What does this mean?
SPAN communicates with your Tesla system through either a wired communication cable (the recommended method) or a wifi connection. In some cases (especially when this communication cabling is not done), your Tesla system may temporarily lose its communication connection to SPAN causing the below alert:
If you see the above banner and your panel is saying it is off grid after you have confirmed an outage has ended, please follow the steps here: What to expect during an outage?
Will I still have backup power?
Even if communication is disrupted between SPAN and your Tesla system, your battery and solar systems will continue to operate as intended. You'll just want to keep in mind the following:
- You may lose visibility of your solar and battery reporting in the SPAN Home App until the connection is restored.
- Your Backup Priorities and automatic load-shedding will not be active during an outage as SPAN will not receive grid status from the Tesla system while communication is disrupted. You will still be able to manually toggle circuits off through the SPAN Home App, as needed.
- Your battery will still maintain power to your home if you are in an outage.
How do we resolve this issue?
Before contacting SPAN Support for assistance, please try the following troubleshooting steps that may help restore the connection between SPAN and your Tesla system.
- Check your Tesla App
If there are any errors in the Tesla App, please reach out to Tesla Support to help resolve the issue. This generally means the issue is on Tesla's end. - Confirm PTO
If your system does not have permission to operate (PTO), this error will remain until PTO has been granted. - Recent Changes Made
If the error occurred after having additional batteries added or your inverter replaced, it's likely your installer did not update the details in your configuration to reflect this, please follow the instructions here to send us the updated information regarding your Tesla system: Adding Battery Backup to your SPAN Panel. - Reset Your Tesla Energy Gateway (TEG)
- Open the front cover of your TEG and locate the Reset Button (a recessed hole in the upper half of the TEG that reads "Reset").
- For troubleshooting assistance with locating and resetting your TEG, see Tesla's Support Page.
- Using a pen or screwdriver, press the Reset Button and hold for 10 seconds.
- Once this is done, fully close your SPAN Home App. Wait a few minutes and reopen the App. You should see the connection between SPAN and your Battery System restored.
- Open the front cover of your TEG and locate the Reset Button (a recessed hole in the upper half of the TEG that reads "Reset").
If you have done all of the above and the connection has not been restored, please contact SPAN Support, providing all the steps you have already tried.