REON Support

NEW UNIT / SITE NOT GETTING ONLINE AFTER INSTALLATION

When a new unit is installed at a site for the first time, follow these steps:

1. Prior to powering on the unit, verify the availability of SIM cards. It is advisable to have two SIMs to mitigate potential network issues.
2. Inspect and confirm the data on both SIMs. If they are malfunctioning or exhibit weak signals, replace them with a network that has better coverage at the site.
3. Instruct the team to insert the SIMs into the unit, securely mount the unit in the cabinet, and connect all necessary cables before powering it on. This will expedite the process and help the unit come online more quickly.
4. Turn ON VPN Config on Web page.
5. Check the unit's IP address, connect to the VPN, and open the command prompt on your laptop by pressing WIN + R and typing cmd. Then enter ping IP -t where IP should resemble 10.X.X.X
6. If a response is received, access the device’s portal through a web browser, configure the basic settings (e.g., check mapping from the user portal – remove spacing and re-verify) and the unit will come online on Spark.
7. If the steps outlined above do not bring the unit online, please forward this site to the Encore team for additional troubleshooting assistance.

RMS OFFLINE ISSUE / RMS NOT GETTING ONLINE ON SPARK

This is a common issue encountered in support. Here’s how to address it:

Level 1 support (SOC) needs to follow some steps:

1. Provide the basic information of the site, including the site ID (e.g., EC1-LHR-02002)
2. Include the RMS serial number (e.g., REON10020).
3. Share the remote access ID (Anydesk / Rustdesk).
4. Avoid performing a hard reset on the unit initially; Encore support will request this only after completing basic troubleshooting.
5. Verify the data on both SIMs. If they are not functioning or have weak signals, replace them with a network that offers better coverage at the site.
6. Check if SIM switching is occurring every 10 minutes based on the current time. If it is not, report this to the Encore team for further troubleshooting.
7. If basic troubleshooting fails, escalate the site to the Encore team for further investigation.

RECTIFIER IS OFFLINE / SOLAR DATA NOT RECEIVED FROM THE RECTIFIER

• Check which rectifier is selected in portal and the live data is updating with current time or not.
• Ping the rectifier from the laptop.
• If ping is not received then rectifier is not connected, or it is offline. As in this case it is Vertiv.

• If ping is received then rectifier is connected to ACCU. As in this case it is Vertiv.

• Incase if Vertiv if ping is received but data is still not sent then activate the SNMP and Modbus in Vertiv rectifier page.
• Access the rectifier page by add :8080 after the ACCU Ip.
• 10.42.0.2:8080
• Go to the Advance setting page then go to SNMP tab.

• Configure the setting in NMSV2 Configuration section. The configuration should as the following:

• If configuration is different than Delete this and set new configuration.

NMS IP: 10.42.0.1 

Public Community: public

Private Community: private 

Trap Enabled: Enabled

• Also activate the Modbus configuration

• Then check if data is being sent.

ALARMS ISSUE

• Access online web portal than go to Devices Data .
• Then go to the DCEMM (ULTRA) page.

• Ask the team to generate alarm and see if that alarm color changes from Green to Red.
• If the state changes back from red to green on stopping the alarm, then alarms are ok.
• Sometimes alarm is not beeping but state is changing on portal.
• If one alarm out of FAN, GENSET, MAINS, AUX is beeping, and state is also changing of that particular alarm then ask team to connect that alarm to all others.
• Check if state is changing for all other alarms. If changing the alarms are ok problem is in the wiring on site.
• If state is not changing then contact ENCORE team for support.

DG AUTO NOT WORKING

• Open Quaida portal go to Setting and open SPMS tab.

• Ask the team about the settings set for DG auto.
• In the above pic the parameters are set Generator will start when battery voltage reaches 48.3V.
• Go to the Devices Data page and open DCEMM (ULTRA) tab.

• Check the Batt Volt if they are below the set voltage then the Genset Running should be Red.
• If it is red then it is DG auto is working.

• If it is green then DG auto is not working.

• Set the parameters for DG auto manually. Ask the team when will the generator starts Low Battery (Genset Release Threshold): , and when will it stop Ext Run Time (Start Threshold):and what will be the Extended Run Time:. Then check the Enable box and save.

• Now again go to the Devices Data page and open DCEMM (ULTRA) tab. and check if is red then it is DG auto is working.

• If not then ask the team about the connection that it is NC/COMM or NO/COMM. .

• Ask the team to reverse the polarity or change it from portal.
• Go to the Setting and open Relay tab and change the Active status of GEM Function (Genset hold) from close to open or open to close and update.

TROUBLESHOOTING NARADA AND RS485 PORT

• Before contacting the Encore support team please ensure that the cable and the connectors are ok.

What you'll need

• RS485 to Narada Cable:
• Connect RS485 side to the RS485 Port and the Narada side to the Narada Port.

• After this contact ENCORE team for support.

TROUBLESHOOTING DI PORTS

• To test the Dry Contact Inputs connect the testing connecter to the ports as shown below.

• Open the Portal go to the Devices Data tab and in it open the DCEMM (ULTRA) tab.
• In this tab TPMM_DI_01, TPMM_DI_02 and TPMM_DI_03 should be active as shown below because the connecter is connected to DI's 1 , 2, 3.

• Repeat the above process for all the 12 ports.
• If there is any problem, contact the Encore team for support.

TROUBLESHOOTING TEMPERATURE PORTS

• Connect the 8 temperatures sensors to the ACCU

• Open the Portal go to the Devices Data tab and in it open the DCEMM (ULTRA) tab.
• At the end of the page temperatures sensors data should be available.

• In case of any problem, contact the Encore team for support.