Dear Zendure Users,
We are well aware that following the recent update to APP V6.3.0 and the June firmware release, some users have experienced usage issues or abnormal behavior, which has caused you inconvenience. We sincerely apologize for this.
To locate and resolve each user's specific problems more quickly and accurately, we have opened this thread as an exclusive collection channel for HEMS 2.0 troubleshooting and feedback.
If you encounter any anomalies while using HEMS 2.0 (e.g., device stuck in standby, power anomalies, update failures, App display errors) and the dedicated FAQ Announcement for this update (link below) did not resolve your issue, please submit your information using the format below. We will prioritize the feedback collected through this channel and assign an after-sales engineer to follow up with you one-on-one.
Dedicated FAQ Announcement: https://forum.zendure.com/d/28564
Submission Methods (Choose one, Option 1 is recommended)
Option 1: Brief description in the comment section of this thread (No private information)
If it is inconvenient for you to send an email, you can leave a brief description of the issue in the comments below using the following format:
■ Device model and quantity:
■ Brief description of the issue:
■ Troubleshooting steps you have tried:
■ Time the issue occurred:
Option 2: Send an email to official support
To: support@zendure.com
Email Subject Format (Mandatory): [HEMS2.0] + Brief description of your issue
Correct Example: [HEMS2.0] SF2400Pro stuck in standby – SN:EE1LHMXXXX
Feedback Format (Please copy, fill in, and send via email):
① Device model and quantity: Example: 1x SF2400Pro, 1x Hyper 2000, 1x AB3000X Satellite Battery
② Serial Number (SN): Please provide the SN of the main device and all related devices (can be found in the App under "Device Settings → About Device").
③ Zendure App Username / Registered Email:
④ Current Mode in use: Please specify the mode you were using when the issue occurred (e.g., TOU Mode / Self-Consumption Mode / Custom Mode / ZENKI AI / During Firmware Update / Other: _____).
⑤ Are you using a Smart CT? If yes, please provide the model: Example: 3CT-S / 1CT-S / Not using
⑥ Exact time the fault occurred: ⚠️ Please provide the actual time the device issue occurred, not the time you are submitting the feedback. Format example: 2026-06-18 16:16 (Please specify the time zone, e.g., UTC+2).
⑦ Detailed description of the issue: Please describe the situation in as much detail as possible (e.g., What status does the device show? What error message does the App display? What operation were you performing when the issue was triggered?).
⑧ Troubleshooting steps you have tried: Please list the actions you have already taken (e.g., restarted the device, reconfigured the network, unplugged/replugged cables, switched modes, restored factory settings, etc.) and the corresponding results.
⑨ Attachments (Screenshots/Videos): Please upload relevant App screenshots, photos of the device, or a video of the fault (if any). This will greatly help us quickly locate the problem.
Important Notes
** Do not post private data: To prevent leaks, please do not share your SN or email in public comments. Send complete details exclusively via email.
** Check the FAQ first: Our FAQ Announcement resolves most known issues (e.g., incorrect LAN connection, SOC lower limit standby, error codes 223/224, custom mode settings). Self-service is often much faster than waiting for manual support.
** Resubmit unresolved issues: If you previously reported an issue via other channels (e.g., Facebook groups, other forums, WeChat) without a resolution, please resubmit it here for centralized, priority handling.
Thank you for choosing Zendure, and thank you for your patience and understanding. We are working hard to make HEMS even better.
Your Zendure Team
