Category 1: Engine Runs, No Power Output

Symptoms: Engine running normally, but connected devices won't work, no voltage on meter

Category 2: Low Power Output

Symptoms: Some devices work, others don't, voltage lower than rated, insufficient for load

Category 3: Intermittent Power

Symptoms: Power cuts in and out, fluctuating voltage, unreliable operation

Category 4: Partial Output Only

Symptoms: Some outlets work, others don't, or only certain phases working (three-phase units)

Category 5: Engine Won't Start

See separate "Generator Starting Issues" article

Equipment Information

1. Generator model number (from data plate)
2. Rated output (kVA/kW)
3. Fuel type (diesel/petrol)
4. Standalone generator or lighting tower?
5. Hire agreement number

Usage Information

1. What equipment is being powered?
2. Total load (estimate of watts/amps being drawn)
3. Is this the first use or was it working previously?
4. How many devices connected?
5. What type of connections (outlets, direct hookup)?

Current Symptoms

1. Is engine running smoothly?
2. What does voltage meter show (if equipped)?
3. Are there any warning lights or alarms?
4. Any unusual sounds or smells?
5. When did issue first occur?

Step 1: Verify Engine is at Proper Operating Speed

Problem: Engine running too slow or at idle
Solution:

For Generators with Throttle Control:

• Ensure throttle is set to "RUN" or "OPERATE" position
• NOT in "IDLE" or "START" position
• Some models auto-throttle, others are manual
• Engine should be running at approximately 3000 RPM (50Hz) or 3600 RPM (60Hz)

Sound Check:

• Proper speed has consistent, higher-pitched sound
• Too slow sounds labored, inconsistent
• Ask customer to compare to initial startup sound

Agent Script:
"Many generators have a throttle control that needs to be in the correct position to generate power. Can you locate a lever or switch near the engine controls? It may be labeled with positions like 'START', 'IDLE', and 'RUN'. Make sure it's in the 'RUN' position."

Step 2: Check Circuit Breakers

Problem: Output breakers tripped
Solution:

Locate Breakers:

• Usually on control panel or near outlets
• May be multiple breakers for different circuits
• Can be labeled: MAIN, OUTLETS, DIRECT, or by amperage

Reset Procedure:

1. Disconnect all loads first
2. Turn breaker fully OFF, then ON
3. Don't just flip back - must go to OFF position first
4. Listen for positive "click" when switching

If Breaker Won't Stay On:

• Indicates short circuit or overload
• DO NOT force or bypass
• Requires service investigation

Step 3: Verify Residual Circuit Breaker (RCD/GFCI)

Problem: Safety device tripped due to ground fault
Solution:

For Australian Generators (Standard Safety Feature):

• RCD typically has TEST and RESET buttons
• Press RESET button firmly
• Should click and indicator may change color
• If won't reset or trips immediately, indicates ground fault

Common Causes of RCD Trip:

• Moisture in outlets or connections
• Damaged power cords
• Faulty connected equipment
• Wet conditions

Testing:

• Reset RCD with nothing connected
• If stays reset, problem is with connected equipment
• If trips immediately, problem is with generator (service needed)

Step 4: Check Engine Oil Level (Auto-Shutdown Feature)

Problem: Low oil safety shutdown affecting power output
Solution:

Oil Level Check:

• Ensure generator is on LEVEL ground
• Allow engine to run for 2-3 minutes then shut off
• Wait 1 minute for oil to settle
• Remove dipstick, wipe clean, reinsert, remove and check

Oil Level Indicators:

• Should be between MIN and MAX marks
• Some units have oil level sensors
• Low oil may prevent full power output or cause shutdown

If Low:

• Add correct specification oil
• Do not overfill
• Restart and test

Safety Note: Some generators won't produce power if oil sensor detects low oil, even if engine runs.

Step 5: Inspect AVR/Voltage Regulator

Problem: Automatic Voltage Regulator (AVR) failure
Solution:

Symptoms of AVR Failure:

• No voltage output despite proper engine speed
• Very low voltage (under 100V on 240V system)
• Erratic voltage readings
• May see voltage initially, then drops to zero

Customer Cannot Fix:

• AVR is internal electronic component
• Requires technician diagnosis
• Common failure point on generators

Agent Action:
If all basic checks pass and no voltage output, likely AVR failure. Create service ticket.

Step 1: Calculate Total Load vs. Generator Capacity

Problem: Overloading generator beyond rated capacity
Solution:

Quick Load Assessment:

1. List all connected devices
2. Add up wattage ratings (found on device labels)
3. Compare to generator rating
4. Remember: Starting surge can be 2-3x running watts

Common High-Load Items:

• Air compressors: 3000-5000W startup
• Power tools: 1000-2000W
• Electric heaters: 1500-2000W each
• Lighting arrays: varies widely
• Welders: 4000-8000W+

Generator Capacity Examples:

• 6kVA generator ≈ 4800 watts continuous
• 10kVA generator ≈ 8000 watts continuous
• 20kVA generator ≈ 16000 watts continuous

If Overloaded:

• Reduce connected devices
• Stagger startup of high-draw items
• May need larger generator (sales opportunity)

Agent Script:
"Let's make sure the generator isn't being asked to do more than it's designed for. Can you tell me what's currently connected? I'll help calculate if we're within the safe operating range."

Step 2: Check for Voltage Drop

Problem: Long extension cords causing voltage loss
Solution:

Extension Cord Guidelines:

• Maximum 100 feet for 15-amp loads
• Use proper gauge wire (minimum 12 AWG, prefer 10 AWG)
• Multiple cords in series multiply voltage drop
• Undersized cords heat up, waste power, reduce voltage

Symptoms of Voltage Drop:

• Devices at end of long cord run poorly
• Motors struggle or overheat
• Lights dim
• Voltage good at generator, low at device

Resolution:

• Use shorter, heavier gauge cords
• Connect high-draw devices directly to generator
• Suggest proper extension cord rental

Step 3: Verify Proper Outlet Selection

Problem: Using wrong outlet for device requirements
Solution:

Common Outlet Types:

• 10A/15A standard outlets (240V): General use, 2400-3600W
• 15A industrial outlets (240V): Heavy duty devices
• 32A outlets: High-current devices, welders, large tools
• Three-phase outlets: Specific equipment only

Matching Device to Outlet:

• Check device amp draw rating
• Use appropriate outlet size
• Don't use adapters to force connection
• Three-phase devices MUST use three-phase outlets

Step 4: Assess Power Factor and Load Type

Problem: Reactive loads (motors, transformers) affecting output
Solution:

Understanding Load Types:

• Resistive loads (heaters, lights): Easy on generators
• Inductive loads (motors, compressors): Harder on generators
• Capacitive loads (electronics): Can cause issues

Power Factor Issues:

• Generators may be rated for 0.8 power factor
• Poor power factor means less usable power
• Running motors without load is inefficient
• Multiple motors starting simultaneously problematic

Agent Note:
This is complex technical concept. For customer, simplify: "Electric motors and compressors are harder on generators than things like lights and heaters. You might need to reduce the number of motors running at once."

Step 1: Check Fuel Supply

Problem: Fuel starvation causing engine speed fluctuation
Solution:

Fuel System Checks:

• Verify adequate fuel level (minimum 1/4 tank)
• Check fuel tap is fully open
• Look for water or debris in fuel filter (sight bowl)
• Ensure fuel vent cap not blocked
• Listen for fuel flow at tank

Diesel Specific:

• Check for air in fuel system
• Verify fuel lines not kinked
• Cold weather may cause fuel gelling

Petrol Specific:

• Check carburetor isn't flooding
• Verify choke is open (for warm engine)

Step 2: Monitor Engine Speed Stability

Problem: Governor malfunction causing RPM fluctuation
Solution:

Symptoms:

• Engine speed surges and drops
• Power output fluctuates with engine speed
• May hear engine "hunting" (varying pitch)

Customer Can Monitor:

• Watch frequency meter if equipped (should be steady 50Hz or 60Hz)
• Listen to engine - should be consistent tone
• Observe lights connected - shouldn't flicker

If Unstable:

• Could be governor adjustment needed
• Fuel system issue
• Load-related problem
• Requires technician

Step 3: Examine Connections

Problem: Loose wiring or poor connections
Solution:

Safe Customer Inspection:

1. Shut down generator completely
2. Visual inspection of outlet sockets
3. Look for burn marks, melted plastic, or damage
4. Check cable/cord connections for tightness
5. Inspect plugs for damage or bent pins

Warning Signs:

• Burned smell
• Discolored outlets
• Melted insulation
• Loose or wobbly connections

If Found:

• Do not use affected outlets
• Create immediate service ticket
• Electrical issues are safety hazards

Step 4: Test Under Different Load Conditions

Problem: Issue only appears under specific load scenarios
Solution:

Systematic Testing:

1. Test with single, simple device (work light)
2. Add devices one at a time
3. Note when problem occurs
4. Identify problematic device or load threshold

If Specific Device Causes Issues:

• Device may be faulty (high startup current, short circuit)
• Device may be incompatible with generator power
• Test device on mains power if possible

Step 1: Verify Phase Balance

Problem: Unbalanced load or phase failure
Solution:

Three-Phase Basics for Agents:

• Three-phase generators have three separate "phases"
• Each phase should carry roughly equal load
• Single-phase devices can connect to any phase
• Three-phase devices need all three phases working

Customer Testing:

• If generator has phase indicator lights, all should be lit
• Test outlets on different phases
• May have voltage meter per phase - check each reading

If One Phase Dead:

• Service required - internal electrical fault
• Customer can redistribute load to working phases temporarily

Step 2: Check Phase Selector (If Equipped)

Problem: Selector switch in wrong position
Solution:

Some Generators Have Phase Selection:

• Switch between single-phase and three-phase output
• Must be set correctly for connected devices
• Usually near main panel
• Incorrect setting prevents proper operation

Lights Work But Outlets Don't (or Vice Versa)

Problem: Separate circuits for lights and power outlets
Solution:

Lighting Tower Design:

• Many have separate breakers for lights vs. outlets
• Can have independent controls
• May have light-only and power-only modes

Check Both Systems:

• Verify light circuit breaker
• Verify outlet circuit breaker
• Confirm mode selector (if equipped)

Lights Flicker or Dim

Problem: Loose tower connection or bulb issues
Solution:

Tower-Specific Checks:

• Ensure tower fully extended and locked
• Check light head connections
• Verify bulbs properly seated
• Look for damaged wiring to light heads

Emergency Dispatch (2-4 Hours)

• Complete power failure stopping critical work
• Safety hazard (smoke, burning smell, damage)
• Customer has emergency deadline
• Medical or safety equipment needs power

Priority Dispatch (Same Day)

• Partial functionality with significant impact
• Intermittent issues affecting reliability
• Multiple outlets/phases non-functional

Standard Dispatch (Next Business Day)

• Minor issues with workaround available
• Single outlet problem when others work
• Performance optimization needed

Opening Script

"I understand the generator is running but not providing power. Let me help you troubleshoot this. First, can you confirm: Is the engine running smoothly at what sounds like full speed, and are there any lights or warning indicators showing on the control panel?"

During Breaker Reset

"Let's try resetting the circuit breakers. First, I'll need you to unplug everything from the generator. Once everything is disconnected, locate the breaker switches - they're usually on or near the control panel. Push each breaker firmly to the OFF position, then back to ON. You should feel and hear a definite click."

Load Calculation Discussion

"Based on what you've described connecting to the generator, let's add up the power requirements. [List devices and wattages]. That's approximately [X] watts total, and your generator is rated for [Y] watts continuous. This means you're [within limits/exceeding capacity]. Here's what I recommend..."

Extension Cord Education

"The extension cord you're using could be part of the issue. Power loses strength as it travels through long or thin wires - like water pressure dropping in a long garden hose. For the equipment you're running, I'd recommend [specific gauge] cord, no longer than [X] feet. We can arrange delivery of appropriate extension cables if that would help."

Escalation Script

"I appreciate you working through these checks with me. Based on what we've found - specifically [symptoms] - this will require a technician to inspect and repair. I'm creating a [priority level] service ticket. The most likely cause is [issue], which [explanation]. Our technician will contact you within [timeframe] to schedule. In the meantime, [any temporary workaround if applicable]."

Generator Do's

✓ Check oil and fuel before each use
✓ Allow warm-up period before loading
✓ Use appropriate extension cords
✓ Balance loads across outlets
✓ Keep generator dry and well-ventilated
✓ Drain fuel if storing long-term
✓ Schedule regular service maintenance

Generator Don'ts

✗ Overload beyond rated capacity
✗ Refuel while running or hot
✗ Use in enclosed spaces
✗ Connect directly to building wiring without transfer switch
✗ Bypass safety devices
✗ Run without proper oil level
✗ Use in rain without weather protection