTW, no problems with the MPPT at this point.)

Now, clicking on the Cerbo GX in this device list (at first) caused the blue LED to go from blinking to constantly ON, and the top LED continued to blink white. I say “at first” because on a 2nd attempt, the result was different. On this 2nd attempt, the bottom blue light went OFF altogether, and the top light was blinking GREEN, not white! So it did not even behave the same way after repeating the same exact steps! That’s just for starters… and I have very little confidence so far.

Now, the unit did connect successfully to the VRM when I first connected the Cerbo GX to my system and I “turned it on”. Then it just stopped working - neither the Classic nor the “new UI” work anymore, but I did have success for about 10 minutes, if that.

After many attempts at reviewing settings, and trying updates, nothing has worked. (One thing important - I cannot remember if I attempted an update EARLIER ON in the process, so I must admit that possibly, I had v.3.62 or 3.61 working properly, and then “intentionally” updated to 3.63 which I thought could only help, but maybe that actually introduced the problem.)

Seeing that there are clearly a slew of connectivity issues for this device on the support community chat, my next question is, did I actually CAUSE the problem, and should I roll back my firmware to an earlier (or previous) version? If so, then how do I do that? Can it be done from the VictronConnect mobile app, or only using a flashdrive? And if the latter, then what accessories do I need to buy now to perform this task and how many weeks am I going to wait before I receive them?

There are more problems, still. But let’s just start with this for now.

Honestly, my MPPT did NOT work from the very first moment I installed it, and I already replaced that with a new one at significant additional cost (FYI: the warranty on the 1st one is still up in the air and the dealer was “unable” to reproduce the problem so I don’t know where that leaves me). Yes, the 2nd MPPT charger worked immediately without any problems whatsoever and that is a good thing… However, after experiencing numerous additional problems - now with the Cerbo, it begs me to wonder how Victron can run a business like this!

What are my next steps to get the Cerbo connected to my Wi-Fi again? I’ll repeat that it “appears” to be connected, and my wi-fi network is even listed in the device settings (on the mobile app), yet the VRM still won’t open the UI.

Can you also explain what a blinking white light on the top LED means, as that’s not displayed on the unit (it only says green or orange).

Thank you. (I’d much rather a phone call or an email, if you have my address there.)

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Excuse me, I believe that’s an SD card - not a flashdrive. My mistake.

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Hi Henry, welcome. Victron products do indeed need a fair amount of experience, research and training. They were never intended for the beginner/diy market, something that has grown dramatically with all the global energy challenges.
Honestly, the best place to start is the free video training on professional.victronenergy.com
If should equip you with enough background to be dangerous.
We don’t do calls or emails, we try set the expectation in our guidelines that this is a site of enthusiasts collaborating. It is not product support or a place to interact directly with Victron.
Unfortunately too many unskilled, often online, resellers, whose job it is to support you, just fob you off here after taking your money.
Be patient, all the info you need is online, you just need to collate it, or find a good installer on the wheretobuy page on the main site.

There are already topics here on everything you need to know, just needs more digging.
Failing that I am sure one of our members will chime in.

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Appreciate the reply, and I do now see that this is not a “diy” project. I’ll read the document you sent. But honestly, if there are as many troubleshooting issues on this, I have to wonder. How can there be no telephone support with something as “quirky” as this? I mean, if any device requires little more than connecting it, entering your wi-fi information, and configuring a few settings, then I have to question the reason for the complexity. It’s just a wifi connection. Did you see my screenshots?

5

Moreover, there have been reports of “bad” updates. How is that the customer’s problem?

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It you do the initial setup over Bluetooth- its only for wifi - it should just find and connect to your network if it is in range.
Remember to avoid special characters in the details, only use a 2.4ghz network, and sometimes band steering can be an issue so I like to use pure 2.4 networks.
Keep encryption to wpa2 as a test as well.
Until you have a solid local connection and can connect to the console everything else will be a problem. Lets try get that going first.
If you are using both interfaces, wifi and Ethernet, you need to configure which is for internet access.
The cerbo has its own ap that you can connect to for access and setup, it has its own section in the manual.

7

Sounds like myth and legend. Always more to it, depending on configuration. The system is very customisable and with that comes challenges often from self installers who don’t always have the baseline skills required.
Not here to argue and ranting isn’t going to encourage engagement from the members here who don’t make the product. We’re always happy to try help.

8

I agree, although it is frustrating. My apologies.

But I thought you were a Victron rep? Are you an independent dealer, Nick?

Also, configuring to wpa2 is done on my router, correct? I did not see any settings for the Cerbo within the mobile (bluetooth) app.

Secondly, if there’s a black check mark next to my wifi network, does that imply that i’m connected? Or does it have to be a blue check mark or something?

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Nick, thank you for your help!

Now i may have some helpful info here…

So my router settings appear to be wpa2, and sure… it’s 2.4GHz and the password contains no special characters. (See attached.)

If that looks right, then I may have figured something out anyway…

Since i am not familiar with the screens, I wasn’t sure what to expect to see. But the black check next to my wifi network name doesn’t mean it’s actually connected unless the name moves up to the top of the screen, in the heading, shall i say. (What i saw earlier only means that it’s been “selected” - and not necessarily connected.) Yes, that’s obviously very basic but i’ve never used this app before, and didnt realize that.

So i reconfigured the network from scratch, and finally got it to connect - or at least it says so. (As you had said, it should just connect, and i agree its simple… but it didn’t the first time.)

Moreover, the console in the VRM loads at times, and other times if fails and just says, “failed to connect”.

Now, my Cerbo is about 20 meters from my router. Is that too far, and could that be the reason it’s functioning intermittently?

As i said, it “says” it’s actually connected now, but a weak signal might explain the intermittent operation.

Your thoughts, please?

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If the signal from the router is less then 45% at the cerbo, it will struggle to initiate and maintain the WiFi connect state and data connection.

First line support is usually either from an installer or the dealer you purchased from.

Or if you are a DIYer time, reading and much learning.

Sound like you have issues on more than one front. Network as well.
Distance means not much, is there walling or structure between the cerbo and router, this affects signal. If there are many other devices also in the vicinity this also affects signal. And no auto banding either (if your router can produce both 5g and 2.4.

If it is connected and not sending data that is either a service provider problem or a port blocking or forwarding problem. Is that your main router or an extension?

11

Try get a cable to it for a test, or even a mobile hotspot if local cell signal is good. It pays to eliminate the obvious.
Without a decent, stable connection, everything else will be an issue and it will all come together when resolved.
v3.63 is a little on the old side. 3.75 is also quite mature now, it may be worth an update, something that can also be done via an SD card in the absence of internet access, but the basics should be fine on the version installed.

12

If you have an airfield with radar or a radar station nearby, the router won’t be able to use some frequencies and will notch them out. There may also be interference if there’s too much EMC noise (try making a phone call in front of the stage at a metal festival without any aids!! :wink:).

When you power up the Cerbo, it may take a few minutes to connect to the VPN/VRM; that’s normal.

13

Thank you, gentlemen - Nick, Karl, LX…

The problem is resolved, but the support from all of you was greatly appreciated. I agree that the distance wasn’t the greatest concern, and I read something about the Cerbo having the ability to “read packets” even when some data was missing, as it apparently has some sort of advanced algorithm that made it a better receiver. I’m not a software guy, nor do I know much about wi-fi technology and connectivity protocols. So my apologies for the frustration with that. However, I am an analog power systems designer, not an ordinary DIY’er. I designed a whole house system and it’s gorgeous. Everything sized, rated and protected perfectly. (BTW, check out the Littelfuse L70QS series of solid state fuses, or the smaller L50QS. They can safely break 10’s of thousands of amps, which is very appropriate for a whole-house battery pack such as this… and probably a lot cheaper than a DC-rated circuit breaker. I thought this was a good solution for circuit protection - both between the MPPT and the battery, as well as between the battery and the inverter, since a failure in either could cause catastrophic damage, due to the massive energy storage.)

The problem turned out to be a weak signal indeed, and a metal door was reflecting some of the wi-fi signal, as well as a cement wall. Since the software does not tell you what the received wi-fi signal strength is, I simply assumed it was connected since that’s what the app indicated. A simple $30 wi-fi extender solved the problem immediately and I’m online with the VRM now. Again, connectivity not being my “thing”, my apologies that an analog dinosaur like myself get’s frustrated with such things because one person cannot know everything - and I simply assumed that somebody else has “got that part” covered. It ended up being simple indeed.

I only wish my dealer had mentioned. that if I had purchased a Victron inverter instead of an Aims Power inverter, I’d be able to remotely monitor that part of my system as well. I would have had a more interactive and complete system. He didn’t even mentioned the VE-direct cable that I would need for the Cerbo. I thought it was included with the Cerbo, and I had to call back and order that on a separate occasion. I suppose I could have been given more guidance on my options. I also had a MPPT that wasn’t functioning, so I bought another one. Also very frustrating… but the new one is working perfectly, so… all’s well that ends well. Nick had already mentioned concerns about some dealers not going the distance, and so I’ll be more cautious moving forward.

Again, thanks a bunch for your support. The products and features looks great. I only wonder what I’m going to do with a 2nd MPPT charger that I don’t need, as the warranty procedure has not yet helped. So maybe I’ll start a new thread for that when I get back from vacation. (I’ll be a lot more calm then!) Have a great rest of your week, fellas.

14

…and sorry for the long-winded messages. It has been a bit of a “saga”. So, thanks for your unwavering patience, as well.

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I think IT will always be a saga…

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Glad you’re sorted and welcome to the victron family. It really is good tech and quite unique in its capabilities.
Wifi signal is a good fibber, it says its there but it isn’t :sweat_smile: