Platinum Update Faq en

FAQ, details regarding PLATINUM update campaign
Diehl AKO, Wangen, April 28th, 2010 Dear Sir or Madam, Diehl AKO Stiftung und Co. KG would like to provide you with background information regarding the PLATINUM update campaign. A software service update for the operating and display unit (display electronics) will be done for individual inverter series of the S and T families as well as for PLATINUM ViewMaster remote monitoring devices built between March of 2006 and May of 2009. The software service update is an exclusively voluntary service campaign of the manufacturer Diehl AKO. This service campaign does not constitute any claims of the end customer / operator against the manufacturer. Any warranty claims against the respective supplier or from handed-out guarantees will not be affected by this. Yours sincerely
Klaus Frehner CEO Photovoltaics
Thomas Schmidt Director of Sales Photovoltaics
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FAQ about PLATINUM update campaign

1) What is the reason for the PLATINUM update campaign? ...................................................3 2) What causes a failure of the operating and display unit? .....................................................4 3) How does a failure of the operating and display unit show? .................................................4 4) Can the time of failure be determined? ................................................................................5 5) Is the inverters safety affected in any way?.........................................................................6 6) Is the inverters feed operation limited in any way? ..............................................................6 7) How can you tell which devices are affected (serial number check)? ...................................7 8) Are PLATINUM monitoring products affected, and if yes, which ones?................................8 9) Which effects are to be expected on monitoring products of other manufacturers?..............8 10) What advantages do I get from a professional update? .......................................................8 11) Who will approach me, or do I have to do something myself?..............................................9 12) How does the update procedure work?..............................................................................11 13) Is a loss of yield to be expected? .......................................................................................11 14) Can I do the update on my own? .......................................................................................11 15) Does the inverter has to be replaced for the update?.........................................................11 16) How can I prepare for the update?.....................................................................................12 17) How long does an update take?.........................................................................................12 18) When does the update of my inverter take on weekdays? .................................................12 19) What will happen to my personal data?..............................................................................14 20) Do I have to have the update done? ..................................................................................14 21) Will the data recorded by the device be conserved after the update? ................................14 22) Is the update free?.............................................................................................................14 23) When should the update be done? ....................................................................................14 24) I am an internationally active installer/dealer . How are updates done outside of Germany?..................................................................................................................................14 25) How does Diehl AKO cooperate with the chain of suppliers up to the plant operator?........15 26) How is the PLATINUM update service team organised?....................................................16
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1)
What is the reason for the PLATINUM-Update campaign?
A software-related display failure along with a blocking of any further data storage might occur in the operating and display units (display electronics) of the PLATINUM inverters of the S and TL families as well as of the PLATINUM ViewMaster remote monitoring devices.
This affects devices from partial series built between March of 2006 and May of 2009. These can be identified by their serial number.
Products affected by the PLATINUM update
Thanks to the inverters structure providing a protective separation where the operating and display unit and the inverter operation are strictly separated (by a separate independent microprocessor control), though, the safe electric operation and the feeding function of the inverters will never be compromised in any way. The failure will occur in the affected devices after a certain number of days after the first startup. Depending on the product family and the partial series, the operating and display unit can fail between about 2.5 and 4.5 years after the day of the first startup. Within the scope of a voluntary preventive campaign of the manufacturer Diehl AKO, the affected devices will be subject to an on-site software update. As a matter of course, the update campaign is free of charge. Diehl AKO has established a Europe-wide service team to execute the campaign. This service team is qualified to update all affected products on site. The update is possible at any time before the possible occurrence of a failure of the operating and display unit without opening the device. The update alone will only take about 3 minutes per inverter. The update will not cause any noticeable feed loss. If the update is done before the operating and display unit fails, the data stored in the inverters datalogger will be conserved. If an affected product is not updated, the operating and display unit will fail. In this case, the device has to be opened professionally for the update, if necessary, the inverter has to be replaced within the scope of a service operation. Data stored in the inverter will be lost after the failure of the operating and display unit and cannot be restored by a subsequent update. For every product update executed before the end of the year 2010, Diehl AKO will extend the five-year manufacturers warranty by one year.
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2)
What causes a failure of the operating and display unit?
The program of the operating and display unit (display) in the dataloggers memory management has turned out to contain an error in the daily switching of the memory bank (writing into the devices flash memory). The time of failure of the operating and display unit is different for each of the three device families (due to different data structures) and can be calculated. The operating and display unit cannot fail before the time of occurrence.
3)
How does a failure of the operating and display unit show?
The display of the product will work flawlessly until the operating and display unit fails. In case of a failure of the operating and display unit, the display can look as follows: The display loses its dynamics and freezes. The green operating LED may be off. In individual cases, the display may fail completely. For possible versions of failure, see pictures 2 to 4. A connected remote monitoring system will no longer be able to obtain data from the failed operating and display unit via interface. Due to the frozen display, any operation of the menu via the keyboard will be limited or, in some cases, made impossible. The devices safety as well as a flawless feeding behaviour is guaranteed at any time, independently of the failure.
Fig-1 Normal display function of operating and display unit (display)
Fig-2 Display after failure No performance data, operating LED on
Fig-3 Display after failure No performance data, operating LED off

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Fig-4 Display after failure Complete failure of display. The display switches to dark, the background lighting remains active.
4)
Can the time of failure be determined?
The time of failure of the operating and display unit can be calculated quite exactly from the number of days elapsed since the first startup of the device. Model family Inverters S Inverters TL ViewMaster remote monitoring device Number of days after first startup until possible occurrence of failure 1483 days (4 years) uncertainty +/- 20 days 847 days (2.3 years) uncertainty +/-20 days 1636 days (4.5 years) uncertainty +/-20 days
Find out whether your device is affected with the serial number test on our website. Even if it should turn out that the failure of your devices operating and display unit is only due at some point in the more distant future, we recommend to not put off the update for too long. A well-rehearsed update campaign has the advantage of a quick, effective and professional approach and prevents a possible loss of data. The update campaign is planned to last until the beginning of 2011. In individual cases, updates can still be possible after this date. However, a quicker and more comfortable approach for the plant operator is given during the campaign. For every product update executed before the end of the year 2010, Diehl AKO will extend the five-year manufacturers warranty by one year. Affected devices can be identified by checking their serial number. The serial number can be found on the type plate of the product. It can also be shown on the display via a menu selection (on this, see notes in Installation and Operating manual).
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5)
Is the inverters safety affected in any way?
No! Due to the control of the power electronics being independent of the display electronics (separate control electronics), the inverters safe operation is guaranteed at any time, most definitely also after the operating and display unit has failed. As an independent operating unit, the operating and display unit with its LCD display is on the front of the inverter. The operating and display unit includes a data storage system which cyclically retrieves current data from the inverter (especially current, voltage, power, energy etc.) every 500 ms. Every 30 s, the datalogger stores these interval data in the flash memory. Neither the datalogger nor the display and its operation are in any way related to the operation, serviceability or safety of the device, the functioning or operational reliability of the photovoltaic plant as a whole or the inverter as a unit.
6)
Is the inverters feed operation limited in any way?
No! The feeding will remain unaffected at any time before and after a failure of the operating and display unit. Neither the feeding itself nor the feeding power and the acquisition of the feed power by the separate electricity meter of the energy provider is affected by the failure. In other words, the complete photovoltaic system, the inverter itself, the feeding and the acquisition of the feeding power will continue to work independently of whether the operating and display unit fails or not. The update alone will only take about 3 minutes per device.
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7)
How can you tell which devices are affected (serial number check)?
Affected devices can be identified by checking their serial number. The serial number can be found on the type plate of the product. It can also be shown on the display via a menu selection (on this, see notes in Installation and Operating manual).
Type plate
Type plate
On the S models, you will find the type plate on the bottom plate; on the TL models it is under the protector (which must be removed to see the plate). On the ViewMaster remote monitoring devices, it is on the back of the device.
Serial number on the type plate of product family S and TL
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8)
Are PLATINUM monitoring products affected, and if yes, which ones?
Among the PLATINUM products (WebMaster, PV Monitor, ViewMaster), only the Viewmaster is affected. This remote monitoring device is equipped with a similar operating and display unit as the inverter.
PLATINUM ViewMaster
Any PLATINUM ViewMaster affected is, just like the inverters, subject to an on-site update. If affected PLATINUM invterters are not updated, and the operating and display unit fails, other remote monitoring devices will no longer have access to the data stored in the inverter. In this regard, it is not necessary to update a Webmaster or PV Monitor.
9)
Which effects are to be expected on monitoring products of other manufacturers?
No direct effect on monitoring products of other manufacturers is to be expected. If affected PLATINUM invterters are not updated, and the operating and display unit fails, remote monitoring devices of other manufacturers also will no longer have correct access to the data stored in the affected inverter.
10) What advantages do I get from a professional update?

After the update, the inverters operating and display unit will be equipped with the newest software. Some menu functions will be extended as compared to older models. For models built in the production year of 2009, you will not see any difference in the scope of functions of the displayed menu. To see the scope of functions that will be displayed after the update, please refer to the current operating manual of the device. A download version of the manual can be found on our website as well. For every product update executed before the end of the year 2010, Diehl AKO will extend the five-year manufacturers warranty by one year. The professional update makes sure that your transformation works flawlessly. An update executed in time and professionally will also preserve all data in the datalogger memory of the device.
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The service team consists of trained technicians who are experienced in the field of photovoltaic plants.
11) Who will approach me, or do I have to do something myself?

You dont have to do anything, but you can considerably speed up the update procedure for your PLATINUM products by contacting the service team. The manufacturer Diehl AKO will detect the adresses of PV plant operators in close cooperation with the chain of suppliers. On behalf of Diehl AKO, our authorised partner company Detronics,(www.getronics.de), one of the worlds leading service enterprises, will then directly contact them. A member of the service team will make a concrete appointment with you for a service engineer to come to you and update the inverters of your PV plant free of charge. The engineer will confirm the successful update in a written protocol. For every product update executed before the end of the year 2010, Diehl AKO will extend the five-year manufacturers warranty by one year. A short time after the update, the manufacturer Diehl AKO will send you a written confirmation for the extension of your manufacturers warranty. We would be glad if you as a plant operator, installer and distributor would take the first step and contact the service team. You can contact us as follows.
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Contact us via online form per e-mail
platinum-update@diehlako.de
per fax
+49 30 259 32 78 94
Germany Call our hotline (Mo-Fr 8:00 a.m.-06:00 p.m.) 0800 000 0828
Free from German landline. Prices for calls from mobile phones may vary
Netherlands Call our hotline (Mo-Fr 8:00 a.m.-06:00 p.m.) We speak Dutch, French English 0800 784 0784
and
Free from Dutch landline. Prices for calls from mobile phones may vary
Switzerland Call our hotline (Mo-Fr 8:00 a.m.-06:00 p.m.) We speak German, French and Italian 0800 111 113
Free from Swiss landline. Prices for calls from mobile phones may vary
Belgium Call our hotline (Mo-Fr 8:00 a.m.-06:00 p.m.) We speak Dutch, French English 0800 400 35 France
and
Free from Belgian landline. Prices for calls from mobile phones may vary
Austria Call our hotline (Mo-Fr 8:00 a.m.-06:00 p.m.) 0800 070009
Free fom Austrian landline. Prices for calls from mobile phones may vary
Call our hotline (Mo-Fr 8:00 a.m.-06:00 p.m.) We speak French 0800 011 366
Free from French landline. Prices for calls from mobile phones may vary
Italy Call our hotline (Mo-Fr 8:00 a.m.-06:00 p.m.) We speak Italian 0800 125 511
Free from Italian landline. Prices for calls from mobile phones may vary
Czech Republic Call our hotline (Mo-Fr 8:00 a.m.-06:00 p.m.) We speak English and German 0800 784 0784
Free from Czech landline. Prices for calls from mobile phones may vary
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10
12) How does the update procedure work?

After the first contact, we should be able to execute the update quickly. An engineer of the service team will come to you at the appointed date and time who will identify himself as an employee of Getronics company on behalf of Diehl AKO. A connection to the service interfaces of each inverter is established with a communication cable. The actual update is done automatically and will take about 3 minutes per device. The actual update procedure does not depend on the device's age or product family and will take about the same time for all products. Depending on the inverters accessibility, the preparation of the update and the compilation of the update protocol, one can assume that updating two inverters will take about 20 minutes. You will get a confirmation of the successful update in the form of a written protocol.
13) Is a loss of yield to be expected?

No. The update will only take about 3 minutes per device. Then the device will be restarted. After another 30 seconds, the device will continue to feed just like before. Neither the DC not the AC side will be meddled with. The electrical connections installed will not be affected by the update in any way. The update will not cause any noticeable loss of yield. If the update is disclaimed within the scope of the voluntary service campaign, as the case may be even until after the expiration date of the warranty, the data stored in the inverter will be lost. In this case, the inverter will have to be opened professionally, where necessary, the device will have to be replaced. An update done in time can prevent this completely.
14) Can I do the update on my own?

No, an update by the plant operator is not intended. We as the manufacturer will extend the five-year manufacturer's warranty by one year for a professional update done before the end of 2010. This is not possible for an update you did yourself.
15) Does the inverter have to be replaced for the update?

No, as long as the operating and display unit has not failed yet, the service team will be able to update the devices on site. However, if the update is not done in time, the device has to be opened professionally, where necessary, it will have to be replaced.
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You can considerably speed up the update procedure for your PLATINUM products by contacting the service team.
16) How can I prepare for the update?

Generally, no special preparations by the plant operator are required. However, the inverters, especially their service interfaces, should be accessible.
Service interface of S and TL inverters
17) How long does an update take?

The actual update is done automatically and will take about 3 minutes per device. Depending on the inverters accessibility, the preparation of the update and the compilation of the update protocol, one can assume that updating two inverters will take about 20 minutes.
18) When does the update of my inverter take on weekdays?

The service team will do their best to make an appointment at your desired date and time. For the update procedure to be safe and conscientious, updates are possible by daylight, Monday through Friday between 8:00 a.m. and 6:00 p.m. Please arrange an individual appointment directly with our service team.
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per fax
+49 30 259 32 78 94
and
and
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13
19) What will happen to my personal data?

Your personal data will only be used for handling your update within the Diehl AKO organisation. They will not be distributed to a third party.
20) Do I have to have the update done?

No, there is no obligation. The service campaign is voluntary on both sides. If the update is not done and the operating and display unit fails, this will not reduce the safety of the device or the feeding process. If the update is disclaimed within the scope of the voluntary service campaign, as the case may be even until after the expiration date of the warranty, the inverters will have to be opened professionally, where necessary, the devices will have to be replaced. An update done in time can prevent this completely.
21) Will the data recorded by the device be conserved after the update?
Yes, as long as the update is done in time before the operating and display unit fails. After a failure, the inverter will have to be opened professionally, where necessary, the device will have to be replaced. In this case, the data stored in the inverter will be lost.
22) Is the update free?

Yes, the update is free.
23) When should the update be done?

The update campaign is planned to last until the beginning of 2011. In individual cases, updates can still be possible after this date. However, a quicker and more comfortable approach for the plant operator is given during the campaign. For every product update executed before the end of the year 2010, Diehl AKO will extend the five-year manufacturers warranty by one year.
24) I am an internationally active installer/dealer. How are updates done outside of Germany?
Especially in this context, Diehl AKO cooperates with the international company Getronics. The website provides detailed information in five languages. Service teams have been established for the folowing countries.
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Germany Switzerland Austria Italy Netherlands Belgium France Czech Republic
The procedure is the same as for Germany. If the service team has the addresses of inverter owners, the team will contact them. Of course, owners of affected PLATINUM products from the countries cited are welcome to contact us at any time to have an update done. You as an installer/dealer dont have to care about the actual execution of the update.
25) How does Diehl AKO cooperate with the chain of suppliers up to the plant operator?
As the manufacturer, we definitely strive to live up to our high standards by placing a premium product on the inverter market. For this purpose, we will communicate completely, transparently and openly on all levels via our voluntary update service campaign. As the manufacturer, Diehl AKO is responsible for the expenditures required to realise the preventive service campaign. We have informed our direct customers about the situation. With the help of the service team, our customers distribute the information to the subsequent links of the chain of supppliers. Within the chain of suppliers, the service team will do address research in order to be able to approach plant operators by themselves. In the interests of the plant operators, we consider it the best solution to approach them both directly and via the chain of suppliers. Our aim is to realise the update as good and quick as possible for the benefit of all parties concerned. As the manufacturer Diehl AKO, we consider ourselves, without any doubt, obligated to an open and clear information policy towards the public. For this reason, we also have informed the press when our accompanying internet presence was activated. All plant operators are requested to contact the service team to make concrete appointments. All personal data will only be used for handling your update within the Diehl AKO organisation. They will not be distributed to a third party.
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26) How is the PLATINUM update service team organised?

Via our contact navigator
per fax
+49 30 259 32 78 94
and
and
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you can contact the PLATINUM update service team. Diehl AKO cooperates Europe-wide with the international company Getronics ( www.getronics.de ). With about 14,000 employees, Getronics is one of the worlds leading providers of information and communication technology (ICT) and the biggest ICT service provider in the Benelux. Getronics provides a complete portfolio of integrated services and customer service solutions for large-scale enterprises. References for Getronics DELL: http://www.getronics.de/web/Theme-pages-4/Partner/Dell.htm Toshiba: http://www.getronics.de/web/Article-Page-4/Sofort-und-vor-Ort-Service-furToshibaKunden.htm
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FAQ, details regarding PLATINUM update campaign

Klaus Frehner CEO Photovoltaics

Thomas Schmidt Director of Sales Photovoltaics

FAQ about PLATINUM update campaign

What is the reason for the PLATINUM-Update campaign?

Products affected by the PLATINUM update

What causes a failure of the operating and display unit?

How does a failure of the operating and display unit show?

Fig-1 Normal display function of operating and display unit (display)

Fig-2 Display after failure No performance data, operating LED on

Fig-3 Display after failure No performance data, operating LED off

Can the time of failure be determined?

Is the inverters safety affected in any way?

Is the inverters feed operation limited in any way?

Serial number on the type plate of product family S and TL

Are PLATINUM monitoring products affected, and if yes, which ones?

Which effects are to be expected on monitoring products of other manufacturers?

10) What advantages do I get from a professional update?

11) Who will approach me, or do I have to do something myself?

Contact us via online form per e-mail

12) How does the update procedure work?

13) Is a loss of yield to be expected?

14) Can I do the update on my own?

15) Does the inverter have to be replaced for the update?

16) How can I prepare for the update?

Service interface of S and TL inverters

17) How long does an update take?

18) When does the update of my inverter take on weekdays?

Contact us via online form per e-mail

19) What will happen to my personal data?

20) Do I have to have the update done?

22) Is the update free?

23) When should the update be done?

Germany Switzerland Austria Italy Netherlands Belgium France Czech Republic

26) How is the PLATINUM update service team organised?

Contact us via online form per e-mail

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