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Is there anyway to contact Victron Support directly? I bought the MultiPlus through Amazon. Victron wants support to go through dealer. I sent an email to Victron and got a reply that email ls was being forwarded to the dealer. I need a firmware update to make charging a Tesla battery compatible with MultiPlus. My concern is getting the right firmware update. I don't want to do more harm then good by installing the wrong update.
Hi @jubal48, Amazon is not buying from us directly. On the documentation and details received from/via amazon, there is the name of the dealer that bought from us and sold it to you over Amazon.
They’re equipped for support & can help you.
The official end-user support channel for Victron equipment is via the dealer. There is no direct end user support by (us) Victron itself. You can also contact your dealer via this form:
https://professional.victronenergy.com/support/
For the firmware update:
I recommend to wait until late next week; then install VictronConnect and use that for the firmware update: we’ll release 5.9 next week; and it then ships with latest firmware included. No need for you to go look yourself.
Beware: all your settings will be reset to default. So make notes before hand - make sure you know what you’re doing. For more help, contact a trained installer or dealer for (paid) help.
Documentation here:
https://docs.victronenergy.com/victronconnect-vebus.html
You’ll need a USB-MK3 for fw update and changing settings.
Success! Matthijs
@mvader (Victron Energy Staff): is there any news about a patch for lowering the 4 Volts restart delta für Multiplus II and Tesla Batteries (48 Volts System)? Would be nice to be able to set it to 40 Volts -> so i can use my batteries 80% DOD.
Thanks
Jens
The info from @mvader is helpful to know.
I am using the Multiplus 24/3000 50-70 no problem to charge my two Tesla modules in my RV. I just had to custom set the charge profile in the Victron Connect with the Mk3.
When it comes to Victron Support this Victron community is you best support option as your last reply is from the owner of the company I believe and he takes customer concerns a priority as I can tell. I sometimes wonder if the Victron staff spend all their free time on line helping others.
You can also post private comments to others on this forum to share direct contact information to others to keep contact information private since we do not have PM option on this platform.
If there was one thing to ask that would be a recommended Tesla charge profile page, but I doubt Victron would want to do this since Tesla is not their manufactured battery. I can understand that. I think Battle Born LiFePo4 battery profile is published directly from BB. Do not use the same BB charge profile for a Tesla as it is a different battery chemistry, but you can learn about the difference in a Li Ion charge profile set up compared to a lead Acid profile.
Thanks Tom, Your comments were very welcome, direct help from Victron is almost nonexistent. As you probably know Victron support only deals with sellers not end users. I bought my MultiPlus through Amazon and they sold it to me for another company. I was told by another user that Victron released a firmware update in July that fixes the Tesla problem by allowing you to build a custom charge profile. Through a lot of searching and reading I think I have found the update file I need. Old firmware ver. is 2712430.VFD the new ver. is 2712460.VFD, would like to get conformation that I am right before I jump off the cliff.
I ran into the same issue, not being able to restart the Multiplus 24/2000 until 20.6 V. There's probably a reason for this on the Multiplus, but not all of Victron's 24V inverters need 20.6 V to restart.
So I added a Phoenix 24/375 inverter to handle all my small fulltime loads as it can go much lower to 18.6 V shutdown and 18.7 V recovery.
It's more efficient than the Multiplus, so that's a big win.
Right now, it's not connected to Cerbo, so it's treated as a DC system load. Anyone know how the Cerbo VRM software handles more than one inverter?
