Full troubleshooting document: ConnectDER Troubleshooting Guide

Important: If you are in a territory where utility personnel installs the MSA, only take action on components where the installer has rights to remediate — the connection module, cable, and A/D box. Do not touch the MSA base, meter, or utility lock-tagged lock rings. If the MSA base appears to be the issue, notify the utility immediately.

Are any LEDs lit? If so, which ones?
Note LED color and state — refer to ConnectDER LED reference for interpretation.

Is the connection module analog cable securely connected to the A/D box — fully seated and doesn't rotate any further?
​ If not: Reinstall correctly and secure, then check functionality. If IslandDER functions, no further support needed.

Is there visible damage to the analog cable, connection module, or MSA base?
​ If yes: Replace the connection module, then check functionality.

Is the connection module securely seated in the adapter base, with both clasps fully latched?
​ If not: Reinstall correctly and secure, then check functionality.

Is the MSA base securely seated in the meter socket, with no wiggle? (Ring-type socket: is the lock ring fully aligned, tightened, and engaged with both MSA and socket flanges?)
​ If loose and can be pushed in: Do so.
​ If loose but cannot be pushed in: If authorized, reinstall correctly and secure. When possible, check meter jaw tension.

Is the meter socket lock ring a robust barrel-lock style ring, facing the right direction ('Front' pointing out toward the meter)?
​ If not: Reinstall correctly with proper configuration and secure the ring.

Is the meter securely seated in the adapter base, with the meter lock ring fully aligned, tightened, and engaged?
​ If loose and can be pushed in: Do so. If not, reinstall if authorized. Check meter jaw tension when possible.

In any case of an unsafe condition or power outage, and if you are authorized to remove the MSA and it is safe to do so: uninstall the MSA, disconnect the analog cable from the A/D box, and alert the utility immediately.

Always recheck IslandDER for functionality after any field correction.

Phase 1 — Field Diagnosis (Installer): Installer performs diagnostic tests. If remote tests fail, physical inspection (truck roll) confirms installation status.

Phase 2 — Technical Troubleshooting (Installer & BESS): BESS partner engaged for additional troubleshooting. If field diagnostics are inconclusive, ConnectDER can be engaged for additional technical assistance. If fault is confirmed as MSA-related, BESS submits an RMA claim.

Phase 3 — Review & Replacement (ConnectDER): ConnectDER verifies RMA documentation, reviews returned MSA, and processes Advanced or Standard replacement if eligible.