Huawei/Dongle - Alarm 999999999 'Abnormal Communication...'

What is Alarm 999999999?

The following Alarm is the most commonly raised Alarm on FusionSolar:

This Alarm is typically raised due to your plant losing internet connection. In majority of the time, this Alarm indicates the plant is offline, however, the plant is still operating in the background as normal. It's just no longer possible to see what's going on.

Why does Alarm 999999999 occur?

There are a number of reasons why this Alarm is raised:

1. The Dongle has lost connection to the internet. To prove whether or not your internet signal is too low, it's possible to download the inverter LOG files and send them to Huawei support. If the plant is online, your installer can download these LOG files remotely and send them to Huawei support. If your plant is offline, the LOG files will need to be downloaded locally and then sent to your installer. If internet connectivity is an issue with your solar pv system, there are a number of ways to improve this. See the following link for further details.
2. One or more of your devices are not on the latest firmware version. If your devices are not on the latest firmware, it can lead them to be out of sync and can cause system confusion. This can in turn raise Alarm 99999999999 can lead to your plant going offline. If the plant is still online, you can ask your installer to update the devices to the latest version remotely. If the plant is offline, the devices will need to be upgraded locally. For further details on how to do this, contact your installer.
3. New broadband provider/router. The Dongle is typically configured to connect to the router available during installation. If that router has been changed, the Dongle won't automatically detect the new router. It needs to be connected to the new router. For further details on how to do this, contact your installer.
4. The solar pv system is off. To confirm whether or not your solar pv system is on or off, you can check your inverter. If all the lights on the inverter are off, the inverter is off. Contact your installer for further support.
5. The Dongle is faulty. The Dongle is the black device inserted underneath the inverter. It should have a steady green light. If it has a steady red light or a flashing light, the Dongle is potentially faulty. To find out for sure, Huawei can review the Dongle LOG files. If the plant is online (most likely not the case of the Dongle is faulty), your installer can download the Dongle LOG files remotely and send them to Huawei for analysis. If the plant is offline, the Dongle LOG files will need to be downloaded locally. For further details on how to do this, contact your installer.

How can I resolve this Alarm?

If your property isn't experiencing a power outage and if you haven't changed broadband provider, then it is best to check the following:

1. Check your inverter and Dongle. Ensure they are on. The power LED on the inverter should be steady and the Dongle (if you have one) should either have a green or red light. In this case, it most likely has a red light, either flashing or steady.
2. If you have confirmed your inverter and Dongle are still powered on, then it is best to download the inverter LOG files and have Huawei review them. This will allow them to pin-point the root cause. If your plant is online, your installer can download the LOG files and send them to Huawei for you. If your Plant if offline, the LOG files will need to be downloaded locally. You can then send them to your installer and they can in turn forward them to Huawei. See the following article on how to download your LOG files locally: Huawei/Dongle - How to Download Log Files – SolarShare (zendesk.com)