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New Powerwall not working

New Powerwall not working

We've had a nicely functioning Powerwall 1 (first one in Burbank, CA!) for over a year. We are trying to add a second one, which you are supposed to be able to do, but our certified installer can not get it to work. He spent hours on support line with SolarEdge and finally was able to 'see it' but it still won't function. It shows at ID 24 Status = OFF.

Installer suspects it sat for too long and discharged to such a degree that it won't start charging. No one from Tesla is getting back to my installer so we just have a big, expensive white blob hanging from the house as decoration.

Has anyone experienced this? Does anyone know who to get service to help?