Victron Inverter not seeing solar panels

[twistedtree]

Victron doesn’t seem to have a customer support group to call for guidance.


1) the Victron dealer where you bought the controller is your support person
2) Need support? - Victron Energy

victron offers 5 year warranty and the option to get 10 year warranty when you pay 10 % sadditional at purchase

That support model is great in theory (at least for Victron), but terrible in practice because many people selling Victron products don't know any more than what's printed in the manual, and often they don't even know that. I think you will find very, very few people who talk about the great support from Victron, and many, many who complain about it. Victron has made the same mistake many companies do by adopting a manufacturer-oriented support policy rather than a customer-oriented support policy. Companies run by engineers love pushing support off to dealers so they don't have to deal with icky, annoying, time consuming customers. And Victron is run by engineers.

 

[l00smarble]

to help we would need to know what you are looking at when you say you don't "see the charge comign in." Are you looking at color touchscreen (screen for Cerbo GX)? Or are you looking at the Victron Connect App on your phone?

Even better post photos of what you are looking at. Also photos of the hardware and installation can be very helpful. And you said you have a full schematic. Post that!

It is possible that the charge controller is working fine and you just don't "see" it on the Cerbo GX because a VE.Direct cable came loose (they are only friction fit.) In this case the next thing to check before getting out the toolbag is to use the Victron Connect app to directly connect to the MPPT charge controller (presuming it is one of the "Smart" ones.)

As other have said we need significantly more info to help.

 

[l00smarble]

That support model is great in theory (at least for Victron), but terrible in practice because many people selling Victron products don't know any more than what's printed in the manual, and often they don't even know that. I think you will find very, very few people who talk about the great support from Victron, and many, many who complain about it. Victron has made the same mistake many companies do by adopting a manufacturer-oriented support policy rather than a customer-oriented support policy. Companies run by engineers love pushing support off to dealers so they don't have to deal with icky, annoying, time consuming customers. And Victron is run by engineers.

Not sure it was a "mistake." It is different for sure but it is only a "mistake" if it hurts them or their brand. Seems that is not the case at this time. What the model should do is to encourage people to buy from a local, technical dealer rather than Amazon or Ebay or other web retailer. Price is the same so why not?

But even then it still gets a bit messy when you buy a boat with a system already installed or otherwise are looking for support on hardware you did not originally buy/install.

 

[dutch-barge]

That support model is great in theory (at least for Victron), but terrible in practice because many people selling Victron products don't know any more than what's printed in the manual, and often they don't even know that.

Well unfortunately these people dont seem to look where they buy, and probably only look where it is the cheapest. Peter Kennedy an authorized Victron dealer has always provided great support. I can mention many more, at the same time, if you have NO training of these kind of equipment, and you dont want to pay for a professional to install it, you get what you pay for.
Do you do electric work? BUT are you up to code? or just wing it.
Many boaters think they can do all
Yes it is easier to point the fingers at others.......


Don't expect to drive a yacht for the price of an inflatable dinghy.

 

[CharlieJ]

Please note that I am not bragging…simply basing comments on my own experience.
I have been involved with Victron as an installer for over 20 years and as a distributor, instructor and Ambassador for about 8 years all in. I have probably installed more than 50 MultiPlus 3kW inverter/chargers and dozens of systems containing from a few to many Blue Boxes.

{Start Rant} I have instructed during all of the Victron Training Tours that started about 5 years ago and based on all of this, it is my opinion that the average boat owner does not have the technical background required to install and commission a Victron system. I am basing this opinion on the over 600 projects that I have worked on since I started my company.

Before the flamers start, I have very much the same opinion for many “professionals”. Learning the Victron eco-system is an ongoing process with a very shallow learning curve; i.e. it takes a significant amount of time to gain a bit of knowledge. So, to be really competent you have to do the work of learning. These Blue Boxes are so feature rich, with new features being introduced on a weekly basis that if you blink you will be left behind.

In short, to effectively install and commission Victron equipment the installer must RTFM and then re-read it and this time read it for content.

As a case in point, Venus OS 3.6 was introduced today. This is the operating system that powers the Cerbo GX and the Ekrano and OS 3.6 is an unbelievable upgrade. The PowerPoint presentation that briefly defines each screen’s new features is over 30 pages long. Very few owners (looking at you Peter and Alan) and some installers will put in the time to make themselves knowledgeable about the new features but the vast, vast majority of both camps will not.

Finally, and to Peter’s (@twistedtree) point: he is absolutely correct. The technical support structure is based on the European model and was not adapted to the American consumer. That is just how it is.(End Rant)

 

[twistedtree]

Not sure it was a "mistake." It is different for sure but it is only a "mistake" if it hurts them or their brand. Seems that is not the case at this time. What the model should do is to encourage people to buy from a local, technical dealer rather than Amazon or Ebay or other web retailer. Price is the same so why not?

But even then it still gets a bit messy when you buy a boat with a system already installed or otherwise are looking for support on hardware you did not originally buy/install.

I think that's all part of the theory, but in my experience is almost never holds up in reality. Sure, it says to buy from a local dealer. So I walk into Fisheries and buy a victron product. Do you really think they will be able to answer questions that are more complicated or nuanced than what's covered in the manual?

 

[NoRain]

I saw the 3.6 in Beta, thx for the heads-up on full release today. Just reading now.

I’d also highlight the Android GX Wifi Display announcement from a few days ago. Allows an Android tablet to be a wireless GX display, apparently completely mimicking a Touch 50/70 display, but wirelessly. Excellent. Great for a bedside and/or bridge station.

 

[l00smarble]

I think that's all part of the theory, but in my experience is almost never holds up in reality. Sure, it says to buy from a local dealer. So I walk into Fisheries and buy a victron product. Do you really think they will be able to answer questions that are more complicated or nuanced than what's covered in the manual?

I said a local technical dealer, not a massive distributor. I would suggesting buying from a place that does their own complete turn-key installations even if you are just buying the components. But again I am not saying it is a good model for the average end-user but that it isn't a Victron "mistake." And that the model, for better or worse, should motivate folks to buy from the dealers that know what they are doing.

I agree with CharlieJ that Victron is too complicated to not be working with an technical dealer though I also understand that you can't find one in every port.

But we went off topic to the thread. What happened to OP? Are you going to give us more info to better help you?

 

[caleb200]

I saw the 3.6 in Beta, thx for the heads-up on full release today. Just reading now.

I’d also highlight the Android GX Wifi Display announcement from a few days ago. Allows an Android tablet to be a wireless GX display, apparently completely mimicking a Touch 50/70 display, but wirelessly. Excellent. Great for a bedside and/or bridge station.

Finally, Victron gives us lazy nav station supremacy. Wireless GX display from bed? I’m never getting up again

 

[DDW]

PK is perhaps the most technically knowledgable dealer in the US, and his (or their) knowledge extends very little beyond what is in the manual. Fortunately the manuals have been getting better in recent years.

Depending on local experts (here in the US anyway) is a fools errand. There are none, or so few as to be none.

 

[CharlieJ]

@DDW I totally disagree.