Firmware mismatches and BMS resets usually require remote or on-site engineer access. A diagnostic session identifies the exact cause and the correct fix route.
Book your free remote diagnosticSystem repair serviceSafety: do not open battery or inverter enclosures. Internal DC voltage is dangerous even with AC supply isolated.
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.
CAN (Controller Area Network) is the communication protocol that most solar battery systems use to allow the inverter and battery to talk to each other. Over this link the inverter sends charge and discharge commands; the battery returns state of charge, voltage, temperature, and cell health data.
When this communication path breaks down, the inverter cannot safely control the battery. As a protection measure, it disables battery operation entirely and raises a communication fault alarm.
The break can be in the physical cable, the communication ports on either device, the protocol version (caused by firmware mismatches), or a locked BMS that isn't responding to communication attempts.
Do not open your battery or inverter enclosures. Battery packs contain high-voltage DC — typically 48V to 400V depending on system type. This voltage is present even when the AC supply is isolated. There are no user-serviceable components inside. All physical inspection of internal components must be carried out by a qualified engineer.
Listed from most to least commonly encountered.
Inverter and battery firmware updated to incompatible versions — typically after a cloud-pushed update that updates one side but not the other. The CAN protocol versions no longer align.
The BMS cable between inverter and battery is not fully seated, has been pulled under tension, or the RJ45 clip has broken. Causes intermittent or persistent communication loss.
The battery BMS has entered a protection state — from over-discharge, cell imbalance, over-temperature, or a hard fault — and is not responding to communication attempts.
Many inverters require the BMS communication protocol to be manually set to match the battery brand (e.g. Pylon, BYD, GivEnergy, custom). An incorrect protocol setting means the two devices transmit on different 'dialects' and cannot understand each other.
Less common. The CAN communication port on the inverter or battery has failed — from power surge, physical damage, or hardware defect. Requires component replacement.
In multi-battery systems, the CAN bus requires correct termination resistors at each end of the daisy chain. Missing or incorrect termination causes communication instability across all batteries in the stack.
These are the checks you can make without opening any enclosures.
Open the event log in your monitoring portal and record the exact fault code and the time it first appeared. Different codes indicate different parts of the communication path. For GivEnergy faults, see the GivEnergy fault codes guide. The code and timing are the most useful information you can bring to a diagnostic session.
Look at the event log timeline. Did the fault appear immediately after a firmware update notification? After a power cut? After a particularly cold or hot period? The timing often points directly at the cause — firmware mismatch, protection trip, or environmental trigger.
Without opening any enclosures, look at the communication cable between the inverter and battery — typically an RJ45 cable going into a BMS or CAN port on the side or bottom of each unit. Check it is firmly plugged in at both ends and hasn't been disturbed. A partially seated connector can cause persistent faults.
Turn off the inverter via its AC and DC isolation switches. Turn off the battery using its own shutdown button or circuit breaker. Wait 2 full minutes. Turn the battery on first, wait 30 seconds, then turn the inverter back on. Allow 5 minutes for the communication to re-establish. Check whether the fault has cleared in the portal.
Look at the battery unit itself for status LED indicators. A red or amber light on the battery (separate from the inverter) suggests the battery BMS has its own fault or is in a protection state. Note what colour and pattern of lights you see — this informs whether the battery needs a BMS reset rather than a communication cable fix.
Communication faults are one of the more complex fault types — the exact cause determines whether it is a cable fix, a firmware update, or a hardware replacement. A remote diagnostic session reviews your event log, firmware versions, and fault history to give you a clear answer.
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