u/distancesprinter

I've got a Smart Transfer Switch with two Explorer 5000 Plus devices configured to power various home circuits. Everything was working fine until I added a new Explorer 2000 Plus to the app. A few days after doing this, I noticed that my Explorer 5000 Plus units with a very low charge (below 50%). This was a surprise to me, because they are connected to the STS which is set for "Automatic charging mode" with a reserve of 80%. I expect that when the batteries fall below 80%, they will charge back to 100%. With severe weather approaching, I attempted to set the STS to "Charge now" but that option was already checked. The STS app reports that the battery is "Charging" but the units are reporting "0 w input".

I have tried all the troubleshooting steps, including upgrading the E5000Plus firmware to 1.96 from 1.4. The STS is on firmware 1.3.

I have reset the Explorer units, disconnected them from STS, disconnected the grid, attempted to use only one Explorer with the STS, unbound and re-attached the Explorers and the STS.

Bizarre behavior:

Having connected only one Explorer (to simplify the setup for troubleshooting) I notice that when I lower the reserve below the current battery level (e.g. battery level at 45%, lower reserve for ACM to 30%), I can toggle off "Charge now" and I hear the STS click. The LED changes from Blue to Green for AC1. If I toggle "Charge now", the STS clicks again and the LED changes from Green to Blue, but there is no input wattage. Similarly, if I toggle "Charge now" off, then adjust the reserve level for ACM to 80% from 30%, the STS clicks, the app reports "Charging", and the LED changes from Green to Blue for AC1.

Jackery Support Experience:

I have cooperated fully with Jackery Support and even danced to the tune of their AI bot, exhausting all troubleshooting steps, and even filming a video of all the connections and the device behavior triggering different options in the app.

It has been a week, and I have called daily, often multiple times per day. I am given vague lip service, that "our back office team is working on the case" offering only to call me back with an update tomorrow. Meanwhile, we are actively experiencing daily power outages and I am unable to charge my units through the STS when we have power.

To say I am upset would be an understatement. I am borderline speechless that a $10,000 battery backup system is suddenly non-functional, especially having purchased additional Jackery devices for other locations.

Additional observations:

Finally, when I disconnect the E5000Plus from the STS and attempt to charge it from a standard wall outlet, it shows input wattage of approximately 1700 watts and charges normally. Also, during an outage, the E5000Plus properly discharges and powers my STS circuits. It just won't charge back up when the Grid comes back online.

What more can be done?

Has anybody else experienced this behavior?