The one-restart rule
For any fault message on either platform: power off in the correct order per Isolation & Shutdown, wait 5 minutes, then restart once. If the same fault returns after that single restart, stop and escalate with the evidence pack below. Repeated power-cycling erases nothing but your diagnostic trail.The one-restart rule applies to fault messages that appear during normal operation. It does not override the hard stops listed below — those require immediate escalation with no second restart.
Hard stops — escalate immediately, no second restart
Stop work and contact Kent service without attempting another restart when you encounter any of the following:Internal fault codes surviving one restart
Kent M1: E600–E602 class · Kent G3: INI-FAULT / DSP-B-FAULT / GRID-INTF / IGBT-OV-I class. These are service-level hardware indicators.
Gated actions attempted or requested
Any action on the gated lists — protection-point changes, firmware updates, covers beyond the wiring compartment, battery internals — requires Kent authorization. See Authorized-Only Actions.
Battery physical hazard signs
A swollen, leaking, hissing, or burnt-smelling pack. Isolate if safe, clear the area, and contact Kent directly. See Battery Safety.
Grid supply suspected on Backup port
Do not re-energise. This is a wiring fault with hardware consequences.
BMS silent after full verification
If the battery BMS stays silent after the cable is verified against the pin card and the battery selection is confirmed correct, this is a battery-level case — not a site fix.
Chronic out-of-band grid on logged measurements
Kent leads the utility-consent and DISCOM route. See Grid Fault.
The evidence pack Kent service needs
Have all seven items ready before you call. This converts a site visit into a phone resolution more often than any other single action.| # | Item | What to include |
|---|---|---|
| 1 | Serial numbers | Inverter serial number; battery pack serial numbers if the issue is battery-related |
| 2 | Platform and model | e.g. Kent M1 Hybrid Inverter 5 kW / Kent G3 Hybrid Inverter 12 kW |
| 3 | Exact alarm string | Letter-for-letter, with date, time, and what the site was doing at the moment |
| 4 | Photos | Display showing the message; the installation; the suspect area 📷 |
| 5 | Settings snapshot | The photo set or written record from commissioning |
| 6 | What you already tried | Including the one restart and its exact result |
| 7 | Site readings | N–E voltages (Nuisance Tripping), grid voltage log (Grid Fault), or any other measurements the triage flow asked for |
Never, while you wait
- No protection-point edits, no firmware changes, no covers opened beyond the wiring compartment, no RCDs bypassed.
- No “temporary” straight comm cable substituted for the labelled crossover cable.
- No attempt to jump-charge a dormant battery pack.
- No promises made to the customer about the cause before Kent has reviewed the evidence.
Common mistakes
| Mistake | Why it matters |
|---|---|
| Ten restarts before the first photo | The diagnostic trail is gone before the call starts |
| Calling with “it shows some error” | The exact alarm string is half the diagnosis |
| Silencing the alarm without fixing the cause | The next visit starts at the same fault with less information |