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The new "My Sol-Ark" App and Migration to AWS is happening very soon.

I have had repeated issues with my TOU time periods and Power levels changing in System Work Mode. I finally filed a tech support ticket. It has happened at least four times in the past month or so. Typically the Power levels get set 4000 for all TOU periods and sometimes my TOU time periods get changed. I am now taking pictures of the settings so I have a date stamp and try to check every few days but will increase that to every morning until it is resolved.
 
Ampster said:
I have had repeated issues with my TOU time periods and Power levels changing in System Work Mode. I finally filed a tech support ticket. It has happened at least four times in the past month or so. Typically the Power levels get set 4000 for all TOU periods and sometimes my TOU time periods get changed. I am now taking pictures of the settings so I have a date stamp and try to check every few days but will increase that to every morning until it is resolved.
Click to expand...
Can you set the thresholds then disconnect from the internet? At least that way hopefully whatever is resetting your settings can't get thru so to speak.
 
Just throwing an actual solution in here for at least one thing....

I could not change setting remotely from the web or from the app. I emdednup calling tech support and sure enough, nice gent on the phone wad able to help. During the move a lot of people lost "admin" rights to their equipment. Person on the phone added my email to list of admins for accessing the equipment. Took a few hours but works fine now.

Before folks start complaining....or throwing useless suggestings...how about we work together and help Sol-Ark help us to solve these issues.

If you can't access changes on your set up, call them. Oh and be nice to the tech support. They are getting countless calls everyday about issues and they are just trying to do a job, it isny there fault this stuff is jacked.
 
Ampster said:
I have had repeated issues with my TOU time periods and Power levels changing in System Work Mode. I finally filed a tech support ticket. It has happened at least four times in the past month or so. Typically the Power levels get set 4000 for all TOU periods and sometimes my TOU time periods get changed. I am now taking pictures of the settings so I have a date stamp and try to check every few days but will increase that to every morning until it is resolved.
Click to expand...
I had my grid settings magically change on their own. It caused the inverter to disconnect from the grid. This is much worse than just getting bad data. @Carlos_Sol-Ark
 
Ampster said:
I have had repeated issues with my TOU time periods and Power levels changing in System Work Mode. I finally filed a tech support ticket. It has happened at least four times in the past month or so. Typically the Power levels get set 4000 for all TOU periods and sometimes my TOU time periods get changed. I am now taking pictures of the settings so I have a date stamp and try to check every few days but will increase that to every morning until it is resolved.
Click to expand...
You may need to make a call to SolArk and ask them to push a firmware update. I struggled something fierce to get TOU to even work after installing my 15k. I ran out of patience and called them, they pushed a firmware update and everything has been fine since then (3 years). Just a suggestion.
 
Ampster said:
I have had repeated issues with my TOU time periods and Power levels changing in System Work Mode. I finally filed a tech support ticket. It has happened at least four times in the past month or so. Typically the Power levels get set 4000 for all TOU periods and sometimes my TOU time periods get changed. I am now taking pictures of the settings so I have a date stamp and try to check every few days but will increase that to every morning until it is resolved.
Click to expand...
Did you get a response from tech support other than the automated email reply that we will get back to you in 24 hours? I submitted a tech support ticket Friday and I've heard nothing. Did you notice that the request for tech support no longer has a field to explain the problem? I'm wondering if this is intentional or the system is broken.
 
Oldphile said:
Did you notice that the request for tech support no longer has a field to explain the problem? I'm wondering if this is intentional or the system is broken.
Click to expand...
Yes, but I got around that by chosing Other and a box magically appeared where I could describe the problem.. Nothing yet except the automated response
 
I have had repeated issues with my TOU time periods and Power levels changing in System Work Mode.
Click to expand...
I had my grid settings magically change on their own. It caused the inverter to disconnect from the grid. This is much worse than just getting bad data.
Click to expand...
I had something similar here where my system work mode got inappropriately switched from 'Limit to Load' to 'Grid Selling'. Posted the details here. Unfortunately, it looks like the migration has caused more problems than just some metrics being reported incorrectly... inverter settings getting changed without any notification is definitely not good. Customer support told me they've seen several instances where this has happened.

Did you notice that the request for tech support no longer has a field to explain the problem?
Click to expand...
I just email support@sol-ark.com directly and then you can write as much as you want :) It automatically creates a ticket. That being said, I've been able to get things resolved much quicker by calling...
 
Brucey said:
Can you set the thresholds then disconnect from the internet?
Click to expand...
Yes, I can do that but now that I have a support ticket, they won't be able to see my system. Also, I do not want to lose the data even though it is being recorded in Solar Assistant. I am comfortable checking daily so I can report changes promptly to support.
 
After waiting a month for an email resolution I called today. It has been escalated to software engineering with a case number. Support was less than re-assuring, but it is possible they staffed up to handle this and have a lot of new or temp staff.

I also let one of the co-owners know of my disappointment with the process, and then the lack of communication. Ideally a company doesn't pretend like a problem didn't happen. Please own it, and fix it.
 
I've noticed these issues with my 15k since the app update
1. Load and PV always show the same
2. My smartload doesn't operate as it did before. I have it set to shutoff at 53.4V. And turn on at 53.9v. So that it only operates when batteries are basically full and PV supplies the load. I saw it operating down to 52.8v since the update eating an additional 10 percent of battery.
 
myles said:
I've noticed these issues with my 15k since the app update
1. Load and PV always show the same
2. My smartload doesn't operate as it did before. I have it set to shutoff at 53.4V. And turn on at 53.9v. So that it only operates when batteries are basically full and PV supplies the load. I saw it operating down to 52.8v since the update eating an additional 10 percent of battery.
Click to expand...
I'll add another operational failure. From 5pm to 5am I have all TOU time slots set to 100% SOC, but batteries discharge about 200 watts through the night. If I turn off TOU, battery discharge is about 20 watts. I submitted a tech support request 5 days ago and I've got no response other than the automated response.
 
Why do any of you still have your inverters connected to the broken mother ship ?
Disconnect, get your settings right and move on...to SA ;)
 
Quattrohead said:
Why do any of you still have your inverters connected to the broken mother ship ?
Disconnect, get your settings right and move on...to SA ;)
Click to expand...
I checked my settings. Inverter is not functioning as it should. I need it connected so Sol-Ark can troubleshoot it.
 
Oldphile said:
I'll add another operational failure. From 5pm to 5am I have all TOU time slots set to 100% SOC, but batteries discharge about 200 watts through the night. If I turn off TOU, battery discharge is about 20 watts. I submitted a tech support request 5 days ago and I've got no response other than the automated response.
Click to expand...
That sounds normal, even less power consumption than normal.
The Inverter is always pulling battery power so that it can react to a blackout instantly.
Mine varies from 20W to 60W idle power being used from the batteries all the time.
 
myles said:
I've noticed these issues with my 15k since the app update
1. Load and PV always show the same
2. My smartload doesn't operate as it did before. I have it set to shutoff at 53.4V. And turn on at 53.9v. So that it only operates when batteries are basically full and PV supplies the load. I saw it operating down to 52.8v since the update eating an additional 10 percent of battery.
Click to expand...
From my own experiences I am not sure how that ever worked.
Even when I have to balance my Crappy EG4LL Pack and use 56V vs the normal 54.4V to charge the pack the Voltage on the whole Bank of packs will not hold at 56V for more than a few minutes once the charging stops. The packs always settle to around 53.4V

As you can see here I was re-balancing the EG4 cell and after I did that with 56V the packs settled very quickly to 53.4V with only a 25W load. Your settings are basically operating in that 100% to 98% SOC range where voltage drops of very quickly under load and the readings are not very accurate from an SOC point of view.


Settling_BatteryV.jpg


As to why it is going down to 52.8V I suggest you write down or take a photo of all of your battery charge settings and Smartload settings. Then re input them again manually from the front panel and save them from the front panel. I noticed after the update that even though some of my Voltage settings showed one thing I was getting another thing. I reentered them and the problem went away. Any system using closed loop and SOC seemed to be fine but open loop V-Batt mode had update issues.
 
robby said:
That sounds normal, even less power consumption than normal.
The Inverter is always pulling battery power so that it can react to a blackout instantly.
Mine varies from 20W to 60W idle power being used from the batteries all the time.
Click to expand...
20 watts is okay and that's what it's been from install in April through mid June. Is 200 watts normal?
 
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Oldphile said:
20 watts is okay and that's what it's been from install in April through mid June. Is 200 watts normal?
Click to expand...
Are you talking 200W total or a 200Wh draw.
Your original post said 200W used through the night.
It should be around 20-60Wh of idle power, through the night that might be somewhere between 200W - 600W.
 
robby said:
Are you talking 200W total or a 200Wh draw.
Your original post said 200W used through the night.
It should be around 20-60Wh of idle power, through the night that might be somewhere between 200W - 600W.
Click to expand...
200 watt, not 200WH. About 2.5KWH for the 12 hour period from 5PM to 5AM.
 
Oldphile said:
200 watt, not 200WH. About 2.5KWH for the 12 hour period from 5PM to 5AM.
Click to expand...
Something is not right.
Are you sure there is not some other load running.
Can you post a graph like this with the data at 8pm yesterday using those three data sets.

solarkgrp1.jpg

Mine is only drawing 10-18W from battery.
 
robby said:
From my own experiences I am not sure how that ever worked.
Even when I have to balance my Crappy EG4LL Pack and use 56V vs the normal 54.4V to charge the pack the Voltage on the whole Bank of packs will not hold at 56V for more than a few minutes once the charging stops. The packs always settle to around 53.4V

As you can see here I was re-balancing the EG4 cell and after I did that with 56V the packs settled very quickly to 53.4V with only a 25W load. Your settings are basically operating in that 100% to 98% SOC range where voltage drops of very quickly under load and the readings are not very accurate from an SOC point of view.


View attachment 229315


As to why it is going down to 52.8V I suggest you write down or take a photo of all of your battery charge settings and Smartload settings. Then re input them again manually from the front panel and save them from the front panel. I noticed after the update that even though some of my Voltage settings showed one thing I was getting another thing. I reentered them and the problem went away. Any system using closed loop and SOC seemed to be fine but open loop V-Batt mode had update issues.
Click to expand...
It worked b3cauze my float was set higher than smart ON. So once it hits float. Smart load turned on. Then after slight discharge it would shutoff.
 
For anyone with inconsistent data points in the new app, I had a support case open and today they sent me a new firmware for the dongle. I've only been running it for a few hours now, but so far it seems much better.
 
cm119 said:
For anyone with inconsistent data points in the new app, I had a support case open and today they sent me a new firmware for the dongle. I've only been running it for a few hours now, but so far it seems much better.
Click to expand...
Is this in regards to the issue you experienced of the Settings not being saved?
What Version Software are you now using as shown under the "Gateway info"?
Mine shows: 4870122916R
 
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My Gateway shows 48G0124318R
My software version on the inverter is 6.2.2.2 followed by / and more characters. I have never seen the characters following the / and don't know if they are significant
 
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