Help us to help you

Help us to help you

Dear Customer,

Thank you for reaching out to our support team with your concerns. In order to assist you as efficiently as possible, we require specific information from you, which may vary depending on your particular issue.

Please take note of the following requirements based on your situation:

Scenario 1: Inverter Not Starting

Scenario 2: Meter Issues

Scenario 3: Device Not Performing as Expected

Scenario 4: Battery Issues

Scenario 5: EPM issues

Scenario 6: SolisCloud Issues

Scenario 7: Data Logger Issues

Scenario 8: General Inquiries

Please provide us with the necessary information as soon as possible to efficiently process your request. The more information we receive from you, the better we can assist you.

We want to emphasize the critical importance of having your plant online and connected to SolisCloud through a datalogger. This connection is vital for ensuring the smooth operation and maintenance of your system. Without the plant being online, troubleshooting any potential issues becomes a complex and challenging task. Being connected to SolisCloud allows us to monitor and diagnose any problems promptly, which in turn enables us to find swift and effective solutions. We encourage you to maintain this connection for the best performance and support.

Thank you for your understanding and support.

Scenario 1: Inverter Not Starting

To help you with this issue, we need the following information:

1. Serial number of the inverter.
2. Is the minimum startup voltage present (as per the datasheet)? Please send us a photo of the DC measurement.
3. Has the polarity been checked? Please send a photo of the check.
4. Are the MC4 connectors properly installed? Please send photos.
5. Are LEDs and the display "on" or "off"?
6. If the display is active, what is being displayed?
7. If the display is turned on and the alarm LED is lit, please check the alarm messages on the screen (Advanced Information - Password 0010).

Scenario 2: Meter Issues

To diagnose your meter problem, we need the following information:

1. SolisCloud Plant ID or inverter serial number.
2. What kind of meter is installed (1 or 3 Phase, Acrel or Eastron)? 
3. Has the correct meter model and placement been selected on inverter side?
4. Photos of the measurements from L1,L2 and L3 at the meter to the L1, L2 and L3 meter output terminal.
5. Photos of the meter screen (kW display).
6. Photos of the connections on meter side (front, bottom and top side).
7. Photos of the connections on inverter side.
8. Photos of switch cabinet where placement of CT's are visible. 
9. Is a "telephone handset" displayed on the screen? (Eastron 3 Phase meter)
10. Are the meter readings displayed on the inverter information display?
11. Where did you purchase the meter? (Came with device, Solis Support or elsewhere?) 

Scenario 3: Device Not Performing as Expected

To resolve the issue with your device, we need the following information:

1. SolisCloud Plant ID or inverter serial number.
2. Are error messages displayed? If yes, please provide the exact error message.
3. How many Strings are connected to the inverter? 
4. Measured voltages on the AC and DC sides (please CLICK HERE to see list for measurements required)
5. What firmware is currently installed?
6. What type and how many modules are connected?
7. Module orientation.
8. Installation photos.

Scenario 4: Battery Issues

If you are experiencing battery problems, we need the following information:

1. SolisCloud Plant ID or inverter serial number.
2. Are error messages displayed? If yes, please provide the exact error message.
3. Which battery is connected to the inverter?
4. Has the correct battery model been selected on inverter side?
5. What firmware is currently installed?
6. Has it been verified that everything is in order on the battery side?
7. Photos of the complete installation (Battery and inverter side)

Scenario 5: EPM issues

To diagnose your EPM problem, we need the following information:

1. SolisCloud Plant ID or EPM serial number.
2. How many inverters are connected to the EPM?
3. All settings on EPM were checked? (Set address, inverter quantity, failsafe, backflow)
4. “External EPM” on each inverter was selected?

Scenario 6: SolisCloud Issues

For SolisCloud issues, we require the following information:

1. SolisCloud Plant ID or serial number. 
2. Detailed description of the SolisCloud problem.
3. In case of implausible values, have the meter, CTs and meter connection been checked? Please send us photos of the meter and CTs.
4. If possible, have SolisCloud values been compared with meter readings?
5. Inverter firmware version.
6. Detailed description of the problem. 

Scenario 7: Data Logger Issues

For data logger issues, we need:

1. Datalogger serial number or inverter serial number.  
2. LAN or Wi-Fi connection?
3. Which network is being used (5 or 2.4 GHz)?
4. What is the network strength (in case of Wi-Fi)?
5. Did you configure the stick as per instructions? See instruction videos HERE and HERE
6. If the logger has LEDs, what do they look like?
7. Did you check Voltage on COM Ports? Click HERE for video instructions
8. What troubleshooting steps have already been taken?

Scenario 8: General Inquiries

For general inquiries, we need:

1. SolisCloud Plant ID or inverter serial number.
2. Detailed description of enquiry. 

Measurements needed: 

• 1 Phase Grid Tied 
• 3 Phase Grid Tied 
• RAI 
• 1 Phase Hybrid inverter
• 3 Phase Hybrid inverter

1 Phase Grid Tied: 

3 Phase Grid Tied: 

RAI:

1 Phase Hybrid inverter: 

3 Phase Hybrid inverter: