> ## Documentation Index
> Fetch the complete documentation index at: https://learning.kent.co.in/llms.txt
> Use this file to discover all available pages before exploring further.

# When to Escalate to Kent Service: Hard Stops and Evidence

> The one-restart rule, hard stops that require immediate escalation, the 7-item evidence pack Kent service needs, and what never to do while you wait.

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

## The one-restart rule

For any fault message on either platform: power off in the correct order per [Isolation & Shutdown](/safety/isolation-and-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.

<Note>
  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.
</Note>

## Hard stops — escalate immediately, no second restart

Stop work and contact Kent service without attempting another restart when you encounter any of the following:

<Steps>
  <Step title="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.
  </Step>

  <Step title="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](/safety/authorized-only-actions).
  </Step>

  <Step title="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](/battery/safety).
  </Step>

  <Step title="Grid supply suspected on Backup port">
    Do not re-energise. This is a wiring fault with hardware consequences.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Chronic out-of-band grid on logged measurements">
    Kent leads the utility-consent and DISCOM route. See [Grid Fault](/troubleshooting/grid-fault).
  </Step>
</Steps>

## 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](/troubleshooting/nuisance-tripping)), grid voltage log ([Grid Fault](/troubleshooting/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 |

## Related pages

* [Authorized-Only Actions](/safety/authorized-only-actions)
* [Isolation & Shutdown](/safety/isolation-and-shutdown)
* [Battery Safety](/battery/safety)
* [Grid Fault](/troubleshooting/grid-fault)
* [Nuisance Tripping](/troubleshooting/nuisance-tripping)