Solar Energy System

Solar energy system

Who pays the freight for warranty replacement?

If confirmed as a product quality issue, we bear the replacement part and freight. If caused by misuse or outside warranty scope, the customer bears round-trip freight and repair cost. Cross-border freight follows the scope defined in the warranty certificate.

What does the warranty cover and what is excluded?

Coverage applies to defects in design, material and workmanship. It excludes man-made damage, improper installation, out-of-range operation, external causes such as water ingress or lightning, unauthorized disassembly or modification, and failures caused by failure to maintain per the manual.

How long is the warranty?

Inverter warranty is 5 years standard, extendable to 10 years. Battery warranty is 10 years or 6000 cycles, whichever comes first. Modules come with a 12-year workmanship and 25-year performance warranty.

Backup power did not switch on during an outage. What is wrong?

Please confirm whether an EPS or backup output terminal is configured, whether backup loads are wired to the correct terminal, whether the backup power limit is exceeded, and whether switching is set to automatic. Send wiring photos and the load list and we will verify.

How do I handle BMS alarms or communication errors?

Record the alarm code and verify the communication protocol matches the inverter, including CAN or RS485 baud rate and protocol version, DIP switch settings and cable shield grounding. Most protocol mismatches are resolved on site by reselecting the protocol.

The battery does not charge or discharge. What should I do?

Check the battery to inverter communication cable, whether the BMS is in protection mode, whether SOC has reached its upper or lower limit, and whether the inverter working mode and charge or discharge schedule are set correctly. Send BMS alarms and parameter screenshots and we will help locate the cause.

Is overheating or loud fan noise normal on the inverter?

A warm enclosure under full load is normal, but frequent derating or over-temperature alarms require action. Please ensure good ventilation, avoid direct sunlight and clear dust from the heat sink. If needed we will arrange fan replacement or repair.

The system generates less than expected. What can we do?

First check for shading or soiling, string mismatch, inverter power limiting, frequent battery full conditions causing curtailment, and seasonal irradiation lows. Provide 7 days of generation data and site photos and we will issue an analysis report.

The system keeps tripping or reports overload. What now?

Common causes are load surges above the rated output, an undersized AC breaker, insufficient cable cross-section or an earth fault. Please provide the load list and protection device ratings so we can check whether the configuration needs adjustment.

How do I troubleshoot no power generation or no output?

Check in order: DC switch and AC breaker status, string voltage range, grid voltage and frequency, battery communication, and whether the unit is in standby or power limiting mode. Please provide a screenshot of the screen and parameters when the fault occurs.

What should I do when the inverter shows a fault code?

Note the fault code and time, photograph the screen and describe the condition (grid-tied, off-grid or charging). We provide a fault code reference table and troubleshooting steps; most alarms can be cleared on site by remote guidance or parameter adjustment.

Who should I contact during installation?

Each customer is assigned a dedicated after-sales contact and a technical support engineer, reachable by email, WhatsApp or video call, with response within 48 hours.

39 years of brand experience, creating a one-stop new energy procurement platform and wind-solar hybrid system solutions

Sany: sany@esg100.com

Eric: linda@esg100.com

Jessica: sales@esg100.com

Amy: wing@esg100.com

Anna: solar1@esg100.com

Beira: zhang@esg100.com

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MIYA: Jimmy@esg100.com

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E-mail: Sany@esg100.com

chen@esgsolar.com

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