JuliusK

I can finally give an update to the status of my inverter after it go to Sunsynk last week Friday. Sunsynk got the inverter on their workbench on Monday morning and performed all their tests and check and found that both boards were damaged(top and bottom as they call it), the faulty boards were replaced and the unit tested. The unit was then booked for an over night courier this morning and it now on the way back to me. Overall I am extremely grateful and happy at the speed at which this repair was completed. My expectation were not very high by the other stories that I have read on this forum. I do have to say that getting hold of any of the repair team is extremely difficult. I would have to call several times a day to attempt to speak to someone, at times holding on for 30 mins. Overall I couldn't have asked for a better result in relation to the speed of the repair.

I'm really saddened by the level of service that I have received from Sunsynk. They portray a much better company than they actually deliver.

Your suggestion is not unreasonable. But in our day and age where everyone including my mom has done a software update on their phone, we could manage these ourselves if the system was designed / programmed with that in mind. My ideal scenario in a perfect world would be that you register your inverter with Sunsynk upon installation. Then Sunsynk emails you with an update stating that there is new firmware available for your version of inverter, or even a pop up comes up in your app? Then you could walk over to the inverter and select the Update Software in the menu option on the inverter display. The inverter then checks in with home base, downloads the latest firmware and asks if you would like to proceed with the update now or later? Reminding you that when you do the update it (the inverter) will disconnect all loads for the duration of the upgrade. Do you wish to proceed? All of the above could also be handled within your app, following the exact same process. I don't think that this is an unreasonable expectation in our day and age and level of technology that we are exposed to on a daily basis. Why should firmware updates still be done manually in the factory in China?

Glad all went well for you! Thanks for the update.

Thanks for clarifying.

Could you provide any documentation that is publicly available on the Sunsynk website that will back up you statement "No load and no PV"?

Can anyone join the Segen Support Group or is it for installers only? Just curious, would be great to get readily available info?

I've not done a Sunsynk installer course, I'm an end user. I have familiarized myself with most publicly available documentation from Sunsynk. Watched all of Keith's video's on setting it up. I've done alot of research on how the inverter works, making sure that I don't make any changes where I don't completely know exactly what will happen. I have previously done a software update, using the exact same channels with no one mentioning that no loads should be running. If this was such a critical requirement this should be publicized better and software updates should be then restricted to installers. I would totally support that, but Sunsynk sell's it's self as such a user friendly company. Considering the note you shared above was from an Application Note from Segen which I'm assuming is for resellers / installers, I don't think it's unethical for me to share my experience.

If this is their requirement, this should be publicized way better and not on 3rd party website and distributors. I wonder why they don't have a button on the inverter it's self that just says "UPDATE NOW"? Then a prompt stating "ARE YOU IN BYPASS MODE"? "OK"---- update completed.

Me too! No more FW updates. I'm going back to flashing my laptop BIOS for kicks.

There was no mention of this when I completed the form on Sunsynk's website. I then waited 3 days before I emailed and chased them for the software upgrade this would mean that I would have to be on bypass indefinitely until it's done. This doesn't sound like a workable solution. I am in agreement rather do it by giving us the firmware files and we can flash it our selves via RS232 cable or something.

I absolutely agree, that is how normally a hardware RMA works, especially if the manufacturer caused the fault.

Allegedly the latest firmware for the 8Kw is: COMM: E42c - MCU: 6022-0717

Hi all, So I though I would share my experience with Sunsynk software updates and their support team. In a nutshell it's not been great, I'm now going on a week without an inverter and only this morning has Sunsynk collected my inverter for over night to JHB for repairs. My story so far. Last week Monday I requested a software update for my 8 kw Inverter due to an intermittent issue it was having where approximately once a month or so the touch screen would freeze and it would become unresponsive. I logged this issue with my installer who went and spoke with the distributor (Segen Cape Town) who advised that a software update would remedy the issue. I completed the online form as needed to request a software update from Sunsynk, I wait 3 days and on Wednesday I chase their support desk with an email. Where a prompt reply comes back and says they will do it shortly and have sent the request to their factory. An hour or two later my whole house goes offline, I go an investigate and I find that the inverter is displaying an error F34 AC_Overload. I think nothing of it shut everything down and restart my whole system, where again the same error pops up and nothing comes back online. I then start to panic and call the Sunynk support desk where on this occasion I manage to speak to a gentleman by the name of Gerrie, we go through the entire system and check all settings and nothing is adding up. I then open my Solarman app and start browsing in the inverter info section and see that he inverter rated power is now 5KW, well this is odd because my inverter is an 8KW. I mention this to Gerrie who then ask me to confirm the firmware version that is currently on my device and it turns out to be e419 - MCU 3881 which is the firmware for the 5KW inverter and not the 8KW. At this point I'm proper panicking. Sunsynk has flashed the wrong firmware on my inverter! How does this happen? Are there no controls? Gerrie says we can flash the correct firmware and see how it goes, so I agree, lets do it, it can only get better right? So Gerrie sent the request to the factory in China to flash the right firmware. It didn't get better, the flashed the firmware for the 8KW but not the whole firmware so now I am on e424 MCU6022, I do factory reset, reconfigure my inverter try to power it up, nothing same error comes up. Try get hold of Sunsynk Support, can't get hold of anyone. They promise they will call me back, nothing. Call again the next day, get through to Gerrie he send another request to the factory, the factory is not responding today, call Gerrie again, he chases the factory. He manages to get a request through to do another complete firmware upgrade, I am now at version COMM:E42c - MCU6022-0717. Happy days I think, It's all fixed... nope not a chance. Factory reset, same error F34_AC_Overload. Support is not coming back to me, try to get hold of Gerrie he's on another call. This in now Thursday afternoon before easter weekend. I somehow manage to get transferred to Brendan in the Netherlands and he also looks at the issue remotely, he confirms to me that according to what he can see my unit is damaged due to the firmware update. He says that we need to get my unit RMA'd, he will send an email to all the relevant people and update me. Easter weekend goes by, no email, no call. Try call Brendan on Tuesday, not picking up my calls, try call Gerrie he's busy. Try again on Wednesday no one available. At this point I start googling managers of Sunsynk and find the support manager. I get no where, I call the helpdesk again, share my sob story with the receptionist and ask her to transfer me to a manager. I get put through to Gerrie, he has a vague recollection of who I am, says he will speak to his manager about my situation and get back to me. Brendan from the Netherlands Whatsapp's me, he is off sick but he says that he has emailed relevant people to get my case moving. Phone Gerrie again, inquire about the RMA and getting a replacement unit. He says that they don't do that, they will repair what ever is wrong with the inverter main board and ship the unit back. Even though this whole issue was caused by Sunsynyk human error flashing the wrong software version, they will not replace my unit. They will splash out for the courier, i need to prep the inverter for shipping. I scramble to get my electrician to come out and remove the inverter from the wall, thank goodness he was able to squeeze me in. I no longer have the box as the install was over 18 months ago. I go and buy blankets from Makro, wrap the whole thing so it's padded all over. Finally today on Thursday 13th April my inverter was collected by the courier to head up to JHB for repairs. Reading all the repair horror stories on this site I am not holding my breath to get my inverter back anytime soon. Hoping for the best though. Eskom... have some stage 6 buddy!

Unfortunately not, nothing has changed on my system since about 2 weeks after my installation. I got my settings dialled in and then it had been running since then.