If you encounter any issues while configuring the Droplet ONE, there are several steps you can take to troubleshoot and resolve the problem.

Power failure
Droplet ONE not connecting to the Internet
Droplet ONE not connecting to the inverter
Enable to set up AusNet Flexible Export
Denied access to Stormcloud
Tip! Add Site Aggregates to Stormcloud Analytics

Power failure

The Droplet ONE is not powering when connecting the power adaptor to a GPO. LED lights are off.

What you can do:
Check the power supply to the Droplet ONE.
Replace with power adaptor with any other model within the acceptable range

What next? Dead-in-arrival devices are rare as each unique device is manually tested before being expedited. Please contact our support team at support@switchdin.com or call us at +61 2 4786 0426 and we will arrange return to our lab.

Droplet ONE not connecting to the Internet

The Droplet ONE prioritizes LAN connectivity over Wi-Fi. Here's the order of connection attempts:

LAN Connection (Ethernet): The Droplet ONE will first attempt to establish a LAN connection using the configured DHCP client.

Wi-Fi Connection: If the LAN connection fails, the Droplet ONE will search for an active Wi-Fi network and attempt to connect.

Automatic Reboot on Connectivity Loss:

If the Droplet ONE loses internet connectivity for 12 hours, it will automatically initiate an overnight reboot to attempt reconnection. This ensures uninterrupted internet access even if the device encounters connectivity issues.

In the unlikely event of not being able to connect to the Internet, your Equipment tab in Stormcloud should look like this:

1) Ethernet connection and the Droplet shows offline in Stormcloud

What you can do:

• Step 1: Verify Physical Connection
  
  Ensure the Ethernet cable is firmly connected to both the modem/router and the Droplet ONE's Ethernet port.
  
  Check if the lights on both the modem/router and the Droplet ONE's Ethernet port are blinking. This indicates an active connection.
  
  
• Step 2: Test Internet Connectivity with Laptop
  
  Disconnect the Ethernet cable from the Droplet ONE and connect it to a laptop.
  
  Open a web browser on the laptop and try pinging Google. If the ping is successful, the internet connection is working properly.
  
  
• Step 3: Check Firewall Settings
  
  If the internet connection is not working on either the Droplet ONE or the laptop, verify that the firewall on the modem/router is configured to allow DHCP connections.
  
  Ensure that the firewall is not blocking any ports that the Droplet ONE or other devices might need to use.
  
  
• Step 4: Connect to 4G Modem (Optional)
  
  If the internet is not available through the modem/router, try connecting the Droplet ONE to a 4G modem using an RJ45 male to USB female adapter.
  
  The Droplet ONE should automatically detect the 4G network. Rebooting the Droplet ONE is not necessary as the network manager operates independently of the boot process.

What next?
If the presence of the Internet is confirmed, and lights flashing on the port, contact our support team at support@switchdin.com or call us at +61 2 4786 0426. We will attempt to SSH into the Droplet ONE and check any issues with:
- DHCP Client setup;
- certificate date issuance;
- firmware version/update;
- time series data synchronization with our cloud;
- any buffering latency with our cloud.

2) WiFi connection and the Droplet shows offline in Stormcloud

What you can do:

• Step 1: Verify Correct Wi-Fi Credentials
  
  Confirm that the Wi-Fi password has not been changed recently. If it has, update the Droplet ONE's Wi-Fi settings with the new password.
  
  
• Step 2: Check Wi-Fi Signal Strength
  
  Download and install a Wi-Fi signal strength meter app on your smartphone or tablet.
  
  Move the Droplet ONE to different locations within your home and check the Wi-Fi signal strength using the app. Aim for a location with a strong and stable signal.
  
  If the signal strength is consistently weak, consider relocating your Wi-Fi router or using a Wi-Fi extender to improve coverage.
  
  
• Step 3: Restart the Droplet ONE and Wi-Fi Router
  
  Power cycle both the Droplet ONE and your Wi-Fi router by turning them off, waiting for 30 seconds, and then turning them back on.
  
  This can sometimes resolve temporary connectivity issues.
  
  
• Step 4: Check for Firmware Updates
  
  Ensure that the Droplet ONE's firmware is up to date. Check for and install any available firmware updates.
  
  Firmware updates can often address Wi-Fi connectivity bugs and improve overall performance.

What next?
Please connect the Droplet ONE to the Internet (using a LAN connection preferably on the Ethernet port) contact our support team at support@switchdin.com or call us at +61 2 4786 0426. We will attempt to SSH into the Droplet ONE.

Droplet ONE not connecting to the inverter

• Step 1: Ensure your device is compatible with Flexible Exports: refer to the list.
  
  
• Step 2: During the device discovery process in Stormcloud, the Droplet ONE scans the network to identify compatible devices. However, if TCP is not enabled on port 502 of the inverter, the inverter will not be able to communicate with the Droplet ONE.
  
  Consequently, the discovery screen will display the following message:
  "State: discovery_failed"

To resolve this issue, ensure that TCP is enabled on port 502 of the inverter. Once enabled, the inverter should be detected during the device discovery process, and the discovery screen will list the newly identified device.

Please consult the inverter's user manual for specific instructions on enabling TCP on port 502.

Enable to select the AusNet Flexible Export program

There are three primary reasons why you may encounter difficulties in setting up the AusNet Flexible Export program:

• Address Ineligibility: Your unit's address may not fall within the geographical area covered by the AusNet Flexible Export program. Verify that your address is indeed eligible for the program.
  
  
• NMI Discrepancy: The National Meter Identifier (NMI) you provided may be incorrect. Double-check the NMI for accuracy. Ensure the NMI is complete and matches the number of digits specified.
  
  
• Pending NMI Approval: AusNet may not have yet approved your NMI for participation in the Flexible Export program. Approval is required before you can proceed with the setup process. Contact AusNet to inquire about the status of your NMI approval.

Denied access to Stormcloud

If you have successfully passed your certification with the CEC for the Horizon Power Smart Connect program, SwitchDin would have been informed automatically and your account should be authorized within the same day.

If you haven't got permission yet, you will be prompted with the following message on your screen.

If you believe you should have permissions and the system still refuses your access, please contact our online support by phone (+61 2 4786 0426), email at support@switchdin.com, or from our website by going into the Support tab.

Tip! Add Site Aggregates to Stormcloud Analytics

It is a best practice to manually add the Site Aggregates metrics to your setup in Stormcloud to easily visualize graphically the performance of your site.

To set up Site Aggregates, simply visit the Equipment tab of the unit in Stormcloud, add a device 'manually' (instead of running the discovery) and select 'Site Aggregates' from the dropdown menu.