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  • FIRST POST
    • Andy_WSM
    • By Andy_WSM 15th May 17, 3:19 PM
    • 2,050Posts
    • 4,469Thanks
    Andy_WSM
    Does anyone know if Energyhive is dead?
    • #1
    • 15th May 17, 3:19 PM
    Does anyone know if Energyhive is dead? 15th May 17 at 3:19 PM
    My Wattson anywhere / energyhive suddently stopped working on Saturday evening, having been working fine until then. I've done the usual power cycle thing to no avail.

    My display works fine, but the energy hive hub isn't reporting to the internet server and I get the "error 0.00 kw" display when I log into the dashboard.

    I've been on to the energy hive website and my account is showing the hub as "version unknown". All attempts to contact tech support have failed. Their web links are dead and the phone number rings to a voicemail eventually.

Page 1
    • Andy_WSM
    • By Andy_WSM 15th May 17, 3:30 PM
    • 2,050 Posts
    • 4,469 Thanks
    Andy_WSM
    • #2
    • 15th May 17, 3:30 PM
    • #2
    • 15th May 17, 3:30 PM
    Quick update...

    I managed to get hold of a guy called Jarone at Energyhive who was very helpful and explained they had a server issue occur on the weekend and have engineers working on it as I type. So it's a widespread issue affecting a lot of Energyhive accounts and we are to do nothing but wait for updates for the time being.

    I have given my email address for updates, but he did say he might be able to post on this forum with updates himself, which would be awesome.

    • Energyhive CS
    • By Energyhive CS 15th May 17, 6:17 PM
    • 3 Posts
    • 7 Thanks
    Energyhive CS
    • #3
    • 15th May 17, 6:17 PM
    • #3
    • 15th May 17, 6:17 PM
    Greetings,

    Thanks very much for your call earlier Andy and for flagging this forum to us.

    We'd like to take this opportunity to provide an update on the ongoing server issue. As mentioned in Andy's comment, our engineers have identified the issue and have spent many hours over the weekend working towards a resolution.

    The aim was to have the fix in position today but unfortunately this has not been possible.

    We have spent much of the day updating individual messages from customers and hopefully this forum post will reach many more. We are very sorry for the inconvenience caused, and sadly some data may be lost. At this time we ask if you can please bear with us as we work hard to restore energyhive.

    To reassure you, the outage has nothing to with the recent ransom-ware attacks. The timing of the two issues is merely coincidental.

    We hope to be back to normal service soon and will do our best to keep everyone updated; thank you for your patience in the meantime.

    Kind regards,

    The Energyhive Customer Service Team
    • rugbyleaguesmate
    • By rugbyleaguesmate 15th May 17, 7:31 PM
    • 225 Posts
    • 1,251 Thanks
    rugbyleaguesmate
    • #4
    • 15th May 17, 7:31 PM
    • #4
    • 15th May 17, 7:31 PM
    Hi there can report that my energyhive stopped reporting at 2pm on Saturday so will watch for updates here!
    6.72kw Pv Ja Solar 280w * 24 panels, Solar Edge inverter, South facing no shading.
    South Lake District, delightful view of Morecambe Bay. Saving up for a battery

    May Solar target 820kw
    • legoman62
    • By legoman62 15th May 17, 7:47 PM
    • 1,983 Posts
    • 9,964 Thanks
    legoman62
    • #5
    • 15th May 17, 7:47 PM
    • #5
    • 15th May 17, 7:47 PM
    My Wattson anywhere / energyhive suddently stopped working on Saturday evening, having been working fine until then. I've done the usual power cycle thing to no avail.

    My display works fine, but the energy hive hub isn't reporting to the internet server and I get the "error 0.00 kw" display when I log into the dashboard.

    I've been on to the energy hive website and my account is showing the hub as "version unknown". All attempts to contact tech support have failed. Their web links are dead and the phone number rings to a voicemail eventually.
    Originally posted by Andy_WSM
    Mine went off for most Saturday too.....been fine since tho
    E Coast. 16 Sanyo Hit 250s.4kWp SMA 3.8kWp inverter. SW roof. 28 pitch.
    Minimal shade. Nov 2011 install. N.E Lincs Coast. Hybrid car
    • rugbyleaguesmate
    • By rugbyleaguesmate 16th May 17, 6:54 PM
    • 225 Posts
    • 1,251 Thanks
    rugbyleaguesmate
    • #6
    • 16th May 17, 6:54 PM
    • #6
    • 16th May 17, 6:54 PM
    Still down looks like it worked briefly at 12noon today
    6.72kw Pv Ja Solar 280w * 24 panels, Solar Edge inverter, South facing no shading.
    South Lake District, delightful view of Morecambe Bay. Saving up for a battery

    May Solar target 820kw
    • Andy_WSM
    • By Andy_WSM 16th May 17, 6:56 PM
    • 2,050 Posts
    • 4,469 Thanks
    Andy_WSM
    • #7
    • 16th May 17, 6:56 PM
    • #7
    • 16th May 17, 6:56 PM
    Still down looks like it worked briefly at 12noon today
    Originally posted by rugbyleaguesmate
    Yep, just checked mine - the same.

    • Energyhive CS
    • By Energyhive CS 16th May 17, 7:38 PM
    • 3 Posts
    • 7 Thanks
    Energyhive CS
    • #8
    • 16th May 17, 7:38 PM
    • #8
    • 16th May 17, 7:38 PM
    Hi folks,

    Just a quick update.

    Everything should be slowly returning to normal now. The servers are currently working through the backlog, which is why some of your dashboards may be back to normal and some may still be displaying an error.

    We hope that everything should be caught up by tomorrow.

    Once again, your patience is highly appreciated.

    Kind regards,
    Billy - energyhive Customer Service Team
    • rugbyleaguesmate
    • By rugbyleaguesmate 16th May 17, 10:54 PM
    • 225 Posts
    • 1,251 Thanks
    rugbyleaguesmate
    • #9
    • 16th May 17, 10:54 PM
    • #9
    • 16th May 17, 10:54 PM
    Yay back working thank you
    6.72kw Pv Ja Solar 280w * 24 panels, Solar Edge inverter, South facing no shading.
    South Lake District, delightful view of Morecambe Bay. Saving up for a battery

    May Solar target 820kw
    • Oscargrouch
    • By Oscargrouch 16th May 17, 11:11 PM
    • 2,635 Posts
    • 12,383 Thanks
    Oscargrouch
    Hi folks,

    Just a quick update.

    Everything should be slowly returning to normal now. The servers are currently working through the backlog, which is why some of your dashboards may be back to normal and some may still be displaying an error.

    We hope that everything should be caught up by tomorrow.

    Once again, your patience is highly appreciated.

    Kind regards,
    Billy - energyhive Customer Service Team
    Originally posted by Energyhive CS
    Mine already working; no loss of data either; thanks, EnergyHive http://wattson.energyhive.com/dashboard/oscarsenergy
    Last edited by Oscargrouch; 16-05-2017 at 11:14 PM.
    2.5 kWp PV system, SSW facing, 45 Deg Roof. ABB Inverter, Monitor: 'Wattson'.
    Reg. for FIT Nov 2011. Northants. "It's not what you generate; it's how you use it that matters".

    Definition of 'O's = kWh/kWp (kWh = your daily & accurate Generation figure) (kWp = the rated output of your PV Panels).
    • Andy_WSM
    • By Andy_WSM 17th May 17, 7:13 AM
    • 2,050 Posts
    • 4,469 Thanks
    Andy_WSM
    Mine has started working in the last hour or so. Wasn't online at 5:30am, but I could see some of the old data had been restored, now showing live readings, but not all data is present. Hopefully the server is still working on a backlog and playing catchup.

    • Oscargrouch
    • By Oscargrouch 17th May 17, 10:22 AM
    • 2,635 Posts
    • 12,383 Thanks
    Oscargrouch
    Mine has started working in the last hour or so. Wasn't online at 5:30am, but I could see some of the old data had been restored, now showing live readings, but not all data is present. Hopefully the server is still working on a backlog and playing catchup.
    Originally posted by Andy_WSM
    Nice to see your still around Andy....
    2.5 kWp PV system, SSW facing, 45 Deg Roof. ABB Inverter, Monitor: 'Wattson'.
    Reg. for FIT Nov 2011. Northants. "It's not what you generate; it's how you use it that matters".

    Definition of 'O's = kWh/kWp (kWh = your daily & accurate Generation figure) (kWp = the rated output of your PV Panels).
    • Energyhive CS
    • By Energyhive CS 17th May 17, 3:20 PM
    • 3 Posts
    • 7 Thanks
    Energyhive CS
    Hi all,

    We are glad to report that everything has settled down and all Dashboards should be back to normal once more. As we stated above, we are sorry to say that some data may not be fully recovered.

    We're going to make some improvement to our outbound communications to customers during outages, we recommend following us Twitter (@energyhive) if you have it and don't already, we're going to get our outage page sorted on the website and will make sure to post to MoneySavingExpert. Would it be more helpful for us to post to this thread specifically or elsewhere?

    Thanks
    Billy - energyhive Customer Service Team
    • Andy_WSM
    • By Andy_WSM 17th May 17, 4:03 PM
    • 2,050 Posts
    • 4,469 Thanks
    Andy_WSM
    Would it be more helpful for us to post to this thread specifically or elsewhere?
    Originally posted by Energyhive CS
    Either would be good, but if you started your own thread with a title like "Energyhive status updates" for example, then those that are interested could subscribe to get notifications whenever it is updated by anyone.

    • legoman62
    • By legoman62 17th May 17, 5:39 PM
    • 1,983 Posts
    • 9,964 Thanks
    legoman62
    I check other people's status, say Oscar or Andy-WSM if mine is not reading.
    At least I know I'm not alone
    E Coast. 16 Sanyo Hit 250s.4kWp SMA 3.8kWp inverter. SW roof. 28 pitch.
    Minimal shade. Nov 2011 install. N.E Lincs Coast. Hybrid car
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