Customer Support FAQ and Troubleshooting Guide

Troubleshooting System Issues

Data Not Displaying in Monitoring Portal:

If data is not displaying in the online monitoring portal for the system, the first step is to determine if the system is producing or not.  This can be done by checking the indicators on the physical equipment which will indicate whether the system is producing normally.

• SolarEdge: Normal power production will be indicated by a steady green light on the inverter, either next to the screen on the inverter or between the two halves of the inverter depending on the model.
• Enphase: For systems with the Envoy M (oval shaped device with LCD screen), refer to the following guide from Enphase.  For systems with the Envoy S or IQ (large white enclosure with black unit in the upper right inside the enclosure), a steady green light next to the lightning bolt icon on the monitoring unit.

If the system does not appear to be producing normally per the guidelines above, please refer to the “Power Production Issue” section.  If the system is showing normal production, the next step is to identify the method of internet connection to the equipment.  Below are the types of connection and their method for troubleshooting.

• Hardwire: A physical cable, marked with a red “Solar Data Cable” label is run between the equipment and wireless router.  Check that the cable is still plugged into the router.  If so, try rebooting the router, then resetting the system by pulling down the AC disconnect lever (located next to the utility meter) to the off position and back on.
• Wireless adapter:  Two wireless adapters are installed with this method and plugged into the wall, one next to the wireless router and the other either next to the electrical panel, or for Enphase systems sometimes located in the large white enclosure that houses the monitoring unit.  Check to ensure that the plug from the adapter near the router is still plugged in.  If so, unplug both adapters, and bring them to an outlet with two available plugs.  Plug both adapters in, and press the “Pair” button on the front of the adapters.  After confirming that the middle light on both adapters is lit, return them to their original locations, making sure that the cables are plugged back into the adapters as they originally were.
• Wi-fi (Enphase systems only): Please reference the troubleshooting guide provided by Enphase here.  The Envoy unit referenced in the instructions is the large white enclosure with the unit in the top right.

After following any of the steps above, please allow 2-4 daylight hours for communication to be re-established with the monitoring portal to confirm if the issue is resolved.

Power Production Issue

If a power production alert is present on the equipment or monitoring portal or an individual panel appears not to be producing, please take the steps below:

• Panel level issues:  If an individual panel or panels appear not to be producing or is producing less than the surrounding panels, do a visual inspection of the panel from the ground.  Is there any external factor (such as snow cover) that might be preventing the panel from producing?  If evaluating underproduction, is there any form of shade for the panel(s) such as a vent pipe, chimney, or adjacent roof?  If none of these appear to be the case, please contact Boston Solar for further evaluation.  We will contact the manufacturer to run a remote diagnosis and determine whether the issue can be fixed remotely or if a site visit is needed.
  • For Enphase systems, if an entire group of panels appears to be offline in the same area, check the circuit breakers in the large white enclosure and reset these to see if the production returns.
• System level issues:  If the entire system is showing no production, reset the system by pulling the AC Disconnect lever (located next to the utility meter) down to the off position and back on again.  The system will reboot within about 15-20 minutes (during daylight hours), after which it should show a green light to indicate normal production.  If the system remains in a fault state, please contact Boston Solar to provide further support.  If there are any error messages on the equipment, please have these on hand to reference for our support team.
  • For SolarEdge systems, as part of the reset process the switch between the two halves of the inverters should be toggled, ending in the “I” or on position.
     

Selling a home with a Boston Solar System

Warranty:

Boston Solar’s workmanship warranty is fully transferrable to the buyer of the property and does not require any paperwork to transfer.  Terms will be unchanged from the original agreement.  Manufacturer’s warranties can also be transferred to the buyer, some free of charge and some requiring a transfer fee:

• Sunpower: No fee required, warranty transfer form to be completed and submitted by new owner.  Form requires the serial number of at least one panel on site which Boston Solar can provide on request.
• SolarEdge: No fee or paperwork associated with warranty transfer.
• Enphase:  Online form to be filled out by new owner, fee required for ownership transfer.

Incentives:

• Net metering: If the system is eligible for net metering benefits, the new owner will these benefits on their utility bill.  In order for this to be set up, a form needs to be completed and sent to the utility to update their records.  Boston Solar can assist the new owner with completion of this form, and will require the following information:
  • New utility account number
  • Utility meter number
  • Name of utility account holder
  • Accounts to transfer excess net metering credits to (if applicable)
• SREC: Ownership of SRECs generated by the system can be either kept by the original homeowner or re-assigned to the new owner.  In either scenario, the SREC Aggregation company which sells the credits on behalf of the system owner will need to be notified.  In the event that the seller is retaining SREC credits, a form must be signed by the buyer and seller confirming this arrangement has agreed upon.  In order for SREC production reporting to continue, the system will need to be re-connected to the internet connection provided by the new homeowner, or a cellular modem will need to be purchased to allow reporting without an on site internet connection.
• SMART: SMART incentives are transferred to the new owner.  In order to make arrangements for payment to be sent, the new owner will need to contact the utility to confirm payment preferences.
  • Eversource: emdg@eversource.com
  • National Grid: distributed.generation@nationalgrid.com
  • Until: generator@unitil.com

Monitoring Access:

Boston Solar will facilitate transfer of monitoring access for the system to the new owner.  In order to set up the updated access, an e-mail address for the new owner will be required.  For Enphase systems, the monitoring transfer is included in the online warranty transfer process.  In order for monitoring data to be available online, the new owner will need to provide an on site internet connection that the system can connect to, or purchase a cellular modem to transmit data via a cellular signal.

Contact Information:

Boston Solar asks that if possible, e-mail and phone contact information for the new owner is provided to keep our records up to date and allow us to contact the new owner for any system-related matters.  New owners can contact Boston Solar by calling our main number (617) 858-1645 or e-mailing customerexperience@bostonsolar.us.

3G Network Support and SREC Reporting – How does it affect my system?

As you may have heard, major mobile carriers are planning on discontinuing their 3G networks to focus on newer technology such as 5G, effective in early 2021.  Many production meters installed to provide revenue grade production tracking and reporting under the SREC program utilize the 3G network, so this change may impact your system.  It is very important to Boston Solar that all our customers remain able to report their production to the state for the SREC incentive, so we are providing a quick guide below to determine whether your system is affected, and potential steps to take if it is.

How do I know whether my system will be affected?

Only systems which utilize cellular service to report production data will be affected – if the meter reporting production to the state is connected directly to your wireless router on site, it will continue to report as normal.  Commonly installed meters using 3G cellular service include the Locus Energy LGate 120 and the Solar-Log 350.  If your system has one of these meters, there is likely action needed which will be detailed in the sections below.  If you do not have one of these meters and you have a monitoring connection plugged directly into your wireless router, your system is likely not affected.  If you have any questions on whether your system is affected, please submit an inquiry here.

What are the options for updating my system’s connection?

There are three potential options for affected system owners in addressing the 3G network sunset.  The availability of these options may vary by system size and existing meter type:

• Meter Replacement: The existing meter can be replaced with a new meter which would report on the 4G network.
• Meter Hardwire: “Hardwiring” refers to a direct connection between the production meter and the home’s wireless router.  This is done either by running a direct cable (CAT5) between the two pieces of equipment, or utilizing wireless adapters.  Not all meters are compatible with this method of connection.
• Self-reporting (only available for systems 10kW DC and below): System owners can manually report production on a monthly basis via the MassCEC PTS (Production Tracking System) online portal.

What is the cost of these options?

Costs for either meter replacement or meter hardwire can vary based on the equipment installed and on-site conditions. Please fill out a contact form here to receive a quote for your system.  Self-reporting production can be done at no additional cost as it does not require any adjustments to the equipment on site.

Can I have another company complete this work?

We are aware that many customers may have received communications either through their SREC provider or other third party offering a meter upgrade package.  System owners are free to make their own choice on who they would like to do this work based on the pricing and available services.  However, please note that Boston Solar does not warranty work completed by outside contractors.

When would my system be affected?

Although the timing will vary by mobile carrier, it is expected that the major 3G networks will be out of service by the end of March 2022 at the latest, but likely sooner.  Fortunately, because the schedule of issuing SRECs is one quarter behind actual production, this provides extra time for addressing the network issue.  SRECs for Q1 2022 (when the 3G network will first be unavailable) will not be issued until July 15th, so systems that report production for the end of June will still be able to see SRECs issued without interruption.  If the reporting for the system is not re-established by the end of June, SREC issuing may be delayed by a quarter but all production will still be recognized as long as this is resolved by the end of the calendar year 2022.