Remote diagnostics over modbus — no GivEnergy portal access required. Same path STS uses regardless of cloud status. Free diagnostic; you only pay if we resolve the fault.
Book GivEnergy diagnosisGivEnergy hubIndependent of GivEnergy Ltd (in administration since 9 April 2026).
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.
The GivEnergy portal event log lists fault codes with timestamps. Find your code below — each row gives the cause and what to check first. Critical (red) codes may indicate live-DC or BMS protection events — do not open the unit. Warning (amber) codes are protective; Info (green) codes are typically commissioning or transient events. Cloud reference: from May 2026 givenergy.cloud is under GivEnergy Software Ltd on a paid subscription.
GivEnergy portal event-log codes — KB cross-referenced
No AC supply detected at the inverter. Check the AC isolator below the inverter is switched on. Check for tripped breakers at the consumer unit on the solar circuit. Check AC terminal connections are tight.
Same as INV_NO_UTILITY but on an AC-coupled All-in-One or storage variant. AC supply not detected. Check the AC isolator, consumer unit breakers, and the AC terminals at the inverter.
String voltage from solar panels exceeds the inverter limit — 580V on Gen 1, Gen 2 and Gen 3 3.6/5.0 hybrids; 600V on the Gen 3 8.0. Do not touch DC cabling. Requires an engineer to check the panel string configuration — usually too many panels in series for cold-day Voc.
Same as INV_PV_OVER_VOLTAGE on the AIO range. String voltage exceeds the inverter’s Max. PV Voltage. Do not touch DC cabling — engineer required.
Inverter heatsink temperature exceeded its safe operating threshold. Check ventilation clearances per the installation manual. No direct sunlight, not enclosed in a sealed cabinet. Clear dust from heatsink vents. If ambient is in range and vents are clear, an internal fan may have failed.
Inverter has lost communication with the battery BMS. On LV GivBat batteries (51.2V) comms are RS485 over the proprietary plug/lug cable — not RJ45/CAN. Check the battery is switched on, the DC MCB is up, dip-switch addressing is correct (Master = 0,0,0,0; Slave 1 = 1,0,0,0 etc.), and the comms cable is fully seated. On HV stackable batteries the inverter-to-battery interface is CAN — check the orange HV-kit connector. Full comms fault guide →
Persistent battery comms failure — the warning escalated. The battery has stopped responding to inverter requests. Check the comms cable (RS485 on LV GivBats; CAN on the HV stackable kit), full power cycle, and look for a firmware mismatch between battery and inverter. Full comms fault guide →
Battery voltage is critically low. Ensure the battery is switched on (press the side button until the LEDs illuminate) and the first SoC LED is green. Check the DC MCB between inverter and battery is in the ON (up) position.
Battery voltage has dropped below the safe minimum threshold — BMS has entered protection. Commonly caused by deep discharge during EPS operation or a prolonged outage. A slow controlled recovery charge is needed; STS can run this remotely over modbus where the BMS allows. Battery fault guide →
SoC is critically low. Ensure the battery is on. Check the discharge cut-off SoC in Battery Options — if set high the battery may be holding back. Note: per the GivEnergy cold-weather KB, charging is inhibited below 0°C and discharge is allowed to about −1°C, so on a frosty morning the system may sit at low SoC until cells warm.
Battery voltage is low. Ensure the battery is on and the DC MCB is ON. If the battery is on and voltage stays low after a charge attempt, the BMS may be in a protection mode requiring an engineer-led recovery.
Battery cell or BMS temperature has exceeded its safe limit. The BMS will suspend charge and discharge to protect the cells. Per the GivBat datasheets the operating window is 0–50°C charge / ‒10–50°C discharge (Gen 3) or 0–55°C / ‒10–55°C (Gen 1/2). Ensure the battery is not in direct sunlight, no loft installs in summer, ventilation around the unit is adequate. Do not attempt to charge while the fault is active.
Load on the EPS backup circuit exceeded the inverter’s backup-terminal rating. Per datasheets: Gen 2 5.0 backup = 3.6kW; Gen 3 3.6 backup = 3.6kW; Gen 3 5.0 backup = 3.6kW; Gen 3 8.0 backup = 8kW with a 50A pass-through; AIO original = 6kW continuous / 7.2kW peak; AIO 3.6 = 3.6kW on-grid / 6kW continuous / 7.2kW peak off-grid; AIO 2 + MPPT = 12kVA continuous / 14.4kVA peak off-grid. Reduce the load on the backup circuit — strip out electric showers, kettles and ovens. EPS-circuit rewiring is an engineer job. EPS guide →
Grid AC voltage exceeded the upper threshold. Gen 1/2/3 5.0 datasheets list grid range 180–270V; Gen 3 3.6 lists 180–272V. The actual statutory thresholds are set by EREC G98/G99 (commonly 253V and 273V) not by GivEnergy. Check AC isolator and terminal connections; if sound, contact your DNO. Common on sunny days in areas with high solar density. Grid overvoltage guide →
Grid AC voltage dropped below the lower threshold. Check AC isolator and connections. If sound, the supply at your property is outside acceptable limits — contact your DNO.
No PV generation detected during the commissioning check. On hybrid inverters confirm the DC switch is on and the panel strings are present. On AC-coupled AIO systems, generation is monitored via the EM115 (single-phase external meter) or GEM120 (CT-based monitoring) — not a PV-string CT clamp. Confirm the meter is connected and powered.
Per the GivEnergy KB ("Understanding and Removing a Smart Tariff Inverter Lockout"), an active energy-tariff agreement (e.g. Octopus Intelligent) has locked inverter controls. Symptom: settings refuse to save, schedules will not update. Only the energy provider can lift the lockout — do NOT delete the API key first, that orphans the lockout. Contact the tariff provider to be removed from the integration cleanly.
Communication with the external meter has failed. The meter is likely an EM115 (single-phase, mounted close to the inverter) or GEM120CT (CT-based monitoring bundle). Check the meter comms cable is in the correct socket on the underside of the inverter and that polarity (power and comms) is correct.
The portal has not received data from the dongle recently. Check the dongle LED — solid means WiFi up. KB-documented WiFi requirements: 2.4 GHz only, WPA2 (not WPA3), RSSI ≥ 60–70% in the dongle STA interface, port 7654 open outbound. Port 7654 being blocked by a router/firewall change is the single most common cause. Portal offline guide →
Meters have not been enabled in the commissioning portal. Go to My Inverter → Remote Control → Enable Meters and enable the number of meters installed. Installer commissioning step rather than an end-user action.
The grid CT clamp (ID1) is the wrong way round. Per the GivEnergy installer manual and portal commissioning docs, the directional arrow on the CT body must point away from the consumer unit, in the direction of grid-import current flow. A reversed CT inverts import/export readings. CT clamp guide →
Battery is not charging from excess solar. Restart inverter and battery in the correct sequence. Check system mode, CT direction, and SoC limits. Battery not charging guide →
Battery is not discharging to meet house demand. Restart inverter and battery. Check system mode, discharge cut-off SoC, and that the CT clamp is reading the correct circuit (grid, not generation).
Tell us the exact code from the portal event log, when it started, any LED behaviour. STS reads live values over modbus — no portal access required — and identifies the cause same day.
I’ve worked on hundreds of GivEnergy systems and know the kit inside out. If yours is playing up, my promise is simple — no fix, no fee: just £75 if we fix it, free if we don’t.
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