What you will see

  • The same warning returning after a service visit.
  • Similar symptoms with different alarm codes.
  • A fault associated with particular weather or machinery.
  • Several people reporting the issue with incomplete details.

Why it happens

Solis’s support guidance requests identifying information and symptom-specific evidence. A consistent record helps the attending team connect the reported fault with the correct equipment and operating history.

Use one entry per event: date and time, exact message, grid or backup operation, running loads and what happened next. Record any action already taken and whether it changed the symptom.

Distinguish observations from assumptions. “The warning appeared when the compressor started” is useful; “the compressor damaged the inverter” needs evidence.

Diagram

One entry per event

Each entry:
Date and timeExact messageGrid or backupRunning loadsWhat happened next

Observation

“The warning appeared when the compressor started.”

Assumption

“The compressor causes the fault.”

Solis requests identifying and symptom evidence. Applies to Solis, GoodWe, Growatt and Huawei systems.

What you can check yourself

  • Save the complete alarm screenshot and timestamp.
  • Note weather and supply conditions already known.
  • Keep previous service reports and case numbers together.
  • Identify changes made between successful and unsuccessful operation.
  • For a business, nominate one person to maintain the record so information from different shifts is not lost. State clearly when a detail is unknown.

What not to do

  • Do not repeatedly reset equipment, delete event history or clear alarms solely to obtain a fresh screenshot. Do not remain near smoke, arcing or damaged wiring to complete the log.

When to call us

  • Report recurring faults with the previous case reference. Immediate hazards require urgent assistance rather than waiting to gather more examples.

Repeat faults in Faisalabad and Lahore

Send our Faisalabad or Lahore team your event log and service records. One clear record beats several partial reports.

Send us

The event log, models, screenshots, previous service records, changes since the last visit, and your city and area.

Technical references

Reviewed 25 September 2026. Manufacturer documents are cited for general principles; your exact model’s manual always applies.

  1. Solis: Information that helps a support investigation