Issue 1: Powerwall Offline or Disconnected from Wi-Fi
● What the Customer Sees: The Tesla app displays a “Device Offline” banner, and power flow is grayed out or blank. A Gateway unit may also be making a beeping sound.
● The “Why” (Layman’s Terms): Your Powerwall has lost its connection to the internet. If you changed your router or password, we need to pair your phone directly to the system to give it the new credentials.
● Step-by-Step Phone Instructions:
1. Determine the customer’s hardware model. Note: Gateway 1 only supports 2.4 GHz networks, while Gateway 2 supports both 2.4 GHz and 5 GHz networks.
2. Instruct the customer to stand next to the equipment with their Tesla app open to ‘Settings’ > ‘Configure Wi-Fi’.
3. For Gateway 1: Tap ‘Manually Enter Details’. Use the Gateway serial number (e.g., STG1…) as the password. Press the physical reset button behind the metal door for one second. Accept the prompt to join the ‘TEG-xxx’ Wi-Fi network (where xxx is the last 3 characters of the serial number).
4. For Gateway 2 or Powerwall+: Scan the QR code located behind the glass door (Gateway 2) or at the top of the enclosure (Powerwall+). Press the reset button behind the glass door for one second. Accept the prompt to join the ‘TEG-xxx’ network.
5. For Powerwall 3: Tap ‘Device Offline’ > ‘Powerwall 3’. Open the toggle switch cover on the side. Wait two seconds for the ‘Found Toggle Switch’ prompt on the phone and tap ‘Pair’ to connect via Bluetooth. Toggle the physical switch off and back on.
6. Once connected locally, select the home Wi-Fi network and enter the password. Advise the customer it can take up to 24 hours for missing data to sync.

● ⚠️ CRITICAL SAFETY WARNING: Customers must NEVER open the deadfront cover inside the Backup Gateway or attempt to open the Powerwall unit. Exposed wiring presents a fatal risk of electrical shock. If the connection fails after resetting the Gateway and waiting five minutes, stop troubleshooting and dispatch a technician.

Issue 2: AC Breaker Open or Full System Power Cycle Needed
● What the Customer Sees: The app displays a “Breaker Open” alert. The LED light on the right side (PW2/PW+) or left side (PW3) of the Powerwall is
completely off.
● The “Why” (Layman’s Terms): The safety switch (breaker) tripped to protect the system, or the system has become entirely unresponsive and needs a full reboot, just like a computer.
● Step-by-Step Phone Instructions:
1. Check for any unusual smells, smoke, or signs of heat damage. If safe, we will perform a full power cycle in a specific sequence.
2. Instruct the customer to turn OFF the solar inverter first (if applicable).
3. Turn the Powerwall On/Off switch to the OFF position.
4. For Powerwall 3 only: Turn the integrated DC isolator switch to OFF.
5. Turn OFF the AC breaker to the Powerwall, and then turn OFF the AC breaker to the Gateway.
6. Wait Time: For Powerwall 2 or Powerwall+, wait at least 1 minute. For Powerwall 3, wait at least 1 hour.
7. Turn the AC breakers back ON, turn the Powerwall switch ON, and turn the solar inverter/DC isolator back ON.

● ⚠️ CRITICAL SAFETY WARNING: DO NOT instruct the customer to touch the breaker or panel if there are ANY signs of heat damage, smoke, or burning smell.
ALWAYS instruct the customer to turn off interconnected solar inverters before turning off the Powerwall unit to prevent equipment damage.

Issue 3: System Overloaded or Drained During a Grid Outage
● What the Customer Sees: The app displays “Powerwall Overloaded”, “Waiting for Solar”, or “Waiting for User Input”. The home abruptly loses power during an active outage.
● The “Why” (Layman’s Terms): Your home required more power than the battery could supply at once, so it shut down to protect itself. Alternatively, the battery drained completely and is waiting for the sun to come up to recharge.

● Step-by-Step Phone Instructions:
1. If the app says “Powerwall Overloaded”: Instruct the customer to turn off high-power appliances immediately. The Powerwall will automatically retry to restore power within 2 minutes.
2. If the app says “Waiting for Solar”: The battery dropped below 5% and shut down to save reserve energy. Tell the customer to wait for daylight.
During extended outages, Powerwall will conduct hourly checks until enough solar is available to power the home and charge the battery.
3. If the app says “Waiting for User Input”: The automatic retries failed. Instruct the customer to heavily reduce their home load and manually restart the Powerwall by toggling the physical On/Off switch.

● ⚠️ CRITICAL SAFETY WARNING: NEVER instruct the customer to open the Backup Gateway, manipulate internal breakers, or operate the manual override
switch to bypass the system during an outage unless explicitly directed by Tier 2 Support.

Issue 4: System Disabled via Rapid Shutdown or Side Switch
● What the Customer Sees: The app displays a “Side Switch Off” or “Rapid Shutdown Device Off” alert. The Powerwall LED is off.
● The “Why” (Layman’s Terms): The physical On/Off switch on the Powerwall, or the emergency Rapid Shutdown button on the wall, was switched off, instantly stopping power flow for safety.

● Step-by-Step Phone Instructions:
1. Direct the customer to check the physical toggle switch. Note that on Powerwall+ and Powerwall 2, the switch is on the right side. On Powerwall
3, the switch is on the left side.
2. Note: The Powerwall 3 switch has a locking mechanism; if it is physically locked, it cannot be turned on.
3. Ask the customer to locate the Rapid Shutdown device (a red emergency stop button or separate switch). To reset it and turn the system back on,
instruct them to firmly twist the red button clockwise until it pops back out into the ON position.

● ⚠️ CRITICAL SAFETY WARNING: Do not ask the customer to force any switch if it feels stuck or is locked with a physical padlock. If the Rapid Shutdown device is reset but the system does not resume, stop troubleshooting and escalate.

Issue 5: Inverter Fault / System Disabled (AFCI/GFCI)
● What the Customer Sees: The app displays “Powerwall Disabled” or “Service Required – Fault Detected”. The LED indicator on the Powerwall is flashing red (or flashing rapidly for PW+).
● The “Why” (Layman’s Terms): The system detected an internal electrical safety issue—such as a dangerous electrical arc (AFCI) or ground fault (GFCI) in the solar wiring—and completely shut itself down to prevent a fire.

● Step-by-Step Phone Instructions:
1. Verify the LED behavior. If the LED is flashing red (PW3) or flashing rapidly (PW+), an abnormal inverter fault is present.
2. Inform the customer that an Arc-Fault (AFCI) cannot clear automatically. We must perform a manual reset using remote commands from our end.
3. If the remote reset is unsuccessful, instruct the customer to safely toggle the Powerwall’s external switch to the OFF position.

● ⚠️ CRITICAL SAFETY WARNING: NEVER ask the customer to touch internal wiring or attempt to open the Gateway to investigate solar strings. Ground faults and Arc faults represent active fire and electrocution hazards. Stop troubleshooting immediately and dispatch a field technician.

Issue 6: Backup Switch High Temperature Lockout
● What the Customer Sees: The app displays “Recent Backup Switch Fault”, “Backup Switch Fault”, or “Backup Switch Lockout”.
● The “Why” (Layman’s Terms): The hardware installed behind your utility meter detected unusually high temperatures. It disconnected your home from the grid to allow the equipment to cool down and prevent a potential fire.

● Step-by-Step Phone Instructions:
1. If the alert is “Backup Switch Fault”: Advise the customer the system is currently too hot. If the socket temperature successfully decreases, the system will automatically reconnect to the grid within 30 minutes.
2. If the alert is “Recent Backup Switch Fault”: Inform the customer the system went off-grid for 30 minutes, successfully cooled down, and is back on-grid, but is being monitored.
3. If the alert is “Backup Switch Lockout”: The socket detected high temperatures multiple times and permanently locked itself out for safety. A
technician is required.

● ⚠️ CRITICAL SAFETY WARNING: NEVER instruct the customer to make modifications, inspect, or adjust the Utility Meter or the Backup Switch. Removing the utility meter presents an extreme risk of arc flash and electrocution. Dispatch a technician for any persistent Lockout alerts.