Technical Support Request

Rich Electric Co.

Australiasian Regionwww.richelectric.com.au

Today's Date:

Description of Fault:

Email Address

Customer's Information

Address

City

State/ Province Zip/ Postal Code

Country

Phone Number

Mobile Number

Contact Name

Name

This is an electronic Form, Please fill in the approriate information below then press the "Submit by Email"

Product Information

Model Number , for example SC-3000-242

Serial Number , for example SC3000242H1234

Installers's Information

Email Address

Contact Name

Mobile Number

Phone Number

Country

Zip/ Postal CodeState/ Province

City

Address

Name

Purchase Date:

Place of Purchase

Zip/ Postal CodeState/ Province

City

Address

Name

Phone Number

Contact Name

Email Address

Installed Date:

Fault Date:

For example; The Inverter was working fine and then I started the Generator and after 2 hours it is displaying "Heat Sink Over Temp" when the unit has no AC Load and Temperature is cool. I Have tried switching the unit OFF and then back ON at the rocker switch and after power up it still displayes "Heat Sink Over Temp". Please also include a list of events leading up to the Fault, also any unusual events like a water pump failing or bad weather conditions such as lightning.

The System is Installed

Battery Capacity (Ah)?

Battery Bank Fuse or Circuit Breaker rating for Combi (Amps)?

Battery Type: (Wet/Gel/AGM) ?

To help us diagnose the problem please answer the questions below the best you can. If you are unsure please select "Not Sure", if the question does not relate to your application then please select "NA"

Please note that if the value is not in the list you can manually enter the value.

Battery Bank Fuse or Circuit Breaker rating for Solar (Amps)?

Battery Bank Fuse or Circuit Breaker rating for Solar (Amps)?

Battery Bank Fuse or C/Breaker rating for SolarWorx GTI (Amps)?

What is the cable size is used from the Battery to the Combi (mm) ?

What is the cable distance from the Battery to the Combi (m) ?

What is the cable size is used from the Battery to the Solar Controller (mm)?

What is the cable size is used from the Battery to the SolarWorx GTI (mm)?

What is the cable size is used from the Panels to the Solar Controller (mm)?

What is the cable distance from the Battery to the Solar Contoller (m)?

What is the cable distance from the Panels to the Solar Controller (m)?

What is the cable distance from the Battery to the SolarWorx GTI (m)?

System Voltage (V)?

Battery Cell Voltage (V)?

Number of Batteries in Series?

Number of Batteries in Parallel?

Is there protecion on both Positive and Negative cables?

Is the Battery Bank Earthed?

Is the Battery Bank / Solar Panels Earthed?

Is there protecion on both Positive and Negitive cables?

Is there protecion on both Positive and Negative cables?

Is the Battery Bank Earthed?

Is there protecion on both Positive and Negative cables?

Is a Battery Temperature Sensor connected?

Battery Information

Is the Battery Voltage Sense wire connected ?

Combi SolarWorx GTI

Solar Regulator / Controller Solar Panels

Battery Location?

How many cable runs are there (Pairs)? e.g 4-Pairs (Total of 8 cables)

How Old are the Batteries (Years)?

DC Cable and Fuse Protection Information

Combi AC Output Fuse or Circuit Breaker rating?

Does the Wind Generator / Controller have a Dump Load?

Is the installation Single Phase, 2 or 3 Phase?

Do have multible units Stacked (Parrelled)?

AC Generator capacity in (kVA) ?

Wind Generator capacity (Watts)?

Combi AC Input Fuse or Circuit Breaker rating?

Is the AC Generator single phase or 3-Phase ?

Solar Controller Model / Brand ?

What is the capacity of the Solar Panels in Watts?

AC Input / Output Information

AC Generator Information

What is the cable distance from the Generator to the Combi (m)?

What is the cable size is used from the Generator to the Combi (mm)?

What is the cable size is used on the AC input of Combi (mm)

What is the cable size is used on the AC input of Combi (mm)?

Combi AC Input Protection Type?

Combi AC Output Protection Type?

Are you using an External ATS?

Generator Type?

Is the Generator connected to Autostart?

Solar Panel Information

How many Panels are connected in parallel ?

How many panels are connected in series?

What is the Capacity of Each panel (Watts)?

Total Number of Solar Panels?

Solar Panel: Voc?

Solar Panel: Vmp?

Solar Panel: Isc?

Solar Panel: Imp?

Wind Turbine Information

Dump Load capacity ( Watts)?

System Voltage (V)?

Does the sytem have a MEN connection?

Number of Wind Generators ?

Please Click on the box and link your photo's

Photo's of the Installation

Please enter image of the Combi with the front cable cover removed to show cable connections

Please enter image of the SolarWorx GTI with the front cable cover removed

to show cable connections

Please enter image of the AC INPUT Circuit Breakers with the covers removed

to show cable connections

Please enter image of the SunStar Solar Regulator with the front open

to show cable connections

Please enter image of the Battery Bank showing the Battery cable connections

Please enter image of the AC OUTPUT Circuit Breakers with the covers removed

to show cable connections

Please enter image of the Generators Specification Plate

Please enter image of the External ATS with cover open to show cable connections

Please enter image of the DC cabling

Please enter image of the Installation

Please enter image of the AC cabling

Please enter a wiring diagram showing how the system is wired.

Please ensure your images are in focus and clearly show the information requested. To reduce file size please make sure your pictures are 640 x 480 resolution.

Please understand that we also may request more information regarding your install. The wiring diagram can be a simple hand drawn sketch., then scanned in and saved as a JPEG or TIFF file.

AC IN

AC CHARGER

SOLAR PANEL

SOLAR CHARGER

DC GENERATOR

DC CHARGER

ATS

AC OUT

INVERTER

DC OUT 1

DC CONTROLLER

DC OUT 2

DC CONTROLLER

RUN - STOP

MODEBATTERY LED'S

LCD MESSAGE

SOLAR CHARGER

SOLAR PANEL

AC CHARGER

AC IN

ATS

INVERTER

AC OUT

If you have a SuperCombi or CombiPlus Please select the lights that are lit when the fault accurs. Please also give a detailed description of the events that occur in the "Description of Fault" Section.

RUN - STOP

LCD MESSAGE

MODEBATTERY LED'S

Number of SuperCombi units ?

Number of CombiPlus units ?

Please write down any Modified Constants by pressing the "DSPL" button to enter to the "Main Menu" and then use the "UP & DOWN" keys to navigate to the "Modified Constants" menu:

- =

=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-

*** Main Menu *** Modified Constants

Example:

Please note: Modified Constants are a list of constants that have been changed from the factory defult settings.

U2-07=

U2-06=

U2-05=

U2-04=

U2-03=

U2-02=

U2-01=

U2-14=

U2-13=

U2-12=

U2-11=

U2-10=

U2-09=

U2-08=

U2-27=

U2-26=

U2-25=

U2-24=

U2-23=

U2-22=

U2-21=

U2-34=

U2-33=

U2-32=

U2-31=

U2-30=

U2-29=

U2-28=

Please write down the Fualt Trace Details below if any: Main Menu>Operation>ENT>Fault Trace>ENT>

SuperCombi & CombiPlus

SuperCombiCombiPlus

DIP SWITCH 1

DIP SWITCH 2

DIP SWITCH 3

DIP SWITCH 4

DIP SWITCH 5

DIP SWITCH 6

DIP SWITCH 7

DIP SWITCH 8

SunStar 45 & 60 Settings:

BCD Setting

SunStar Model "SS-45C or SS-60C" Please select the lights that are lit when the fault accurs.

Please also give a detailed description of the events that occur in the "Description of Fault" Section.

Equailization

Charge mode

Load Control mode

Fault

LED Lights Display

LCD MESSAGE

AC OUTPUT

MASTER OUTPUT

SLAVE OUTPUT

MASTER POWER

LED Lights Display

SLAVE POWER

COM

PORT A (IN)

PORT B (OUT)

ATS Model "ATS-20 or ATS-32" Please select the lights that are lit when the fault accurs.

Please also give a detailed description of the events that occur in the "Description of Fault" Section.

Number of SunStar units ?

SolarWorx GTI

Models "GTI-2K-122, GTI-2K-242, GTI-2K-482" Please select the lights that are lit when the fault accurs.

Please also give a detailed description of the events that occurin the "Description of Fault" Section.

(COMBI) AC GRID

COMBI

AC LOAD

MPPT

LCD MESSAGE

AC GRID

BATTERY

SolarWorx GTI

COMBI GRID

Number of GTI units ?

Please write down any Modified Constants by pressing the "DSPL" button to enter to the "Main Menu" and then use the "UP & DOWN" keys to navigate to the "Modified Constants" menu:

- =

=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-

*** Main Menu *** Modified Constants

Example:

Please note: Modified Constants are a list of constants that have been changed from the factory defult settings.

U2-07=

U2-06=

U2-05=

U2-04=

U2-03=

U2-02=

U2-01=

U2-14=

U2-13=

U2-12=

U2-11=

U2-10=

U2-09=

U2-08=

U2-27=

U2-26=

U2-25=

U2-24=

U2-23=

U2-22=

U2-21=

U2-34=

U2-33=

U2-32=

U2-31=

U2-30=

U2-29=

U2-28=

Please write down the Fualt Trace Details below if any: Main Menu>Operation>ENT>Fault Trace>ENT>

SolarWorx GTI