Dear FranklinWH Installation Partners,
We're aware that some of you are experiencing an issue during commissioning where you receive the error "aPower PE Protocol Mismatch Fault.” This is caused by a software mismatch between the aGate and aPower, and we are working to correct this. It is not a hardware problem.
We understand the inconvenience this may cause and are actively working on a software package update to automatically resolve this.
Immediate Steps:
- Continue with system commissioning: Perform the typical commissioning activities as you would normally. The system will not charge or discharge until the firmware upgrade is complete, but this can be performed remotely.
- Report the Issue: Please submit a ticket to service@franklinwh.com. Include "aPower PE Protocol Mismatch Fault" in the subject of the email.
- Include Serial Number: Make sure to include the serial number of your affected aGate unit.
What Happens Next:
- Once we receive your ticket, we will add your unit to our hourly firmware upgrade list.
- You will be notified via email once the upgrade is complete.
Additional Information:
- No special tools or settings are required on your end.
- There are no safety concerns related to this issue.
We appreciate your patience as we work to resolve this issue. We thank you for your efforts and apologize to our customers for the delay
Best regards,
FranklinWH Customer Service Team