JuliusK Posted April 13, 2023 Share Posted April 13, 2023 (edited) 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! Edited April 13, 2023 by JuliusK Spelling Kalahari Cruiser, mzezman, werner.potgieter and 3 others 6 Quote Link to comment Share on other sites More sharing options...
WAP Posted April 13, 2023 Share Posted April 13, 2023 Fsck them up. They must have sent you a replacement unit and collected the faulty one. Quote Link to comment Share on other sites More sharing options...
JuliusK Posted April 13, 2023 Author Share Posted April 13, 2023 11 minutes ago, WAP said: Fsck them up. They must have sent you a replacement unit and collected the faulty one. I absolutely agree, that is how normally a hardware RMA works, especially if the manufacturer caused the fault. Quote Link to comment Share on other sites More sharing options...
PowerUser Posted April 13, 2023 Share Posted April 13, 2023 Did you switch the changeover switch to Eskom mode before the firmware upgrade? It is required not to have any load on the inverter during a firmware upgrade! Quote Link to comment Share on other sites More sharing options...
WAP Posted April 13, 2023 Share Posted April 13, 2023 Just now, PowerUser said: Did you switch the changeover switch to Eskom mode before the firmware upgrade? It is required not to have any load on the inverter during a firmware upgrade! I had the same happen to me in early 2022. Exact same error and a dead inverter. There was a load at the time of the upgrade. Nobody told me back then there should be no load. Anyway, how does that work? Do they phone you and tell you ok turn off your loads at 13:00 for the upgrade to be done? Or do they tell you it will happen within a certain time? AFAIK it happens whenever it happens. Anyones guess. Mine happened at 21:00 with one AC running. Blew the main board. Took a month to repair. Quote Link to comment Share on other sites More sharing options...
Chris_S Posted April 13, 2023 Share Posted April 13, 2023 10 minutes ago, PowerUser said: Did you switch the changeover switch to Eskom mode before the firmware upgrade? It is required not to have any load on the inverter during a firmware upgrade! Does load include battery charging from PV? Surely they shouldn't push the firmware if they can see load on the inverter. Quote Link to comment Share on other sites More sharing options...
abd7 Posted April 13, 2023 Share Posted April 13, 2023 (edited) I've done firmware upgrades successfully without switching off load. There was no mention of this from sunsynk. This was in the middle of the night though so loads of around 1kw. Edited April 13, 2023 by abd7 Yellow Measure and system32 2 Quote Link to comment Share on other sites More sharing options...
Nexuss Posted April 13, 2023 Share Posted April 13, 2023 I dont understand why they cant just give us the files so that we can do it ourselves,then you can ensure there are no large loads on the inverter. Usually they do upgrades at around 4am but ive had a few at about 11am when it was under full load pumping max power ,luckily nothing broke. Quote Link to comment Share on other sites More sharing options...
abd7 Posted April 13, 2023 Share Posted April 13, 2023 1 hour ago, JuliusK said: 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! If you have further trouble tag in Mr Keith, they supposedly guarantee the repair will be concluded within 2 weeks JuliusK 1 Quote Link to comment Share on other sites More sharing options...
WAP Posted April 13, 2023 Share Posted April 13, 2023 I am cured of FW upgrades after my experience. TimCam, system32 and Baksteen 1 2 Quote Link to comment Share on other sites More sharing options...
PowerUser Posted April 13, 2023 Share Posted April 13, 2023 (edited) 11 minutes ago, Chris_S said: Does load include battery charging from PV? Surely they shouldn't push the firmware if they can see load on the inverter. Yes, the PV must be off as well: For firmware updates, ensure that the inverter is on bypass mode and the PV is off. Failure to do this may damage your inverter. https://www.solar-shop.co.za/sunsynk-deye-hybrid-inverters/281-sunsynk-8kw-hybrid-inverter.html 9 minutes ago, abd7 said: I've done firmware upgrades successfully without switching off load. There was no mention of this from sunsynk. The procedure clearly states: Ensure you are not supplying loads with the inverter. Link: https://portal.segensolar.co.za/reseller/docs/Application Note – Sunsynk Deployments.pdf Edited April 13, 2023 by PowerUser JuliusK 1 Quote Link to comment Share on other sites More sharing options...
PowerUser Posted April 13, 2023 Share Posted April 13, 2023 10 minutes ago, abd7 said: I've done firmware upgrades successfully without switching off load. There was no mention of this from sunsynk. This was in the middle of the night though so loads of around 1kw. In most cases there will be no issues when there is a small load on the inverter. However that does not mean, it's is the correct way to do it! Quote Link to comment Share on other sites More sharing options...
JuliusK Posted April 13, 2023 Author Share Posted April 13, 2023 37 minutes ago, PowerUser said: Did you switch the changeover switch to Eskom mode before the firmware upgrade? It is required not to have any load on the inverter during a firmware upgrade! 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. Quote Link to comment Share on other sites More sharing options...
JuliusK Posted April 13, 2023 Author Share Posted April 13, 2023 21 minutes ago, WAP said: I am cured of FW upgrades after my experience. Me too! No more FW updates. I'm going back to flashing my laptop BIOS for kicks. werner.potgieter, Baksteen and WannabeSolarSparky 3 Quote Link to comment Share on other sites More sharing options...
JuliusK Posted April 13, 2023 Author Share Posted April 13, 2023 18 minutes ago, PowerUser said: Yes, the PV must be off as well: For firmware updates, ensure that the inverter is on bypass mode and the PV is off. Failure to do this may damage your inverter. https://www.solar-shop.co.za/sunsynk-deye-hybrid-inverters/281-sunsynk-8kw-hybrid-inverter.html The procedure clearly states: Ensure you are not supplying loads with the inverter. Link: https://portal.segensolar.co.za/reseller/docs/Application Note – Sunsynk Deployments.pdf 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. PearlJam, WAP and mzezman 3 Quote Link to comment Share on other sites More sharing options...
PowerUser Posted April 13, 2023 Share Posted April 13, 2023 2 minutes ago, JuliusK said: 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. Have you done a SunSynk installer course? I understand not all end users can do that, but then in such case, one must get himself familiar with the proper procedures or rely on an installer to do everything and not mess up the things. I'm afraid, SunSynk are correct when they say most of their inverter repair issues are caused by end users and it's not the hardware fault. And I'm sorry to say, but it's extremely unethical when end users who don't understand the systems and correct procedures, come on public forums to rant about a company's "bad service" and even "demand" loan hardware when they they messed it up. SunSynk shouldn't honor any warranty claims in such cases. Quote Link to comment Share on other sites More sharing options...
JuliusK Posted April 13, 2023 Author Share Posted April 13, 2023 (edited) 20 minutes ago, PowerUser said: Have you done a SunSynk installer course? I understand not all end users can do that, but then in such case, one must get himself familiar with the proper procedures or rely on an installer to do everything and not mess up the things. I'm afraid, SunSynk are correct when they say most of their inverter repair issues are caused by end users and it's not the hardware fault. And I'm sorry to say, but it's extremely unethical when end users who don't understand the systems and correct procedures, come on public forums to rant about a company's "bad service" and even "demand" loan hardware when they they messed it up. SunSynk shouldn't honor any warranty claims in such cases. 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. Edited April 13, 2023 by JuliusK additional info Peter V and McGuywer 2 Quote Link to comment Share on other sites More sharing options...
Grootkoos Posted April 13, 2023 Share Posted April 13, 2023 11 minutes ago, PowerUser said: Have you done a SunSynk installer course? I understand not all end users can do that, but then in such case, one must get himself familiar with the proper procedures or rely on an installer to do everything and not mess up the things. I'm afraid, SunSynk are correct when they say most of their inverter repair issues are caused by end users and it's not the hardware fault. And I'm sorry to say, but it's extremely unethical when end users who don't understand the systems and correct procedures, come on public forums to rant about a company's "bad service" and even "demand" loan hardware when they they messed it up. SunSynk shouldn't honor any warranty claims in such cases. As someone who provides technical solutions to end users, I can tell you that it is the suppliers' duty to design their product in such a way that end users cannot cause repair issues. Technical solutions should not require specialist knowledge from users - especially if that product is a general consumer unit such as an inverter. abd7, McGuywer and JuliusK 2 1 Quote Link to comment Share on other sites More sharing options...
JuliusK Posted April 13, 2023 Author Share Posted April 13, 2023 47 minutes ago, PowerUser said: Yes, the PV must be off as well: For firmware updates, ensure that the inverter is on bypass mode and the PV is off. Failure to do this may damage your inverter. https://www.solar-shop.co.za/sunsynk-deye-hybrid-inverters/281-sunsynk-8kw-hybrid-inverter.html The procedure clearly states: Ensure you are not supplying loads with the inverter. Link: https://portal.segensolar.co.za/reseller/docs/Application Note – Sunsynk Deployments.pdf Can anyone join the Segen Support Group or is it for installers only? Just curious, would be great to get readily available info? Quote Link to comment Share on other sites More sharing options...
abd7 Posted April 13, 2023 Share Posted April 13, 2023 52 minutes ago, PowerUser said: In most cases there will be no issues when there is a small load on the inverter. However that does not mean, it's is the correct way to do it! As others mentioned, on the sunsynk website where one requests the firmware upgrade, there's absolutely no mention of this. system32 and JuliusK 2 Quote Link to comment Share on other sites More sharing options...
mzezman Posted April 13, 2023 Share Posted April 13, 2023 41 minutes ago, PowerUser said: Have you done a SunSynk installer course? I understand not all end users can do that, but then in such case, one must get himself familiar with the proper procedures or rely on an installer to do everything and not mess up the things. I'm afraid, SunSynk are correct when they say most of their inverter repair issues are caused by end users and it's not the hardware fault. And I'm sorry to say, but it's extremely unethical when end users who don't understand the systems and correct procedures, come on public forums to rant about a company's "bad service" and even "demand" loan hardware when they they messed it up. SunSynk shouldn't honor any warranty claims in such cases. I would agree with this IF the user downloaded the software themselves, plugged in a network cable then proceeded to do the install - there is inherent risk there. But the outline clearly shows the processes were performed by someone from sunsynk - so the risk is all on them and sunsynk as a company. I think OP is well within their rights because they followed the published process and it resulted in a broken device - something that can (and has) happened to any of us (@WAP) included FixAMess, WAP, Peter V and 1 other 3 1 Quote Link to comment Share on other sites More sharing options...
PowerUser Posted April 13, 2023 Share Posted April 13, 2023 35 minutes ago, Grootkoos said: As someone who provides technical solutions to end users, I can tell you that it is the suppliers' duty to design their product in such a way that end users cannot cause repair issues. Technical solutions should not require specialist knowledge from users - especially if that product is a general consumer unit such as an inverter. 27 minutes ago, abd7 said: As others mentioned, on the sunsynk website where one requests the firmware upgrade, there's absolutely no mention of this. 8 minutes ago, mzezman said: I would agree with this IF the user downloaded the software themselves, plugged in a network cable then proceeded to do the install - there is inherent risk there. But the outline clearly shows the processes were performed by someone from sunsynk - so the risk is all on them and sunsynk as a company. I think OP is well within their rights because they followed the published process and it resulted in a broken device - something that can (and has) happened to any of us (@WAP) included There is no much point of arguing with me. The procedure is clearly stating - no load and no PV. And the procedure should be well known by any installer or any user who made the effort to do proper research upfront. McGuywer 1 Quote Link to comment Share on other sites More sharing options...
JuliusK Posted April 13, 2023 Author Share Posted April 13, 2023 (edited) 9 minutes ago, PowerUser said: There is no much point of arguing with me. The procedure is clearly stating - no load and no PV. And the procedure should be well known by any installer or any user who made the effort to do proper research upfront. Could you provide any documentation that is publicly available on the Sunsynk website that will back up you statement "No load and no PV"? Edited April 13, 2023 by JuliusK update McGuywer 1 Quote Link to comment Share on other sites More sharing options...
PowerUser Posted April 13, 2023 Share Posted April 13, 2023 (edited) 12 minutes ago, JuliusK said: Could you provide any documentation that is publicly available on the Sunsynk website that will back up you statement "No load and no PV"? No sorry, I’m not a SunSynk employee to provide anything. I’m just an user like you but I’ve done my research before installing and operating my inverter. Edited April 13, 2023 by PowerUser JuliusK 1 Quote Link to comment Share on other sites More sharing options...
PearlJam Posted April 13, 2023 Share Posted April 13, 2023 27 minutes ago, PowerUser said: There is no much point of arguing with me. The procedure is clearly stating - no load and no PV. And the procedure should be well known by any installer or any user who made the effort to do proper research upfront. I don't agree that the information is readily available to end users. If it was of serious concern, it would be made clear on the firmware update request screen when it is logged. And if SunSynk know it is a problem as they seem to do, then they will in the case of a poorly designed product then contact the client to advise of an install time and what it entails. Most people don't go into this the same way as the people on this forum. Most people I talk to that also did an install has no idea how anything works, they just trust that it was installed correctly and they experience no loadshedding. People don't have the time to become experts in everything in life. A good product is designed in such a way to protect itself. If it was done properly there would be an automatic switch to drop the load before installing the firmware with no end user intervention. Thunderdolt, Modina, Steve87 and 3 others 5 1 Quote Link to comment Share on other sites More sharing options...
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