After-Sales Service Support

AUXSOL provides comprehensive support for all AUXSOL products, including on-grid inverters, on-grid hybrid solar systems, battery packs, dataloggers, and meters.

AUXSOL adheres to the customer-oriented service philosophy

And assigns service engineers trained and certified in the AUXSOL factory to ensure excellent service experience for global customers.

  • James Wang
  • 0574-8765-2201
  • System Solution Support

  • Extended Warranty

  • On-line Service


  • 1

    5-year limited warranty for AUXSOL on-grid inverters and hybrid inverters.

  • 2

    2-year limited warranty for accessories, including dataloggers, meters, and CT series.

  • 3

    10-year limited warranty for AUXSOL battery pack and performance (at least 70% of the battery pack's initial capacity is maintained).


Q: The maximum DC voltage of a three-phase inverter is 1100V, so how to set up a 1500V solar module using such an inverter?

A: Please adopt the maximum DC voltage of the inverter when setting up the solar module, if the voltage exceeds the maximum voltage of the inverter, it will cause damage to the inverter. Considering the impact of ambient temperatures on PV modules, it is recommended that the open circuit voltage of the solar module should be about 900V.

Q: What is the oversizing ratio of the inverter?

A: AUXSOL inverters support an oversizing ratio of 1.5. The maximum output power of the inverter is 1.1 times the rated output power. It is recommended to confirm the ratio based on the characteristics of the projects. Normally, the ratio can be 1.2.

Q: Do AUXSOL inverters support a customer's existing monitoring platform?

A: AUXSOL inverters support third-party monitoring platforms. We can provide the datasheet for supported platforms on demand.

Q: If a string is inconsistent with the others, can it still be used normally? How will it affect the system?

A:There will be no difference if different strings are connected to different MPPTs. However, the same PV modules and strings should be used for the same MPPT. If different modules or strings are used in the same MPPT, their voltages should be kept as equal as possible to minimize power loss during tracking. If the voltage difference between the two types of modules is high, there will be a significant loss in power generation. Regardless of whether the voltages are consistent, they will not affect the power generation of other MPPTs.

Q: Can RS485 communication and datalogger be used at the same time for collecting inverter data?

A: For residential inverters, only one RS485 communication device and data logger can be used. However, the two kinds of communication devices can be used together on inverter models 110K and above.

Q: For inputs on the DC side, which is better between "more strings with fewer modules per string" and "fewer strings with more modules per string"?

A: If there were too many or too few modules in a series, there would be an adverse effect on the system. It is recommended that the operating voltage of the PV string is lower than the rated voltage of the inverter. Taking Longi's 540W PV module as an example, the module quantity of a single PV string is best at 16 to 18.

Q:What is AFCI protection?

A: AFCI is short for Arc-Fault Circuit Interrupter. The inverter will disconnect the DC circuit and send an alarm signal when it detects an arc fault in the DC circuit. AFCI protection functions are required for inverters in the US and Mexico. The function is not applicable if there are no such local requirements. AFCI is optional on AUXSOL inverters.

Q: What is the protection rating?

A: The protection rating of AUXSOL inverters is IP65. They can withstand normal wind and rain but cannot operate underwater.

Q: What is the cable size on the AC side of the inverter?

A: Different cable sizes can be used for different inverters. The details can be found in the specifications. If aluminum cables are used, please use Cu-Al adapters

Q: Is the grounding screw internal or external?

A: There are internal and external grounding screws available for clients to choose from. There are also external terminals on both sides of the inverter.

Q: Is the power distributed on each MPPT equal?

A: The overall power is not evenly distributed over MPPTs. One MPPT power is designed for redundancy.

Q: Is the 1.1-times AC output a long-time output?

A: Certain areas do not allow 1.1 times output on the grid side. However, this is allowed in China. Moreover, the output is also related to the temperature. The fan will start controlling the temperature when it is high.

Q: What's the recommended capacity ratio?

A: According to the large amount of customer feedback, in the case where the power grid company has no mandatory requirements on the capacity ratio, in China, we recommend 1.1-1.2 for Class 1 regions, 1.2-1.3 for Class 2 regions, and 1.3-1.4 for Class 3 regions. It can also be adjusted according to its installation angle and actual conditions.

Q: If a SCADA platform were used, would hardware be required to receive the data?

A: Yes. We provide communication datasheets for the inverters according to the client's data monitoring platforms. However, the client needs to purchase dataloggers themselves.

Q: At what temperature will the inverter start to derate? What should be done?

A: The inverter can operate normally as high as 45℃ without derating. When the temperature is above 45℃, the inverter will derate in a linear way.

Q: After DC overmatching, when the DC-side power exceeds the rated power, will the excess power be lost in the form of heat, and will it affect the machine's lifespan?

A: When the output power on the inverter's AC side reaches 1.1 times the output, the inverter MPPT will actively deviate from the maximum power point and automatically limit the power input on the DC side for self-protection. The excess power will be restricted by the inverter and not lost in the form of heat, which will not affect the machine's lifespan.

Q: The inverter features a GPRS data collection interface and an RS485 interface. Can the two be used at the same time and output two groups of communication signals?

A: The 110K model is taken as the limit. A datalogger and a host computer or third-party monitoring platform can be connected at the same time to inverter models 110K and above, but not under.

Q: How to match 182mm and 210mm high-power PV modules?

A: The string current of the 110K AUXSOL inverter has been comprehensively upgraded, and the string current of C&I models has been upgraded to 15A/20A. If it is equipped with 182mm high-power modules, the design of one MPPT connecting two strings is adopted. If it is equipped with 210mm high-power modules, the design can be in the form of one MPPT followed by a string of AUXSOL's 7*40A models. For 17K, 20K, and 30K models, each MPPT can be connected in one string.

Q: What is the maximum output reactive power capacity of the inverter?

A: The adjustable range of the inverter's power factor is ±0.8, that is, the maximum reactive power output is 60%Pn.

Q: Must the inverter connect to the neutral wire?

A: The single-phase inverter must be connected to the neutral wire. Three-phase inverters can run without a neutral wire.

Q: Must the inverter be grounded?

A: The inverter must be grounded.

Q: What is the adaptive voltage range of the inverter?

A: The range may be different depending on the different grid standards in different regions. If the local on-grid environment is weak, you can adjust the voltage range as appropriate. For a 400V on-grid inverter, the adjustable range is L-N: 150-290V.

Q: Can the monitoring system monitor the energy transmitted to the grid in C&I projects that use energy for their own and transmit the surplus energy to the grid?

A: At present, the inverter can only monitor the power generation of the inverter itself, and the surplus energy can be queried on the grid-connected electricity meter.

Q: Can inverters of different models operate in parallel?

A: Yes. Please ensure that the output voltages of inverters with different power levels are consistent.

Q: What are the advantages of string inverters over centralized inverters?

A: 1. There are many MPPT routes, which effectively reduce the power generation loss caused by module mismatch, especially for mountain-mounted projects or double-sided PV modules, and improve the power generation efficiency of the system.

    2. "The wide MPPT range enables earlier startup and later shutdown", which greatly improves the system's power generation efficiency.

    3. "Separate string replacement in case of failure for convenient maintenance", which reduces power generation loss caused by inverter failure.

    4. The DC bus box is canceled to decrease fault points.

Q: The inverter does not generate power at night, will it consume power?

A: The inverter is in the standby state at night, and basically no power is lost. The power consumption of an inverter is less than 2W each night.

Q: What are the space requirements for wall-mounted inverters?

A: Different models have different installation space requirements. The 110K model is used as an example: The installation space on both sides of and above and below the 110K model must be 500mm. Detailed requirements are subject to the specifications of each model.

Q: On prefabricated steel rooftops, how much impact does the tiling have on power generation at the best installation angle?

A: In the case of the same azimuth angle, the tiling can affect 2%-5% of the power generation according to the latitude, and the higher the latitude, the greater the impact.

Q: Does the inverter have an anti-PID function?

A: The anti-PID function is an optional function for AUXSOL inverters, which is mainly used in high-temperature and high-humidity areas and rarely used in conventional projects.

Q: Can the inverter be remotely restarted?

A: The remote on/off function can be realized by the monitoring system. Please contact our technical engineer for detailed operation steps.

Q: Do bifacial solar modules need to be grounded?

A: The bifacial module without a metal frame does not generate a PID effect due to electrical potential deviation, so it does not need to be grounded.

Q: What is the AC output cable size for the 110kW inverter?

A: The recommended AC cables for a 110kW inverter are 70mm² copper cables. The actual cable diameter is subject to the project.

Q: As a component vulnerable to damage, is it convenient to replace the fan?

A: Fans by AUXSOL feature smart redundant speed regulation. AUXSOL inverters can continue operation and send out an alarm when a fan is damaged. The damaged fan can be easily replaced by unscrewing the four screws under it.

Q: How is the RS485 communication interface arranged?

A: It's a four-core COM interface. No. 1 and 2 are connected with source wires, and No. 3 and 4 are for 485 A and B.

Q: Why is the energy yield displayed by the inverter monitoring inconsistent with that displayed by the meter?

A: There is a difference because the inverter and the meter have different measurement methods, so it is normal that there is a difference of within 5%.

Q: Why is the data of the inverter sometimes different from that of the monitoring platform?

A: The data is uploaded every 5 minutes. Therefore, the data displayed on the platform will have a maximum delay of 5 minutes, which is normal.

Q: How is the number of PV modules in a series determined?

A: Open-circuit voltage of PV module* Number of modules in a single series* [1 + (Extremely low temperature of the project -25℃)* Module voltage-temperature coefficient], the obtained value should be less than the inverter input voltage.

Why does the output power of the inverter fail to reach the rated power of the PV module?

A: This is mainly due to two reasons. First, the actual output power of the modules cannot reach the rated power of the module because the illumination radiance cannot reach 1000W/m2. Second, there are losses in the PV system due to reasons such as inclination and orientation, module surface pollution, and obstruction.

Q: How to set the power factor value for the inverter if the power factor is low and the power supply company fines the owner?

A: You can adjust the power factor according to our instructions or contact our after-sales service.

Q: How to ground an inverter?

A: The inverter must be grounded for protection and normal operation. That is, the AC cable ground is reliably connected to the ground terminal of the power distribution box, and the inverter casing is grounded separately.

Q: Can the inverter be directly connected to the DC power supply?

A: Yes, the inverter can be directly connected to the DC power supply.

Q: Why does the circuit breaker trip when turning off the inverter?

A: A circuit breaker trip is generally due to short circuits, overload, leakage, or air switch problems. Check the live, neutral, and ground cables for incorrect connections or the neutral and ground cables for reversed connections. If a circuit breaker with leakage current protection is installed, the high-voltage system leakage current will also cause the circuit breaker to trip. It is recommended to select a circuit breaker with larger leakage current detection or check the cause of leakage current.

Q: Why the two DC voltages are different when an inverter runs normally and has the same strings for each MPPT?

A: Module orientation, installation position, and the presence or absence of obstruction will all affect the DC voltage. If the above conditions are consistent, check whether there is a reverse connection of modules in the string.

Q: How long can the data traffic of a 4G datalogger be used?

A: Free to use for 5 years, then a charge of 10-20 yuan per year thereafter.

Q: How long is the warranty? What should I do if the warranty expires?

A: We provide a 5-year warranty, and you can extend the warranty period during this time.


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