Mastervolt Device Offline Message

Mastervolt "Device Offline" Message

Confirmed Issue:
The Mastervolt control panel displays "Device Offline" as the status for one or more components.



Affected Units:
Any Vandoit van with a Mastervolt lithium battery system

Issue Explanation:
A "Device Offline" message indicates that a component within the Mastervolt lithium system is not communicating with the system and/or may not be operating correctly.

Background:
The Mastervolt lithium system consists of 4 components:
1.  CombiMaster Inverter/Charger
2.  EasyView 5 (the control panel)
3.  Mac Plus (charges the battery from the alternator)
4.  MLI Ultra Lithium Battery

Each of these components must be functioning and communicating properly with one another in order for the entire system to properly receive and store a charge, and to discharge power to the van's devices. 

Resolution:

1. Start the vehicle's engine.

2. Restart the EasyView 5: Pressing the Home Button for 5 seconds should cause an options tab to appear. Tap the "Off" option. Pressing the Home Button again for 5 seconds turns the EasyView 5 back on. After resetting the EasyView 5, check to see if widgets still indicate "Device Offline."

3. Tap the top right "System Button" icon. This will switch pages to a view of all of your Mastervolt devices. Check each device to see if the offline device is listed. If listed, take photo(s) of all devices and "Device Offline" widgets and share them with the Vandoit Customer Support team by submitting a ticket through the Customer Support portal or emailing support@vandoit.com. If not listed, proceed to Step 4.

4. Plug the van into shore power.

5. Hard reset the EasyView 5: There are two covers on the top and bottom of the EasyView 5. Slide these off. Take a Philips head screwdriver and unscrew all four bolts. Gently pull out the EasyView 5 from the headliner. On the back side of the EasyView 5, there is a CAT5 cable and CAT5 terminator. Unplug the CAT5 cable and plug it back in. Place the EasyView 5 back into the headliner, re-screw in the bolts, and slide the covers back on. Press the Home Button for 5 seconds to turn the EasyView 5 on. After resetting the EasyView 5, check to see if widgets still indicate "Device Offline."  The first part of this video demonstrates how to remove the EasyView 5 from the headliner: https://youtu.be/iBFiIz7xvqU

6. If "Device Offline" is still present on the EasyView 5, locate the Combimaster Inverter, the large teal rectangular box inside the electrical cabinet. On the Combimaster Inverter, there are a series of lights on the face of the device. If any of the lights are red or none are turned on, take photo(s) of the Combimaster Inverter.

7. If "Device Offline" is still present on the EasyView 5, locate the MAC Plus inside the electrical cabinet; it is a silver and teal device with vertical ribs. On the Mac Plus, there is a light on the device. If this light is red take photo(s) of the Mac Plus.

8.  Take photo(s) of the page(s) of the Mastervolt control panel that display a "Device Offline" message, and photo(s) of the device not communicating.

9.  Send the photo(s) from steps 6, 7, and 8 to the Vandoit Customer Support team by submitting a ticket through the Customer Support portal or emailing support@vandoit.com.

10.  The Customer Support team will communicate troubleshooting steps depending upon which device(s) are offline.


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