No Notification on PowerWall Grid Failure, App Bug? V 3.10.5, iPhone

[swedge]

I looked and don't see "Notification" anywhere in the iPhone app.
I have an I5s, with iOs 12.4.7 that is the latest and 3.10.5

I do have a tech ticket for this and to lower battery frequency to 61 Hz.

CJ,

Do you have a Tesla vehicle? Some folks who do have a car are getting notifications about grid outages.

Just to be clear, my understanding is that to get notification of grid outage, there are two settings required. One is in the Tesla App: on the main screen in the upper left corner is a small gear icon which takes you the in-app settings menu where mine lacks the Notification item but has icons for Inbox, Loot Box and Video Guides and Sign Out. The other required setting is in the iPhone's own Settings App, Notifications item and the Tesla icon takes you to "Allow Notifications" and other details about what sort of notification to use.

 

[swedge]

PWs only (i.e., no car) and not seeing notification in app settings nor was I notified during a grid-out test. Does anyone with PWs-only have the notification settings?

zT,

Thank you for this info. So far everyone (3 so far) with a car or an android phone is getting notifications, and 2 or 3 of us with iPhones but without a car are not getting notifications. I have submitted an inquiry to Tesla support, and suggest that you do too - bug fixing priority is partly based on the number of complaints...

Thanks for your help!

SW

 

[SteveInCal]

My PW was installed May 13th. Already had solar with Enphase IQ6 microinverters. No other Tesla products.

Took till late last week for tech support to get the CT coil's set up correctly, but working great now.

Like others, I DO NOT have an option for notifications

 

[charlesj]

CJ,

Do you have a Tesla vehicle? Some folks who do have a car are getting notifications about grid outages.

Just to be clear, my understanding is that to get notification of grid outage, there are two settings required. One is in the Tesla App: on the main screen in the upper left corner is a small gear icon which takes you the in-app settings menu where mine lacks the Notification item but has icons for Inbox, Loot Box and Video Guides and Sign Out. The other required setting is in the iPhone's own Settings App, Notifications item and the Tesla icon takes you to "Allow Notifications" and other details about what sort of notification to use.

I do not have a Tesla vehicle but have that vehicle charging bit show up.

Yes, I see that gear upper left. When I open it all I see is "in" and "loot box"
If I open 'in' is states they will send important updates and that is dated Oct 22, 2019, probably the date I downloaded the app to just have it ready.
Nothing more

 

[zƬesla]

I emailed support yesterday and their suggestion was to reinstall the app which did not fix it for me (again, no car). At some point they will figure out notification is only available if you have the car.

 

[BrettS]

For what it’s worth, I have a car, but no powerwall (yet... solar and powerwalls have been ordered and the permit was approved yesterday, so I’m hoping they will be installed within a few weeks). But I do have a “Notifications” option under the gear icon on my app and I do get notifications from the app for my car.

 

[swedge]

Curiouser and curiouser and curiouser...

If Tesla App iPhone version 3.10.5 does do PowerWall notification if the owner also has a Tesla vehicle, would it fix my lack of notifications if I add a car to my account?

Sadly, it does not. A friend added my Tesla account to his Model S as an "added driver" . His car now shows up in my App, as do notification settings for his car. However, there is still no Notification setting item for my PowerWall.

SW

 

[swedge]

Another interesting experiment blows away yet another hypothesis: I had a friend download the Tesla 3.10.5 app on her Android phone, and then log in with my credentials. She had no notifications menu. It was exactly the same as on my 3 iPhones.

So, it is not just an iPhone thing. From my last experiment, it is not lack of a vehicle. From 3 others so far, 3.10.5 does have a functioning notification menu, see screen shot from Gnumeric.

Tesla Support has told me 1) that is an iPhone problem, and 2) that 3.10.5 does not have a Notifications menu. Looks like they are 0 for 2 accuracy wise from Support. Also low score for timeliness, here a month after my first of 4 contacts with them.

My next hypothesis to try and disprove is that there is something wrong the the set-up of my account on Tesla's server, as others have suggested but Support has supposedly ruled out.

An interesting test of this would be for someone with an iPhone and 3.10.5 showing the menu to log in with my credentials. If their account works on their phone, but mine does not, that clearly points to a server side setting problem on my account. If someone is willing, send me a private message and let's give that a try.

In the mean time I'll pester Tesla Support again.

Thanks to all for your interest and support in this little bug-hunt.

SW

 

[swedge]

Still no notifications, no notification setting in the Tesla app, which is now up to 3.10.6, and gateway now 1.47.0. So new versions did not fix this problem. That is consistent with my current hypothesis that the problem lives in the back-end server, perhaps a problem in the registration of new installations.

I contacted Support again, and they said: "I can see this issue is being worked on and escalated further to determine where the disconnect is. We're collecting more information on additional customers with this issue to get a resolution out to the fleet. We've seen this is not specifically tied to a phone, so are researching what the issue is on our end."

I'm wondering if every new installation is having this problem, or is it just a few unlucky ones of us.

Is there anyone who had a PowerWall installed since mid May and does get grid failure notifications?

Also, please, anyone with this problem please join me in pestering Support, a squeaky wheel tactic.

Thanks, all!

 

[charlesj]

Still no notifications, no notification setting in the Tesla app, which is now up to 3.10.6, and gateway now 1.47.0. So new versions did not fix this problem. That is consistent with my current hypothesis that the problem lives in the back-end server, perhaps a problem in the registration of new installations.

I contacted Support again, and they said: "I can see this issue is being worked on and escalated further to determine where the disconnect is. We're collecting more information on additional customers with this issue to get a resolution out to the fleet. We've seen this is not specifically tied to a phone, so are researching what the issue is on our end."

I'm wondering if every new installation is having this problem, or is it just a few unlucky ones of us.

Is there anyone who had a PowerWall installed since mid May and does get grid failure notifications?

Also, please, anyone with this problem please join me in pestering Support, a squeaky wheel tactic.

Thanks, all!

I decided to check my iPhone 5 under setting, then the Tesla app almost at the bottom, opened it up there is a "Notification"
along with a few others like Siri, background, cellular data.
In that notification there is lock screen, notification center, and banners. All checked.
But nothing in the Tesla App itself.
So, perhaps that is all it needs? But, how would that notification start out and have the phone know if there is nothing in the app itself to receive and send the notification?

Perhaps that part "Backup History" just above customize is supposed to be it? I have 3 events there but I don't remember being notified by my iPhone itself.
Unless I am misunderstanding what this record is about as battery gives power when solar is off and no grid power is used what happens every day and only 3 events show.

 

[BrettS]

Well, just to add another data point to this, I got my system installed about two weeks ago and I am not getting notifications of grid failure. I do have a car and I can see the notification option in the app settings, and I do get notifications from my car through the app. But no notifications of grid failures from the powerwalls

 

[swedge]

Well, just to add another data point to this, I got my system installed about two weeks ago and I am not getting notifications of grid failure. I do have a car and I can see the notification option in the app settings, and I do get notifications from my car through the app. But no notifications of grid failures from the powerwalls

Brett,

Thank you for the update. Here is what I know that might, maybe help you. First, one question: on your in-app settings menu, do you have an option to enable Energy notifications? I ask because I added a friend's car to my account, and could see the car notification option, but still no Energy notification. I should have taken a screen shot but did not, sorry. But that experiment ruled out my lack of a car as a factor in the problem.

I still have no notification option on the in-app settings menu, and do not get notifications.

The common reasons people don't get PowerWall notifications, and the first thing Tesla support asks about are:

1) Notifications must be enabled both in the Tesla App, Settings (little gear icon) menu, and also in the iPhone's built in Settings menu, Notifications item, Tesla item. I'm don't know about the Android settings.

2) Notification is sent only after about 5 minutes of grid being down. To test it, I open the main breaker from the meter to the gateway.
​

It is nearly 8 weeks since Tesla support started my inquiry, and weeks also since it was escalated to the development folks. I've pestered them each week, but still there is no fix.

So, I'd ask anyone with this problem to call support and get on the list of affected customers. Squeaky wheel strategy.

Loving my PowerWall, Tesla support - nice but ineffective, or at least slow.

Scott

 

[swedge]

I decided to check my iPhone 5 under setting, then the Tesla app almost at the bottom, opened it up there is a "Notification"
along with a few others like Siri, background, cellular data.
In that notification there is lock screen, notification center, and banners. All checked.
But nothing in the Tesla App itself.
So, perhaps that is all it needs? But, how would that notification start out and have the phone know if there is nothing in the app itself to receive and send the notification?

Perhaps that part "Backup History" just above customize is supposed to be it? I have 3 events there but I don't remember being notified by my iPhone itself.
Unless I am misunderstanding what this record is about as battery gives power when solar is off and no grid power is used what happens every day and only 3 events show.

Charles,

The Notifications enable item is supposed to be on the in-app Settings menu, accessed with the little gear icon in the top left of the main screen. See the screen shot posted by gnumeric, on May 28, 2020 in this thread.

I'd ask that your join me in pestering Tesla energy support on this. They've had my inquiry for nearly 8 weeks, but don't seem to be giving it enough priority to find a fix yet. I figure the more complaints they get, the sooner they'll get to it. I have confirmed that if they log on to any of our accounts, they can see the problem, and this is the key to finding the cause - being able to replicate the symptoms. Since some people, like gnumeric, do see the Notifications option, the problem lies in our account data on Tesla's back-end server. They just need to know which bit too flip.

Anyway, please feel free to join my pester campaign.

Scott Wedge

 

[swedge]

Well, just to add another data point to this, I got my system installed about two weeks ago and I am not getting notifications of grid failure. I do have a car and I can see the notification option in the app settings, and I do get notifications from my car through the app. But no notifications of grid failures from the powerwalls

Brett,

P.S. Congratulations on getting your PowerWall up and running!

It is really exciting to have power failures be boring, yes?

 

[charlesj]

Well, just to add another data point to this, I got my system installed about two weeks ago and I am not getting notifications of grid failure. I do have a car and I can see the notification option in the app settings, and I do get notifications from my car through the app. But no notifications of grid failures from the powerwalls

I still have that problem as well. Just today I did a grid down for 10 min to see if Tesla downrated the panel cut off frequency to 61Hz from the default 65Hz as they fixed the storm watch that I also called about soon after installation. Yep, they fixed those two items but still no notification like a text or phone call or others.
Went through all the places in the app and on the phone to make sure to get sound, banner notification but nothing with that 10 min test.
Got a banner only in the app on the 1st test when grid restored and app was open. That is unsat as I want to know when iPhone is in standby. May need to call them on this too?

 

[charlesj]

Brett,

Thank you for the update. Here is what I know that might, maybe help you. First, one question: on your in-app settings menu, do you have an option to enable Energy notifications? I ask because I added a friend's car to my account, and could see the car notification option, but still no Energy notification. I should have taken a screen shot but did not, sorry. But that experiment ruled out my lack of a car as a factor in the problem.

I still have no notification option on the in-app settings menu, and do not get notifications.

The common reasons people don't get PowerWall notifications, and the first thing Tesla support asks about are:

1) Notifications must be enabled both in the Tesla App, Settings (little gear icon) menu, and also in the iPhone's built in Settings menu, Notifications item, Tesla item. I'm don't know about the Android settings.

2) Notification is sent only after about 5 minutes of grid being down. To test it, I open the main breaker from the meter to the gateway.
​

It is nearly 8 weeks since Tesla support started my inquiry, and weeks also since it was escalated to the development folks. I've pestered them each week, but still there is no fix.

So, I'd ask anyone with this problem to call support and get on the list of affected customers. Squeaky wheel strategy.

Loving my PowerWall, Tesla support - nice but ineffective, or at least slow.

Scott

Thanks.
I rechecked my gear in the app itself and there are only two things, no Notification option.
And, it seems the app is V3.10.6 and still not there.

I will call Tesla Tech.

Oh, if I remember correctly when I asked them to ramp down the cut off frequency to 61Hz, they told me they will send an email when done. No such email but they did fix it and works under test.

 

[charlesj]

Charles,

The Notifications enable item is supposed to be on the in-app Settings menu, accessed with the little gear icon in the top left of the main screen. See the screen shot posted by gnumeric, on May 28, 2020 in this thread.

I'd ask that your join me in pestering Tesla energy support on this. They've had my inquiry for nearly 8 weeks, but don't seem to be giving it enough priority to find a fix yet. I figure the more complaints they get, the sooner they'll get to it. I have confirmed that if they log on to any of our accounts, they can see the problem, and this is the key to finding the cause - being able to replicate the symptoms. Since some people, like gnumeric, do see the Notifications option, the problem lies in our account data on Tesla's back-end server. They just need to know which bit too flip.

Anyway, please feel free to join my pester campaign.

Scott Wedge

PS

I just called them and with persistence they will pass it on to software. Their claim is that my phone is too old.
Yet, they were able to place Storm Watch that was not there before my complaint about its absence.
I have iPhone 5S. May ask wife to download the app and see. She has 5SE

 

[charlesj]

GOOD NEWS people.

I was able to finally get the app notification to show up.
At first ask wife to download the app to her iPhone 5SE, newer than mine. When I logged in on her phone the banner asked if Tesla can notify me and allowed that. Now I am not sure if on my initial sign in on my phone if I allowed that or not, perhaps I didn't thinking it may be junk notifications of who knows what. But on wife's phone allowed it and notification option is there. Then she signed out on her phone.

I either signed out on my phone and logged back in AND, "Notifications" are there now with a check mark for Energy and that is all that is showing, no car notification as I don't have a Tesla car.

Oh, I have the V3.10.6 Tesla app. Maybe that is what is needed as I think that version brought up my Storm Watch.

Perhaps that is what you may need to do, sign out and back in?

 

[swedge]

Really Good News: Tesla fixed it! It happened earlier today, so perhaps, Charles, it was a system wide problem.

Robert Long, Powerwall specialist in Tesla Energy support emailed me around 2 PDT today to say it is fixed. Sure enough, after a log out / log in cycle, my Tesla app now shows the Notifications item on the in-app Settings menu, and Power Outage setting toggle on that page.

I pulled the main meter breaker and a few minutes got a notification. Yeah!

So, problem solved.

I have emailed Robert asking what was changed, as a way to help others get right to the fix. But, if Charles' experience is typical, it may have been fixed for everyone. Fingers crossed. Try it by logging out and back in, it can't hurt. And also verify that the phone has notifications enabled in the Apple iPhone Settings App / Notifications / Tesla.

I also had Notifications for Tesla enabled in my Apple Watch settings. That seems to stop the notifications on the iPhone where I prefer these, so I have turned off the Watch notification.

Thanks to all for helping with this!

 

[swedge]

I just notice the app is now version 3.10.7, but I was still on 3.10.6 when it was fixed, so the new version does not appear to be what fixed it.

Anyway, here is what my in-app settings menu (small gear icon on main page)

and Notifications menu look like.