Battery goes missing

I have the following system.

• 5KW Gen3 Hybrid Inverter
  -9.5Kwh Gen 3 battery (as primary - bought new in May-25)
  -9.5kwh Gen2 battery (as secondary - bought new in May-23 and took with me when changed house).

System commissioned in May-25. Since then, twice, primary battery has been lost but secondary worked fine.

The first time system recovered by itself after 1st overnight charge, 2nd time someone from GE helped me through a facebook forum.
When this happens I can see in log battery capacity changing from 372Ah to 186Ah, but obviously I cannot revert this change through portal or app.
Is there anything that I can do to avoid this?

Hey,
First question would be is how are these connected to the internet?

WiFi / Lan / power line / repeaters etc.

Poor connectivity to one would be my guess but pinpointing where even if it's something as little as the power line for the 2nd has lower WiFi strength due to having a battery between it and the router.

Have you checked the logs in the web version under the portal under
Inverters-inverter-remote control-jump to logs at bottom.

First things to help diagnose

Thanks
Bob

I have a 5Kw gen 2 inverter and two 9.5Kw batteries. When I go to the battery graph page in the android app and click on more information I quite often can only see the secondary battery. However the app shows the correct SOC. I have contacted GE technical about this several times but as yet not got any correspondence from them.

Are battery BMS cables correctly plugged into the inverter. (I don't know how twin batteries connect).
Have you tried turning off the batteries (press and hold button high on RHS and let go - should beep and go off).
Turn off any battery isolators so batteries fully shut down.
Leave for 30s or so and turn back on. Hopefully this will reboot the batteries

My gen 2 inverter has the batteries connected in series.

Ortwin
Are there 2 BMS cables connected? In series, or just 1st battery?
If a single BMS does the inverter "see" the 2 batteries as a single large battery twice the size?

The second is plugged into the first and then another cable goes to the inverter.
I lost my secondary battery when it was installed due to it having a different version of software. It went flat and I had to get it recovered (charged independently and software updated). Multiple times a day I loose the primary battery information on the app. However it does see it as one large battery on the portal.
Have you checked that the batteries have been set as primary and secondary?