EQ4800 Batteries not charging or discharging

[Barn]

Hi there, I'm an installer in Australia and have installed my first couple of Fox Ess battery systems (I've installed many Fox Ess PV only systems).

Inverters installed on these two systems were H1-5.0-E-G2 with EQ4800-L6 and H1-6.0-E-G2 with EQ4800-L7

Batteries dont want to seem to charge or discharge, physical lights on battery are on and batteries/inverters/dataloggers all showing "online" and are all accessible via the app and web brower login (including seeing thier ttemps etc. I've tried updating all devices to the latest firmwares. I've tried fiddling around with many settings in both the app and web browser versions of fox cloud 2.0. I've rang the Australian help line in an attempt to get help (but was amazed at just how bad their version of "help" was, the guy on the phone didnt even know what fox cloud 2.0 was and was still using the original Fox Cloud. He ended up saying 'ahhh let me have a look and ill get back to you", one week later no return call. Half the time you ring their support number and it doesnt even ring (very weird and unprofessional), so yeah theyre absolutely pathetic and im almost lead to believe they dont want to sell anything here in Australia anymore. Is Fox Ess about to go bankrupt? idk

Anyway here I am with 2 irrate customers who's batteries wont charge or discharge. No error of fault messages, nothing. One thing I noticed with one of the firmware updates is a new option (which I cant input or change anything) is : batterywarmup > BatteryWarmUpState > "the battery is in a stopped warm up state" (both systems state the same), this is in the web browser version (with no way to change this) and I cant access this feature on the app itself (its says unavailable or not supported). Im not at all convinced this is even accurate, it may just be a default readout when you cant use this feature, ive got no idea really. And there is no reason for the batteries on both systems to have been in this state for days now(since installation), temps of the battery and ambient temps not high/low enough to cause this and I see no option anywhere to get them out of this state if in fact they are even in that state.

I've tried to explain it in as few words as possible with all the relevant details and it still sounds like a massive rant, sorry about that, but yeah it's very frustrating and I've got another one of these to install in 2 days and if I cant get these up and running Im forced to stay well away from Fox Ess from this point on (and I probably should anyway based on their useless support in this country).

To state the obvious, any help would be appreciated

Thanks in advance

[Will]

Hey,

There are a number of things it could be from schedules to ct/meter setup or battery amp settings.

I'm based in the UK but if you wanted to buy an hour of my time and stay up to meet, I could check the settings with you remotely over a zoom or such. https://buymeacoffee.com/williamjeccles/e/100139

[Barn]

Hi Will, thanks for the reply.

Im up for that, just a couple of things:
1/What time are we talking about your end? Just trying to work out what time that would be in Melbourne Victoria time
2/Can we use a chat only platform as I dont have a mic or camera set up to this PC?

[Will]

I believe 8am for me is 5pm for you so if that works for you.
Happy to use whatsapp, iMessage or anything you use already. Most of the time just sharing with me your installer login and confirming which site(s) are the issue can I work offline to resolve and then let you know what I did to fix it or where the fault is.

Just be sure you include your email in the order so I can reach out once placed.

[Barn]

ok sounds good, its 5:37pm here now, so are you talking about tomorrow or is it possible to do today?

Also, where should I share my email initially to get the ball rolling?

happy to share my login detials etc once we establish a communication means, messaging through whatsapp is fine with me

[Will]

Morning,

If you can purchase from the site and include your email address in the order I'll message you and arrange the meeting.

https://buymeacoffee.com/williamjeccles/e/100139