Write a support report that can be acted on

Lead with one observable problem

Use a concrete sentence: “The second battery pack stops updating after the host restarts” or “The local dashboard works, but an invited account cannot open the property.” Avoid combining several unrelated concerns under “nothing works.”

State what you expected and why. If the expectation comes from a product page or supported-device list, include that reference. This helps distinguish a regression from a feature or field that has never been supported.

Include the installation facts that matter

Record the Sunstead version, host model and operating-system or image release. For equipment issues, add exact inverter or battery model, revision, firmware when available and monitoring interface. For screen issues, add browser and device details.

Do not dump every configuration file. Select facts connected to the symptom, and keep a complete private installation record available if follow-up questions arise.

Provide a short reproduction and timeline

This is an invented example, not a known Sunstead defect. Replace each line with observed facts. If a step is uncertain, say so instead of reconstructing it from memory as though it were exact.

Attach evidence safely

Include the exact error text and a small number of screenshots with timestamps and relevant labels visible. Crop unrelated account information. Remove invitation links, pairing codes, session cookies, passwords and private keys before sharing.

Keep a private copy of full logs if needed, but review the portion you send. Browser network exports and configuration files can contain credentials even when the visible page looks harmless. Sunstead’s privacy page distinguishes account, connection and telemetry data, which can help you recognize the categories involved.

List attempted fixes and stop changing variables

• What was changed, in order.
• What each change was intended to test.
• Whether the symptom changed.
• Whether the original configuration was restored.
• What evidence remains available.

“Restarted three times” is less useful than a timeline showing which device restarted and what happened afterward. Avoid erasing storage or resetting equipment before preserving information needed to investigate.

End with one clear request, such as confirming compatibility or interpreting a specific error. A report should reduce the next person’s uncertainty enough to choose a useful next step. It does not need to diagnose the root cause in advance.

When the issue is resolved, add the actual cause and verified fix to the installation handover. That turns a one-time support exchange into a reference for the next owner or future update.