Symptoms

The customer's router has captive portals (like a coffee shop, for instance, that requires accepting terms and conditions before accessing the internet).

Steps to Troubleshoot

• Ask the customer to disable the feature or add another network for internet-connected devices like the Backup Gateway 2 / Powerwall+ / Tesla Solar Inverter.
• Ask the customer to add the Backup Gateway 2 / Powerwall+ / Tesla Solar Inverter to a list of accepted / approved devices in the router settings (see Wi-Fi Connection is Not Functioning for instructions to white list the Backup Gateway 2 / Powerwall+ / Tesla Solar Inverter).

If neither of these options resolves the issue, the Backup Gateway 2 / Powerwall+ / Tesla Solar Inverter cannot be connected to the customer's router as Tesla does not support these systems.