Troubleshooting; Technical Support - Tesla Powerwall 2 AC Manual Del Propietário

Troubleshooting

If the system is not working correctly, perform the following steps.
CAUTION: Powerwall and the Gateway are not user-serviceable and must be repaired by
a Tesla Certified Installer.
• Check the LED on the right side of Powerwall to determine its status:
LED State
On (solid)
On (flashing)
On (pulsing)
Off
•
If it is not possible to communicate with the Gateway through the Tesla app, ensure that
the home Internet connection is working.
• If the Gateway and Powerwall are both unresponsive:
1. Turn off Powerwall by setting its switch to the OFF position.
2. Turn off the AC breakers for the system (Gateway and Powerwall).
3. Wait for at least one minute.
4. Turn the AC breakers back on.
5. Turn on Powerwall.
NOTE: The Gateway is capable of withstanding voltage surges up to 1 kV (measured between
line and ground or neutral and ground). If an event (such as a lightning strike) exceeds this
threshold and causes the system to become unresponsive or the Tesla app to lose
communication with the system, do the following:
1. Turn off Powerwall.
2. Turn off the AC breakers to the Gateway and Powerwall.
3. Contact Tesla Support for assistance.

Technical Support

If you need further assistance, contact the Tesla Service team at the support phone number
for your region. Support numbers for all regions are available at:
https://www.tesla.com/support/powerwall
Have the following information available when contacting Tesla:
•
Owner name
• Best way for Tesla to contact you (name, phone number, email)
• Gateway and Powerwall serial numbers (see #6 "System Information")
• Brief description of the issue
Indication
Powerwall enabled/Communication with the Gateway
Powerwall enabled/No communication with the Gateway
Powerwall enabled and charging or discharging
Powerwall not enabled or switched off
7