When downloading the app on one of his devices, the customer receives an error that the connection to the provider cannot be established and the app cannot be downloaded.
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SolarEdge's response:
Unfortunately, this is an isolated case and is not coming from the app.
Sounds to me like a conflict with other programs. Virus program etc.
The customer should reset the phone to default / factory settings and install the MySolarEdge app first.
Then gradually install the other desired apps. This will help to determine at what point the conflict arises and which of the apps tries to interrupt a connection.
It is then also possible that the problem no longer occurs, because the "disturbance" app is not even consciously used or was deleted at some point (with residues on the phone).