Support
HOW TO CONTACT OUR TECHNICAL SUPPORT
If you have technical questions about a LG Energy Solution storage system or need help with installation, we’ll be happy to assist:
You can reach us from Monday to Friday from 9:00 to 17:00 by phone at the contacts below.
The preferred channel is the GECP portal/app available to all our installers.
Before contacting us, please consult the product installation guide or the troubleshooting checklist
You can ensure the shortest possible processing time by completing and submitting the system log sheet below by e-mail when you first report the problem. Please make a note of the ticket number for further communication with our service.
LG Energy Solution Contacts
Information needed to provide assistance
- Model and serial number of the Resu battery
- Brand and model of the inverter connected to the RESU system
- Description of the error and error code displayed by the inverter
- Installation date of the storage system
- State of charge (SOC or SOE) of the RESU
To give us an idea of the installation and wiring, photographs of the wiring and connections to the inverter are helpful.
Numbers
Italy:
NUMERO
Germany:
NUMERO
Frequently Asked Questions
You still have questions?
We’ve summarized the most common questions below.
- Company
- Residential ESS
- Warranty
- C&I
- Academy
- Registration
- Certification
- Enblock C
- LG PRIME
- LG FLEX
- LG enblock E
- Inverters
- RESU Monitor
- LGES PV Master
- LGES eMonitoring
The installation from enblock E is easily done. It has two parts the enclosure & the battery modules.
As above shown the installation process has 4 steps and is done in around 20 minutes.
For the detailed installation process, you can refer to our manual.
You can LGES eMonitoring on the Google Playstore or on the Apple Appstore.
LGES PV Master has been developed to monitor our PV plant. With LGES eMonitoring you have all necessary information to review the status and of course the past production as well.
On our LG Academy, you can find the video, which is explaining the setup process.
In addition, you can find a manual how to register your inverter via LGES PV Master on our download section.
You can LGES PV Master on the Google Playstore or on the Apple Appstore.
LGES PV Master has been developed to support you for the setup our inverters. With the PV Master you can add all necessary function for the setup while the installation.
On our LG Academy, you can find the video, which is explaining the registration process.
In addition, you can find a manual how to register your battery via RESU Monitor on our download section.
You can RESU Monitor on the Google Playstore or on the Apple Appstore.
RESU Monitor has been developed to support you for the registration & monitoring of our LG battery series. With RESU Monitor you are able to connect your battery to the internet access point, you are able to perform SW Updates.
Our RESU Monitor you can check the remaining warranty time. For LG series which were not able to register with RESU Monitor. The warranty time of 10 years / 5 years starts after the condition after the installation of the device or after 36 months of the production date. For units, which has been installed before 2023, the condition is as followed after the installation of the device or after 12 months of the production date.
No, the warranty time remains as before. For example: Your battery has to be replaced after 5 years, then the warranty time for the new battery will be still 5 years.
In case a customer decides to have no internet connection to their battery then the warranty is 5 years.
All our products has a standard 10 years warranty condition when the batteries have an internet connection & a certified LG installer has performed the installation.
After logging as LG Partner on our website lgessbattery.com, you can find under my page / my test&certificate all your performed certification tests. There you can download the certification document & the logo.
On our website LG Academy, you can find the steps how to get the certification. For each LG Series you need to do a certification. The test for the certification you can find on the following website. The goal is to support you on the first installation and reduce the issues while the installation.
Our website you can find under the point Premium Installer Program great information about becoming a Premium Installer and their benefits.
With our RESU Monitor App you are able to register your battery. For our inverters you are able to use the LGES PV Master & LGES eMonitoring.
On our website under Installer Program, you will find all necessary information how to become our certified LG Partner. You will do a registration on our website lgessbattery.com.
Yes, we will bring out a C&I Solution in the end of the year 2024. It will be compatible with Sunny Island X. It will be able to support your capacity demand from 21.84 kWh to 196.8 kWh.
On our LG Academy, you can find the video, which is explaining the setup process.
In addition, you can find all information regarding our inverters on our download section.
You can install SLH in all EU countries and SHH in Italy and Spain.
Our inverters are standing for high quality technology inverter with great features as SG ready or 4 MPPT. As well as the strong backup solution.
You can find more information on our product page and download section.
Our SLH is compatible with our enblock C series.
Our SHH is compatible with our Prime series
SHH is our inverter for your High Voltage Solution with PRIME. SHH is providing a great features as 4 MPPT as integrated backup solution. In combination with Prime it is providing a great solution to support your household consumptions.
SLH is our inverter for your Low Voltage Solution with enblock C. SLH is providing you great features as a high MPPT input current or smart home solution with SG ready. Of course a strong backup solution is possible as well. In combination with enblock C it is providing a strong solution for your smart home household and controlling your consumptions.
A Hybrid Inverter is able to support the connection of the PV strings and battery storage at the same device. This advantage is increasing the efficiency of the system as well as the cost efficiency when you purchase a PV system.
Enblock E will be compatible with our inverter partners from Fronius, Kostal, SMA, Sungrow, Goodwe, Solis. Our partners will follow. For the latest update you can refer to our compatible list.
Enblock E is available at our distribution partners. You can find our distribution here.
Our enblock E is the first ESS battery from LG Energy Solution is equipped with LFP cells. LG Energy Solution is already looking back a long time of the production from LFP and NMC cells. With this experience, we are able to provide you the best quality and improved LFP technology. You can find more information about enblock E on this website.
Here you will need to use our RESU Monitor App. After your Login, you are able to select the button “Firmware Update”. You need to select your battery unit and the related inverter. Now you can download if necessary the new version. (Manual)
You can measure the voltage from one Flex module when the attached output cable.
You can install Flex on the wall and on the floor as standing option.
On the wall Flex is supporting up to 36 installation options.
Our Flex is compatible with our inverter partners from Fronius, SMA, Kostal and Goodwe.
For more information, you can find here on our compatible list.
With the unique design, Flex can be installed on the wall & ground. It can handle the demand of your household with a high charging/discharging power with up to 8.5 kW. With Flex 17.2 you have a great backup option which can supply your household for long time when the grid is failing.
Yes, you can connect Prime in parallel. The max. capacity will be 34.4 kWh. The official release is planned in Q3 2024. You will receive more information after the release.
Here you will need to use our RESU Monitor App. After your Login, you are able to select the button “Firmware Update”. You need to select your battery unit and the related inverter. Now you can download the newest SW Version.
The voltage of one Prime module can be measured as shown above. For more information, you can refer to our service section.
Prime is compatible with our SHH inverter and in addition with inverters from Solis, Sungrow, SMA.
For more information, you can refer to our compatible list. Here you find the latest updates.
The 3ph-Box is a protection device designed for Prime. Prime has been for 1ph Solution and can withstand a voltage range up to 600V, but the voltage range from 3ph inverters are going up 1000V. Therefore, LG has designed the 3ph-Box to protect the battery against in rush voltage from inverter.
Yes, you can connect Prime in parallel. The max. capacity will be 32 kWh. You will need a combiner box or Y-connector.
The settings for the DIP switch are as shown in the picture above.
For the connection of the communication, you can refer the following picture.
For units without RMD Box you can use SD Card. Please take a SD Card with below 32 GB storage.
Upload the Software Version on the SD Card. Please make sure that the SW file is the only file on the SD Card.
You will find a SD Card slot below the cover. You push the SD Card into the slot and press the red button for 3 sec. You can see that the update has been started with the waving of the LEDs. It is finished when just one LED (On-Led) is lighting.
For more information about the Update Process, please refer here to our Handbook.
INSTALLATION – There is no communication between inverter and parallel box. What do I need to check?
It is important the communication cables are connected as shown in the below picture.
The communication cable from the inverter needs to be connected to upper port. In addition the communication cable should have at least CAT6.
You are connecting the both batteries to the below connection ports and the inverter to the above connection port.
For one battery you can find the connection diagram above.
You need to connect the communication cable and 12 V power cable from the battery to the RMD Box. In addition, you need to connect the communication cable between RMD Box and inverter.
For two batteries, you can find the connection diagram below.
For more information, you can check out our handbook here.
The voltage has to be measured with a multimeter on the connection points for the inverter.
For more information, you can check out our handbook. Here you can find it.
In case your battery is not providing any kind of voltage then please check the settings of the DIP Switchs. You need adjust them for one battery as follow 0011. For two units 0010. After 10 sec. you will hear clicking sound of the relay and you can measure the voltage at the output.
In case the voltage is not appearing at the output then please contact our service team.
In case your battery is not providing any kind of voltage then please check the settings of the DIP Switchs. You need adjust them for one battery as follow 0011. For two units 0010.
In case the CB keeps tripping then please contact our service team.
Our enblock C units are compatible with our LG SLH and with many inverter brands (ex. Deye, SMA, Goodwe, Sungrow).
The RMD Box (Remote Monitoring Device Box) is supporting the functionality of SW Updates and Monitoring of your battery. LG is able to review the status and inform you upfront about an issue.
The parallel box is a small connection box, which used to expand the capacity. It is connecting two enblock C units in parallel. This is allowing you to increase up to 24 kWh capacity.
The parameter for total energy is containing all stored energy inside the battery including the safety areas. The parameter for usable energy is containing the real available energy, which can be used for
Yes, you expand old RESU units with our enblock C. You can find all information here in our handbook.
For Customer with a RESU 13 it is possible as well to expand their capacity. There has to be done a SW Update to reduce the battery to enblock C12 then it is possible to expand the capacity.
Our product portfolio is covering all areas and needs for residential. You can find High Voltage Solution as well Low Voltage Solution. From small capacity to high capacity. Wall Mounted or floor standing. 1-ph or 3-ph Solution. LFP or NMC. LG has the solution for you.
LG Energy Solution is one of the global market leader for battery cell production and development.
LG Energy Solution is covering all different solution of battery cell as for example pouch cells with LFP and NMC technology.
LG Energy Solution is focusing to developing advanced automotive batteries, Mobility & IT Battery and ESS batteries, which are a key player for the green energy transition.
Around 70 companies are part of LG Group and covering many different business areas. LG Energy Solution is part of the LG Group and focused on covering the battery sector.
RESU Gen2 refers to the 2nd generation of our RESU products which we started to ship in 2017. It comprises RESU3.3, RESU6.5, RESU10, RESU13, RESU7H and RESU10H. RESU10M is NOT a RESU Gen2 product as it has been presented in 2019 and represents the 1st modular LG Energy Solution storage device.
There are two steps required for your business to appear as a certified installer:
If you are not yet registered as an LG Energy Solution Partner, please visit our Partner Portal and register with this form.
- It is important that you open the legal texts once by clicking on “view all” and scroll down to the end – this is the only way to “check off” the checkbox on the form by clicking on “Confirm”.
- A few days after receiving the certificate you will receive another mail with a “product number” for your certificate. You can register this number like a RESU product in the Partner Portal. After successful completion of this registration, your company will appear in the search.
The procedure is described in this document.
The certificates issued so far relate exclusively to the 2nd generation RESU products mentioned in the certificate. For future product generations, we will offer a separate certification.
If all questions have been answered correctly, the certificate will arrive within 15 minutes. If this does not work, please check your SPAM folder for a message from the sender lgessemea@gmail.com. Maybe not all questions were answered correctly? Then just try again.
Of course not. There is a special RESU10M training for you. It just takes 15 minutes and the online exam is also very quick – we think it can be done in less than 30 minutes alltogether.
