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Powerwall 2 backup option not working


New Member
May 13, 2015
I have solar with two Powerwall 2 batteries. When I go into the Tesla app under the ‘Customize’, I don’t see an option for Backp or to set a Reserve level.

I’ve noticed when I run the wizard, a message comes up that says ‘No backup capability detected. No synchronizer detected’

My solar installer has no clue. Tesla has bumped it to the level 2 team. Anyone else experience a similar issue?
I can only think of two scenarios this would happen:

1. They installed a Gateway instead of a backup gateway which Tesla should be able to confirm which one is installed

2. The backup gateway is bad and needs to be replace

Your install should also know which one is installed too.
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