Hoe zijn de ervaringen met de marstek support?
Hier onder mijn mail conversatie.
Het antwoord op mijn eerste mail was compleet naast de kwestie.
Hebben die eigenlijk wel gelezen wat ik heb gestuurd?
Subject: App crash during Bluetooth activation – not resolved by your previous instructions
Dear Hazel,
Thank you for your reply.
Unfortunately, the answer you provided does not address the actual issue I described. I am aware of the standard setup procedure, and I clearly followed all the steps as explained in your manual. As mentioned in my previous message, the app keeps closing itself immediately during the Bluetooth scanning process, even though the battery is on and broadcasting (MST_ACCP appears very briefly on the screen before the app crashes).
After dozens of attempts, I was finally able to keep the app open just long enough to click on the battery and establish a connection. Since then, the app and battery are functioning perfectly.
However, I have now discovered the likely cause of the problem:
> The app crashes immediately when Bluetooth is turned on — either manually via the phone’s settings, or when the app itself requests to turn on Bluetooth at launch.
As long as I refuse the app's request to enable Bluetooth, and Bluetooth is not on, or active on my phone, the app runs completely stable.
So the core issue appears to be a bug in the app that causes it to crash as soon as Bluetooth is activated, even if all setup steps are correctly followed. That’s why I initially couldn’t complete the connection process.
I hope this helps your technical team to reproduce and resolve the issue. Please confirm whether this is a known bug, and if a fix is planned.
Kind regards,
Kristof
From: Support - Marstek <support@marstekenergy.com>
Sent: Thursday, July 24, 2025 2:45:15
Subject: Re: Bug in app?
Good day, madam / sir.
Before establishing Bluetooth connection: 1. Please turn on the Bluetooth of your mobile phone; 2. Please open the Bluetooth permission for the App; 3. Please be close to the device when establishing Bluetooth connection, and the signal strength needs to be greater than -50dBm when Bluetooth searching.
Steps to connect: Please open the app -> Add Device (top left corner) -> Add via Bluetooth. You should find the device name here. Then go back to the start page -> Settings -> WLAN Configuration. Please note that the device only supports 2.4GHz WLAN. The recommended signal strength is -50dBm or above. after successful WIFI configuration, the WIFI logo on the home page is green.
If the connection cannot be established during Bluetooth connection or WLAN configuration, you can restart the APP and try again.
Only 2.4GHz WLAN is supported, please make sure the signal of your router is strong enough. The recommended signal strength is -50dBm or above.After WIFI configuration is successful, the WIFI logo on the home page is green.
If the WiFi symbol in the APP is yellow after the device is configured with WiFi, it means that the device has successfully connected to WiFi but not to the server. Please try to reconfigure the WiFi, if the connection is still unsuccessful, please try to restart the app and device and connect again.
Please download LightBlue from APP Store or Google Play, and check if there is HM_ xxxx/MST_XXXXX format broadcast on LightBlue homepage when the device is powered on.
If the Bluetooth broadcast in this format exists, it means that the Bluetooth broadcast is correct, please try to connect to Bluetooth several times or change the mobile device to try.
If there is no Bluetooth in this format, please take a screenshot or record the process of finding the Bluetooth format and send it to us, so that we can analyse it and provide you with the next solution.
Your day
With best regards
Hazel
Kristof
Jul 23, 13:10
Subject: App Crashes Repeatedly on Android 14 During Bluetooth Connection Attempt
Dear Marstek Support Team,
I would like to report a serious issue I encountered with the Marstek app while trying to connect to my Venus E battery.
On my Xiaomi Mi 11 (running Android 14), as well as on a Samsung Galaxy Tab, the Marstek app consistently crashed during the Bluetooth scanning or connection process. After dozens of attempts, I was finally able to connect by quickly selecting the battery (MST_ACCP) before the app crashed. Once the connection was established, the app functioned normally and everything worked as expected.
This strongly suggests that there is a bug in the app, specifically during the Bluetooth pairing phase on Android 14 devices. I tried multiple versions of the app, all with similar results.
For other users, this bug may render the app completely unusable unless they happen to be lucky enough to connect quickly before the crash occurs.
I hope this information helps you to identify and fix the issue in a future update. Please let me know if I can assist further or provide logs.
Best regards,
Kristof Dhaen
Gasketel, Hanwha Q-cells 8 x 400 WP oost 8 x 400 WP west, Huawei SUN2000-4,6KTL-L1, Mitsubitshi airco MSZ AP 25 VG, Marstek Venus-E (V153) Tesla model Y AWD