SMA HM-20 - Problems During Registration with the System Setup Assistant

18 Troubleshooting
SMA Solar Technology AG
Operating manual 121HM-20-BE-en-19
18.2 Problems during Registration with the System Setup Assistant
Problem Cause and corrective measures
When logging in as a user in
Sunny Portal, you do not receive
an e-mail containing a link and
your access data to SunnyPortal.
The e-mail may have landed in a spam mail folder.
or
The e-mail may have been sent to a different e-mail address.
Corrective measures:
• Check if the e-mail accidentally landed in a folder other than the one you
expected.
• If the e-mail was accidentally sent to someone else's e-mail address, restart
the system setup assistant and re-enter the registration data.
The system setup assistant cannot
find any SunnyHomeManager
with the entered identification
and registration ID.
The serial number and/or the registration ID may have been entered incorrectly.
Corrective measures:
• Ensure that the entries are correct.
The system setup assistant cannot
find any SunnyHomeManager
with the entered identification
and registration ID.
It is possible that the registration procedure was previously initiated but not com-
pleted.
Corrective measures:
• Perform a complete reset of the SunnyHomeManager (see Section11.7.1,
page67).
The system setup assistant cannot
find any SunnyHomeManager
with the entered identification
and registration ID.
It is possible that the SunnyHomeManager is not properly connected to the
router.
Corrective measures:
• Ensure that the SunnyHomeManager is correctly connected to the router
(see Section8.3.2, page26).
The system setup assistant cannot
find any SunnyHomeManager
with the entered identification
and registration ID.
DHCP is possibly not activated on your router or there is a proxy server in your
network. For this reason, SunnyHomeManager cannot establish a connection to
SunnyPortal.
Corrective measures:
• Establish the connection to SunnyPortal using the
SunnyHomeManagerAssistant (see Section18.6, page130).
The system setup assistant cannot
find any SunnyHomeManager
with the entered identification
and registration ID.
The Sunny Home Manager might have already been assigned to a system in
Sunny Portal with your e-mail address.
Corrective measures:
• Delete the SunnyHomeManager from the PV system (see Section11.9,
page69).
The system setup assistant cannot
find any SunnyHomeManager
with the entered identification
and registration ID.
The SunnyHomeManager might have already been assigned to a different sys-
tem in SunnyPortal, for instance, if you have bought the SunnyHomeManager
second-hand.
Corrective measures:
• If possible, contact the previous owners and ask them to delete the
SunnyHomeManager system in SunnyPortal.