Step-by-step guide
About 5 minutesBackup did not start during a blackout
Check the safe, customer-visible causes before sending Esena the details needed to investigate.
Need the Hinen monitoring app? Open the app articleBefore you start
Confirm the outage is real, turn off high-load appliances and check the battery percentage in your monitoring app.
Hinen customer note
Hinen customers: use Hinen Solar, or SOLARMAN Smart when your handover names the separate WiFi Module. Follow the labelled changeover only.
- 01Check whether neighbours or your street are also without grid power. If there is no power or another urgent issue, call Esena on 1300 239 296.
- 02Switch off ovens, air conditioners, pumps, kettles, electric hot water and other high-load appliances before waiting for backup to transfer.
- 03If your installation has automatic backup, do not switch off the main supply yourself. Wait for the labelled backup circuits to transfer.
- 04If your handover identifies a customer-operated changeover, follow the label exactly. Never force a switch or open the switchboard.
- 05Check the app for low battery, overload, backup or fault warnings. Only the labelled backup circuits can operate, not necessarily the whole home.
- 06If backup still has not started, photograph the labelled switchboard, inverter/battery lights and app warning, then create a support ticket or call Esena.
ImportantBackup arrangements differ by brand and installation. Do not use a generic switch sequence or change a position that is not clearly labelled.
Official Hinen resources