Alpha ESS SMILE5/ SOLIS PASSIVE/ GOODWE PASSIVE/ SMILE S5 (DRAFT)

When to use:  Customer reported ESS SMILE5/ SOLIS PASSIVE/ GOODWE PASSIVE/ SMILE S5 related issues 

Note: Before starting, log in to the ALPHA ESS Portal to verify your system's current status and connection type (LAN or Wi-Fi).

1: Identify Your System Status

Determine which of the following three categories your system currently falls into:

 A: Offline / System Normal

Use this path if the portal shows the system is offline, but there are no alarm lights on the unit.

1. Identify Connection Type: Determine if you are using a Hardwire LAN (Ethernet cable) or Wi-Fi.

2. Action:

   • If Hardwire LAN: Follow the Internet Connection Guide - Hardwire LAN. Macro:  Monitoring > System Offline > Alpha System-LAN Cable

   • If Wi-Fi: Follow the Internet Connection Guide - Wi-Fi Configuration. Macro:  Monitoring > System Offline > Alpha System

B: Offline / System Alarm

Use this path if the system is offline and the hardware is indicating a system error/alarm.

1. Support: Guide customers by following appropriate internet connection guide

2. Provide Documentation: CS will request System Photos of the unit and its display/indicators.

3. Escalation: Once photos are provided,  pass onto Engineering (ENG).

C: Online / System Alarm

Use this path if the system is Online, but reports a system error/alarm.

1. Documentation: Customer Service (CS) will immediately request System Photos.

2. Escalation: After reviewing the photos, the issue will be passed onto Engineering (ENG) for a technical fix.