Dear community,
I am contacting you regarding the latest software update that was deployed a few days ago.
Since this update, I have noticed a change in the behavior of my installation, which consists of a cluster of three Hyper 2000 units.
When one of the three Hyper 2000 units reaches its minimum battery level (10%), it correctly switches to bypass mode. However, the two remaining Hyper 2000 units no longer take over the load properly. Instead of jointly supplying the full power required by my house, each unit only provides approximately one-third of the requested power. As a result, my home starts importing electricity from the grid even though the two remaining batteries still have more than enough capacity to cover the demand.
Suspecting a firmware issue, I checked the software versions installed on all three Hyper 2000 units. I found that two of them are running the latest firmware versions, while the third one is still using an older AC firmware version.
The currently installed versions are:
Firmware Hyper 1 Hyper 2 Hyper 3
AC Firmware V3.1.4 V3.1.4 V2.1.17
MASTER Firmware V2.1.47 V2.1.47 V2.1.47
BMS Firmware V1.0.21 V1.0.21 V1.0.21
ZenLink Master V3.1.14 V3.1.14 V3.1.14
ZenLink Secondary V3.1.14 V3.1.14 V3.1.14
The only difference is the AC firmware of the third Hyper 2000, which remains on version V2.1.17, while the other two have already been updated to V3.1.4.
The problem is that the Zendure app does not offer any firmware update for this third Hyper 2000. I have tried multiple times to manually check for updates, but no update is ever offered.
I have also tried the following troubleshooting steps:
- Completely powered off the third Hyper 2000.
- Disconnected both the AC power supply and the photovoltaic panels.
- Performed a full restart of the device.
- Reconnected it through the Zendure app.
Despite all these attempts, no firmware update is available, and the AC firmware remains stuck on version V2.1.17.
I would therefore like to ask the following questions:
- Is there a specific procedure to force the Hyper 2000 to check for or install a firmware update?
- Is it possible for your team to trigger the firmware update remotely?
- Could this AC firmware version mismatch explain the incorrect power balancing that I am experiencing within my cluster?
My installation was working perfectly before your latest update. These issues only appeared after the update was deployed. I therefore hope that your team can investigate this issue promptly and provide a solution.
Please let me know if you need the serial numbers, additional screenshots, or the application logs.
Kind regards,
Camille Thomassin