Most solar faults are diagnosed remotely in a single session. Tell us what you're seeing and we'll work it out.
Book your free remote diagnosticSee the Solar Health PlanSafety: do not open inverter or battery enclosures. If you smell burning or see arcing, isolate at the consumer unit and call 999.
Brilliant support to get my solar battery working again. I didn’t expect help on a Saturday but Ron answered the phone, listened and sent me the information I needed to get it going, answered questions etc. A brilliant service I’d happily recommend.
Ron was brilliant. He really tried to help. He spent hours trying to fix our GivEnergy AIO and ultimately it became apparent that it needed parts to fix the BMS management system. As there appears to be no replacement parts available on the market, he gave excellent advice on what options are now available to move forward. He is incredibly helpful and knowledgeable.
Called back within a day and gave good advice.
Ron was extremely helpful and tried his best to repair/reset our GivEnergy inverter remotely. In the event he was unsuccessful but he couldn’t have been more helpful. If you have problems with a GivEnergy system please contact him. Highly recommended
Big thanks to Ron. He was incredibly patient and helpful over the phone, taking the time to walk myself and the installer through every troubleshooting step. Through lots of testing he figured out the issue was definitely a hardware issue, which allows us to consider our next steps. Support fees are clear and they operate a “no fix no fee” policy. It is rare to find that kind of honesty combined with dedicated phone support nowadays. I highly recommend Ron, if you need help with your solar system don’t hesitate to give him a call.
A superb service from Ron who went beyond the normal service received from other Tech support companies. I live abroad and was badly let down when my givenergy system failed (and the company went bankrupt) and the local supplier ran away from the problem. Ron sorted the problem and even accessed specialist coding for the inverter that would not be available for suppliers. Ron also ran a full diagnostic to insure that all was in good working order afterwards. Without Rons support and patient assistance I doubt I would ever have got the system back up and running. Well done and thankyou and you have a customer for the future.
Brilliant support to get my solar battery working again. I didn’t expect help on a Saturday but Ron answered the phone, listened and sent me the information I needed to get it going, answered questions etc. A brilliant service I’d happily recommend.
Ron was brilliant. He really tried to help. He spent hours trying to fix our GivEnergy AIO and ultimately it became apparent that it needed parts to fix the BMS management system. As there appears to be no replacement parts available on the market, he gave excellent advice on what options are now available to move forward. He is incredibly helpful and knowledgeable.
Called back within a day and gave good advice.
Ron was extremely helpful and tried his best to repair/reset our GivEnergy inverter remotely. In the event he was unsuccessful but he couldn’t have been more helpful. If you have problems with a GivEnergy system please contact him. Highly recommended
Big thanks to Ron. He was incredibly patient and helpful over the phone, taking the time to walk myself and the installer through every troubleshooting step. Through lots of testing he figured out the issue was definitely a hardware issue, which allows us to consider our next steps. Support fees are clear and they operate a “no fix no fee” policy. It is rare to find that kind of honesty combined with dedicated phone support nowadays. I highly recommend Ron, if you need help with your solar system don’t hesitate to give him a call.
A superb service from Ron who went beyond the normal service received from other Tech support companies. I live abroad and was badly let down when my givenergy system failed (and the company went bankrupt) and the local supplier ran away from the problem. Ron sorted the problem and even accessed specialist coding for the inverter that would not be available for suppliers. Ron also ran a full diagnostic to insure that all was in good working order afterwards. Without Rons support and patient assistance I doubt I would ever have got the system back up and running. Well done and thankyou and you have a customer for the future.
Every fault below has a proven diagnostic path. Click through for the specific page or book a diagnostic if you're unsure.
Modules stuck at low SoC despite solar generation. Working mode misconfiguration, BMS communication fault, or grid code protection blocking charge.
See diagnostic guide →AlphaCloud reports SMILE B battery module not communicating with SMILE inverter. Transient dropout, firmware mismatch, or hardware fault.
See diagnostic guide →SMILE B cell protection alarm or module isolation detected. Check AlphaCloud event log for exact code. Power cycle resolves most transient faults.
See diagnostic guide →App or AlphaCloud shows no data. Communication module (4G or WiFi stick) lost internet connection after router change or firmware update.
See diagnostic guide →SMILE inverter WiFi dongle can't find or stay on network. Requires 2.4GHz — many problems from 5GHz-only or band-steering routers.
See setup guide →New device, lost account access, or firmware broke app connectivity. We reconfigure app settings and restore portal access.
See diagnostic guide →Backup power not available during power cut. EPS disabled, wiring issue, or SoC below minimum threshold.
Guide →SMILE disconnecting from grid due to G98/G99 fault. Voltage, frequency, or isolation error.
See diagnostic guide →SMILE not generating from panels. DC string fault, inverter protection trip, or grid code lock.
Guide →Output lower than expected. Panel soiling, string fault, or firmware misconfiguration.
See diagnostic guide →AlphaCloud displays fault codes and alarms when system errors occur. Our diagnostic process covers all fault categories and alarm codes across SMILE and SMILE B models.
We review AlphaCloud data, app settings, and error history to identify the exact fault without a site visit.
AlphaCloud access lost, portal locked, or firmware misconfiguration. We recover monitoring and rebuild documentation.
BMS cable fault, battery module replacement, inverter repair, EPS wiring validation. Targeted visit — no guesswork on arrival.
Download datasheets, installation manuals and warranty documents for AlphaESS hybrid inverters and battery systems. Self-hosted and always current.
AlphaESS is a Chinese hybrid inverter and battery manufacturer with growing UK market share. The SMILE range covers single-phase and three-phase hybrid inverters; the SMILE B battery is modular and AC-coupled or DC-coupled depending on model. EPS (Emergency Power Supply) is a standard feature but requires correct configuration — the EPS output circuit must be wired separately from the main load circuit.
As a newer entrant to the UK market, firmware updates are common and can occasionally affect AlphaCloud portal connectivity and app performance. BMS communication alarms between SMILE B battery modules and the SMILE inverter are logged in AlphaCloud but require correct interpretation to diagnose whether the fault is transient or hardware-level.
If you're searching for AlphaESS battery not charging, AlphaESS BMS fault, AlphaCloud offline, AlphaESS EPS not working, or AlphaESS grid fault, STS provides independent diagnostic and repair support across the UK — not affiliated with AlphaESS Ltd or your installer. We diagnose at the engineering level using portal data, app screenshots, and on-site testing where needed.
Compare AlphaESS against other brands: AlphaESS vs GivEnergy, AlphaESS vs Fox ESS, AlphaESS vs Sigenergy, AlphaESS vs Pylontech.
STS supports all major inverter and battery brands — not just AlphaESS. If you have a mixed-brand system or are comparing options, visit the brand hub.
Browse all 19 brandsTell us what's happening. We'll review your details and come back with a clear diagnosis path — usually same day.
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