Applies to: Alpha ESS SMILE series hybrid inverters and all-in-one storage systems, including SMILE 5, SMILE B3, SMILE Hi10, SMILE T10, SMILE G3 and the legacy SMILE-INV. The process also applies to the AlphaESS Storion series where the WiFi module is integrated.
Estimated time: 5–10 minutes.
You will need
- The AlphaCloud app installed and logged in on your smartphone
- Your home WiFi network name (2.4GHz) and password
- Physical access to your Alpha ESS system
- Your system's serial number (on the product label)
Alpha ESS systems need a persistent internet connection to AlphaCloud for real-time monitoring, remote firmware updates, and, if your system is enrolled in a VPP, for dispatch commands. If your system shows offline in AlphaCloud, your battery and solar are almost certainly still operating normally. The issue is the cloud link, not the energy system itself.Â
Before you start
- Confirm your home WiFi is working on another device.
Make sure your Alpha ESS system is powered on. The display panel should be lit.
Stand within a couple of metres of the system, and the WiFi module’s hotspot has a limited range.
Have the system’s serial number (SN) ready. It is on the product label on the side of the unit, and also visible on the main display screen.
Reconnection steps using the AlphaCloud app
1.
Open the AlphaCloud app on your phone and sign in.
From your system list, tap your Alpha ESS system (identified by its SN).
2.
Tap the Settings icon (usually a cog, top right), then look for:
WiFi Configuration, Network Settings, or Configure WiFi depending on app version.
3.
The app will prompt you to connect to the system’s own WiFi hotspot. Tap Go to WiFi settings (or similar).
Your phone’s WiFi list will open. Look for a network starting with AlphaESS- followed by numbers, or the system’s serial number (depends on firmware version).
4.
Connect to that network. The default password is typically 12345678. Your phone may warn about no internet; this is expected.
Return to the AlphaCloud app and tap Next or Continue.
5.
The app will now scan for nearby WiFi networks. A list will appear.
Select your home 2.4GHz WiFi network.
Enter your home WiFi password carefully.
Tap Save or Confirm.
Wait 30–60 seconds. The app will confirm the connection is established.
6.
Reconnect your phone to your home WiFi, then open AlphaCloud. Live data should return to the dashboard within a few minutes. Full data backfill can take up to 24 hours.
Alternative: restart the system
Sometimes the fastest fix is a controlled power cycle, which prompts the WiFi module to rescan and reconnect:
- Using the system’s on-screen menu or physical button, turn the system OFF (follow your operation manual’s shutdown procedure — do not simply trip the isolator).
- Wait 5 minutes for the system to fully power down.
- Power the system back on using the standard start-up procedure.
- Wait 10 minutes for the system to re-establish all communications.
- Check AlphaCloud for live data.
If a power cycle does not restore the connection, return to the app-based configuration above.
If it does not work
The AlphaESS hotspot network does not appear in the WiFi list
The hotspot may be disabled on your firmware version, or it may have timed out after a period of inactivity.
On systems with a physical button on the WiFi module, press it once to re-enable the hotspot. If there is no button, power-cycle the system (above) to restart the WiFi module.
App says "Configuration Failed" after entering WiFi credentials
This is almost always a 2.4GHz vs 5GHz issue. See the WiFi compatibility section below.
WiFi connects but AlphaCloud still shows offline after 1 hour
The system is connected to your router but cannot reach Alpha ESS’s cloud servers. Check:
- Your home internet is actually working (not just WiFi to the router)
- Your router’s firewall is not blocking outbound connections on standard web ports (80 and 443)
- AlphaCloud itself is not experiencing a service outage. Check at cloud.alphaess.com
Cannot log in to AlphaCloud at all
If you are a new customer and have never been able to log in, your system may not yet be linked to your account. Alpha ESS systems need to be registered against your email address by the installer. Contact PSW Life Support with your system serial number. This is a quick admin fix.
I see a system list but my system is missing
Same cause as above. Contact PSW Life Support.
WiFi compatibility: common issues in Perth
2.4GHz vs 5GHz bands
Alpha ESS WiFi modules connect on 2.4GHz only. If your router broadcasts both bands under a single name (very common with NBN-supplied routers, Telstra Smart Modems, and Optus gear), the module may fail to connect or may connect briefly and then drop out.
Fix: Log in to your router admin page and either split the bands into separate network names (e.g., Home and Home-5G), or temporarily disable the 5GHz band during configuration.Â
Signal strength
Alpha ESS units are often installed in garages, under eaves, or on external walls. These locations frequently have weak WiFi signal compared to the main living areas of a home. If your phone shows one or two bars of WiFi at the unit, the signal is marginal.
Fix: Add a WiFi mesh node or extender positioned between the router and the Alpha ESS unit. If your unit supports wired Ethernet (most SMILE models do), switch to a LAN cable for an additional cost; it is the most reliable long-term option. Contact PSW Life Support for advice on cabling options.Â
VPP enrolment and connectivity
If your Alpha ESS system is enrolled in a Virtual Power Plant program, continuous internet connectivity is required for the VPP to dispatch your battery. A system that is offline cannot respond to VPP signals, and some VPP programs pay based on availability. Reconnecting quickly when you notice an offline status is in your financial interest.
Alpha ESS LED / display reference
Most Alpha ESS SMILE systems use a small OLED or LCD display rather than simple LED indicators. Key statuses visible on the display:
| Display indicator | Meaning |
|---|---|
Wi-Fi icon with full bars | Connected to router and communicating with AlphaCloud. |
Wi-Fi icon with no bars | Not connected to Wi-Fi. Run the reconnection above. |
Wi-Fi icon with X or slash | Wi-Fi module fault. Power-cycle the system. |
Cloud icon green / solid | Connected to AlphaCloud. |
Cloud icon red / flashing | Lost connection to AlphaCloud. Check internet, then reconnect Wi-Fi. |
The display will also show system status (charging, discharging, standby) and any active fault codes. If you see fault codes, do not attempt WiFi reconnection until the fault is cleared, contact PSW Life Support.
When to contact PSW Life Support
Contact us if:
- The AlphaESS hotspot does not appear after multiple attempts and a power cycle
- You cannot find your system in AlphaCloud even after logging in
- The system is showing any fault code or alarm on the display
- Data does not return to AlphaCloud within 24 hours of successful reconnection
- Your system is enrolled in a VPP and has been offline for more than a few hours (this can affect your VPP payments)Â
Phone: (08) 6171 4111
Email: hello@pswenergy.com.au
Online: Lodge a support request at PSW Life Support
Have ready: your system serial number, a photo of the display screen, and a note of what happened when you tried the steps above.
