Power-One PVI-3.6 Error Code E005

[invictagunner]

We have a Power-One PVI-3.6 Inverter on a 16 panel 3.85 system with 2 strings of 8 panels. The firmware release shows as C.0.2.2. Inverter was manufactured 38/11.

I have tried to contact Power-One by phone and also once by email but have never had a response. Is this normal - I thought they were a large reputable company?

There are two specific problems:-

1) Occasionally the inverter fails to start up and shows Error E005 with a continuous yellow alarm LED. This is documented as This is an internal error with the machine: the causes are generally of HW and it becomes necessary to replace the inverter. ​Is anyone familiar with this error and should Power-One be doing anything about it. I get round the problem by closing the system and then restarting. This always appears to work. I do not know if there are occasions when I have missed it and the machine has cleared the problem as part of its overnight shut down. Does anyone know if this is what would happen.

2) Occasionally the inverter shows a much higher (totally unrealistic) output than that shown on the generation meter. Is this a known glitch in the operation of this inverter. The cumulative over 18 months shows 140kw over that recorded on the generation meter.

Any advice gratefully received. Thank you.

 

[Gavin A]

1 - Error E005 is listed as a communications error, so I don't see why it would impact on generation. Have you got any coms devices installed? There is a known error between some of this model of inverter and the remote display device.

2 - The yield is calculated not measured, so differences will occur, and that's just the way it is, it has no bearing on the functioning of the kit.

 

[invictagunner]

Thanks very much for the reply. Just to clarify, whilst the inverter is in an alarm state with error E005 there is no generation taking place until the system is manually restarted. Therefore I am concerned to get to the bottom of the problem. I do not know if the fault will clear itself automatically overnight (having lost a full days generation first!).

Point 2) is just a minor irritation but possibly indicates that the system would benefit from a firmware upgrade - assuming the problem has been solved.

Thanks.

 

[Gavin A]

your installer is your first port of call here, not power-one IMO. Unless they've gone bust or something.

 

[invictagunner]

Yes, the installer has stopped trading. Pity since I did try to use an outfit that seemed professional and competent.

The Power-One documentation and trouble-shooting does seem to point to an internal fault with the inverter (their words not mine for Error E005).

Certainly, closing the system and restarting always seems to do the trick - so the panels do appear to be behaving correctly. Be very interested to hear from anyone who has seen this error. It appears to occur during the start up phase when power starts to appear from the panels. A Google search does not seem to find any hits - so I don't think it is very common.

Thanks again.

 

[liquidity]

I think your 2nd issue has two facets.

The first is that the cumulative lifetime total in the inverter reads a bit higher than the generation meter. In my PVI-3.6-OUTD install the generation meter reads about 98.2% of the inverter's reading.

The second is that reported daily outputs can be wildly out - the inverter starts the day with a non-zero amount having been generated and then adds the day's generation. See this thread and this thread - you are not alone. But there doesn't appear to be a fix.

 

[davidjacobs]

We have a Power-One PVI-3.6 Inverter on a 16 panel 3.85 system with 2 strings of 8 panels. The firmware release shows as C.0.2.2. Inverter was manufactured 38/11.

I have tried to contact Power-One by phone and also once by email but have never had a response. Is this normal - I thought they were a large reputable company?

There are two specific problems:-

1) Occasionally the inverter fails to start up and shows Error E005 with a continuous yellow alarm LED. This is documented as This is an internal error with the machine: the causes are generally of HW and it becomes necessary to replace the inverter. ​Is anyone familiar with this error and should Power-One be doing anything about it. I get round the problem by closing the system and then restarting. This always appears to work. I do not know if there are occasions when I have missed it and the machine has cleared the problem as part of its overnight shut down. Does anyone know if this is what would happen.

2) Occasionally the inverter shows a much higher (totally unrealistic) output than that shown on the generation meter. Is this a known glitch in the operation of this inverter. The cumulative over 18 months shows 140kw over that recorded on the generation meter.

Any advice gratefully received. Thank you.

Have you tried calling the Power One technical support number? 01903 823323

 

[liquidity]

Umm, I think the OP has done that as per the 2nd paragraph of his post that you quoted?

 

[davidjacobs]

Umm, I think the OP has done that as per the 2nd paragraph of his post that you quoted?

Sorry I missed that part. Try calling again on that number, and let me know if you don't get through.

 

[invictagunner]

Thanks very much for your reply and the link to the two threads. They seem to confirm what I have already begun to suspect - Power-One do not do customer service. Unfortunately, my main problem (the E005 error) is more than a minor irritation when it happens, since generation and money are both lost. I will have another go at the UK support operation and if this does not get any response, start on the head office in Italy.

 

[Gavin A]

much easier to explain it in an email.

Power-One tech support is ok once you get through to the right person, I suspect that whoever you spoke with didn't realise that this issue was actually affecting production, something that's much easier to get across in an email.

 

[BruceB]

I would agree with that. An email to the right address gets a prompt automated response giving a case number which the last time I used it did get followed up with a response from a human.

If it all turns to worms then having a clear unemotional email trail is helpful....

 

[SibertSolar]

How about we try to work something out for this guy? Do we know where the install is? Is there an installer on here in the whereabouts? If yes, I can help to liaise with P1 and the installer to see if we can accommodate a fix, or at least a response from P1 on what needs/can be done?

 

[invictagunner]

Thanks very much for the willingness to try and help. The responses have been very useful and I feel much more able to tackle Power-One in a sensible way with the backing of some knowledge. Will be sending another email reporting the problems later tonight. I will report progress on this thread and hope the process and eventual outcome is helpful to the rest of the community.

Thanks again for everyone's help.

 

[SibertSolar]

Ok good luck with it, copy me Andy.oleary@sibert dot co dot uk on the email if you want and I'll try to assist if I can.

 

[invictagunner]

Just to keep those following this thread up to date. Last night I sent an email to Power-One and received an immediate automated response with a case ID. This has been followed up by a phone call a few minutes ago and, since the installer has gone out of business, are referring the matter to the Service Manager to decide what to do. For info the installation is covered by warranty insurance underwritten by Guarantee Protection Insurance Ltd. (no idea if this is good or bad news!!!)

 

[Earthstore]

Well, it does not sound too bad for you now.
Why not take up Andy from Siberts offer, he is a good chap.
You still have not put where you are in the UK, one of these chaps may live around the corner from you.

 

[invictagunner]

The installation is in Worcester. Depending on answer from Power-One and the CPA will possibly need a local installer to get involved.

 

[Earthstore]

You have a good installer right on your doorstep, and a helpful chap he is too..

 

[invictagunner]

You have a good installer right on your doorstep, and a helpful chap he is too..

:wink5: Just to provide an update. Replacement inverter was installed today thanks to the local installer recommended by Earthstore. It has taken a bit of time but these guys have been brilliant and did all the liaison with Power-One (who to be fair also played their full part in agreeing to ship a replacement). Fortunately, the E005 error has not occurred recently so have had full benefit from the extra sun this year. Have noticed that the firmware has now moved on to C.0.3.4 - hopefully this has also cleared up the occasional glitch in reporting the daily totals.
Two main lessons learned:-
1) use a recommended local installer for the initial installation - they are more likely to still be there when you need them.
2) Power-One customer service is absolutely fine once you get the problem logged and an installer to follow it up. Generally, from what I can see, they do not expect to be dealing with the end customer.

Thanks also to everyone else who provided helpful comments.

PS do the forum rules allow me to name the installer specifically?

 

[SolarCity]

Yes, no problem with naming the installer. A good job from a good installer deserves praise.

 

[invictagunner]

Yes, no problem with naming the installer. A good job from a good installer deserves praise.

:wink5::wink5::wink5:Thank you. The local installer who spent his own time sorting out this problem after the original installer went out of business was Gordon Bunker of Worcester Renewables. If you need an installer in the Worcestershire area look no further.

 

[dansk]

nice to read some good news for a change.

 

[SibertSolar]

Indeed, glad you got it sorted, nice one Gordon

 

[Worcester]

@invictagunner, thanks for the mention glad we were able to sort it for you (eventually )