SkyBox Troubleshooting guide - Victron

You can use this guide when troubleshooting a SkyBox to try and figure out the cause of a problem. Do not use this guide if the customer is asking about monitoring, as a full system reset is usually not required for monitoring connections

1. Identify the issue - ask the customer what they are experiencing. 

2. Ask the customer if they can see any error codes. Note any error codes down

3. Suggest a system reset, as this fixes alot of problems with the SkyBox - walk the customer through this guide or send it to them https://skyenergy.zendesk.com/hc/en-us/articles/23209669495565-Resetting-a-SkyBox

After a system reset, ask the customer if the system is now working.

If Yes, great work, let them know if the problem comes back to give us a call for further investigation.

If NO, we will need to do more troubleshooting to find the reason.

If the customer responded yes to having an error code, this is the easiest place to start. This allows us to go straight to the faulty item and see if we can do troubleshooting.

Victron has numerous error codes, which can mean different things. Use this guide to identify and explain to the customer what the issue is:

https://www.victronenergy.com/live/ve.bus:ve.bus_error_codes

At this point, it might be necessary to escalate the issue to level 2