Need help with your battery?

We’ve put together all the most useful information right here on this page to help you troubleshoot any issues with your solar battery system. Whether you’re experiencing charging problems, unexpected power outages, or need help understanding error messages, you’ll find step-by-step guidance to get your system running smoothly again. Check out our troubleshooting tips, and expert advice—all designed to save you time and get your battery back to peak performance. If you still need assistance, we’ve also included details on how to reach our support team for further help.

SHUTDOWN & RESTART PROCEDURE

Before reaching out, we recommend viewing the sticker on your system, and trying the following shutdown and startup procedure to resolve common issues:

SHUTDOWN INVERTER

  1. Turn off either the "MAIN SWITCH (INVERTER SUPPLY)" located in the switchboard or the "INVERTER AC ISOLATOR"adjacent/below the inverter.
  2. Turn off all "PV ARRAY D.C. ISOLATOR(S)" located adjacent/below the inverter.
  3. If battery is connected to inverter, turn off "BATTERY DC ISOLATOR".

ENERGISE INVERTER

4. Turn on all "PV ARRAY D.C. ISOLATOR(S)" located adjacent/below the inverter.
5. If battery connected to inverter, turn on "BATTERY DC SOLATOR".
6. Turn on either the "MAIN SWITCH (INVERTER SUPPLY)" located in the switchboard or the "INVERTER AC ISOLATOR" adjacent/below the inverter.

If the issue persists after following these steps, please proceed to the next section for further assistance.

FIRMWARE UPDATE

Please contact your inverter manufacturer on the details below and have your serial number ready (found on sticker on inverter unit).

  • SAJ Australia: 1800 888 725 / 0459 856 536
  • Sonnen: 13 76 66
  • GoodWe: 03 9918 3905
  • Sungrow: 1800 786 476

BLACKOUTS

If certain circuits are not operating in a blackout make sure the Changeover Switch located on your mains board is pointed towards ‘Auxillary’ rather than Grid (see photo below of example):

Step 2: Contact Support

If the above guidelines do not resolve the issue, please reach out to the appropriate branded support team below for assistance:

  • SAJ Australia: 1800 888 725 / 0459 856 536
  • Sonnen: 13 76 66
  • GoodWe: 03 9918 3905
  • Sungrow: 1800 786 476
  • Sapphire Solar: 0438 921 556

Non-Urgent Inquiries:
For non-urgent matters, please leave us a message at 1300 308 751, and we’ll get back to you as soon as possible.

Warm regards,
The Sapphire Solar Team