Quick response, arrival and processing at the soonest Service email: service@novgen-ess.com

After-sales service commitment(To B)1+2+3:

24h local service, respond or provide feedback on issues raised by customers within 1 working day;

Respond with a viable solution within 2 working days of receiving feedback on the issue;

After receiving the returned faulty unit from the customer, the shipment will be completed within 3 working days.

Application Form

Last name *
Name *
E-Mail*
Telephone

CN+86

Faulty Product*
Failure Cause*
Supplement

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After successful submission, we will contact you within 24 Hours

FAQ

Device Fails to Start Normally

Possible Causes:
· Battery is completely discharged
· Loose or faulty connections
· Inverter malfunction

Solutions:
· Ensure the device is properly connected to the power source and check battery levels
· Inspect all wiring connections and make sure they are secure
· Turn off the power and restart the device; if the issue persists, contact customer support

Charging or Discharging Issues

Possible Causes:
· Insufficient solar input power
· Battery Management System (BMS) protection mode activated
· Inverter output issues

Solutions:
· On sunny days, check the cleanliness and positioning of the solar panels to ensure optimal sunlight exposure
· Turn off the system for 5 minutes and restart it to restore normal operation
· Troubleshoot according to the user manual

Abnormal Noise from the Device

Possible Causes:
· Inverter fan failure or excessive dust accumulation
· Device running under excessive load

Solutions:
· Clean the fan and ventilation areas to maintain proper cooling
· Avoid exceeding the rated load; if the noise persists, contact customer support

Rapid Decline in Battery Capacity

Possible Causes:
· Continuous high-load discharging causing battery degradation
· Extreme temperatures affecting battery performance

Solutions:
· Avoid frequent deep discharges; it is recommended to keep the battery charge between 20% and 80%
· Operate the device within the recommended temperature range to prevent performance degradation

Solar Panel Not Generating Power or Low Power Output

Possible Causes:
· Solar panels are obstructed or covered with dust
· Loose or damaged wiring connections
· Solar panels are aging or faulty

Solutions:
· Regularly clean the solar panels to prevent obstructions from affecting power generation
· Inspect PV wiring connections to ensure they are secure and undamaged
· If the issue persists, replace the faulty solar panels with new ones

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