Why did my circuit turn off?
We’re sorry to hear that you're experiencing an outage and that the circuits you want to use are turned off. During an outage, some of your circuits may automatically shut off depending on the battery or backup priority level assigned to them. Depending on the panel you have, the name of these levels will differ slightly, see which panel you have here: How do I know which SPAN Panel I own?
- Circuits marked as "Nice to Have" (SPAN Panel MAIN 32) or "Stays on until 50% battery" (SPAN Panel MAIN 16, SPAN Panel MLO 24, SPAN Panel MAIN 40, or SPAN Panel MLO 48) will remain on until the battery is at a 50% state of charge and will automatically shut off after this.
- Circuits marked as "Non-Essential" (SPAN Panel MAIN 32) or "Turns off in an outage" (SPAN Panel MAIN 16, SPAN Panel MLO 24, SPAN Panel MAIN 40, or SPAN Panel MLO 48) will automatically be turned off when SPAN goes into an off-grid state and will remain off until grid power is restored. Any circuits marked as an oversized load by your installer will fall into this category.
Learn more about backup priority levels here: How to assign your Backup Priorities.
How do I turn a circuit back on?
While most circuits can be turned back on by changing the backup priority level, certain circuits marked as "Non-Essential" or "Turns off in an outage" may have been marked as an Oversized Load by your installer and cannot be turned on during an outage, learn more here.
To determine the issue, you’ll want to go to your battery/backup priorities page to check the priority level assigned to the circuit in question and this will differ slightly depending on your panel:
- For SPAN Panel MAIN 32, go to “Settings” followed by “Backup” to navigate to your backup priorities page. For SPAN Panel MAIN 16, SPAN Panel MLO 24, SPAN Panel MAIN 40, or SPAN Panel MLO 48, go to "Controls" followed by "Battery priority."
- Look through the different priority levels and identify where the circuit in question is located.
- Determine if the level reflects the circuit's current behavior:
- Must Have/Stays on in an outage - These circuits should remain on until the backup battery is depleted. If your backup battery is still powering your home but your Must Have circuit is off, go to the Circuits page and toggle the Circuit back on.
- Nice to Have/Stays on until 50% battery - These circuits automatically shed once the backup battery system has dropped to 50%. Move the circuit to the Must Have level and it should automatically turn back on. If it doesn’t go to your Circuits page and if the Circuit is marked as off, toggle it back on.
- Non-essential/Turns off in an outage - If the circuit in question is grayed out and cannot be moved to a higher level, this circuit is likely an Oversized Load that cannot be backed up and will not be available until the outage is over.
What if my power came back but the app still says "Power Outage"?
For SPAN Panel MAIN 32, if grid power is restored to your area but the red "Power Outage!" banner remains and a new banner reading "Backup Communication Lost" also appears, your SPAN may be stuck in off-grid mode due to the connection lost to the battery. If you click on the new banner, you'll see the option to "Go on-grid" again. Be sure to first confirm that grid power is back before moving forward, per the instructions:
For SPAN Panel MAIN 16, SPAN Panel MLO 24, SPAN Panel MAIN 40, or SPAN Panel MLO 48, if you are seeing a banner at the top of your app saying "Power outage ended" but you know that the outage is over, you can go to your app's Override grid status screen to go back on grid rather than staying on battery. Go to "Devices," choose "Override grid status" from battery setting, and you'll be brought to the Override grid status page. Be sure to first confirm that grid power is back before moving forward. If grid power has been restored, click "Switch to normal status" and your home will switch back to grid power:
Why is my SPAN Panel MAIN 32 making a buzzing sound?
Your SPAN Panel is likely buzzing because of an issue with the voltage coming into the panel, resulting from a wiring issue upstream of the panel.
If there is an upstream (outside of SPAN) wiring issue, it’s important to get this issue addressed to ensure it does not pose a potential safety risk. Therefore, we recommend that you do the following:
- As a precaution, turn off all circuits with high power draw and any sensitive equipment (e.g. electronics).
- Contact your utility company, share that you have voltage-sensitive equipment that is not acting normally, and ask them to verify that the grid voltage coming into your home is correct.
- Contact your preferred electrician to come on site to check the panel's wiring and voltage levels. Let them know your SPAN Panel is buzzing and there may be an issue with the voltage coming into the panel. Your installer will want to:
- Check below and above the main breaker, they should be getting 240V Line to Line, 120V Line to Neutral.
- Check to see if there are any loose terminations. We suggest starting at the panel feeders, then checking each termination as they work their way upstream.
- Check panel breaker stabs to ensure all breaker positions are receiving the correct 120V Line to Neutral voltage
- Take all other professionally reasonable steps to determine the source of the buzzing and determine whether further action is necessary.
If your installer comes on site, please feel free to direct them to reach out to SPAN Support for any additional assistance.