In this article
Let’s get your monitoring connection back. An offline app alone does not tell you whether the system has stopped generating.
Before you begin
Use your phone, app and home router for these checks. Do not open covers, unplug modules, operate breakers or electrical isolators, restart the system or factory-reset equipment.
For a fault message, dead display or tripped breaker, use PSW Life Support. For smoke, burning smells, sparking, unusual heat or visible damage, keep clear and follow the safety advice.
Match the guide to your equipment
This route follows the residential AlphaESS App v7 and later network wizard. Check your app version and equipment model first. If your screens differ, ask PSW for the matching legacy instructions.
Have these ready
- Working home internet. Connect your phone to home Wi-Fi and open a webpage. If it will not load, resolve the home connection first.
- Your Wi-Fi details. Have the current network name and password ready. Enter passwords only in the manufacturer app or confirmed device interface, never in a PSW form or support message.
- Your usual account. Check you can sign in and see your system. Use account recovery if you cannot.
- A safe place nearby. Check the phone has a useful Wi-Fi signal near the equipment. Keep router security and system operating settings unchanged.
Reconnect one step at a time
- In the app, use Reconnect on the offline banner. For a changed network, use Settings → Device → Network → Wi-Fi Settings. If several devices are offline, select the affected device first.
- Check that the displayed model and serial match your equipment. Allow the app’s requested phone permissions and tap Connect. The wizard selects Bluetooth or a device hotspot.
- Choose your home Wi-Fi from the network list, enter its password in the app and confirm. Most AlphaESS communication modules use 2.4 GHz; check the module requirement if your network is missing.
- Let the wizard complete, tap Done, then check the home page. The manufacturer identifies Normal as the successful device status.
Check the app
Return your phone to its usual internet connection and reopen the app. Look for a connected status and check the time of the latest reading. Give the app time to apply the change before trying again.
A device connection and fresh cloud data are different checks. Neither, on its own, confirms generation or battery performance.
Still offline?
If the screen differs or setup fails, pause rather than repeat another model’s steps.
Send PSW Life Support the model, app, last-update time and the step you reached. A screenshot can help; hide private details and leave out passwords. Only photograph safely visible labels.
Different brand? Choose your equipment in the Wi-Fi assistant.
Manufacturer instructions
Use the network section for your exact model and app version. Electrical work and installer settings are outside this guide.
Manufacturer guidance checked 23 October 2026. Menu wording can change with app and firmware updates.