FAQ
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Q:Shall I pay for accessing the monitoring platform?A:
Access to the Hoymiles monitoring platform is generally free for basic usage. However, if you require additional services such as APl access, there may be associated costs depending on the plan type you choose. For specific details regarding any charges, it is best to contact Hoymiles sales or support for clarification based on your needs.
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Q:How do I get a login account for the S-Miles Cloud monitoring platform?A:
1. If you are an end user, please approach your installer for account creation;
2. If you are a new installer with Hoymiles, and do not have your installer account before, please approach your distributor to create the account foe you;
3. If you are our new distributor, please teel us your sales and login ID, and we will create the account for you. contect us - service@hoymiles.com;
4. If you are a "Do it yourself"homeowner, you can register in our Installer APP or S-miles Home APP.
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Q:How do your products connect to your monitoring platform?A:
Hoymiles products connect to the S-Miles Cloud monitoring platform through a Data Transfer Unit (DTU). The DTU communicates with the platform using specific port numbers: 10081, 10017, 80, and 443. The DTU collects data from the microinverters and meters, then transmits this data to the cloud platform for monitoring and analysis. Proper configuration and connection of the DTU are essentialfor seamless data transmission.
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Q:Why isn't my monitoring working?A:
If your system has stopped reporting data, S-Miles Cloud can help you uncover the root cause. After logging in, check whether your station is listed as 'offline'. If so, check your DTU is connected to the internet (indicated by a flashing green LED). If the DTU seems to be online but still isn't connecting with S-Miles Cloud, check that you have entered the correct serial number.
If these steps don't help, speak to your local installer or contact us for more help.
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Q:How do I get access to the S-Miles Cloud monitoring platform?A:
To access the S-Miles Cloud monitoring platform, you need to have an account created for you by your installer or distributor. They will provide you with the necessary login credentials. Once you have your credentials, you can log in to the platform to monitor your system's performance. lf you encounter any issues, you can contact Hoymiles technical support for assistance.
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Q:Can I get a demo account for S-Miles Cloud?A:
You can find the Demo account entry on the login interface of our S-Miles Cloud or the S-Miles Installer APP.
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Q:Why can't I log into S-Miles Cloud?A:
If you're having trouble logging into the S-Miles Cloud,consider the following troubleshooting steps:
1. Check Credentials: Ensure that you are entering the correct username and password. Double-check for any typing errors, including case sensitivity.
2. Password Reset: lf you've forgotten your password, use the password recovery option on the login page to reset it.
3. Account Activation: Confirm that your account has been activated. lf your account was recently created, check your email for an activation link.
4. Internet Connection: Verify that your device has a stable internet connection.Connectivity issues can prevent successful login attempts.
5. Browser Compatibility: Ensure that you are using a compatible and updated web browser. Clear your browser's cache and cookies, or try accessing the platform from a different browser.
6. Account Lockout: lf you've made multiple unsuccessful login attempts, your account might be temporarily locked. Wait for a while before trying again or contact support for assistance.
7. Contact Support: lf the issue persists, contact Hoymiles technical support for further assistance. Provide them with details of the issue and any error messages you encounter.
By following these steps, you should be able to resolve login issues with the S-Miles Cloud platform.
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Q:Can I transfer a plant to another installer's S-Miles Cloud account?A:
To transfer a plant to another installer's S-Miles Cloud account, you need to contact Hoymiles technical support, They will assist you with the process and ensure that the transfer is completed correctly. Be prepared to provide necessary details about the plant and the accounts involved in the transfer.
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Q:I'm setting up my station on S-Miles Cloud, but the system prompt ID is occupied?A:
lf you encounter a prompt indicating that the ID is occupied while setting up your station on S-Miles Cloud, it means that the ID you are trying to use is already associated with another account or station. To resolve this issue, you should:
1. Verify ID Entry: Double-check the ID you are entering to ensure there are no typos or errors.
2. Choose a Different ID: Try using a different ID that is unique and not already in use.
3. Contact Support: lf you believe the ID should be available or if you need further assistance, contact Hoymiles technical support. Provide them with details of the issue, and they can help you resolve it or suggest alternative solutions.
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Q:How do I set up the monitoring? What is covered by it?A:
Yes, our DTUs are known for their reliable communication. You just have to make sure that there is a stable internet connection in your home to realize robust data transmission.