Wrenches – our Senior Director of Service for String Inverters asked me to post a response to the feedback given in this thread. I think much of this will come as welcome news. As mentioned, feel free to provide feedback via the OSC to SMA Service line or here on the boards through me. Mike
“I want to acknowledge the experience Matt described and some of the concerns Jason raised around the current service access process and legacy product handling. On the case number requirement: today, the phone system is designed to prioritize active cases, which is why a valid case number is requested to route calls. However, we’ve heard the feedback clearly that this can create a barrier—especially in situations where an installer cannot create a case due to SMA ID or Online Service Center (OSC) access issues. Within the next couple of days, we are implementing changes to both system messaging and internal workflows to ensure there is still a path for installers to reach a member of the service team in these scenarios. The goal is to make sure account/access issues don’t block you from getting to the right support channel. For end customers, we will continue to guide them to the OSC (cases and chat), but installers will have a supported path to reach service even without a valid case number when needed. On the “legacy product” messaging: what Matt experienced is consistent with how the system is currently handling certain older units, but we recognize the experience needs improvement. We are updating how legacy products are handled so it’s more clear and actionable. That includes: * Supporting smoother paths for repowering when units are truly out of warranty * Ensuring that units which may still be within factory or extended warranty are properly validated * Allowing continued phone-based troubleshooting support (including escalation through higher tiers) when eligible For systems from around 2015, many will be out of standard warranty, but not all cases are straightforward, so validation remains important, and we want to make sure installers can get a definitive answer and the right next step. As we work through these updates, we remain very open to feedback. The recent changes prompted a lot of useful input from this group, and we’re actively adjusting to make sure we stay reachable and supportive. As we work through these updates, we want to make sure you’re not blocked. If you encounter issues accessing OSC or creating a case, please escalate through your SMA Service contact or provide feedback in additional posts (here).” Michael Mahon (he/him) Manager of Solar Academy | SMA America +1 916 918 9412 SMA America<https://www.sma-america.com/> | Solar Academy<https://solaracademy.sma.de/en/> | TechTip Channel<https://www.youtube.com/playlist?list=PLoiOll7F4i-_Wc4JVN8ga2x2vxc8xews_> | Upcoming Academy Trainings<https://solaracademy.sma.de/en/courses.html?filter%5b1%5d=English&filter%5b2%5d=United%20States> [cid:[email protected]]<https://www.sma-america.com/products/hybrid-inverters/sunny-boy-smart-energy#c82576> This email and any attachments thereto may contain SMA America, LLC confidential, privileged and private material for the sole use of the intended recipient. Any review, copying, or distribution of this email (or any attachments thereto) by others is strictly prohibited. If you are not the intended recipient, please contact the sender immediately and permanently delete the original and any copies of this email and any attachments thereto. Thank you. From: RE-wrenches <[email protected]> On Behalf Of Matt Sherald via RE-wrenches Sent: Friday, June 26, 2026 5:47 AM To: RE-wrenches <[email protected]> Cc: Matt Sherald <[email protected]> Subject: Re: [RE-wrenches] SMA 6304 Error Code on 5000TL-US-22 Thanks for all of your responses. Jason, I appreciate your strategy of preparing system owners for inverter replacement ahead of time. I can understand how that would make the process less unpleasant.for all involved. Sam and Harry, I did use the SMA support system, but it didn't work for me. I have a ticket number that was passed along to me by the system owner. Upon calling SMA I encountered an automated service that asked me to enter the ticket number. I did so and the automated service responded with a message that basically said the TL was old and no longer eligible for support. It also stated that an email with more detail would be forthcoming. As of the following day, no email had arrived which left the system owner and myself at a bit of a loss for how to best proceed. Anyway, I sure appreciate the help from the Wrenches list. Thanks for taking time to share what you know. -Matt On Fri, Jun 26, 2026 at 6:00 AM Jason Szumlanski via RE-wrenches <[email protected]<mailto:[email protected]>> wrote: Harry, I don't think you can call into SMA at all anymore without setting up a case online first and providing a case number to the phone robot. It's really annoying. That's not good customer service. That's unnecessary hoops for installers to jump through. I really wish SMA would rethink this process. With that said, after the hassle they put you through just to talk to a human, the tech support I have received recently has been competent, and warranty diagnostics are not particularly onerous. On the issue, that is almost definitely an internal intermittent component fault associated with heat. SMA tech support isn't likely to provide actionable out-of-warranty support for that in the field. A replacement board or repair probably won't be worth the effort. You're likely looking at replacement. Ask tech support if they have an out-of-warranty replacement discount option in this case. You might be able to get a refurbished or updated unit at a discount if you return the faulty unit. I have been telling clients for many years to *expect* inverter replacement just outside of the warranty period. I want my clients budgeting for this scenario. It has really cut down on the awkwardness and friction in these repair-or-replace scenarios. Jason Szumlanski Principal Solar Designer | Florida Solar Design Group NABCEP Certified Solar Professional (PVIP) Florida State Certified Solar Contractor CVC56956 Florida Certified Electrical Contractor EC13013208 On Thu, Jun 25, 2026 at 6:56 PM Harry Mahon via RE-wrenches <[email protected]<mailto:[email protected]>> wrote: Matt - Echoing Sam’s comments – have you created a case for this system on the Online Service Center(OSC) - https://my.sma-service.com/ ? This is now the best way to track and resolve SMA Service cases. (If you need to call in, it is best to have a case number when you call – you can create a case at any time on the OSC, so do this prior to site visit if you suspect you will need to call from site) If you do not have an OSC account, you will be asked to create an SMA ID first (a single login that is used now to log into Sunny Design, Sunny Portal and the OSC). ENSURE that if you are migrating an old Sunny Design/Sunny Portal login to an SMA ID or creating an SMA ID fresh, that you select a COMPANY account not a PERSONAL account. This will flag for Service if you are an installer/O&M person vs system owner. If you have an OSC account, but have not migrated the login to an SMA ID yet, you will have already designated your OSC account as personal or company, so the account type will carry over to your SMA ID when you migrate your old login to an SMA ID. The first company user to create an SMA ID will be an admin for all SMA ID’s for your company – you can send invites from the SMA ID dashboard for other employees to create SMA IDs. Creating SMA IDs this way will link all these accounts on the OSC – all company service tickets will be visible on the OSC dashboard. This OSC knowledge article has more info on the Company SMA ID process: SMA ID Registration of Company Account<https://my.sma-service.com/s/article/SMA-ID-Registration-of-Company-Account?language=en_US> Is this specific inverter equipped with a comms module/registered to Sunny Portal? Definitely that can help with troubleshooting. The SWDM-US-10 accessory module that allows the SB TL-US-10 line to connect to home router (via Ethernet only, no WiFi option) is available through distribution if retrofit is desired (this was brought back as it has been very popular for homeowners with old SunPower branded SB TL-US-10s trying to re-establish monitoring outside of SunPower. Best regards – Mike Michael Mahon (he/him) Manager of Solar Academy | SMA America +1 916 918 9412 SMA America<https://www.sma-america.com/> | Solar Academy<https://solaracademy.sma.de/en/> | TechTip Channel<https://www.youtube.com/playlist?list=PLoiOll7F4i-_Wc4JVN8ga2x2vxc8xews_> | Upcoming Academy Trainings<https://solaracademy.sma.de/en/courses.html?filter%5b1%5d=English&filter%5b2%5d=United%20States> [cid:[email protected]]<https://www.sma-america.com/products/hybrid-inverters/sunny-boy-smart-energy#c82576> This email and any attachments thereto may contain SMA America, LLC confidential, privileged and private material for the sole use of the intended recipient. Any review, copying, or distribution of this email (or any attachments thereto) by others is strictly prohibited. If you are not the intended recipient, please contact the sender immediately and permanently delete the original and any copies of this email and any attachments thereto. Thank you. From: RE-wrenches <[email protected]<mailto:[email protected]>> On Behalf Of Sam Haraldson via RE-wrenches Sent: Thursday, June 25, 2026 7:24 AM To: RE-wrenches <[email protected]<mailto:[email protected]>> Cc: Sam Haraldson <[email protected]<mailto:[email protected]>> Subject: Re: [RE-wrenches] SMA 6304 Error Code on 5000TL-US-22 Matt, How diligent have you been with SMA tech support? I know they have three levels of support and can elevate cases to an engineering team at their HQ beyond that. If you haven't yet, formally file a support ticket and then call the service line. Prepare to tell the same story you've probably already told to the level I technician and if they run out of answers ask to be elevated to level II. From there, continue asking questions. They should then inform you that they will take the issue offline to their behind-the-scenes team and work with you via email through their support ticket system. SMA has really stepped up its installer support process recently and it provides qualified installers a far easier and fluid process. Cheers, Sam [OnSite Energy]<https://onsiteenergyinc.com/> Sam Haraldson Operations Specialist On Wed, Jun 24, 2026 at 5:45 PM Matt Sherald via RE-wrenches <[email protected]<mailto:[email protected]>> wrote: Hello! I'm hoping someone on the list has experience with the 6304 code on the SB 5000TL-US-22 or similar vintage (2015) SMA inverter. I was asked to troubleshoot an inverter that has developed a daily habit of throwing this error and stopping production. The production curves over the last several days show production in the AM that builds and then abruptly stops late AM./mid-day. It looks like a problem caused by AC voltage rise, but my multimeter readings at both the main breaker and on the circuit board of the inverter stayed below 258V even at peak production. My impression from the online SMA documentation is that this is a metering error internal to the inverter and is not fixable. SMA does not seem to want to deal with this legacy model through tech support channels. It might be time for a new inverter, but I wanted to canvas the folks on the list before I gave up on this older model. -- Matt Sherald PIMBY Energy, LLC 304-704-5943 _______________________________________________ List sponsored by Redwood Alliance Pay optional member dues here: http://re-wrenches.org<http://re-wrenches.org/> List Address: [email protected]<mailto:[email protected]> Change listserver email address & settings: http://lists.re-wrenches.org/options.cgi/re-wrenches-re-wrenches.org There are two list archives for searching. When one doesn't work, try the other: https://www.mail-archive.com/[email protected]/ http://lists.re-wrenches.org/pipermail/re-wrenches-re-wrenches.org List rules & etiquette: http://www.re-wrenches.org/etiquette.htm Check out or update participant bios: http://www.members.re-wrenches.org<http://www.members.re-wrenches.org/> _______________________________________________ List sponsored by Redwood Alliance Pay optional member dues here: http://re-wrenches.org<http://re-wrenches.org/> List Address: [email protected]<mailto:[email protected]> Change listserver email address & settings: http://lists.re-wrenches.org/options.cgi/re-wrenches-re-wrenches.org There are two list archives for searching. When one doesn't work, try the other: https://www.mail-archive.com/[email protected]/ http://lists.re-wrenches.org/pipermail/re-wrenches-re-wrenches.org List rules & etiquette: http://www.re-wrenches.org/etiquette.htm Check out or update participant bios: http://www.members.re-wrenches.org<http://www.members.re-wrenches.org/> _______________________________________________ List sponsored by Redwood Alliance Pay optional member dues here: http://re-wrenches.org<http://re-wrenches.org/> List Address: [email protected]<mailto:[email protected]> Change listserver email address & settings: http://lists.re-wrenches.org/options.cgi/re-wrenches-re-wrenches.org There are two list archives for searching. When one doesn't work, try the other: https://www.mail-archive.com/[email protected]/ http://lists.re-wrenches.org/pipermail/re-wrenches-re-wrenches.org List rules & etiquette: http://www.re-wrenches.org/etiquette.htm Check out or update participant bios: http://www.members.re-wrenches.org<http://www.members.re-wrenches.org/> -- Matt Sherald PIMBY Energy, LLC 304-704-5943
_______________________________________________ List sponsored by Redwood Alliance Pay optional member dues here: http://re-wrenches.org List Address: [email protected] Change listserver email address & settings: http://lists.re-wrenches.org/options.cgi/re-wrenches-re-wrenches.org There are two list archives for searching. When one doesn't work, try the other: https://www.mail-archive.com/[email protected]/ http://lists.re-wrenches.org/pipermail/re-wrenches-re-wrenches.org List rules & etiquette: http://www.re-wrenches.org/etiquette.htm Check out or update participant bios: http://www.members.re-wrenches.org
