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TECH SUPPORT & WARRANTY

 
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TROUBLESHOOTING YOUR PURCHASE

Specialised information for your purchase will appear here.

Enter your order and product details to update this section with troubleshooting and frequently asked questions tailored to your purchase.

Can I exchange my item for another item?

You may return the item if it's eligible. Once returned and checked, we can go ahead and issue a refund so you may purchase the item you'd like.

Can I return my item?

We accepts returns as long as the order was made within 60 days, item is unused, in its original packaging with all accessories and in re-saleable condition.

Does my solar panel work with cloudy weather or shade?

As indicated in our listing, VoltX solar panels are shade tolerant. It does have bypass diodes that essentially provide an alternate path for the current to take if one or more 'strings' of solar cells are shaded. It simply provides a 'bypass' around the string that is affected by shading. Your panel will still provide some output if obstructed or shaded.

Does my solar panel work with cloudy weather or shade?

As indicated in our listing VoltX solar panels are shade tolerant. It does have bypass diodes that essentially provide an alternate path for the current to take if one or more 'strings' of solar cells are shaded. It simply provides a 'bypass' around the string that is affected by shading. Your panel will still provide some output if obstructed or shaded.

Does my solar panel work with cloudy weather or shade?

As indicated in our listing VoltX solar panels are shade tolerant. It does have bypass diodes that essentially provide an alternate path for the current to take if one or more 'strings' of solar cells are shaded. It simply provides a 'bypass' around the string that is affected by shading. Your panel will still provide some output if obstructed or shaded.

Does my solar panel work with cloudy weather or shade?

As indicated in our listing VoltX solar panels are shade tolerant. It does have bypass diodes that essentially provide an alternate path for the current to take if one or more 'strings' of solar cells are shaded. It simply provides a 'bypass' around the string that is affected by shading. Your panel will still provide some output if obstructed or shaded.

Does my solar panel work with cloudy weather or shade?

As indicated in our listing VoltX solar panels are shade tolerant. It does have bypass diodes that essentially provide an alternate path for the current to take if one or more 'strings' of solar cells are shaded. It simply provides a 'bypass' around the string that is affected by shading. Your panel will still provide some output if obstructed or shaded.

Does my solar panel work with cloudy weather or shade?

As indicated in our listing VoltX solar panels are shade tolerant. It does have bypass diodes that essentially provide an alternate path for the current to take if one or more 'strings' of solar cells are shaded. It simply provides a 'bypass' around the string that is affected by shading. Your panel will still provide some output if obstructed or shaded.

Does my solar panel work with cloudy weather or shade?

As indicated in our listing VoltX solar panels are shade tolerant. It does have bypass diodes that essentially provide an alternate path for the current to take if one or more 'strings' of solar cells are shaded. It simply provides a 'bypass' around the string that is affected by shading. Your panel will still provide some output if obstructed or shaded.

Does my solar panel work with cloudy weather or shade?

As indicated in our listing VoltX solar panels are shade tolerant. It does have bypass diodes that essentially provide an alternate path for the current to take if one or more 'strings' of solar cells are shaded. It simply provides a 'bypass' around the string that is affected by shading. Your panel will still provide some output if obstructed or shaded.

Does my solar panel work with cloudy weather or shade?

As indicated in our listing VoltX solar panels are shade tolerant. It does have bypass diodes that essentially provide an alternate path for the current to take if one or more 'strings' of solar cells are shaded. It simply provides a 'bypass' around the string that is affected by shading. Your panel will still provide some output if obstructed or shaded.

Does my solar panel work with cloudy weather or shade?

As indicated in our listing VoltX solar panels are shade tolerant. It does have bypass diodes that essentially provide an alternate path for the current to take if one or more 'strings' of solar cells are shaded. It simply provides a 'bypass' around the string that is affected by shading. Your panel will still provide some output if obstructed or shaded.

How can I get help with my item?

We have trained specialists that can help you out with your item. You may need advice on how to use the item, need help with troubleshooting or might be experiencing a fault with the item. If so, please fill out the form with as many details as possible and we'll help you out from there.

How can I get help with my item?

We have trained specialists that can help you out with your item. You may need advice on how to use the item, need help with troubleshooting or might be experiencing a fault with the item. If so, please fill out the form with as many details as possible and we'll help you out from there.

How do I check if my regulator is working?

Here are a few things that we need to check:

  1. The battery voltage may be too low to operate properly. Please make sure that the battery is at least 10V.
  2. Make sure that the positive and negative poles are connected correctly.
  3. Check whether the screw of the controller is loose.
  4. Check whether the cable between the controller and the battery is not broken.
  5. Check the voltage directly from the solar panel and not after the controller.
How do I check if my regulator is working?

Here are a few things that we need to check:

  1. The battery voltage may be too low to operate properly. Please make sure that the battery is at least 10V.
  2. Make sure that the positive and negative poles are connected correctly.
  3. Check whether the screw of the controller is loose.
  4. Check whether the cable between the controller and the battery is not broken.
  5. Check the voltage directly from the solar panel and not after the controller.
How do I check if my regulator is working?

Here are a few things that we need to check:

  1. The battery voltage may be too low to operate properly. Please make sure that the battery is at least 10V.
  2. Make sure that the positive and negative poles are connected correctly.
  3. Check whether the screw of the controller is loose.
  4. Check whether the cable between the controller and the battery is not broken.
  5. Check the voltage directly from the solar panel and not after the controller.
How do I check if my regulator is working?

Here are a few things that we need to check:

  1. The battery voltage may be too low to operate properly. Please make sure that the battery is at least 10V.
  2. Make sure that the positive and negative poles are connected correctly.
  3. Check whether the screw of the controller is loose.
  4. Check whether the cable between the controller and the battery is not broken.
  5. Check the voltage directly from the solar panel and not after the controller.
How do I check if my regulator is working?

Here are a few things that we need to check:

  1. The battery voltage may be too low to operate properly. Please make sure that the battery is at least 10V.
  2. Make sure that the positive and negative poles are connected correctly.
  3. Check whether the screw of the controller is loose.
  4. Check whether the cable between the controller and the battery is not broken.
  5. Check the voltage directly from the solar panel and not after the controller.
How do I check if my regulator is working?

Here are a few things that we need to check:

  1. The battery voltage may be too low to operate properly. Please make sure that the battery is at least 10V.
  2. Make sure that the positive and negative poles are connected correctly.
  3. Check whether the screw of the controller is loose.
  4. Check whether the cable between the controller and the battery is not broken.
  5. Check the voltage directly from the solar panel and not after the controller.
How do I check if my regulator is working?

Here are a few things that we need to check:

  1. The battery voltage may be too low to operate properly. Please make sure that the battery is at least 10V.
  2. Make sure that the positive and negative poles are connected correctly.
  3. Check whether the screw of the controller is loose.
  4. Check whether the cable between the controller and the battery is not broken.
  5. Check the voltage directly from the solar panel and not after the controller.
How do I check if my regulator is working?

Here are a few things that we need to check:

  1. The battery voltage may be too low to operate properly. Please make sure that the battery is at least 10V.
  2. Make sure that the positive and negative poles are connected correctly.
  3. Check whether the screw of the controller is loose.
  4. Check whether the cable between the controller and the battery is not broken.
  5. Check the voltage directly from the solar panel and not after the controller.
How do I check if my regulator is working?

Here are a few things that we need to check:

  1. The battery voltage may be too low to operate properly. Please make sure that the battery is at least 10V.
  2. Make sure that the positive and negative poles are connected correctly.
  3. Check whether the screw of the controller is loose.
  4. Check whether the cable between the controller and the battery is not broken.
  5. Check the voltage directly from the solar panel and not after the controller.
How do I check if my regulator is working?

Here are a few things that we need to check:

  1. The battery voltage may be too low to operate properly. Please make sure that the battery is at least 10V.
  2. Make sure that the positive and negative poles are connected correctly.
  3. Check whether the screw of the controller is loose.
  4. Check whether the cable between the controller and the battery is not broken.
  5. Check the voltage directly from the solar panel and not after the controller.
How do I get an optimum charge for my solar panel?

Place your solar panel in the sunlight perpendicular to the direction of the sun's rays. If you're not able to move your panels throughout the day, the best option is to place your panels facing north at a 45% angle.

How do I get an optimum charge for my solar panel?

Place your solar panel in the sunlight perpendicular to the direction of the sun's rays. If you're not able to move your panels throughout the day, the best option is to place your panels facing north at a 45% angle.

How do I get an optimum charge for my solar panel?

Place your solar panel in the sunlight perpendicular to the direction of the sun's rays. If you're not able to move your panels throughout the day, the best option is to place your panels facing north at a 45% angle.

How do I get an optimum charge for my solar panel?

Place your solar panel in the sunlight perpendicular to the direction of the sun's rays. If you're not able to move your panels throughout the day, the best option is to place your panels facing north at a 45% angle.

How do I get an optimum charge for my solar panel?

Place your solar panel in the sunlight perpendicular to the direction of the sun's rays. If you're not able to move your panels throughout the day, the best option is to place your panels facing north at a 45% angle.

How do I get an optimum charge for my solar panel?

Place your solar panel in the sunlight perpendicular to the direction of the sun's rays. If you're not able to move your panels throughout the day, the best option is to place your panels facing north at a 45% angle.

How do I get an optimum charge for my solar panel?

Place your solar panel in the sunlight perpendicular to the direction of the sun's rays. If you're not able to move your panels throughout the day, the best option is to place your panels facing north at a 45% angle.

How do I get an optimum charge for my solar panel?

Place your solar panel in the sunlight perpendicular to the direction of the sun's rays. If you're not able to move your panels throughout the day, the best option is to place your panels facing north at a 45% angle.

How do I get an optimum charge for my solar panel?

Place your solar panel in the sunlight perpendicular to the direction of the sun's rays. If you're not able to move your panels throughout the day, the best option is to place your panels facing north at a 45% angle.

How do I get an optimum charge for my solar panel?

Place your solar panel in the sunlight perpendicular to the direction of the sun's rays. If you're not able to move your panels throughout the day, the best option is to place your panels facing north at a 45% angle.

How do I properly maintain my spa?

For maintaining the spa, you can get detailed information from your local pool store. Below is a basic overview and may vary depending on your needs/use/water source:

What you will need and why:

  • Bromine for sanitising the spa and keeping it fresh (works similar to chlorine, however more stable in the warmer waters of a spa).
  • pH Balancing to avoid skin/eye irritations and to avoid the risk of damaging the spa equipment, i.e. heating elements, pump seals and the internal works (Need a pH Kit, or more specifically: Testing Device / Testing strips + Sodium Carbonate + Sodium Bisulphate)
  • Spa shock treatment. These are non-chlorine treatments that eliminate odours and reduce irritating contaminants.
  • Calcium booster. This is to control the 'hardness' of the water and avoid damaging equipment or scale build up.

The above items can be purchased from Bunnings, or a local pool store.

What to do:

  • Test the water weekly (or more often if the spa is used regularly) using a testing device or testing strips.
  • Generally you only need to add treatment into the pool/spa when needed, there are no set time-frames for adding treatments.
  • Bromine levels should be between 3-5ppm.
  • pH levels should be between 7.4 and 7.6. Any reading below 7.4 means your water is acidic. To correct this you would add pH Up (sodium carbonate). If the pH reading is above 7.6, it means the water is basic or alkaline. To bring the pH level down you would use pH Down (Bisulphate).
  • Total alkalinity is also important and should be between 80-120pm.
  • Test the waters 'hardness' which should be between 100-250ppm. If it is below 100ppm add calcium booster. If it is over 250ppm there is no known way of lowering it using chemicals.

Do not use salts as they aren't suitable for these spas.

How I can return my item?

We accepts returns as long as the order was made within 60 days, item is unused, in its original packaging with all accessories and in re-saleable condition.

How to restore your battery's BMS.

Follow the steps below to restore the battery's BMS.

If your battery cuts out on a low voltage, immediately disconnect the load - low voltage cut-off device strongly recommended at 9.5V.

  1. Put aside the battery for 30mins after you disconnect the load, check whether the battery voltage is normal and able to hold a charge
  2. If the battery voltage is still lower than 10V and can not hold a charge, the battery can be activated by below two ways:



    i. Use the charger with a 0 (Zero) volt charging function (it can charge the battery starting from 0 volts) to charge the battery. After fully charged, the battery can be used normally



    ii. Use another 12V battery (any type) with charge to connect in parallel with the battery and start to charge the battery. Once it detects charge, you can disconnect it from the parallel connection. After that, fully charge the battery and it can be used normally.
I don't see any spark with my generator.

There could be an issue with different parts of the spark system. The 8 steps below will help determine the problem for a quicker resolution.

  1. Disconnect the spark plug lead. Then, clean the area around the spark plug to avoid getting debris in the combustion chamber when you remove the plug.
  2. Remove the spark plug using a spark plug socket.
  3. Note if the plug is wet with fuel and report this to us.
  4. Clean light deposits from the plug with a wire brush and if possible spray-on plug cleaner.
  5. Inspect the spark plug for very stubborn deposits, or for cracked porcelain or electrodes that have been burnt away. If any of these conditions exist, replace the spark plug.
  6. Check the spark plug gap and adjust as necessary. The nodes should not be touching, however should also not be too far apart.
  7. Replace all parts and try starting the generator.
  8. The video in this link will show how to perform a spark test which will show if there is any power going to the spark plug.

    https://www.youtube.com/watch?v=4AwB_0fqruY
I'm getting an E02 Error on my spa, what do I do?

An E02 is usually a quick fix:

  1. Take off both the filter housing and run the pump on filter or heat modes. If it doesn't trigger the E02 then it means the filter cartridge in the housing was too dirty and will need replacing. If running it without the filter housing still triggers the E02 then please proceed to the next step.
  2. Please attach stopper caps to the spa and disconnect the spa pump from the spa. Check for kinks in all hoses, notably hose B at the bottom for any kinks. Often kinks are formed due to the pressure of the water and the air engulfing the hose. The hose can be partially kinked only to cause the E02. In this case please un-kink the hose or use a plastic tube (plumbers tube) to wrap the hose to prevent kinks forming again.
  3. Try resetting the pump. Reset can be found here: http://prntscr.com/q6unc6
  4. If E02 persists, please connect the pump to the spa again and take off the stopper caps. Place one hand over the outlet and press Heat. In the split second before the pump goes into E02 please verify and let us know if any water movement is detected from the outlet?
  5. If the steps above didn't work or you have any further tech queries, please contact contact us and we will assist further.
My generator is not starting.

Please check the items below as it usually resolves the issue.

  • Check the oil level: running your machine on low engine oil will lead to low compression, which will result in making the engine hard to start or not start at all.
  • Check the fuel cap: if the gas cap is not venting correctly, it will make your fuel tank vapor lock, causing the engine to stop running. Test the gas cap by loosening it and starting the engine. If the engine continues to run, the fuel cap is not venting correctly. The fuel cap will need to be replaced to fix this problem.
  • Check the fuel system: drain the gas from the tank and inspect the fuel line for any cracks or damage. If the line looks cracked or worn, replace it. After replacing the line, add fresh fuel and try to start the engine.
  • Check the carburetor: the carburetor regulates how air and fuel move through the engine to power your equipment. If it is dirty, that can cause poor engine performance or starting problems.
  • Check the ignition coil: if the engine is hard to start the ignition coil might be defective. All small engines have an ignition coil. The coil is the device that provides spark for the spark plug. If the coil is bad, power won't get to the plug.
My generator revs up & down.

The generator can be louder in the beginning until it has been run-in. Please run the generator and use it while it's in run-in stages. You can plug in appliances while running.

Generally, it takes around 3-4 tanks of fuel over a period of 25-30 hours to have the machine completely run in. Please ensure the servicing is also followed as that will be imperative for the run-in.

My generator runs but has no power.

This is usually caused by the connections. Please take the front panel off and check the connections at the back to ensure they're all plugged in tightly.

My generator shuts off when the choke is off.

There's a black switch next to the choke that controls the speed of the motor. Can you hold onto it while turning off the choke? If the generator will stay on while pressing that switch, the conclusion is that there is a problem with a spring that holds onto what is called the governor switch. Please contact us with the results if you're still having issues.

My generator starts then stops.

Oil and fuel are the correct grades required.

  1. Ensure all servicing has been completed, as instructed in the user manual.
  2. Ensure the fuel hoses are connected snugly and not leaking, kinked or broken.
  3. All filters are clean.
  4. Ensure the fuel cap valve is not blocked, try unscrewing the cap loose while running to temporarily allow more air in.
My item is no longer within warranty and I'm having issues with the item. What can I do?

Don't worry, we got you covered! There are a couple of support options you can choose from based on the information you provide like technical troubleshooting, senior technician repair for a small amount, or parts replacement at a highly discounted amount. Please tell us more about it by filling out the form.

My new generator is not starting.

For new generators, we do recommend that after filling it up with petrol, wait at least minutes before you try and start it. This will allow the petrol to flow into the carburetor

If this does not work, here are a few things that you need to check:

  1. Ensure the fuel tank is full

    http://prntscr.com/r3udvk
  2. With the main fuel switch in the ""ON"" position, remove the fuel hose shown in the image below

    http://prntscr.com/r3ue5z
  3. Drain the fuel from the hose

    http://prntscr.com/r3uejb
  4. Put the hose back to the carburetor and pull the cord 10-20 times. The aim to for the fuel to flow into the carburetor and not to start the generator. Wait another 10 mins before you try to start it

    http://prntscr.com/r3ufcw
My solar panel has low to no output.

Please note that it is very common for the solar panel to appear faulty when it is actually working as intended. Here's how to check:

  1. First, please make sure you are not testing the output directly from the regulator with any voltmeter or multimeter, the regulator is a smart device and will only provide stable output to a battery. The easiest way to test the output is to measure the battery voltage when the battery is slightly run down. Then leave the solar panel in direct, bright sunlight connected to a battery (with no appliance load connected) for several hours. The battery voltage should increase accordingly. If it does, that means that the product is working fine.
  2. Check to ensure that the battery voltage is not less than 8V. If the battery voltage is less than 8V, the panel can not provide output.
  3. Make sure that the connections are tight between solar to regulator and regulator to battery.
My solar panel has low to no output.

Please note that it is very common for the solar panel to appear faulty when it is actually working as intended. Here's how to check:

  1. First, please make sure you are not testing the output directly from the regulator with any voltmeter or multimeter, the regulator is a smart device and will only provide stable output to a battery. The easiest way to test the output is to measure the battery voltage when the battery is slightly run down. Then leave the solar panel in direct, bright sunlight connected to a battery (with no appliance load connected) for several hours. The battery voltage should increase accordingly. If it does, that means that the product is working fine.
  2. Check to ensure that the battery voltage is not less than 8V. If the battery voltage is less than 8V, the panel can not provide output.
  3. Make sure that the connections are tight between solar to regulator and regulator to battery.
My solar panel has low to no output.

Please note that it is very common for the solar panel to appear faulty when it is actually working as intended. Here's how to check:

  1. First, please make sure you are not testing the output directly from the regulator with any voltmeter or multimeter, the regulator is a smart device and will only provide stable output to a battery. The easiest way to test the output is to measure the battery voltage when the battery is slightly run down. Then leave the solar panel in direct, bright sunlight connected to a battery (with no appliance load connected) for several hours. The battery voltage should increase accordingly. If it does, that means that the product is working fine.
  2. Check to ensure that the battery voltage is not less than 8V. If the battery voltage is less than 8V, the panel can not provide output.
  3. Make sure that the connections are tight between solar to regulator and regulator to battery.
My solar panel has low to no output.

Please note that it is very common for the solar panel to appear faulty when it is actually working as intended. Here's how to check:

  1. First, please make sure you are not testing the output directly from the regulator with any voltmeter or multimeter, the regulator is a smart device and will only provide stable output to a battery. The easiest way to test the output is to measure the battery voltage when the battery is slightly run down. Then leave the solar panel in direct, bright sunlight connected to a battery (with no appliance load connected) for several hours. The battery voltage should increase accordingly. If it does, that means that the product is working fine.
  2. Check to ensure that the battery voltage is not less than 8V. If the battery voltage is less than 8V, the panel can not provide output.
  3. Make sure that the connections are tight between solar to regulator and regulator to battery.

GENERAL PRODUCT HELP

How can I get help with my item?

We have trained specialists that can help you out with your item. You may need advice on how to use the item, need help with troubleshooting or might be experiencing a fault with the item. If so, please fill out the form with as many details as possible and we'll help you out from there.

What happens if my item is faulty?

If your item is still within warranty and troubleshooting has been done, we'll surely provide you with a remedy! Please fill out the form so we can get more details.

Where can I get my item repaired/serviced?

We have a returns warehouse is located Silverwater, NSW. Please contact us to determine if the item needs to be sent in for repair.

Can I return my item?

We accepts returns as long as the order was made within 60 days, item is unused, in its original packaging with all accessories and in re-saleable condition.

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