On my android phone and tablet I no longer see the primary battery display in the battery/more information screen, all I see is the secondary battery data. Everything else seems to be working.
Tablet. V3.4.20.5717
Phone v3.4.19.5713 then V3.4.20.5717
Can't upload a picture for some reason
Well the primary battery details came back this morning
And it's disappeared again 🤦
Finally got support to respond to my repeated emails on this and was told my primary battery software was not the same as the secondary. Funny thing is an engineer had visited in June to sort out why my system would not update the ARM and battery firmware (corrupt files) and updated my system to 3020. They have remotely updated my batteries to 3022 (result) which is supposed to sort out the problem. Now with the new green android app I find nothing has changed as the primary battery data still drops off the battery more information page. If I go to the Inverter app ican clearly seer both batteries.
So yet another email to support me think's.
Well another email from support regarding this issue and it turns out there seems to be duplicate battery serial numbers on our system in their records. I did have a different serial number pop up on my primary battery a year ago which I/they thought was sorted. So once again we wait and see. Must admit support do seem to be on the case which I'm pleased about.
Finally a reply from GE technical to say they tried to sort out my primary battery BMS which I take to mean update the firmware and or settings but failed. Therefore they need to arrange a onsite visit. Now waiting for the phonecall to arrange the visit.
Another email from GE technical asking me to check a number of things regarding my battery/app issues. However they do not relate to the issue Iam having. Do the GE technical team actually read the emails people send in 🤦
My original question to them was the increasing SOC gap when my batteries discharge and what can be done about. So they sent the following:-
Hi,
Thank you for getting in touch with GivEnergy Support.
We can see your query relates to battery charging or discharging. Before we investigate further, please work through the checks below. In most cases, completing these steps restores normal operation without any further action.
Important first check - is the battery showing 0% and not charging?
If your battery is showing 0% state of charge (SoC) and does not charge, this usually indicates a low-voltage condition.
👉 In this scenario, your installer must be contacted first, as an on-site DC charge may be required.
If you are unable to reach your installer or are experiencing difficulty doing so, please reply and let us know.
Step 1: Check Pause / Play status
Please log in to the GivEnergy App or givenergy.cloud.
On the App
Go to Settings
Ensure the battery is set to Play (not Paused)
On the Cloud Portal
Go to My Inverter → Remote Control
Confirm Pause Battery = Not Paused
Step 2: Reset to Defaults (recommended first step)
For most battery behaviour issues, this should be the first action.
App: Settings → Reset to Defaults
Portal: My Inverter → Remote Control → Reset to Defaults
After resetting:
Wait 2–3 minutes
Re-check whether the battery begins charging or discharging
Step 3: Check the battery is powered ON
Ensure the battery isolator / switch (if present) is ON
Press the battery power button once
Check the LED status:
Green = normal operation
Red / no light = fault or not powered
Step 4: Check breakers / isolators
If your system has:
A breaker on the battery, or
A breaker between the battery and inverter
Please ensure it is fully ON.
If a breaker has tripped, reset it once and monitor.
⚠️ If a breaker continues to trip, do not repeatedly reset it – contact your installer.
Step 5: Check charge & discharge settings
Please confirm:
Timed Charge slots are enabled (if using AC charging)
Charge / Discharge power limits are not set too low
Battery reserve is not set too high
The battery is not already at its reserve limit
Step 6: Check temperature
Battery operation will pause if:
Below 0°C
Excessively high temperature
Charging/discharging will resume automatically once the battery returns to a normal operating range.
Step 7: Check for third-party control (Octopus, APIs)
If you are on an Octopus tariff or another service that controls your battery:
Please contact Octopus Energy first
External APIs can override local charge/discharge commands
Firmware updates: important
⚠️ Do not update firmware if:
The battery shows 0%
The battery is not charging or discharging
There are red lights or active alarms
Updating firmware while the battery is in a fault state can cause the update to become stuck and make recovery more difficult.
Only update firmware once:
Battery percentage is visible
The battery is operating normally (charging or discharging)
Firmware update path:
givenergy.cloud → My Inverter → Software → Update Firmware
Helpful resources
📘 Knowledge Base (Battery FAQs)
https://givenergy2025.zohodesk.eu/portal/en/kb
🎥 Battery troubleshooting video
https://www.youtube.com/watch?v=XqYpfzEVLc0
If the issue persists:
Please reply with:
Inverter serial number
Battery serial number(s)
Current battery percentage (SoC)
Screenshots of your App or Portal
Confirmation whether your installer has been contacted
We’ll be happy to assist further once these checks are complete.
If this doesn’t match the issue you’re experiencing, please feel free to reply with a brief summary of what you’re seeing, and I’ll be happy to provide more tailored guidance.
The email we sent is part of our effort to work through the support backlog more efficiently. It helps us check whether any previously reported issues may have already been resolved, while also covering some basic troubleshooting steps and sharing general information about your batteries and how smart tariffs work.
Kind regards,
GivEnergy Support
Ortwin My original question to them was the increasing SOC gap when my batteries discharge and what can be done about.
Recalibrate and if that doesn't work then you live with it.
Not a lot else can be done. You can flag the issue but don't expect 1st line support to give you any more than they have.
The email help is actually good for the vast majority of support calls.
Finally a nice GE technician turned up and diagnosed that my GE system profile had incorrect battery information. According to them I have had 4 batteries on my system, despite me only ever having two. He found that their records showed an incorrect serial number on my primary battery which was conflicting with the other battery on someone else's system. I had previously given them pictures of the two battery serial number labels, so not sure why it's taken a year to sort out. Apparently serial numbers can only be changed locally with their service software. So time will tell if it has solved the issue.