<div dir="ltr"><div>Thanks for all of your responses.</div><div><br></div><div>Jason, </div><div>I appreciate your strategy of preparing system owners for inverter replacement ahead of time. I can understand how that would make the process less unpleasant.for all involved.</div><div><br></div><div>Sam and Harry,</div><div>I did use the SMA support system, but it didn't work for me. I have a ticket number that was passed along to me by the system owner. Upon calling SMA I encountered an automated service that asked me to enter the ticket number. I did so and the automated service responded with a message that basically said the TL was old and no longer eligible for support. It also stated that an email with more detail would be forthcoming. As of the following day, no email had arrived which left the system owner and myself at a bit of a loss for how to best proceed. </div><div><br></div><div>Anyway, I sure appreciate the help from the Wrenches list. Thanks for taking time to share what you know.</div><div><br></div><div>-Matt</div></div><br><div class="gmail_quote gmail_quote_container"><div dir="ltr" class="gmail_attr">On Fri, Jun 26, 2026 at 6:00 AM Jason Szumlanski via RE-wrenches <<a href="mailto:re-wrenches@lists.re-wrenches.org">re-wrenches@lists.re-wrenches.org</a>> wrote:<br></div><blockquote class="gmail_quote" style="margin:0px 0px 0px 0.8ex;border-left:1px solid rgb(204,204,204);padding-left:1ex"><div dir="ltr"><div dir="ltr"><div><div class="gmail_default" style="font-family:arial,helvetica,sans-serif">Harry,</div><div class="gmail_default" style="font-family:arial,helvetica,sans-serif"><br></div><div class="gmail_default" style="font-family:arial,helvetica,sans-serif">I don't think you can call into SMA <span style="border-style:none;background:none">at all anymore without setting up a case online first</span> and providing a case number to the phone robot. It's really annoying. That's not good customer service. That's unnecessary hoops for installers to jump through. I really wish SMA would rethink this process.</div></div><div class="gmail_default" style="font-family:arial,helvetica,sans-serif"><br></div><div class="gmail_default" style="font-family:arial,helvetica,sans-serif">With that said, after the hassle they put you through just to talk to a human, the tech support I have received recently has been competent, and warranty diagnostics are not particularly onerous.</div><div class="gmail_default" style="font-family:arial,helvetica,sans-serif"><br></div><div class="gmail_default" style="font-family:arial,helvetica,sans-serif"><span style="border-style:none;background:none">On</span> the issue, that is almost definitely an internal intermittent component fault associated with heat. SMA tech support isn't likely to provide actionable out-of-warranty support for that in the field. <span style="border-style:none;background:none">A replacement board or</span> repair probably won't be worth the effort. You're likely looking at replacement. Ask tech support if they have an out-of-warranty replacement discount option in this case. You might be able to get a refurbished or updated unit at a discount if you return the faulty unit.</div><div><div dir="ltr" class="gmail_signature"><div dir="ltr"><div><br></div><div><div class="gmail_default" style="font-family:arial,helvetica,sans-serif">I have been telling clients for many years to *expect* inverter replacement just outside of the warranty period. I want my clients <span style="border-style:none;background:none">budgeting</span> for this scenario. <span style="border-style:none;background:none">It has really cut down on</span> the awkwardness and friction in these repair-or-replace scenarios.</div><br></div><div><br>Jason Szumlanski<br>Principal Solar Designer | Florida Solar Design Group<br>NABCEP Certified Solar Professional (PVIP)<br>Florida State Certified Solar Contractor CVC56956<br>Florida Certified Electrical Contractor EC13013208<br></div><div><br></div><div><br></div></div></div></div><br></div><br><div class="gmail_quote"><div dir="ltr" class="gmail_attr">On Thu, Jun 25, 2026 at 6:56 PM Harry Mahon via RE-wrenches <<a href="mailto:re-wrenches@lists.re-wrenches.org" target="_blank">re-wrenches@lists.re-wrenches.org</a>> wrote:<br></div><blockquote class="gmail_quote" style="margin:0px 0px 0px 0.8ex;border-left:1px solid rgb(204,204,204);padding-left:1ex"><div>
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<p class="MsoNormal">Matt - Echoing Sam’s comments – have you created a case for this system on the Online Service Center(OSC) -
<a href="https://my.sma-service.com/" target="_blank">https://my.sma-service.com/</a> ?<u></u><u></u></p>
<p class="MsoNormal"><u></u> <u></u></p>
<p class="MsoNormal">This is now the best way to track and resolve SMA Service cases. (If you need to call in, it is best to have a case number when you call – you can create a case at any time on the OSC, so do this prior to site visit if you suspect you will
need to call from site)<u></u><u></u></p>
<p class="MsoNormal"><u></u> <u></u></p>
<p class="MsoNormal">If you do not have an OSC account, you will be asked to create an SMA ID first (a single login that is used now to log into Sunny Design, Sunny Portal and the OSC).
<u></u><u></u></p>
<p class="MsoNormal">ENSURE that if you are migrating an old Sunny Design/Sunny Portal login to an SMA ID or creating an SMA ID fresh, that you select a COMPANY account not a PERSONAL account. This will flag for Service if you are an installer/O&M person vs
system owner. <u></u><u></u></p>
<p class="MsoNormal">If you have an OSC account, but have not migrated the login to an SMA ID yet, you will have already designated your OSC account as personal or company, so the account type will carry over to your SMA ID when you migrate your old login to
an SMA ID.<u></u><u></u></p>
<p class="MsoNormal">The first company user to create an SMA ID will be an admin for all SMA ID’s for your company – you can send invites from the SMA ID dashboard for other employees to create SMA IDs. Creating SMA IDs this way will link all these accounts
on the OSC – all company service tickets will be visible on the OSC dashboard. This OSC knowledge article has more info on the Company SMA ID process:<u></u><u></u></p>
<p class="MsoNormal"><a href="https://my.sma-service.com/s/article/SMA-ID-Registration-of-Company-Account?language=en_US" target="_blank">SMA ID Registration of Company Account</a><u></u><u></u></p>
<p class="MsoNormal"><u></u> <u></u></p>
<p class="MsoNormal">Is this specific inverter equipped with a comms module/registered to Sunny Portal? Definitely that can help with troubleshooting. The SWDM-US-10 accessory module that allows the SB TL-US-10 line to connect to home router (via Ethernet only,
no WiFi option) is available through distribution if retrofit is desired (this was brought back as it has been very popular for homeowners with old SunPower branded SB TL-US-10s trying to re-establish monitoring outside of SunPower.<u></u><u></u></p>
<p class="MsoNormal"><u></u> <u></u></p>
<p class="MsoNormal">Best regards – <u></u><u></u></p>
<p class="MsoNormal">Mike<u></u><u></u></p>
<p class="MsoNormal"><u></u> <u></u></p>
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<b>Michael Mahon</b> (he/him)<b><br>
</b>Manager of Solar Academy | SMA America<u></u><u></u></p>
<p class="MsoNormal">+1 916 918 9412<u><br>
</u><a href="https://www.sma-america.com/" target="_blank">SMA America</a> | <a href="https://solaracademy.sma.de/en/" target="_blank">
Solar Academy</a> | <a href="https://www.youtube.com/playlist?list=PLoiOll7F4i-_Wc4JVN8ga2x2vxc8xews_" target="_blank">
TechTip Channel</a> | <a href="https://solaracademy.sma.de/en/courses.html?filter%5b1%5d=English&filter%5b2%5d=United%20States" target="_blank">
Upcoming Academy Trainings</a><u></u><u></u></p>
<p class="MsoNormal"><a href="https://www.sma-america.com/products/hybrid-inverters/sunny-boy-smart-energy#c82576" target="_blank"><span style="color:windowtext;text-decoration:none"><img border="0" width="630" height="160" style="width: 6.5625in; height: 1.6666in;" id="m_-7599716578177927442m_4055719798918666423Picture_x0020_1691337899" src="cid:ii_19f03449d974ce8e91"></span></a><u></u><u></u></p>
<p class="MsoNormal">This email and any attachments thereto may contain SMA America, LLC confidential, privileged and private material for the sole use of the intended recipient. Any review, copying, or distribution of this email (or any attachments thereto)
by others is strictly prohibited. If you are not the intended recipient, please contact the sender immediately and permanently delete the original and any copies of this email and any attachments thereto. Thank you.<u></u><u></u></p>
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<p class="MsoNormal"><b><span style="font-size:11pt;font-family:Calibri,sans-serif">From:</span></b><span style="font-size:11pt;font-family:Calibri,sans-serif"> RE-wrenches <<a href="mailto:re-wrenches-bounces@lists.re-wrenches.org" target="_blank">re-wrenches-bounces@lists.re-wrenches.org</a>>
<b>On Behalf Of </b>Sam Haraldson via RE-wrenches<br>
<b>Sent:</b> Thursday, June 25, 2026 7:24 AM<br>
<b>To:</b> RE-wrenches <<a href="mailto:re-wrenches@lists.re-wrenches.org" target="_blank">re-wrenches@lists.re-wrenches.org</a>><br>
<b>Cc:</b> Sam Haraldson <<a href="mailto:sam@onsiteenergyinc.com" target="_blank">sam@onsiteenergyinc.com</a>><br>
<b>Subject:</b> Re: [RE-wrenches] SMA 6304 Error Code on 5000TL-US-22<u></u><u></u></span></p>
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<p class="MsoNormal">Matt,<br>
<br>
How diligent have you been with SMA tech support? I know they have three levels of support and can elevate cases to an engineering team at their HQ beyond that. If you haven't yet, formally file a support ticket and then call the service line. Prepare to
tell the same story you've probably already told to the level I technician and if they run out of answers ask to be elevated to level II. From there, continue asking questions. They should then inform you that they will take the issue offline to their behind-the-scenes
team and work with you via email through their support ticket system. SMA has really stepped up its installer support process recently and it provides qualified installers a far easier and fluid process.<u></u><u></u></p>
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<p class="MsoNormal"><u></u> <u></u></p>
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<p class="MsoNormal">Cheers,<u></u><u></u></p>
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<p class="MsoNormal" style="margin-bottom:12pt">Sam<u></u><u></u></p>
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<p class="MsoNormal"><a href="https://onsiteenergyinc.com/" target="_blank"><span style="font-family:Tahoma,sans-serif;border:1pt windowtext;padding:0in;text-decoration:none"><img border="0" width="60" height="60" style="width: 0.625in; height: 0.625in;" id="m_-7599716578177927442m_4055719798918666423_x0000_i1025" src="https://cdn.prod.website-files.com/675cb4f269e8da457106c938/67acde8cf274634235411bdd_email-sig-logo-onsite-energy.png" alt="OnSite Energy"></span></a><span style="font-family:Tahoma,sans-serif"><u></u><u></u></span></p>
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<p class="MsoNormal"><b><span style="color:rgb(81,76,160);text-transform:uppercase">Sam Haraldson<u></u><u></u></span></b></p>
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<p class="MsoNormal"><span style="font-size:11pt;color:rgb(249,161,69)">Operations Specialist<u></u><u></u></span></p>
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<p class="MsoNormal">On Wed, Jun 24, 2026 at 5:45<span style="font-family:Arial,sans-serif"> </span>PM Matt Sherald via RE-wrenches <<a href="mailto:re-wrenches@lists.re-wrenches.org" target="_blank">re-wrenches@lists.re-wrenches.org</a>> wrote:<u></u><u></u></p>
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<p class="MsoNormal">Hello!<u></u><u></u></p>
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<p class="MsoNormal"><u></u> <u></u></p>
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<p class="MsoNormal">I'm hoping someone on the list has experience with the 6304 code on the SB 5000TL-US-22 or similar vintage (2015) SMA inverter.<u></u><u></u></p>
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<p class="MsoNormal"><u></u> <u></u></p>
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<p class="MsoNormal">I was asked to troubleshoot an inverter that has developed a daily habit of throwing this error and stopping production. <u></u><u></u></p>
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<p class="MsoNormal"><u></u> <u></u></p>
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<p class="MsoNormal">The production curves over the last several days show production in the AM that builds and then abruptly stops late AM./mid-day. It looks like a problem caused by AC voltage rise, but my multimeter readings at both the main breaker and
on the circuit board of the inverter stayed below 258V even at peak production. <u></u><u></u></p>
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<p class="MsoNormal"><u></u> <u></u></p>
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<p class="MsoNormal">My impression from the online SMA documentation is that this is a metering error internal to the inverter and is not fixable. SMA does not seem to want to deal with this legacy model through tech support channels. <u></u><u></u></p>
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<p class="MsoNormal"><u></u> <u></u></p>
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<p class="MsoNormal">It might be time for a new inverter, but I wanted to canvas the folks on the list before I gave up on this older model.<u></u><u></u></p>
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<p class="MsoNormal"><u></u> <u></u></p>
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<p class="MsoNormal"><span>-- </span><u></u><u></u></p>
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<p class="MsoNormal">Matt Sherald<u></u><u></u></p>
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<p class="MsoNormal">PIMBY Energy, LLC<u></u><u></u></p>
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<p class="MsoNormal">304-704-5943<u></u><u></u></p>
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<p class="MsoNormal"><u></u> <u></u></p>
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<p class="MsoNormal"><u></u> <u></u></p>
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</blockquote></div><div><br clear="all"></div><br><span class="gmail_signature_prefix">-- </span><br><div dir="ltr" class="gmail_signature"><div dir="ltr"><div><div><div>Matt Sherald<br></div>PIMBY Energy, LLC<br></div><div></div><div>304-704-5943<br></div><br></div><br></div></div>