What should I do if I think an SGD (Droplet) is faulty?

If you suspect that an SGD (Droplet) is faulty — for example, the device shows no lights when connected or is unresponsive — please follow the process below. Only SwitchDin Support can confirm whether a device is faulty.

Step 1: Try Troubleshooting First

Before contacting Support, we recommend trying some basic troubleshooting steps. If you have a Droplet Plus, please refer to our Troubleshooting an Offline Droplet Plus guide.

If the issue persists after troubleshooting, proceed to Step 2.

Step 2: Contact SwitchDin Support

Please report the issue to SwitchDin Support with as much detail as possible, including your SGD/Droplet ID. If you’re unsure where to find this, see Where to find the Droplet ID.

Our team will assist with troubleshooting to determine whether the SGD is faulty.

Please contact our Support team by submitting a Support Enquiry, or call +61 2 4786 0426.

Step 3: Await SwitchDin Investigation

Our Support team will investigate the issue remotely, run diagnostics, and advise you on next steps. In many cases, issues can be resolved without needing to return the device.

If SwitchDin confirms the SGD is faulty, our Support Engineer will notify Horizon Power’s DER Technologies team directly.

Step 4: Next Steps After Fault Confirmation

Once Horizon Power has been notified:

✔ Our Support Engineer will provide you with the relevant information confirming the fault.
✔ You can then contact Horizon Power’s DER Technologies team to arrange the replacement and next steps.

Horizon Power Contact Details:
📧 dertechnologies@horizonpower.com.au
☎ (08) 6310 1124

Please note that Horizon Power cannot process replacements unless SwitchDin has confirmed the fault.

Important Notes

✅ This process applies to SGDs supplied for Horizon Power projects only.
✅ Providing detailed information and your SGD/Droplet ID when reporting the issue will help us resolve it faster.
✅ Installers should not contact Horizon Power for SGD replacement without SwitchDin’s fault confirmation.
✅ For any warranty matters, Horizon Power coordinates directly with SwitchDin after the faulty device is returned.