Hi, we have recently moved into a new house that has a HY5.0 inverter (no idea which generation though). We had little to no information from the previous owners other than being able to log into the portal which we have done & changed the password. However this is as far as we have got. We can’t seem to connect the app to the inverter and have tried following the videos to see if we should reset the dongle. Our inverter doesn’t have one on the outside and I can see a port that is sealed (screwed shut). I’ve no idea if I should take the panel off to reset the dongle or even if this is the correct thing to do as GivEnergy have yet responded to emails or calls so I don’t what to do anything incorrect. I’m not a technophobe but moving in with little to no information makes this a bit challenging. Any advice on what we should do to connect the app to the inverter would be great thanks.
you need givenergy support to reallocate the inverter to your ownership
it sounds like you have one of the newer inverters, probably a gen 3 hybrid if there’s no external dongle. If you look on midsummer wholesale or its technologies.shop you can compare their photos of the inverter to yours.
There are youtube videos on how to setup the inverter and reset it to your wifi depending on the inverter type/model
I suggest you email support@givenergy.co.uk and explain to them your situation. They should issue a support ID number which will allow them to realocate the system. You may have to supply proof that you are the new owner of the property.
Hi, thanks for this info and for responding. I can’t identify which generation inverter we have so will email GivEnergy again for more help though they haven’t come back to me after I first emailed 6 weeks ago, are they normally slow in replying?
yes.
Everyone seems to report very slow response from givenergy support
Do you have an MCS Certificate? It should have been handed over with the system. If so it should say who installed the system. You could ask the installer what equipment is installed and if they can contact GivEnergy on your behalf.
Hi, Yep we have the MCS certificate but sadly the installers went into liquidation in 2024 as we did try that option. I’ll have to wait for the support team I guess. Thanks.
If you use Facebook you could ask to join the GivEnergy Owners group. It is monitored now and again by a couple of GivEnergy employees. This subject has been brought up before on the group and one of them highlighted it to the support team.
This is great thanks. I’ll make sure to join the group, thanks for the advice.
@TheDragon_Giv Paul, are you able to help get this progressed with support?
@Clement
What is the ticket number, I can see if an agent can pick it out of the list
Can you see the Inverter WIFI broadcast
Can you connect to it
If yes
browse to 10.10.100.254 and login as per the videos
Then go to Device management and let me know the version in the top left corner.
Hi, great thanks, the ticket number is 160824, I can connect to the inverter WiFi broadcast and have followed everything in the videos to link to my router setup but even after rebooting post changes, nothing alters in the app. The device management version is 5.02T.04, thanks for your help.
I have found your ticket and assigned it to me, im not servie desk but will try and assist you
You an update the chipset with hese 2 files inside the zip with a guide
https://givenergy.co.uk/wp-content/uploads/Chipset-v27-Boot-1.14.zip
