GOODWE ACTIVE WITH ALPHA ESS BATTERY (DRAFT)

When to use:  Customer reported GOODWE ACTIVE WITH ALPHA ESS BATTERY related issues 

Note: Before starting, log in to the Goodwe SEMS Portal to verify system status;  SN normally start with 9500XXX.

1: Status Diagnosis

Determine which of the three primary scenarios applies to your current system state:

A: Offline / System is Normal

Use this path if the system is functioning but has lost its connection to the monitoring portal.

1. Confirm Internet Type: Verify the system is using Wi-Fi Only.

2. Action: Follow the Internet Connection Guide - Wifi Configuration (Goodwe Active) guide

   Macro: Monitoring > System Offline > GoodWe System

B: Offline / System Alarm

Use this path if the system is not reporting data AND there is an alarm/error light on the unit.

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

2. Documentation: CS will request System Photos 

3. Escalation: The case is then passed onto the Engineering (ENG) Team.

C: Online / System Alarm

Use this path if the system is connected to the internet but reporting an internal error or alarm.

1. Immediate Documentation: CS will immediately request System Photos.

2. Escalation: The case is passed directly onto the Engineering (ENG) Team for a technical deep dive.