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Service Troubleshooting

Though solar is generally maintenance free, you may run into minor issues along the way that you can easily troubleshoot. Here we’ve compiled a series of useful step-by-step instructions and FAQs to help you manage basic issues you might run into with your solar PV system.
 
How Does Solar Work? 
Use our interactive graphic to learn more about how solar energy travels through your home.
1

1. COMBINER BOX

Collects multiple strings of PV
modules and combines them
in parallel

2

2. INVERTER

Converts the DC power coming
from your array to AC power before
it reaches your home

3

3. AC DISCONNECT

Safety feature to turn off AC (grid)
power before it reaches your
Main Service Panel

4

4. MAIN SERVICE PANEL

Also called a “Breaker Box” - this controls
power from the grid and your array to
the individual circuits of your home

5

5. SOLAR BREAKERS

Switches located at the bottom of the
Main Service Panel that turn off the
power to your array

6

6. ETHERNET CABLE

Hardwired internet connection cable,
likely located near your router
and/or inverter

7

7. ROUTER

Wireless internet connection device,
likely located near computer

8

8. METER

Device that reads incoming and
outgoing power to and from the grid
and your home

Troubleshoot Your Solar System

Select your inverter brand for step by step instructions
Enphase SYSTEMS
SMA
Inverters
SolarEdge
Inverters
Solis Inverters
Fronius
Inverters
Service 
FAQs

Enphase Communication Troubleshooting

Are you seeing a “Gateway Not Reporting” error in your Enphase app? First, locate your Enphase Gateway. The Gateway is the communications device that collects information about your system’s performance and transmits that information over the internet to the MyEnlighten portal. Your Gateway may be in your utility room, garage, basement, on the outside of your home, or near your home’s electrical circuit breaker panel (Main Service Panel) or sub-panel for your array.

Your Gateway may be in a water-tight enclosure, frequently called the Enphase Combiner Box. If you open the enclosure, you will find the Gateway inside – it may be installed sideways. There are several versions of the Gateway – click on your model for further instructions:”

IQ Combiner
IQ Combiner
IQ Gateway or Envoy S
IQ Gateway or Envoy S
Envoy R
Envoy R

Still can’t find your Gateway? Please let us know and we can help!

SERVICE REQUEST

Now that you have found your Gateway, click on your model for further instructions.

  1. Locate the solar breaker in your home’s main electrical service panel (see #5 in the Interactive Graphic above). Turn the solar breaker off – wait 10 seconds – then turn the breaker back on.
  2. Unplug your Envoy-R from your electrical outlet and leave it unplugged for 5 minutes; then plug the Envoy back in.
  3. If your Envoy-R powers back on and you see “- Web” in the top, right corner of the LCD screen, please follow these instructions from Enphase for additional guidance on how to reconnect your Envoy to the internet. It may take up to 30 minutes for the Enphase Enlighten monitoring portal to be updated.

 

If after following these instructions, you still see a Gateway Not Reporting error, please contact our Service Department for additional assistance.

Please visit the Enphase Support page to determine how your system is connected to the internet and follow the troubleshooting steps provided.

If after following these instructions, you still see a Gateway Not Reporting error, please contact our Service Department for additional assistance.

Please visit the Enphase Support page to determine how your system is connected to the internet and follow the troubleshooting steps provided. Here is what the IQ Combiner will look like when it is successfully reconnected:

If after following these instructions, you still see a Gateway Not Reporting error, please contact our Service Department for additional assistance.

Follow these directions from Enphase 

  •  

If your system has an IQ Combiner box:

  • Open the IQ Combiner box and flip all of the breakers to the Off position (pointed away from the middle)
  • Wait 10 seconds
  • Flip the breakers back On again (pointed toward the middle)

 

Please check to make sure your AC disconnect is in the Up/On position (#3 on the interactive graphic at the top of this page).

After adjusting your breakers and/or AC disconnect, it may take 30 minutes for the issue to be resolved on the Enphase Enlighten monitoring portal. If the “Microinverter Not Reporting” status remains after completing this troubleshooting step, please contact our Service Department for additional assistance. Please also take a clear photo of the LED status lights – our Service team may need this information to help diagnose the issue.

 

If your system has an Envoy R, IQ Gateway or Envoy S:

  • Please flip your solar breaker in your Main Service Panel  Off
  • Wait 10 seconds
  • Flip the breaker On again (see #5 on the interactive graphic at the top of this page)

 

Please check to make sure your AC disconnect is in the Up/On position (see #3 on the interactive graphic at the top of this page).

After adjusting your breakers and/or AC disconnect, it may take 30 minutes for the issue to be resolved on the Enphase Enlighten monitoring portal. If the “Microinverter Not Reporting” status remains after completing this step, please contact our Service Department for additional assistance. Please also take a clear photo of the LED status lights or LCD screen (Envoy R) – our Service team may need this information to help diagnose the issue.

The ‘Microinverters Not Reporting’ system status sometimes displays when the Gateway is too far from the home’s main service panel or because of interferences in the power lines between the microinverters and the Gateway. Usually, this is an issue you can address on your own and should not require an onsite visit. For more information on these instructions, go to the Enphase Support webpage.

Troubleshooting Your SMA Inverter

This section will address these common questions:
  • “My inverter has a red light or no lights.”
  • “My system’s monitoring app isn’t showing production.”
  • “My inverter has an alert or error code.”
  • “My system isn’t working.”
 
Before you begin, follow the steps below to check and confirm that all of your solar system’s components are activated and showing power.
  1. Locate the circuit breaker inside your home’s main service panel (or subpanel if applicable). Make sure it is in the ON position, and not tripped. (Your solar breaker will generally be located at the bottom of the service panel and may be labeled as such).
  2. Check the AC disconnect box outside by the electric meter. The knife switch should be UP in the “ON” position.
  3. Confirm that:
    • There is sunlight.
    • Electricity in the rest of the building is operating normally and there is not a grid outage.
    • The array is clear of snow or other debris.

If everything is properly powered on, you can proceed with a system reset, called a Power Cycle. Most inverter challenges can be corrected with these Power Cycle steps.

Step 1: Locate your SMA inverter.

Find the black or tan dial/knob. It will be located on the front or left side of the inverter

Turn the dial ¼ to the left into the OFF position.

Step 2: Turn off the AC Power.

  • Locate the “solar breaker” inside of your main service panel – likely near the bottom.
  • Flip the solar breaker into the OFF position – this will be the opposite direction that the rest of the breakers are facing in the main service panel.

Note: If the solar circuit breaker is not labeled, look for a dual pull 40 AMP breaker toward the bottom of the main service panel that might look newer than the others. This is likely the solar breaker.

Step 3: Leave everything off for 10 minutes.

Leave the AC and DC power completely off for 10 minutes. This will allow time fo the capacitors in the inverter to discharge completely before proceeding to the next step

Step 4: Turn on the AC power.

Flip the AC solar breaker back into the ON position. Make sure it matches the direction of the rest of the breakers in the main service panel.

Step 5: Turn on the DC power.

Turn the DC power back into the ON position by turning the dial/knob ¼ turn to the right.

For many inverters, all three LED lights will come on and stay solid for a period of time upon start-up. It may take up to 10 minutes for the inverter to finish turning all the way back on.

You may hear clicking sounds as the inverters power back up. This is normal. Eventually you will see the LED lights showing:

  • Green light (Production) will pulse or stay solid.
  • Blue light (Communication) will blink or stay solid.
  • Red light (Error) will go off.

If the sun is shining, the online SMA Sunny Portal should begin to show data within 30 minutes. Check “Current PV Power” for power and “Current PV System Status” for a green check mark. 

Note: if red light remains on and/or a 4-digit code remains on the inverter screen, please document this (photos work great) and contact our Service Department for additional assistance. 

 

Step 1: Locate your SMA inverter.

Find the black or tan dial/knob. It will be located on the front or left side of the inverter

Turn the dial ¼ to the left into the OFF position.

Step 2: Turn off the AC power.

Locate the AC Disconnect to turn off the AC power. The disconnect is often located outside near the meter. Pull the handle down into the OFF position.

Step 3: Leave everything off for 10 minutes.

Leave the AC and DC power completely off for 10 minutes. This will allow time fo the capacitors in the inverter to discharge completely before proceeding to the next step

Step 4: Turn on the AC power.

Lift the AC disconnect handle up into the ON position.

Step 5: Turn on the DC power.

Turn the DC power back into the ON position by turning the dial/knob ¼ turn to the right.

For many inverters, all three LED lights will come on and stay solid for a period of time upon start-up. It may take up to 10 minutes for the inverter to finish turning all the way back on.

You may hear clicking sounds as the inverters power back up. This is normal. Eventually you will see the LED lights showing:

  • Green light (Production) will pulse or stay solid.
  • Blue light (Communication) will blink or stay solid.
  • Red light (Error) will go off.

If the sun is shining, the online SMA Sunny Portal should begin to show data within 30 minutes. Check “Current PV Power” for power and “Current PV System Status” for a green check mark. 

Note: if red light remains on and/or a 4-digit code remains on the inverter screen, please document this (photos work great) and contact our Service Department for additional assistance. 

When there is a green light on your inverter but there is a “No Communications” alert on your online SolarEdge/mySolarEdge monitoring portal, please see the following guidance to help re-establish your internet connection:

Step 1: Confirm that the internet is working properly on your computer. If not, please contact your Internet Service Provider to help re-establish an internet connection.

Step 2: Confirm your inverter is properly connected to your router and that your router is properly connected to the internet. To do this, determine which of the following connections is applicable for your solar system setup and follow the provided guidance.

  • Ethernet cable
    If you have an Ethernet Connection: If your inverter has a hard-wired internet ethernet connection – meaning that there is an ethernet cable running from your inverter to your router – confirm that the ethernet cable is fully plugged into your inverter, as well as into your router. Confirm that your router is plugged into an electrical outlet.
  • If you have Ethernet Bridges/Powerline Communication Adapters: If your inverter is connected using ethernet bridges, there will be one small rectangular box plugged into an outlet near your router, and another plugged into an outlet near your inverter.Both ethernet bridges should have an ethernet cable running from them– one will be connected to the router and the other to the inverter. Most ethernet bridges have LED lights – confirm that all lights are lit and are the same color (typically green).If one or more lights are not showing, or if one light on the ethernet bridge is a different color, unplug the ethernet bridge from the outlet and plug it back in.
  • If you have a Cellular Connection/Cell-Card Connection:If your inverter is connected through a cellular network,Power Cycle your inverter if you have not done so already.See attached Power Cycling Manual. If you have already Power Cycled, contact our Service Department for further guidance.


Step 3: If the problem persists, reset your internet router. If none of the above solutions seem to correct your inverter’s internet connection, reset your router: unplug the router from the wall outlet – wait 30 seconds – plug the router back in.

Have you changed Internet Service Providers (ISP) or installed a new router lately?

  • If you have recently changed to a different ISP or installed a new router, this change can occasionally result in unintended challenges.
  • Sometimes the new ISP will change the physical location of your router. If the inverter-to-router cable we left is still within reach of the router, the ISP technician may have forgotten to reconnect it. In other cases, the router is no longer located along the path of that cable, and the cable itself needs to be moved. Depending on the complexity of the path of the inverter-to-router cable, you may be able to relocate the cable yourself. If not, this will require a paid service call to resolve (not covered under any of the warranties).
  • Alternatively, the router provided by your new ISP, or one you purchased yourself, may have new firewall protection or something called “SIP packets”, which are turned off. Either of these may be blocking your inverter’s access to the internet. This type of problem is best resolved by a computer specialist. If the router was provided by your ISP, contact them. If you purchased the router yourself, talk with a technician at the store or seek assistance from a computer specialist. It may also be good to contact your solar inverter manufacturer’s tech support to have their team provide remote assistance.
  • Additionally, when you change your ISP, you get a new IP address. The IP address works like a phone number that your inverter must know in order to transmit its data. Typically, when the IP address changes, the inverter will automatically request this new one from the new router; but sometimes this does not work. We suggest contacting the manufacturer of your router for help with resolving these types of issues as they may be better able to assist with the unique router/inverter challenges.
  • If your system is still having communication challenges, please reach out to our Service Department for additional assistance.

Troubleshooting Your SolarEdge Inverter

This section will address these common questions:

  • “My inverter has a red light or no lights.”
  • “My SolarEdge app isn’t showing production”
  • “My system isn’t working”
  • “My inverter has an error code”
  • “My SolarEdge app shows an alert. What do I do next?”
  • “I received an email about SolarEdge alert. What do I do next?”

Before you begin, follow the steps below to check and confirm that all of your solar system’s components are activated and showing power.

  1. Locate the circuit breaker inside your home’s main service panel (or subpanel if applicable). Make sure it is in the ON position, and not tripped. (Your solar breaker will generally be located at the bottom of the service panel and may be labeled as such).
  2. Check the AC disconnect box outside by the electric meter. The knife switch should be UP in the “ON” position.
  3. Confirm that:
    • There is sunlight.
    • Electricity in the rest of the building is operating normally and there is not a grid outage.
    • The array is clear of snow or other debris.

If everything is properly powered on, you can proceed with a system reset, called a Power Cycle. Most inverter challenges can be corrected with these Power Cycle steps.

 

Step 1: Begin powering down the inverter. 

  • Locate your SolarEdge inverter to begin powering it down.
  • Find the red toggle switch on the inverter – toward the left-hand side, in between the top and bottom cabinets.
  • Look for the symbols “I” and “O” near the toggle.
  • Push the toggle to the “O” position which will start powering the inverter down.

Note: In some SolarEdge models, the toggle has three different options. Push the toggle to the “0” position.

 

Step 2: Turn off the DC power.

  • Find the black or tan dial/knob – it will be located on the front of the inverter, left side of the inverter, or below the inverter.
  • Turn the dial 1⁄4 turn to the left into the OFF position.

 

Step 3: Turn off the AC power.

  • Locate the “solar breaker” inside of your main service panel – likely near the bottom.
  • Flip the solar breaker into the OFF position – this will be the opposite direction the rest of the breakers are facing in the main service panel.

Note: If the solar circuit breaker is not labeled, look for a dual pull 40 AMP breaker toward the bottom of the main service panel that might look newer than the others – this is likely the solar breaker.

 

 

Step 4: Leave everything off for 10 minutes.

Leave the AC and DC power completely off for 10 minutes. This will allow time for the capacitors in the inverter to discharge completely before proceeding to the next step.

 

Step 5: Power the system back ON.

Repeat all of the previous steps in the opposite order:

  • First, turn on the AC power by flipping the solar breaker into ON position. Make sure it matches the direction of the rest of the breakers in the main service panel.
  • Turn the DC power back on by turning the DC dial on the inverter clockwise into the ON position (pointing to 12 o’clock).
  • Finally, push the red toggle back to the “I” position.

You may hear clicking sounds as the inverters power back up – this is normal. It will take up to 15 minutes for the inverters to cycle all the way back on. For screenless inverters, all three LED lights will turn on and remain solid for a brief time. The three colors are:

  • Green light (Production)
  • Blue light (Communication
  • Red light (Error)
  • No lights (Possible loss of AC power)

 

Step 6: Verify production.

After 15 minutes, check the LED indicator located in-between the cabinets of the inverter.

  • Green light (Production) will stay solid
  • Blue light (Communication) will blink or stay solid
  • Red light (Error) will go off*

*If the red light remains on and/or a code appears on the inverter screen, document this and contact our Service Department for additional assistance.

If your inverter has a screen, a short press of the rightmost button will “wake up” the screen. If you see a number below the “Pac”, solar production is taking place.

If the sun is shining, the online SolarEdge portal should begin to show data within 1 hour.

 

Step 1: Begin powering down the inverter. 

  • Locate your SolarEdge inverter to begin powering it down.
  • Find the red toggle switch on the inverter – toward the left-hand side, in between the top and bottom cabinets.
  • Look for the symbols “I” and “O” near the toggle.
  • Push the toggle to the “O” position which will start powering the inverter down.

Note: In some SolarEdge models, the toggle has three different options. Push the toggle to the “0” position.

 

Step 2: Turn off the DC power.

  • Find the black or tan dial/knob – it will be located on the front of the inverter, left side of the inverter, or below the inverter.
  • Turn the dial 1⁄4 turn to the left into the OFF position.

 

Step 3: Turn off the AC power.

Locate the AC Disconnect to turn off the AC power. The disconnect is often located outside near the meter. Pull the handle down, into the OFF position.

Step 4: Leave everything off for 10 minutes.

Leave the AC and DC power completely off for 10 minutes. This will allow time for the capacitors in the inverter to discharge completely before proceeding to the next step.

 

Step 5: Power the system back ON.

Repeat all of the previous steps in the opposite order:

  • First, turn on the AC power by flipping the solar breaker into ON position. Make sure it matches the direction of the rest of the breakers in the main service panel.
  • Turn the DC power back on by turning the DC dial on the inverter clockwise into the ON position (pointing to 12 o’clock).
  • Finally, push the red toggle back to the “I” position.

You may hear clicking sounds as the inverters power back up – this is normal. It will take up to 15 minutes for the inverters to cycle all the way back on. For screenless inverters, all three LED lights will turn on and remain solid for a brief time. The three colors are:

  • Green light (Production)
  • Blue light (Communication
  • Red light (Error)
  • No lights (possible loss of AC power)

 

Step 6: Verify production.

After 15 minutes, check the LED indicator located in-between the cabinets of the inverter.

  • Green light (Production) will stay solid
  • Blue light (Communication) will blink or stay solid
  • Red light (Error) will go off*

*If the red light remains on and/or a code appears on the inverter screen, document this and contact our Service Department for additional assistance.

If your inverter has a screen, a short press of the rightmost button will “wake up” the screen. If you see a number below the “Pac”, solar production is taking place.

If the sun is shining, the online SolarEdge portal should begin to show data within 1 hour.

When there is a green light on your inverter but there is a “No Communications” alert on your online SolarEdge/mySolarEdge monitoring portal, please see the following guidance to help re-establish your internet connection:

Step 1: Confirm that the internet is working properly on your computer. If not, please contact your Internet Service Provider to help re-establish an internet connection.

Step 2: Confirm your inverter is properly connected to your router and that your router is properly connected to the internet. To do this, determine which of the following connections is applicable for your solar system setup and follow the provided guidance.

  • Ethernet cable
    If you have an Ethernet Connection: If your inverter has a hard-wired internet ethernet connection – meaning that there is an ethernet cable running from your inverter to your router – confirm that the ethernet cable is fully plugged into your inverter, as well as into your router. Confirm that your router is plugged into an electrical outlet.
  • If you have Ethernet Bridges/Powerline Communication Adapters: If your inverter is connected using ethernet bridges, there will be one small rectangular box plugged into an outlet near your router, and another plugged into an outlet near your inverter.Both ethernet bridges should have an ethernet cable running from them– one will be connected to the router and the other to the inverter. Most ethernet bridges have LED lights – confirm that all lights are lit and are the same color (typically green).If one or more lights are not showing, or if one light on the ethernet bridge is a different color, unplug the ethernet bridge from the outlet and plug it back in.
  • If you have a Cellular Connection/Cell-Card Connection:If your inverter is connected through a cellular network,Power Cycle your inverter if you have not done so already.See attached Power Cycling Manual. If you have already Power Cycled, contact our Service Department for further guidance.


Step 3: If the problem persists, reset your internet router. If none of the above solutions seem to correct your inverter’s internet connection, reset your router: unplug the router from the wall outlet – wait 30 seconds – plug the router back in.

Have you changed Internet Service Providers (ISP) or installed a new router lately?

  • If you have recently changed to a different ISP or installed a new router, this change can occasionally result in unintended challenges.
  • Sometimes the new ISP will change the physical location of your router. If the inverter-to-router cable we left is still within reach of the router, the ISP technician may have forgotten to reconnect it. In other cases, the router is no longer located along the path of that cable, and the cable itself needs to be moved. Depending on the complexity of the path of the inverter-to-router cable, you may be able to relocate the cable yourself. If not, this will require a paid service call to resolve (not covered under any of the warranties).
  • Alternatively, the router provided by your new ISP, or one you purchased yourself, may have new firewall protection or something called “SIP packets”, which are turned off. Either of these may be blocking your inverter’s access to the internet. This type of problem is best resolved by a computer specialist. If the router was provided by your ISP, contact them. If you purchased the router yourself, talk with a technician at the store or seek assistance from a computer specialist. It may also be good to contact your solar inverter manufacturer’s tech support to have their team provide remote assistance.
  • Additionally, when you change your ISP, you get a new IP address. The IP address works like a phone number that your inverter must know in order to transmit its data. Typically, when the IP address changes, the inverter will automatically request this new one from the new router; but sometimes this does not work. We suggest contacting the manufacturer of your router for help with resolving these types of issues as they may be better able to assist with the unique router/inverter challenges.
  • If your system is still having communication challenges, please reach out to our Service Department for additional assistance.

Troubleshooting Your Solis Inverter

Before you begin, follow the steps below to check and confirm that all of your solar system’s components are activated and showing power.

  1. Locate the circuit breaker inside your home’s main service panel (or subpanel if applicable). Make sure it is in the ON position, and not tripped. (Your solar breaker will generally be located at the bottom of the service panel and may be labeled as such).
  2. Check the AC disconnect box outside by the electric meter. The knife switch should be UP in the “ON” position.
  3. Confirm that:
    • There is sunlight.
    • Electricity in the rest of the building is operating normally and there is not a grid outage.
    • The array is clear of snow or other debris.


If everything is properly powered on, you can proceed with a system reset, called a Powercycle. Most inverter challenges can be corrected with these Powercycle steps.

1. Locate your AC circuit breaker or AC disconnect. 

AC Circuit Breaker (pictured above)

AC Disconnect (pictured above)

 

Breakers will usually be in your breaker panel. AC disconnects will be near your utility meter. Some systems will have both a circuit breaker and a disconnect. Some will only have a disconnect. if you have a breaker, make sure that it is not tripped. Let us know if it was tripped. 

2.  Turn off the breaker or AC disconnect switch. This switch turns off AC grid voltage going to the inverter. 

3. Locate the DC disconnect on the bottom left side of the inverter (shown below). Turn the DC disconnect off. It will make a positive click sound when it goes into the off or on position. This turns off DC voltage going to the inverter. 

Front of Solis Inverter (pictured above)

Bottom of Solis inverter with DC disconnect switch (pictured above)

 

4. The inverter should now be off. Make sure that no lights are lit on the inverter now. If everything looks to be off, then wait 5 minutes.

5. After 5 minutes, reverse the process by turning the AC breaker/disconnect and the DC disconnect back on. At this point, the inverter should start to go through its boot-up sequence. After a 5-minute grid monitoring period, power productions should resume if the sun is out. The power and operation lights should be on and solid, indicating normal operations. 

If the alarm light goes on, look for an error code on the screen of the inverter. Send us a picture the screen. This visual information helps us best diagnose your issue.

If you see proper operation again and can see power production on the screen taking place, you are finished with the power cycle. 

Please let us know what you found out during the power cycling process, and we can assist you further

When there is a green light on your inverter but there is a “No Communications” alert on your online SolarEdge/mySolarEdge monitoring portal, please see the following guidance to help re-establish your internet connection:

Step 1: Confirm that the internet is working properly on your computer. If not, please contact your Internet Service Provider to help re-establish an internet connection.

Step 2: Confirm your inverter is properly connected to your router and that your router is properly connected to the internet. To do this, determine which of the following connections is applicable for your solar system setup and follow the provided guidance.

  • Ethernet cable
    If you have an Ethernet Connection: If your inverter has a hard-wired internet ethernet connection – meaning that there is an ethernet cable running from your inverter to your router – confirm that the ethernet cable is fully plugged into your inverter, as well as into your router. Confirm that your router is plugged into an electrical outlet.
  • If you have Ethernet Bridges/Powerline Communication Adapters: If your inverter is connected using ethernet bridges, there will be one small rectangular box plugged into an outlet near your router, and another plugged into an outlet near your inverter.Both ethernet bridges should have an ethernet cable running from them– one will be connected to the router and the other to the inverter. Most ethernet bridges have LED lights – confirm that all lights are lit and are the same color (typically green).If one or more lights are not showing, or if one light on the ethernet bridge is a different color, unplug the ethernet bridge from the outlet and plug it back in.
  • If you have a Cellular Connection/Cell-Card Connection:If your inverter is connected through a cellular network,Power Cycle your inverter if you have not done so already.See attached Power Cycling Manual. If you have already Power Cycled, contact our Service Department for further guidance.


Step 3: If the problem persists, reset your internet router. If none of the above solutions seem to correct your inverter’s internet connection, reset your router: unplug the router from the wall outlet – wait 30 seconds – plug the router back in.

Have you changed Internet Service Providers (ISP) or installed a new router lately?

  • If you have recently changed to a different ISP or installed a new router, this change can occasionally result in unintended challenges.
  • Sometimes the new ISP will change the physical location of your router. If the inverter-to-router cable we left is still within reach of the router, the ISP technician may have forgotten to reconnect it. In other cases, the router is no longer located along the path of that cable, and the cable itself needs to be moved. Depending on the complexity of the path of the inverter-to-router cable, you may be able to relocate the cable yourself. If not, this will require a paid service call to resolve (not covered under any of the warranties).
  • Alternatively, the router provided by your new ISP, or one you purchased yourself, may have new firewall protection or something called “SIP packets”, which are turned off. Either of these may be blocking your inverter’s access to the internet. This type of problem is best resolved by a computer specialist. If the router was provided by your ISP, contact them. If you purchased the router yourself, talk with a technician at the store or seek assistance from a computer specialist. It may also be good to contact your solar inverter manufacturer’s tech support to have their team provide remote assistance.
  • Additionally, when you change your ISP, you get a new IP address. The IP address works like a phone number that your inverter must know in order to transmit its data. Typically, when the IP address changes, the inverter will automatically request this new one from the new router; but sometimes this does not work. We suggest contacting the manufacturer of your router for help with resolving these types of issues as they may be better able to assist with the unique router/inverter challenges.
  • If your system is still having communication challenges, please reach out to our Service Department for additional assistance.

Before you begin, follow the steps below to check and confirm that all of your solar system’s components are activated and showing power.

  1. Locate the circuit breaker inside your home’s main service panel (or subpanel if applicable). Make sure it is in the ON position, and not tripped. (Your solar breaker will generally be located at the bottom of the service panel and may be labeled as such).
  2. Check the AC disconnect box outside by the electric meter. The knife switch should be UP in the “ON” position.
  3. Confirm that:
    • There is sunlight.
    • Electricity in the rest of the building is operating normally and there is not a grid outage.
    • The array is clear of snow or other debris.


If everything is properly powered on, you can proceed with a system reset, called a Powercycle. Most inverter challenges can be corrected with these Powercycle steps.

 

Step 1: Locate your Fronius inverter.

Find the black switch – it will be located on the bottom-left of your inverter.

Turn knob 1⁄4 turn toward the “O” position. (Look closely at the switch from below to verify which position is the “O” position.)

Step 2: Turn off the AC power.

  1. Locate the “solar breaker” inside of your main service panel – likely near the bottom.
  2. Flip the solar breaker into the OFF position – this will be the opposite direction the rest of the breakers are facing in the main service panel.

Note: If the solar circuit breaker is not labeled, look for a dual pull 40 AMP breaker toward the bottom of the main service panel that might look newer than the others. This is likely the solar breaker.

 

Step 3: Wait 5 minutes.

Leave the DC power completely off for 5 minutes. This will allow time for the capacitors in the inverter to discharge completely before proceeding to the next step.

Step 4: Turn on the AC power.

Flip the AC solar breaker back into the ON position. Make sure it matches the direction of the rest of the breakers in the main service panel.

Step 5: Turn on the DC power.

Turn ON the DC disconnect switch on the bottom-left of your inverter by turning it toward the “I” position. You may hear clicking sounds as the inverters power back up – this is normal.

Step 6: Check inverter screen for activity.

Under normal conditions, the inverter will display a “Start Up” or “AC Grid Timer” message on the screen for 5 minutes. After 5 minutes have elapsed, the inverter should be completely on and display a read-out of its real time production in watts.

If after 5 minutes, the screen displays a persistent State Code, please take note of the code and contact the Service Department for further assistance.

 

Step 1: Locate your Fronius inverter.

Find the black switch – it will be located on the bottom-left of your inverter.

Turn knob 1⁄4 turn toward the “O” position. (Look closely at the switch from below to verify which position is the “O” position.)

Step 2: Turn off the AC power.

Locate the AC Disconnect to turn off the AC power. The disconnect is often located outside near the meter. Pull the handle down, into the OFF position.


Step 3: Wait 5 minutes.

Leave the DC power completely off for 5 minutes. This will allow time for the capacitors in the inverter to discharge completely before proceeding to the next step.

Step 4: Turn on the AC power.

Lift the AC disconnect handle up into the ON position.

Step 5: Turn on the DC power.

Turn ON the DC disconnect switch on the bottom-left of your inverter by turning it toward the “I” position. You may hear clicking sounds as the inverters power back up – this is normal.

Step 6: Check inverter screen for activity.

Under normal conditions, the inverter will display a “Start Up” or “AC Grid Timer” message on the screen for 5 minutes. After 5 minutes have elapsed, the inverter should be completely on and display a read-out of its real time production in watts.

If after 5 minutes, the screen displays a persistent State Code, please take note of the code and contact the Service Department for further assistance.

When there is a green light on your inverter but there is a “No Communications” alert on your online Fronius portal, please see the following guidance to help re-establish your internet connection:

Step 1: Confirm that the internet is working properly on your computer. If not, please contact your Internet Service Provider to help re-establish an internet connection.

Step 2: Confirm your inverter is properly connected to your router and that your router is properly connected to the internet. To do this, determine which of the following connections is applicable for your solar system setup and follow the provided guidance.

  • Ethernet cable
    If you have an Ethernet Connection: If your inverter has a hard-wired internet ethernet connection – meaning that there is an ethernet cable running from your inverter to your router – confirm that the ethernet cable is fully plugged into your inverter, as well as into your router. Confirm that your router is plugged into an electrical outlet.
  • If you have Ethernet Bridges/Powerline Communication Adapters: If your inverter is connected using ethernet bridges, there will be one small rectangular box plugged into an outlet near your router, and another plugged into an outlet near your inverter.Both ethernet bridges should have an ethernet cable running from them– one will be connected to the router and the other to the inverter. Most ethernet bridges have LED lights – confirm that all lights are lit and are the same color (typically green).If one or more lights are not showing, or if one light on the ethernet bridge is a different color, unplug the ethernet bridge from the outlet and plug it back in.
  • If you have a Cellular Connection/Cell-Card Connection:If your inverter is connected through a cellular network,Power Cycle your inverter if you have not done so already.See attached Power Cycling Manual. If you have already Power Cycled, contact our Service Department for further guidance.


Step 3: If the problem persists, reset your internet router. If none of the above solutions seem to correct your inverter’s internet connection, reset your router: unplug the router from the wall outlet – wait 30 seconds – plug the router back in.

Have you changed Internet Service Providers (ISP) or installed a new router lately?

  • If you have recently changed to a different ISP or installed a new router, this change can occasionally result in unintended challenges.
  • Sometimes the new ISP will change the physical location of your router. If the inverter-to-router cable we left is still within reach of the router, the ISP technician may have forgotten to reconnect it. In other cases, the router is no longer located along the path of that cable, and the cable itself needs to be moved. Depending on the complexity of the path of the inverter-to-router cable, you may be able to relocate the cable yourself. If not, this will require a paid service call to resolve (not covered under any of the warranties).
  • Alternatively, the router provided by your new ISP, or one you purchased yourself, may have new firewall protection or something called “SIP packets”, which are turned off. Either of these may be blocking your inverter’s access to the internet. This type of problem is best resolved by a computer specialist. If the router was provided by your ISP, contact them. If you purchased the router yourself, talk with a technician at the store or seek assistance from a computer specialist. It may also be good to contact your solar inverter manufacturer’s tech support to have their team provide remote assistance.
  • Additionally, when you change your ISP, you get a new IP address. The IP address works like a phone number that your inverter must know in order to transmit its data. Typically, when the IP address changes, the inverter will automatically request this new one from the new router; but sometimes this does not work. We suggest contacting the manufacturer of your router for help with resolving these types of issues as they may be better able to assist with the unique router/inverter challenges.
  • If your system is still having communication challenges, please reach out to our Service Department for additional assistance.

Frequently Asked Service Questions and Answers

We recommend an annual reset of your system – often called “Power Cycle”. Power Cycling is simply turning your solar components off and back on. Performing these steps can never harm your system. Many system issues or alerts on your online monitoring portal can be resolved by performing a Power Cycle. 

Follow the Power Cycling instructions on this page or download specific instructions for your inverter brand below 

StraightUp Solar has a dedicated crew that partners with roofing, construction, and homeowners to remove and reinstall solar PV system components for these home improvement projects.  Please contact us for more information and to request a quote.  

The amount of kilowatt-hours (or “solar credits”) listed on your utility bill only reflects the excess solar energy generated during that month that was sent to the utility grid, not the total amount of solar energy produced by your system. You can find information about your system’s total energy production on the monitoring portal. When the sun is shining and your array is producing energy, your home’s appliances and electrical needs get to use it first! Any surplus amount not needed by the home will then go back to the grid. The utility meter can only record this excess solar energy, and cannot measure the amount consumed by the home. For more information check out these videos on how to read your energy energy bill in Illinois and Missouri.

StraightUp Solar only services off-grid or battery systems originally installed by our team at this time. To find an installer to service your off-grid system that we did not install, consult the Illinois Solar Energy Association directory or the Missouri Solar Energy Industries Association directory.

StraightUp Solar will service solar thermal or solar hot-water systems installed by our company. To find a solar installer to service your system, consult the Illinois Solar Energy Association directory or the Missouri Solar Energy Industries Association directory.

We have a formal change of ownership process for new owners of a home with a StraightUp Solar system installed. We’ll connect you to the online system monitoring portal (to view how much energy your system produces), and assist with transferring over your system’s warranty coverage. We will also provide you with an Owner’s Guide for your system and can walk you through the key components. While there is no deadline before or after the purchase date of your home to complete these steps, we’d like to get the process started right away in order to provide you with important solar ownership information, and ensure that you are enjoying all the benefits of your system! Please reach out to us at your earliest convenience.

If you have purchased a home with a system installed by another company, we are happy to share information on the system operations and advise on important steps as a new solar PV system owner. We can also provide information on system repair, support, and maintenance services. Just reach out to us!

Animals can cause excessive damage by chewing wires and digging under roof-mounted solar arrays. Removing trees or vegetation near the roof can help prevent their access. If you see animal activity, please contact us to schedule a service visit. Animal damage and other Acts of Nature are not covered by any warranty, but may be covered under your homeowner’s insurance.

To prevent animal damage, we recommend installing Critter Guard, a heavily coated black wire mesh installed around the perimeter of your array. Though Critter Guard is not a 100% guarantee against animal damage, it can be an effective deterrent to nesting birds, squirrels, and other roof rodents.  Please contact our service department for a quote on Critter Guard.

Solar panels are made of very durable materials and can withstand most hail storms. However, fallen trees, golf balls, lawnmowers (ground arrays), human-made projectiles, and major flooding can cause damage to your solar panels. If you have visible damage to your system, please contact your homeowner’s insurance first. We can follow their assessment with our estimate for a service repair. Please contact us for a quote.

Yes, full or partial snow cover may affect your system’s production. DO NOT CLIMB ON YOUR ROOF TO REMOVE THE SNOW! If you have a ground mount, using your hand or soft bristle broom to remove the snow can be helpful.

You may see alerts or errors on your monitoring portal related to low DC voltage.  When snow and ice melt from the array, the error messages should resolve on their own.  A portal alert may still display for a few days after solar production has returned to normal.  Please be advised that snow must clear from the array before troubleshooting can take place with our service technicians or the original equipment manufacturer.

Snow days were accounted for in your solar energy generation estimate.  Our project developers use localized weather forecasting to produce these estimates. Frequently, the long sunny days of summer will more than make up for winter days and occasional snow cover, and should not affect your overall annual average production. Our 10-year production guarantee ensures that you will receive the full benefit of your solar PV system’s energy generation. 

Yes! If you are interested in having your panels professionally cleaned, we can provide an estimate upon request. The cost will be customized to your system, depending on number of panels installed, slope and height of your roof and whether your system requires the use of specialized lifts and equipment.  

Please note that in the winter months, we can only perform panel cleaning at temperatures above 42 degrees.

Please submit a Service Request if interested and we will be happy to provide a quote for you. 


Ground-mounted arrays: Cool water and a soft sponge/mop may be used to gently clean the solar panels – take care not to wash the undersides of the panels. Detergents should not be used unless absolutely necessary. We recommend only very minimal and targeted use of dish soap to remove tree sap on the panels; be sure to rinse the panels thoroughly if detergents are used. It is not advised to wash panels during the hottest times of the day in the summer months.

Roof-mounted arrays: For your safety, StraightUp Solar does not recommend that customers access their roof array for any reason, including panel cleaning. 

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