Hinen Battery/ Inverter Issue

When to use: Customers reporting Battery/ Inverter Issue

1. Pre Check

• Compare the number of batteries listed on the CRM against what is showing on the Portal.

• Verify the Battery alert status  on the app or portal.

2. Check Battery Alert and follow Troubleshooting Steps

A.  Battery Terminal Open Alert

• Check the Battery DC isolator and reset it if required Macro: Faults > Common Faults > DC Battery Isolator Fault
  • Request for photos of the Battery LEDs and the Battery DC isolator

B.  AC Relay Fault

• Restart the system Macro: Faults > System Restart Guides > Hinen System
  • Request for photos of the inverter, battery, isolators, and Battery LEDs

C.  Any Battery Related Alert

• Restart the system Macro: Faults > System Restart Guides > Hinen System
  • Request for photos of the LEDs for each individual battery, 
    If any battery has no LEDs lit, press the silver power button on the side to check for a response.
    If a red alarm light is present, note if it is flashing or solid.

D.  Customer reported Battery/Inverter Issue but No alerts

• Request for photos Macro: Faults > System Photos Guide > MSB/Battery Indicator/ AC Isolators/ Inverter Screen/ DC Isolator

3. Once the required photos and information are collected, pass the case onto the Engineering team for further assessment.

Note: Please ensure customers receive a status update every 48 hours.