GivEnergy products undergo strict testing and inspection before delivery to ensure high performance and reliability. However, as with all electrical devices, issues may still occur.
If you experience any problems or contact GivEnergy Customer Support for further assistance.
Information to Prepare Before Contacting Support
To ensure a quick and efficient resolution, please have the following details ready when contacting support:
- Product Serial Number(s): Located on the product label(s) of the All-in-One and any connected GivEnergy components.
- Error Code or System Message: Note any error codes or messages displayed on the unit or in the monitoring app.
- Installation Date and Details: Include the date of installation and basic system configuration.
- Description of the Issue: Clearly explain the problem, when it started, and how it affects system operation.
- System Readings (if safely accessible):
- Battery Voltage
- Grid Voltage and Frequency
- PV Voltage (if applicable)
- Time of Fault Occurrence: Note the specific date and time when the issue first appeared or typically occurs.
- Reproducibility: Can you reliably recreate the issue, or does it happen randomly?
- Recent Changes: Note any recent changes to the system, electrical setup, or significant weather events.
Common Faults and Suggested Solutions
Name: Inverter NTC Fault
Reason: The inverter’s working environment temperature is too high or too low.
Suggestions:
- If temperature is too high: Lower the ambient temperature or turn off the inverter for 15 minutes, then restart. Ensure installation follows the user manual guidelines.
- If temperature is too low: Do not attempt to start the inverter. Contact after-sales service immediately.
Name: Grid Frequency Fault
Reason: The inverter detects that the grid frequency is outside the normal range specified by safety regulations.
Suggestions:
- Verify that the safety country setting on the inverter is correct.
- Check if the AC frequency (Freq) is within the acceptable range.
- If the issue is rare and resolves quickly, it may be due to occasional grid instability.
Name: PV Voltage Fault
Reason: The inverter has detected that the PV voltage is outside the normal range of the rated requirements.
Suggestions:
- Turn off the PV switch and use a multimeter to check whether the open circuit voltage of the panel is below 600V.
- If the voltage is too high, reduce the number of connected panels to lower the input voltage.
Name: DCI High
Reason: The inverter has detected a high DC component in the AC output.
Suggestions:
- Try restarting the inverter and check if the fault still exists.
- If the fault persists, contact after-sales service immediately.
Name: Current Leak High
Reason: A ground fault may be caused by improper AC side N-line connection or high humidity.
Suggestions:
- Use a multimeter to check the voltage between the inverter and the grounded frame. The voltage should be close to 0V.
- If voltage is detected, check that the N wire and ground wire on the AC side are properly connected.
- If this failure occurs in the early morning, dawn, or rainy days, it may be due to temporary high humidity and should resolve on its own.
Name: PV Voltage Fault
Reason: The inverter has detected that the PV voltage is outside the normal range of the rated requirements.
Suggestions:
- Turn off the PV switch and use a multimeter to check whether the open circuit voltage of the panel is below 600V.
- If the voltage is too high, reduce the number of connected panels to lower the input voltage.
Name: DCI High
Reason: The inverter has detected a high DC component in the AC output.
Suggestions:
- Try restarting the inverter and check if the fault still exists.
- If the fault persists, contact after-sales service immediately.
Name: Current Leak High
Reason: A ground fault may be caused by improper AC side N-line connection or high humidity.
Suggestions:
- Use a multimeter to check the voltage between the inverter and the grounded frame. The voltage should be close to 0V.
- If voltage is detected, check that the N wire and ground wire on the AC side are properly connected.
- If this failure occurs in the early morning, dawn, or rainy days, it may be due to temporary high humidity and should resolve on its own.
Name: PV Isolation Fault
Reason: Possible poor grounding of photovoltaic panels, aging PV panels, damaged DC cables, or high humidity.
Suggestions:
- Use a multimeter to check that the resistance between the inverter and the grounded frame is close to zero. If not, check the system wiring.
- If humidity is too high, isolation failure may occur temporarily.
- Check the resistance of PV1+/PV2+/BAT+/PV- to ground. If it is below 30kΩ, verify system wiring.
- Restart the inverter and check if the fault still exists. If the issue persists, contact after-sales service.
Name: No Utility
Reason: The inverter does not detect grid information.
Suggestions:
- Use a multimeter to check whether there is voltage on the AC side.
- Ensure the grid voltage is normal.
- Check that the AC cable is firmly connected and not loose.
- If everything is fine, try disconnecting the AC circuit breaker and reconnecting it after 5 minutes.
Name: Bus Over Voltage
Reason: The internal BUS voltage is out of range.
Suggestions:
- Restart the inverter and check if the issue persists.
- If the fault still exists, contact after-sales service.
Name: DSP Communication Fault
Reason: Caused by strong external magnetic field interference.
Suggestions:
- Restart the inverter.
- If the fault persists, contact after-sales service.
Name: Hall Sensor Fault
Reason: HCT detection failure in the system.
Suggestions:
- Contact after-sales service.
Name: GFCI Fault
Reason: Abnormal Ground Fault Circuit Interrupter (GFCI) detection.
Suggestions:
- Contact after-sales service.
Name: Relay Fault
Reason: The neutral and ground wires on the AC side are not properly connected or are intermittently faulty.
Suggestions:
- Check with a multimeter whether the voltage between N and ground is below 10V.
- If voltage is higher, confirm that the N and ground wires are correctly connected.
- Restart the inverter if necessary.
Name: EEPROM Fault
Reason: Caused by external strong magnetic field interference.
Suggestions:
- Restart the inverter and check if the issue persists.
- If unresolved, contact after-sales service.
Name: Consistent Fault
Reason: The internal programs of the system do not match.
Suggestions:
- Restart the inverter.
- If the fault persists, contact after-sales service.
Name: ARM Communication Fault
Reason: Caused by strong external magnetic field interference.
Suggestions:
- Restart the inverter.
- If the fault persists, contact after-sales service.
Name: Back-Up Overload Fault
Reason: Total backup load exceeds the rated output power.
Suggestions:
- Reduce the off-grid loads to keep total power below the rated output.
Name: BMS Comm Fault
Reason: The inverter and lithium-ion battery communication is abnormal.
Suggestions:
- Power off the inverter and check the BMS cable connection.
- If unresolved, contact after-sales service.
Name: Bat Volt Low
Reason: Lithium battery voltage is below 196V. Lead-acid battery voltage is below (LV-cell × 1V).
Suggestions:
- Confirm that the battery connection cable is securely attached.
- Ensure that the battery is switched on and the LED is lit.
- Check that the battery is not over-discharged. If it is, activate battery in the inverter settings to recover the battery after power replenishment.
- If the issue persists, contact the dealer or after-sales service.
Name: Bus Unbalance Fault
Reason: The positive and negative BUS voltage difference exceeds 70V.
Suggestions:
- Contact after-sales service.
Name: Meter Comm Loss
Reason: The inverter is not communicating properly with the meter.
Suggestions:
- Check that the meter and inverter are correctly connected.
- Ensure that the RX/TX communication lines are not reversed.
Name: Battery Need Charge
Reason: The battery voltage is too low to discharge.
Suggestions:
- The battery voltage is too low to discharge.