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Old 09-15-2020, 08:15 PM   #1
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Surge Guard by South Wire

I recently started a thread about an issue I was having with a hardwired EMS unit I installed. I was getting a ground fault error when I tried to run the A/C on a home electrical outlet. This only happened when the A/C was starting to run. The fan would run but when the compressor kicked in the unit would shut off power and I'd get the ground fault error. This particular Surge Guard unit does protect against low voltage but in my thinking if low voltage is the issue you should get a low voltage error message.

Anyway, I contacted Southwire the maker of Surge Guard via their website message system. I waited a days and got no reply. I decide to call them and the message on their phone systems was technical questions had to go through their website message system. I again sent a message through the system and as of today (over a week) haven't received a reply.

I say all of this to say I have had no other issues with any of the EMS units I have purchased from Southwire over the years and I'm pretty certain the A/C shutdown is due to low voltage when trying to run it off the house line (runs fine on generator with no shutdown or error message) rather than a ground fault. Everything else runs fine of the house line (separately electric water heater, microwave, etc.). But I am very disappointed in their lack of customer support.
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Old 09-15-2020, 08:23 PM   #2
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By reading your post, I would tend to think that there is indeed a ground fault issue. Like you said, if it were low volt, it would say so. But I'm not much help. There are a few master electricians on the forum, maybe one of them will catch on to this thread and offer some advice.

Sorry that company is not responding. That is pretty sore customer relations. It could be due to the china virus issue that could be affecting their business. Hope they follow thru and get your question answered in a much more timely manner, though.
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Old 09-16-2020, 01:19 PM   #3
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Quote:
Originally Posted by sturgissteele View Post
By reading your post, I would tend to think that there is indeed a ground fault issue. Like you said, if it were low volt, it would say so. But I'm not much help. There are a few master electricians on the forum, maybe one of them will catch on to this thread and offer some advice.

Sorry that company is not responding. That is pretty sore customer relations. It could be due to the china virus issue that could be affecting their business. Hope they follow thru and get your question answered in a much more timely manner, though.
I would not question the ground fault error but my thinking is if there is a ground fault it would show up regardless of what I was running (A/C, microwave, electric heater, etc.). The fact that the A/C fan didn't trigger the error is another indication that it's something isolated to the A/C system (could be wrong).

I'm very understanding if the China virus is impacting a business but if I call and I'm told to use the online means of communication due to the virus I expect someone would at least acknowledge receiving the message and provide a timeframe for when to expect a detailed response. At this point, two weeks later nothing.
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Old 09-16-2020, 01:40 PM   #4
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Originally Posted by 2edgesword View Post
I would not question the ground fault error but my thinking is if there is a ground fault it would show up regardless of what I was running (A/C, microwave, electric heater, etc.). (could be wrong).

I'm still confused, in the other thread you were saying "Ground fault" error too, but that isn't one of the error codes that gets displayed. Just where are you getting that code, and what exactly shows up?
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Old 09-25-2020, 05:28 AM   #5
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I'm still confused, in the other thread you were saying "Ground fault" error too, but that isn't one of the error codes that gets displayed. Just where are you getting that code, and what exactly shows up?
There is a remote display for the EMS unit that provides a digital display of voltage current and any fault messages you may get. The ground fault message is on that digital display.

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