4. Troubleshooting and Support
Consult this chapter in case of unexpected behaviour or if you suspect a product fault.
The correct troubleshooting and support process is to first consult the common issues as described in this chapter.
Should this fail to resolve the issue contact the point of purchase for technical support. If the point of purchase is unknown, refer
to the
Victron Energy Support webpage
.
4.1. Unable to connect to the dongle
How to fix or diagnose connection problems:
• Make sure that the Victron product where the dongle is connected to, is listed in the "compatible Victron products " chapter in
• The dongle is powered via the VE.Direct cable connection. Check that the device where the dongle connects to, is powered
and the LEDs blink when connecting to the VE.Direct port.
• Make sure you are close enough to the dongle. In open space, a distance of up to approximately 20 meters should work.
• Only one phone or tablet can be connected to a dongle at the same time. Make sure no other devices are connected to the
dongle, and try again.
• Try to disconnect the dongle and reconnect it to the same product.
• Try to connect the dongle to a different product (if available).
• Check if VictronConnect can see the device when using a VE.Direct USB cable connected to a PC or android phone.
• Try re-pairing by first removing the pairing from the phone: go to your phone's Settings, then click Bluetooth. Click the (i)-icon
next to any “VE.Direct LE” device and click “Forget This Device”. Then, open the VictronConnect App again and pull down the
Discovery screen to rediscover products. Set the dongle in pairing mode by clicking the button on the dongle, then click the
Victron product in the app's Discovery screen. Confirm the pairing and you should now be connected to the dongle.
• In case a Motorola Moto G 2014 (aka Moto G2) is used: This model has a known issue with VE.Direct Bluetooth Smart dongles
with serial number HQ1606 and earlier. If you have such serial number dongle and that phone, contact your Victron supplier for
a replacement (newer) dongle.
If these steps were unsuccessful see the troubleshooting section in the
for more troubleshooting
information.
VE.Direct Bluetooth Smart dongle
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Troubleshooting and Support
