| Thank you Mac, I am always polite.
The Tech help on any level is always on the front line & deserves the highest respect.
We all work hard & have our customers as our highest priority.
Thank you for your input. Amanda Potter Energy Storage Systems NABCEP PVIP Adirondack Battery & Solar, LLC (315) 212-2114 Hi Amanda,
Very frustrating for sure.
However, my take on Blue Planet charging a fee to provide tech support for you is that it is much better than full abandonment, and really much better for your clients. I think getting a highly skilled engineer that knows a product really well is very worth it and I hope it continues. Industry wide, our warranties are precarious and worth very little, so I'd rather talk to someone smart for a fee than full silence.
It's not fair but that's what I see. I would recommend being polite and patient, even the poor tech support folks deserve our respect while we are exasperated!
Good luck!
On Fri, Nov 7, 2025 at 2:21 PM Amanda Potter via RE-wrenches < [email protected]> wrote: So…… Not an issue with an Outback, but same deal, as of this past Monday, the 3rd.
Off-Grid (long term) customer lost their AGS & Comms between their 12k Sol-Ark & Blue Planet Energy Blue Ion 2.0. Gen will start, charges, but will not stop.
e-Gauge can still see the system, but nothing from the battery since Monday.
5 yr. old system. Replaced dual Magnum 4448 PAE’s. Working like clockwork until Monday.
Sol-Ark Level 2 Tech said, unplug the Comm cable. Use Voltage for the AGS. I said, this is unacceptable. He said, B.P.E. is not an approved battery partner, I said, It was when I installed it.
So, now I just finally received a response from Blue Planet Energy & they want $250.00/ hour to do Tech Support & will not support the 15 Year Warranty for any unpaid Tech Support Invoices! (After paying a Fortune for their battery!)
Who is hacking these systems??? Sol-Ark? Outback?
Who’s next???
Sorry, I should’ve started a new thread…
Amanda Potter Energy Storage Systems NABCEP PVIP Adirondack Battery & Solar, LLC (315) 212-2114 On Nov 7, 2025, at 2:09 PM, Maverick Brown via RE-wrenches <[email protected]> wrote:
What a Shoot Show. I am not sure why they are editing live code…
I have a few of my OpticsRE customers showing this. I think the pattern that I see is those customers that had some particular Battery Type assignment prior to live code edit went to blank.
Setting: click the little gear icon (upper right of Optics) / System Tools / Devices / Battery Type. The old choices are missing… If, for some reason Lithium Ion or Lead-Acid was then chosen or by some other random reason, Outback added Port 15 to the site, the values are not real. Cluster-Fluke #2
If you happen to choose Lead-Acid as Battery Type, it appears as though all the Charge Controller and Inverter settings get changed to some generic AGM settings???? How about a random customer who happens to be running Open-Loop on 15S LiFePO4 batteries??? Are they Forked?
My patience and trust in Outback is waining. And by association, that will be assigned to EG4 as well….. Cluster Fluke #3.
I called one customer that has separate BMS metrology to confirm actual battery voltages and all is well and the OpticsRE values don’t really align with real settings.
Not nice.
Maverick Brown
Off-Grid Solar Commander since 2006
Maverick Solar Enterprises, Inc. • Solar Commander Remote Power
On Nov 7, 2025, at 10:59 AM, Nick Lucchese via RE-wrenches < [email protected]> wrote:
Wrenches,
I know some of you don't utilize the FNDC due to it's inability to always track accurately and often conflict with battery manufacturer's means of reporting SOC. I still find it extremely useful and implement along with educating the clients and of course frequent oversight. Oddly though, today I have a handful reporting a false 0% SOC. Seems that most are on sites with Powerflo batteries however quite a few with Blue Ions as well. Anyone else seeing this odd anomaly that just started yesterday? At least 10% of them are showing 0%, 1/3 of those are systems that have been offline for a bit as well.
Additionally, about a month or two ago a 15th device popped up in the advanced menus on the Hub Devices page in Opticsre. It has a ??? in the Type field, Battery in the Name field and 123456 for serial number. I'm not seeing this 15th device on every site but definitely a reasonable amount of them. Some with Hub4's and some with Hub10's.
Everyone else with a fleet of systems in Opticsre seeing these oddities too? Late to head to a Midnite job today and doubt Outback's chat would shed light on it anyway. Trying to ease my conspiratorial mind that Outback is out to get me haha!
Nick
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--
Mac Lewis "Yo solo sé que no sé nada." -Sócrates
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