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.