TL;DR If your Power is stuck in standby, reboot the gateway as below and contact Tesla and your installer.
After a wait of almost 3 years (a whole long other story) we had two Powerwalls installed last September. In December I noticed that they were stuck on standby and not powering the house during evening peak rates like they were. I called Tesla energy support and they had me do a 'whole house reboot' that I described in another post. They claimed to have opened a ticket on it. A month later our Powerwalls were stuck again and this time support asked if my gateway panel had a hole labelled Reset you can access by just opening the front panel. No news on the ticket.
Apparently the gateway uses a 'Neurio Meter' to monitor the electricity flow and it crashes sometimes. The first generation gateways did not have a reset button so you had to reboot them crudely with the whole house reboot or by carefully opening the gateway unplugging just the Neurio power supply like this guy does:
*** be careful of the exposed high voltage wiring if you try this ***
Mine has a reset hole, just stick something like a non-conductive plastic pen in straight in the hole and press for 10 seconds. You should some LEDs flash. I had to gently pry a fat wire out of the way with the pen. This got it working temporarily again. Tesla has since changed the gateways from gray to white, like a mini Powerwall, and I don't know where their reset it or if they need it.
Fast forward another couple weeks, my Powerwalls are stuck again. I called Tesla Energy Support again and they said that the case from 3 months prior was being worked and that spare parts are being sent to my installer. It would have been nice if they told me. I called the installer Swell Energy and they say quite a few Neurio Meters have been going bad lately but unfortunately Tesla doesn't let them stock the part, each has to be ordered in response to a specific failure and it takes a month or two to get the part from Tesla - which sadly sounds like too many of the car repair horror stories.
After a wait of almost 3 years (a whole long other story) we had two Powerwalls installed last September. In December I noticed that they were stuck on standby and not powering the house during evening peak rates like they were. I called Tesla energy support and they had me do a 'whole house reboot' that I described in another post. They claimed to have opened a ticket on it. A month later our Powerwalls were stuck again and this time support asked if my gateway panel had a hole labelled Reset you can access by just opening the front panel. No news on the ticket.
Apparently the gateway uses a 'Neurio Meter' to monitor the electricity flow and it crashes sometimes. The first generation gateways did not have a reset button so you had to reboot them crudely with the whole house reboot or by carefully opening the gateway unplugging just the Neurio power supply like this guy does:
Mine has a reset hole, just stick something like a non-conductive plastic pen in straight in the hole and press for 10 seconds. You should some LEDs flash. I had to gently pry a fat wire out of the way with the pen. This got it working temporarily again. Tesla has since changed the gateways from gray to white, like a mini Powerwall, and I don't know where their reset it or if they need it.
Fast forward another couple weeks, my Powerwalls are stuck again. I called Tesla Energy Support again and they said that the case from 3 months prior was being worked and that spare parts are being sent to my installer. It would have been nice if they told me. I called the installer Swell Energy and they say quite a few Neurio Meters have been going bad lately but unfortunately Tesla doesn't let them stock the part, each has to be ordered in response to a specific failure and it takes a month or two to get the part from Tesla - which sadly sounds like too many of the car repair horror stories.
