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Escalating early with good evidence is professional; power-cycling for an hour and calling with nothing is not. This page is the line between the two.

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The one-restart rule

For a fault message: power off in the correct order per Isolation & Shutdown, wait 5 minutes, restart once. Same fault back → stop and escalate with the evidence pack below. Repeated power-cycling erases nothing but your diagnostic trail.

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Hard stops — escalate immediately, no second restart

  • Internal-fault codes that survive one restart — Kent M1 E600–E602 class · Kent G3 INI-FAULT / DSP-B-FAULT / GRID-INTF / IGBT-OV-I class.
  • Anything on the gated lists — protection points, firmware, covers beyond the wiring compartment, battery internals: Authorized-Only Actions. [KNB-VAL-01] [KNB-VAL-12]
  • A swollen, leaking, hissing or burnt-smelling pack — isolate if safe, clear the area, straight to Kent: Battery Safety.
  • Any suspicion grid supply reached the Backup port — do not re-energise.
  • BMS silent after cable + selection verified — battery-level case.
  • Chronic out-of-band grid on logged readings — Kent leads the DISCOM route: Grid Fault (Kent M1 · Kent G3).

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The evidence pack Kent service needs

Have this ready before the call — it converts a site visit into a phone fix more often than anything else:
  1. Serial numbers — inverter (and battery packs if battery-related).
  2. Platform and model — e.g. Kent M1 Hybrid Inverter 5 kW / Kent G3 Hybrid Inverter 12 kW.
  3. The exact alarm string, letter-for-letter, with date/time and what the site was doing.
  4. Photos — the display message, the installation, the suspect area. 📷
  5. The settings snapshot from commissioning (photo set or written record).
  6. What you already tried — including the one restart and its result.
  7. Site readings where the flow asked for them — e.g. N–E voltages (Nuisance Tripping: Kent M1 · Kent G3), grid voltage log (Grid Fault: Kent M1 · Kent G3).

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Never, while you wait

  • No protection-point edits, no firmware, no opened covers, no bypassed RCDs.
  • No “temporary” straight comm cable, no jump-charging a dormant pack.
  • No promises to the customer about the cause before Kent has the evidence.

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Common mistakes

  • Ten restarts before the first photo — the trail is gone.
  • Calling with “it shows some error” — the exact string is half the diagnosis.
  • Fixing the symptom (silenced alarm) and leaving the cause (loose termination) for the next visit.