9. Troubleshooting and Support
Consult this chapter in case of unexpected behaviour or if you suspect a product fault.
The correct troubleshooting and support process is to first consult the common issues as described in this chapter.
Should this fail to resolve the issue, contact the point of purchase for technical support. If the point of purchase is unknown, refer to the Victron Energy Support webpage.
9.1. The controller is not operational
For the controller to be operational it needs to be powered-up.
The controller will power up if a battery and/or a PV supply is present.
Once the controller is powered up, VictronConnect can be used to: check controller status, to check errors, to update firmware and/or to make or change settings.
Once powered up and operational, the controller LED(s) will illuminate or blink and is able to communicate with VictronConnect via Bluetooth (Smart models) or via the VE.Direct port (all models).
If the unit does not power up use this chapter to check the possible reasons why the controller is not operational.
9.1.1. Visual check
Before any electrical checks take place it is wise to visually check the solar chargers in case the solar charger has been damaged.
Check for mechanical damage, burn marks or water damage. This damage is not normally covered by warranty.
Inspect the battery terminals and the PV terminals. If there are burn marks on the terminals or if the cables or connectors are molten refer to paragraph: “PV cable connection burned or melted”. In most cases this damage is not covered by warranty.
Check if there are burn or melting marks on the housing or if there is a burn smell (all very unlikely). If this is the case, lodge a support request with your Victron dealer or distributor. Depending on the cause, this damage might not covered by warranty.
9.1.2. Battery supply check
Check if the solar charger is receiving battery supply.
The normal way to check the battery voltage is via the VictronConnect app, a display or a GX device. However, in this case the controller is not operational so the battery voltage needs to be measured manually. Measure the battery voltage at the solar chargers battery terminals using a multi meter.
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Measuring battery voltage at the battery terminals of the controller
The reason to measure the battery voltage at the terminals of the solar charger is to rule out potential issues with the wiring, fuses and/or circuit breakers located in the path between the battery and the controller.
Depending on the result of the measurement do the following:
Battery voltage | Operational state | Action to take |
|---|---|---|
No voltage | Not powered | Restore the battery supply. See chapter: "battery supply issue" |
Correct voltage | Not powered | There might be a fault with the controller. Contact your Victron dealer or distributor. |
Correct Voltage | Powered, but not charging | Connect PV supply and check if battery charging starts. If charging does not start, see chapter: “ Batteries are not charged”. |
9.2. Batteries are not charged
This chapter lists all possible reasons why the solar charger does not charge the batteries, and the steps you can take to remedy the situation.
There are a number of reasons why the solar charger might not charge the batteries.
For example:
Issues with the battery, PV panels or system wiring.
Incorrect settings.
The solar charger is externally controlled.
Natural battery behaviour.
In some of these cases the VictronConnect app will show, at the bottom of the status screen, a clickable link with the text “why is the charger off”. If the link is clicked, an explanation will appear as to why the charger is off.
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VictronConnect – link to “why is the charger off”
9.2.1. Reverse battery polarity
Reverse polarity is when the positive and the negative battery cable have been accidentally swapped. The battery negative has been connected to the positive solar charger terminal and the battery positive has been connected to the negative solar charger terminal.
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Examples of correct and incorrect (reverse) battery polarity
Note
Be aware that a red cable or positive labelled cable might not necessarily mean that the cable is indeed a positive cable. A wiring or labelling mistake could have been made during installation of the solar charger.
The solar charger is not protected against reverse battery polarity and any damage caused by this is not covered under warranty.
Reverse battery polarity can in rare occasions be accompanied with a blown battery fuse (one that is located in the battery cable). But in most cases the ultra-fast internal fuse inside the solar charger will blow to ensure a proper fail-safe situation. This internal fuse will usually blow before the external fuse blows. The internal fuse is located in a non-serviceable area of the solar charger. It is not possible to replace or repair this fuse. This fuse will only blow in case of an internal fault, and replacing the fuse will not fix the internal fault.
Caution
Always verify the battery polarity before reconnecting the battery wires to the solar charger.
9.2.2. Reverse PV polarity
As long as the unit is installed within the published specifications, the PV input is protected internally against PV reverse polarity.
In case of reverse PV voltage, the solar charger will not indicate an error. The only way to tell is by the following signs:
The controller is not charging the batteries.
The controller is getting hot.
The PV voltage is very low or zero Volt.
If this is the case check for reverse polarity using a multimeter by ensuring that the positive PV cable is connected to the positive PV terminal, and the negative cable is connected to the negative terminal.
9.2.3. Battery full
Once the battery is full the solar charger will stop charging or will greatly reduce the charge current.
This is especially the case when at the same time the DC loads in the system are not consuming any power from the battery.
To find out what the state of charge (SoC) of the battery is, check the battery monitor (if present), or alternatively check what charge stage the controller is in. Also observe that the solar cycle is (briefly) progressing trough these charge stages at the beginning of the daily charge cycle:
Bulk stage: 0-80% SoC
Absorption stage 80-100% SoC
Float or storage stage: 100% SoC.
Be aware that it can also be possible that the solar charger thinks the battery is full, while in reality the battery is not full. This can occur when the charge voltages have been set too low, causing the solar charger to prematurely switch to the absorption or float stage.
9.2.4. Remote terminal is missing, is disconnected or external control is active
Generally speaking both the remote connector and the wire loop need to be present for the controller to be operational. In some advanced systems it can be that the remote on/off connector is connected to an external device, a switch, a relay or another type of external control, like a battery BMS system.
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Remote connector with wire loop
There are several ways to activate via remote on/off: Use modes of the system on-off:
ON when the L and H terminals are interconnected via a switch or a relay contact
ON when the L terminal is pulled to battery minus (VL< 3.5V)
ON when the H terminal is high (2.9V<VH<Vbat)
Check if the connector with the wire loop is present.
Check if the connector has been inserted all the way in.
Check that the wire loop is making electrical contact.
Be aware that if an external device is connected to the remote terminal, the wire loop has been removed and one or two wires will be connected between the remote connector and the external device.
9.2.5. The charger is disabled
Check the VictronConnect app to make sure the charger has been enabled.
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VictronConnect charger enable/disable setting
9.2.6. PV voltage too low
The solar charger will commence charging when the PV voltage is 5V higher than the battery voltage. Once charging has commenced, the PV voltage must remain 1V higher than the battery voltage for charging to continue.
Warning
WARNING: Depending on the solar charge controller model, the PV voltage can be up to 450Vdc. Voltages above 50V are generally considered to be dangerous. Check your local electrical safety regulations as to the exact regulations. Dangerous voltages can only be handled by a qualified technician.
Use the VictronConnect app, a solar charger display or a GX device to check the battery voltage and PV voltage.
In case the above step is not possible, measure the battery and PV voltages at the solar charger terminals using a multi meter instead.
Compare both voltages, the PV voltage needs to be 5V higher than the battery voltage for charging to commence.
Causes of zero or low PV voltage:
Not enough solar irradiance into the solar panels:
Night.
Cloud cover or bad weather.
Shading – see this shading blog story for more information.
Dirty panels.
Seasonal differences.
Wrong orientation and/or inclination.
Problems with a panel or panel wiring:
Mechanical or electrical issue with an individual panel (or multiple panels).
Wiring problems.
Blown fuses.
Open or faulty circuit breakers.
Splitters or combiners issues, or these are used in an incorrect way.
PV array design issues:
Solar array wiring configuration mistake - not enough panels in a series string.
Reverse PV polarity:
The positive and negative have been swapped when connected to the controller, read next paragraph: “Reverse PV polarity”.
9.2.7. Battery voltage setting too low
The battery will not be charged if the “battery voltage” setting in the VictronConnect App is set at a voltage lower than the actual system voltage.
Check that the battery voltage is set properly in the settings of the solar charger. The battery voltage setting has to match that of the voltage of the battery.
To access the “battery voltage” setting, navigate to the controller settings in VictronConnect and then click on the “Battery” settings menu.
The “battery voltage” setting is listed at the top of the battery settings menu. Depending on controller model 12, 24, 36 or 48V can be selected.
In case the VictronConnect App is not available and a display is used, refer to the display manual on how to check or change this setting.
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VictronConnect battery voltage setting
9.2.8. Controlled by an external device
The solar charger can be controlled by an external device. The external device can stop or reduce the charge current to the battery.
There are different types of external control:
Managed batteries or an inverter/charger with an external control system system can control the solar charger via a GX device. The battery dictates if charging is allowed, and when charging is allowed, what charge voltage and currents are used. If external control is active this will be displayed in the VictronConnect App and also on the GX device.
The BMS of a managed battery can directly turn the charger on or off via a VE.Direct non-inverting remote on/off cable. This cable is connected to the VE.Direct port. The BMS can turn the charger off via this cable.
If the charge settings are correctly set and if all battery cells are balanced, the BMS should never disallow charging. The BMS will disallow charging when the cell voltage of one (or more) battery cells is too high or when the low temperature cut off is enabled and the battery temperature has dropped below the temperature threshold.
An external device or a switch can turn the solar charger off via the remote on/off terminal. For more info see Remote terminal is missing, is disconnected or external control is active.
9.2.9. Battery supply issue
For the solar charger to be fully operational as a battery charger, it needs to be connected to a battery.
Although it might look like the solar charger is connected to the battery, it is very well possible that the controller is not receiving the battery supply, there is no voltage at the battery terminals of the solar charger.
Possible causes can be:
Loose or missing battery cables.
Loose cable connections, or badly crimped cable terminals.
A blown (or missing) fuse in the battery supply cable.
Open (or faulty) circuit breaker in the battery supply cable.
Missing or incorrectly wired battery cables.
Use the VictronConnect app, a connected display or a GX device to find out what the battery terminal voltage of the controller is. If this is unavailable use a multi meter to measure the battery voltage at the terminals of the controller.
Use a multi meter to measure the voltage at the battery terminals.
Compare the two voltages.
If the battery voltage and the controller voltage are not the same, then investigate why this is. Follow the path from the controller to the battery to investigate what could be the cause.
Check and verify that all cabling is connected correctly, and that no wiring mistakes have been made.
Check if all cable connections are tight while taking maximum torque levels into consideration.
Check if all cable lugs or cable terminals have been crimped correctly.
Check fuses and/or circuit breakers.
Note
If a blown fuse is found, first ensure that the battery polarity has been correctly wired before replacing the fuse. See next paragraph for more information on reverse battery polarity.
9.2.10. PV voltage too high
The PV voltage should never exceed the maximum rated PV voltage of the solar charger. The maximum PV voltage rating is printed on the front or on the side of the housing of the controller, and in the product specification sheets.
The solar charger stops charging if the PV voltage exceeds the maximum rated PV voltage. At the same time, it will display an overvoltage error #33, and will fast blink its absorption and float LED.
Charging will not recommence until the PV voltage has dropped 5V below the rated maximum voltage.
When investigating a high voltage issue, also look at the history of the VictronConnect app, solar charger display or GX device. Check the highest PV voltage for each day (Vmax) and also look for past overvoltage warnings.
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VictronConnect: screenshot of an Error #33 and a screenshot of the history indicating an error
Check the open circuit voltage (Voc) rating of the PV array. Ensure that it is less than the maximum rated voltage of the solar charger. Use the MPPT sizing calculator on the solar charger product page. In case the PV array is located in cold climates or if the night temperature drops close to or below 10°C the PV array can output more than its rated Voc. As a rule of thumb, keep an additional 10% safety margin.
An overvoltage event can damage the solar charger, depending on how much the maximum PV voltage was exceeded. This damage is not covered by warranty.
9.3. Batteries are undercharged
This chapter deals with possible reasons why the solar charger is not sufficiently charging the batteries and the steps you can take to check or remedy the situation.
Some signs of undercharged batteries:
The batteries take too long to charge.
The batteries are not fully charged at the end of the day.
The charge current from the solar charger is less than expected.
9.3.1. Too much DC load
The solar charger does not only charge the batteries, it also provides power for the system’s loads.
The battery will only be charged when the power available from the PV panels exceeds the power being drawn by the loads in the system, like lights, fridge, inverter, and so on.
If the system battery monitor is correctly installed and configured you can see how much current is going in (or out) of the battery and the solar charger will tell you how much current the solar array is generating.
A positive sign alongside the current reading means that current is flowing in to the battery, while a negative sign means that current is being drawn from the battery.
9.3.2. Battery charge voltages are too low
If the battery voltages have been set too low the batteries will not receive a full charge.
Check if the battery charge voltages (absorption and float) are set correctly. Consult the battery manufacturers information for the correct charge voltages.
9.3.3. The battery is almost full
The solar charger will reduce its charge current when the battery is almost full.
If the state of charge of the battery is unknown, and the current is reducing while the sun is still shining, it can mistakenly be interpreted as the solar charger being faulty.
The first current reduction takes place at the end of the absorption stage, when the battery is approximately 80% charged.
The current will continue to reduce during the float stage, when the battery is approximately 80 and 100% charged.
The float stage starts when the batteries are 100% full. During the float stage the charge current is very low.
To find out what the state of charge (SoC) of the battery is, check the battery monitor (if present), or alternatively check the charge stage the solar charger is in.
Bulk: 0-80% SoC
Absorption 80-100% SoC
Float or storage: 100% SoC
9.3.4. Battery cable voltage drop
If there is a voltage drop over the battery cables, the solar charger will output the correct voltage, but the batteries will receive a lower voltage. Battery charging will take longer, and this can potentially lead to undercharged batteries.
A VE.Smart network can help in case of a cable voltage drop. A Smart Battery Sense or battery monitor measures the battery terminal voltage and sends this via the VE.Smart network to the solar charger. If the battery voltage is less than the solar charge voltage, the solar charger will increase its charge voltage to compensate for the voltage losses. But be aware that in case there is a large voltage drop, the battery cables and cable connection will need to be checked and if there are issue they will needs to be rectified first.
A voltage difference has the effect that the battery will be charged with voltages that are too low to. It will take longer to charge the batteries because the charge voltage is too low and there is a loss of charge power. The lost power is caused by heat dissipated over the battery cables.
The voltage drop is caused by the following:
Battery cables with insufficient cross-sectional area
Badly crimped cable lugs or terminals
Loose terminal connections
Bad or loose fuse(s)
For more information on cabling issues and voltage drop see the Wiring unlimited book
This check can only be performed if the solar charger is in the bulk charge stage and is charging with full current.
Measure the voltage on the battery terminals of the solar charger using the VictronConnect app or a multi meter.
Measure the battery voltage on the terminals of the battery using a multi meter.
Compare the two voltages to see if there is a voltage difference.
9.3.5. Temperature difference between solar charger and battery
It is important that the ambient temperatures of the battery and the controller are equal if the solar charger is not receiving battery temperature data.
Note
This chapter does not apply if the solar charger is connected to a VE.Smart Network with a battery temperature measurement or is equipped with a temperature sensor.
The solar charger will measure ambient temperature at the beginning of the day, as soon as power is generated by the solar array.
It will temperature compensate the charge voltage according to this temperature measurement.
Once the solar charger goes into the float stage it will measure the ambient temperature again and will use that measurement to adjust the voltages again.
If there are large ambient temperature difference between solar charger and battery, the battery will be charged at the wrong voltages.
An example of this is if the solar charger is located near a window in the sun, and the batteries are located on a cold concrete floor in the shade.
Always make sure that the ambient conditions are equal for both the solar charger and the battery.
9.3.6. Insufficient solar
Check if the solar charger reaches the float charge stage each day.
To investigate look at the history tab in the VictronConnect app. The histogram displays how long the batteries have been charged in the Bulk, Absorption and Float stage each day, for the last 30 days. If you click on one of the histogram columns you will see a breakdown of the charge stages.
You can use the charge times to see if the PV array is properly sized for your requirements. A system which never reaches the float stage could have the following issues:
Not enough solar panels
Too much load
A problem with the array causing it to have a reduced power output.
For more potential reasons see paragraph: “PV power or yield less than expected”
Please note that above information does not apply to an ESS system. An ESS system will always be in the bulk charge stage while grid is connected.
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System spending all its time in bulk with breakdown of charge stages - System in bulk and absorption
9.3.7. Wrong temperature compensation setting
If the temperature compensation coefficient is set incorrectly, the batteries can be undercharged or be overcharged. The temperature compensation can be set via VictronConnect or via a display.
To find out the correct temperature compensation coefficient setting for your battery, refer to the battery documentation. When in doubt use the default value of -64.80mV/°C for lead acid batteries and disable the temperature compensation setting for lithium batteries.
9.3.8. Battery charge current too low
Check the “Max charge current” setting in the VictronConnect app or via the display.
If the “Max charge current” has been set too low, it will take longer to charge the batteries and/or the batteries will not be fully charged at the end of day.
9.4. Batteries are overcharged
Warning
Batteries that are being overcharged are very dangerous! There is a risk of battery explosion, fire or acid leakage. Do not smoke, create sparks or have open flames in the same room as where the batteries are located.
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Overcharging batteries will cause battery damage and can be caused by:
Incorrect charge voltage settings.
Battery voltage setting too high.
Applying equalization while the battery is not suitable for equalization.
High current and undersized batteries.
Battery faults.
Too high current, while the battery is not accepting charge anymore because of aging or prior mistreatment.
9.4.1. Battery voltage setting too high
If the “battery voltage” setting in the VictronConnect App has been set to a voltage higher than the actual system voltage, the battery will be overcharged.
The solar charger automatically detects the battery voltage on first install and after the self-detection is disabled. This can become a problem if a solar charger that came out of a 24V system is now used in an 12V system.
In that scenario it will not detect that the system has changed and will keep charging with 24V battery charge voltages, while the connected battery is a 12V battery and the 12V battery will be overcharged.
Some background on why this is: In the very early days, the solar charger would always automatically detect the battery voltage, but this was problematic in case the battery was disconnected often, for example by a BMS. This feature has since been changed to detect the voltage only once on first install.
To check the “battery voltage” setting use the VictronConnect App or a connected display. If set incorrectly, set it to the correct battery voltage.
9.4.2. Battery charge voltages too high
If the battery charge voltages are set too high this will cause the batteries to overcharge.
Check if all the battery charge voltages (absorption and float) are set correctly.
The charge voltages have to match the recommended voltages as stated in the battery manufacturers documentation.
9.4.3. Battery unable to deal with equalization
During equalization the battery charge voltage will be quite high and if the battery is unsuitable to be equalized, the battery will be overcharged.
Not all batteries can be charged with equalization voltages. Check with the battery manufacturer if the battery you are using needs a periodic equalizing charge.
Generally speaking, sealed batteries and lithium batteries cannot be equalized.
9.4.4. Battery old or faulty
A battery that is at the end of its service life or has been damaged by incorrect use, can be prone to being overcharged.
A battery contains a number of cells that are connected in series. When a battery is old or has been damaged, a likely scenario is that one of these cells is not operational anymore.
When the faulty battery is charged, the damaged cell will not accept charge and the remaining cells will receive the broken cell’s charge voltage and thus will be overcharged.
To fix this, replace the battery. In case of multiple battery system replace the whole battery bank. It is not recommended to mix batteries of different ages in one battery bank.
It is hard to tell what has exactly happened to a battery during its lifetime. The solar charger will keep 30 day of battery voltage history. If the system also contains a battery monitor, or if the system is connected to VRM, the battery voltages and the cycle history of the battery can be accessed This will give a complete picture of the battery history and it can be determined if the battery is near the end of its service life or has been abused.
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VictronConnect app showing BMV battery monitor history
Find out how many charge and discharge cycles the battery has been subjected to. Battery lifetime correlates to the number of cycles.
Check how deep the battery has been discharge on average. A battery will last for less cycles if deeply discharged, compared to more cycles if discharged less deep.
Refer to the battery data sheet to find out how many cycles at what average discharge the battery is capable of. Compare this with the battery history and determine if the battery is near the end of its service live.
Check if the battery has been totally discharged at all. Total and very deep discharge will damage a battery. Check the battery monitor setting history on the VRM portal. Look for the deepest discharge, the lowest battery voltage and the number of full discharges.
Check if the battery has been charged with a too high voltage. Very high charge voltage will damage the battery. Check the maximum battery voltage and the high voltage alarms in the battery monitor. Check if the measured maximum voltage has exceeded the battery manufacturer recommendations.
9.5. Solar issues
This chapter deals with the remaining potential solar issues that were not already discussed in the earlier chapters.
9.5.1. PV reverse current too high
Overcurrent does not necessarily damage the solar charger, but it will cause damage if the array produces too much current while, at the same time, the array has been connected in reverse polarity to the solar charger. Damage due to overcurrent is not covered under warranty.
Refer to the solar chargers technical specifications for the maximum PV short circuit power current rating.
9.5.2. PV yield less than expected
Check the solar charger history in the VictronConnect app. Check the total maximum power (Pmax) for each day. Does this match the array power?
To find the potential solar yield per day for a specific PV array size in a specific geographical location, use the MPPT sizing calculator on the solar charge controller product page.
These are some of the reasons why the array is generating less power than expected:
Low sun angle, seasonal differences or morning/evening.
Cloud cover or bad weather.
Shading from trees or buildings.
Dirty panels.
Incorrect orientation and/or inclination.
Broken or faulty solar panel(s).
Issues with wiring, fuses, circuit breakers, wiring voltage drop.
Bad splitters or combiners, or these are used in an incorrect way.
Part of the PV array not working.
PV array design issues.
Solar array configuration mistakes.
The batteries are too small, or getting older, and have a reduced capacity.
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VictronConnect history Pmax
9.5.3. Full rated output not reached
There are a few reasons why the solar charger is not reaching its full rated output.
Some of these reasons have already been explained in the the chapter: “The batteries take too long to charge, are undercharged or charge current less than expected”. Some additional reasons are explained in this paragraph.
PV array too small
If the PV array power rating is less than the solar charger nominal power rating, the solar charger cannot output more power than the connected solar array can provide.
Temperature above 40°C
When the solar charger heats up, eventually the output current will derate. When the current is reduced naturally the output power will reduce as well.
The controller is operational up to 60°C, with a full rated output up to 40°C.
In case the solar charger heats up quicker than expected, pay attention to the way it has been mounted. Mount it in such a way that the generated heat can dissipate.
Ideally mount the solar charger on a vertical surface with the terminals facing downwards.
If the solar charger is located in a closed enclosure, such as a cabinet, make sure that cold air can enter and hot air can leave the enclosure. Mount vents in the enclosure.
For very hot environments consider mechanical air extraction or provide air conditioning.
9.5.4. Max PV output power relates to battery voltage
The output current of the solar charger is current limited to its rated current. This means that the output power will vary, depending on the voltage of the battery.
For example:
A 75/15 solar charger has an output current rating of 15A. This is the current that is going into the battery. This means that if the solar charger is connected to a 12V battery you will get less power into your battery than with a 24V battery.
For a 12V battery this is 15A x 12V = 180W.
For a 24V battery this is 15A x 24V = 360W.
So, although a 360 W panel is connected to the solar charger, it will not be able to output the same power into a 12V battery than it will when connected to a 24V battery.
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Example of differences in output power at different battery voltages
9.5.5. Mixed PV panel types
It is not recommended to connect a mix of different PV panel types to the same solar charger.
Only use solar panels that are the same brand, type and model.
9.5.6. PV connections burned or melted
Burned or melted PV cables or connections are generally not covered under warranty. In most case this is due to any of the following reasons:
Solar cable
Cables with rigid core wire or rigid strands used.
Cables where the core wire has been soldered.
Cable too thin - remember that the current will be higher when the PV voltage is lower. For more information on cable thickness see the Wiring Unlimited book.
Screw terminals
Loose screw connection.
Cable insulation inserted too deep into the connector.
Cables with rigid core wire or rigid strands used.
Cables where the core wire has been soldered.
MC4 terminals
Current has exceeded 30A per connector pair.
Incorrectly crimped MC4 connectors.
Bad quality MC4 connectors used
9.5.7. MC4 connectors wrongly connected
For a detailed explanation on how to connect MC4 connectors, MC4 splitters and MC4 combiners, see the Wiring unlimited book, chapter 4.10: “Solar panels”.
9.5.8. Optimisers cannot be used
Do not use solar panels with optimisers together with the solar charger.
Nearly all optimisers contain an MPPT or other tracking mechanisms and this interferes with the MPPT algorithm in the solar charger.
9.5.9. Earth fault detection missing
This solar charger is not equipped with an earth fault relay or an earth fault warning circuit. Use an external ground fault relay or ground fault detector.
9.5.10. Ground current
The system should not have a current flowing to ground under normal operation.
If a ground current is detected, first investigate all the equipment connected to that system and check for ground faults.
Next, check how many connections to ground the system has. There should only be a single point in the system connected to ground . This should be at the battery.
For more information on system grounding, see chapter 7.7: "System grounding" in the Wiring Unlimited book.
The solar charger is non-isolated, the minus of the PV input is at the same potential as the minus of the battery output.
9.6. Communication issues
This chapter describes issues that might arise when the solar charger is connected to the VictronConnect app, other Victron devices or third-party devices.
9.6.1. VictronConnect issues
Important
For a full troubleshooting guide on the VictronConnect app see the VictronConnect manual.
9.6.2. VE.Direct port communication issues
These are not common and if this occurs it is probably due to one of these issues listed in this paragraph.
Physical cable connector or data port issues Try a different VE.Direct cable and see if the unit will now communicate. Is the connector inserted properly and deep enough? Is the connector damaged? Inspect the VE.Direct port, are there bent pins? If this is the case, use long nose pliers to straighten the pins, while the unit is unpowered.
VE.Direct communication issues To check if VE.Direct communication is operating correctly, connect the solar charger to a GX device and check if the controller shows up on the GX device’s list. If it does not show up, check that TX port function in VictronConnect is set to “Normal communication".
VE.Direct TX port issues Check the “TX port function” setting in VictronConnect. Does the set function match the application it is being used in. To test if the TX port is operational check its functionality using a TX digital output cable.
VE.Direct RX Port issues Check the “RX port function” setting in VictronConnect. Does the set function match the application it is being used in. To test if the RX port is operational check its functionality using a VE.Direct non-inverting remote on/off cable.
9.6.3. VE.Can port communication issues
These are not common and if this occurs it is probably due to one of these issues:
Try a different RJ45 cable and see if the unit will now communicate.
Do not use self-made RJ45 cables, always use a manufactured cable. This rules out connector crimping issues.
The RJ45 UTP cable needs to be a “straight” cable. Cross-over cables cannot be used. For more information see the book Wiring Unlimited paragraph 5.3: “RJ45 straight UTP cable”.
Is the connector inserted properly and deep enough? You will need to hear a click.
Is the connector damaged?
Inspect the VE.Can port, are there bent pins? If this is the case use long nose pliers to straighten the pins when the solar charger is unpowered.
Check if the first and the last device on the VE.Can chain have their terminators placed.
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VE.Can port, connector, terminator and cable
Check if the correct CAN-bus profile is set in the GX device.
Go to settings/services/VE.Can port and make sure that it is set to 250 Kbits/s. For more information see the GX device manual.
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GX screen showing the CAN-bus profile setting
9.6.4. VE.Smart communication issues
A VE.Smart Network is a wireless communication network between several Victron products using Bluetooth. In case of issues with a VE.Smart Network refer to the Smart Network manual.
9.6.5. Bluetooth issues
Please note that it is highly unlikely that the Bluetooth interface is faulty. The problem is most likely caused by something else. Use this chapter to quickly rule out some of the common causes of Bluetooth issues.
For a full troubleshooting guide see the VictronConnect manual.
Check if the solar charger is equipped with Bluetooth
Only SmartSolar models have built-in Bluetooth, the BlueSolar models do not. If the model does not have built-in Bluetooth, a VE.Direct Bluetooth Smart dongle or VE.Direct to USB interface can be used.
Check if Bluetooth is enabled
It is possible to enable/disable Bluetooth in the product settings. To re-enable:
Connect to the solar charger via the VE.Direct port.
Navigate to the controller settings and then to "product info".
Re-enable Bluetooth.
Check if the controller is powered-up
Bluetooth is active as soon as the solar charger is powered-up.
This can be checked by looking at the LEDS:
If all LEDs are off, the unit is not powered up.
If any of the LEDs are on, blinking or pulsing with a few seconds interval, the unit is powered-up and Bluetooth should be functional.
Check that Bluetooth is in range
In open space the maximum Bluetooth distance is about 20 meters. In a build-up area, inside a house, a shed, a vehicle or a boat this distance can be a lot less.
The Windows VictronConnect app does not support Bluetooth
The Windows version of the VictronConnect app does not support Bluetooth. Use an Android, iOS or macOS device instead. Or alternatively connect using a VE.Direct to USB interface.
The controller is missing in the VictronConnect device list
Some steps to try to resolve this issue are:
Press the orange refresh button at the bottom of the VictronConnect device list and check if the solar charger is now listed. Only one phone or tablet can be connected to the solar charger at any given time. Make sure no other devices are connected and try again.
Try to connect to another Victron product, does this work? If that also does not work, there probably is an issue with the phone or tablet.
Rule out any issues with the phone or the VictronConnect app by using another phone or tablet and try again.
If still unresolved, refer to the VictronConnect manual.
PIN code lost
If you have lost the PIN code, you will need to reset the PIN code to its default PIN code. This is done in the VictronConnect app:
Navigate to the device list of the VictronConnect app.
Enter the solar charger's unique PUK code as printed on its product information sticker.
Click on the option symbol next to the solar charger listing.
A new window will open which allows you to reset the PIN code back to its default: 000000.
How to communicate without Bluetooth
In case Bluetooth is not functional, turned off or unavailable, VictronConnect can communicate via the unit’s VE.Direct port. Or, if the unit is connected to a GX device, VictronConnect can communicate via VRM. For more information see paragraph: ”The different ways to connect with VictronConnect”.
9.7. Settings or firmware issues
9.7.1. Incorrect settings
Incorrect settings can cause strange solar charger behaviour. Check if all settings are correct.
If in doubt, it could be an option to reset all settings to default using the VictronConnect app and then make all required settings. Consider saving the existing settings before performing a reset.
In most cases the default setting can be used with only minor changes.
If help is required with making settings, please refer to the manual or contact your Victron supplier or distributor.
9.7.2. Firmware issues
To rule out a firmware bug, update the firmware.
NOTE: It might be useful to write down the firmware number before and after the update. This can be usefull information should you need to request support.
On first connection, the controller might have updated the firmware. If the controller did not automatically ask for a firmware update, check if the controller is running the most up to date firmware and perform a manual update:
Connect to the controller.
Click on the settings symbol
.Click the option symbol
.Go to product info.
Check if you are running the latest firmware and look for the text: “This is the latest version”.
If the controller does not have the most up to date firmware, perform a firmware update by pressing the update button.
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Status screen - Settings screen - Product info screen
9.7.3. Interrupted firmware update
This is recoverable and is nothing to worry about. Just try to update the firmware again.
9.8. Operation issues
This chapter describes all remaining troubleshooting suggestions that were not covered in previous chapters.
9.8.1. Unable to operate as a power supply
We do not recommend to use the solar charger as a power supply, that is without batteries connected.
Operation as a power supply will not damage the solar charger, but it is not guaranteed that the solar charger is able to run all types of loads. Some type of loads might run, others might not. Especially at low load power, the solar charger is too slow to keep the voltage constant. As such, we do not provide support in these kind of situations.
9.8.2. Unable to operate as a DC to DC charger
It is not recommended to use the solar charger as a DC/DC charger, for example, to charge a 12 Volt battery from a 24V battery bank.
Connecting a battery to the PV terminals can, under certain operational conditions, cause damage to the solar charger. This damage is not covered by warranty.
9.8.3. Relay issues
The alarm relay has 3 contacts, common (C), normally open (NO) and normally close (NC). It is programmed with the VictronConnect app.
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Relay configuration
Use VictronConnect to check the relay functionality setting. When checking the relay check if the relay contacts are opened and closed when the relay is energized and also when the relay is not energized.
The relay gets damaged if a circuit with a current larger than 8A is connected to the relay contacts. This is not covered by warranty.