Troubleshooting Page | GoSimpleSolar

Solar System Troubleshooting Form
This troubleshooting guide has two goals. First and foremost, and most importantly, you'll very quickly be able to confirm if your solar PV system is producing power. In most cases, you will have been directed to this troubleshooting form for reasons outside of GoSimpleSolar's control; internet connectivity or network problems. A quality home or business network must be maintained to keep solar PV monitoring properly reporting to your monitoring portal. This form will work with you to try to reestablish network communications (checking cable connections and such, etc). If you are unable to resolve a communication issue on your own, we'll recommend that you contact Portable CIO, ( http://pcioit.com/ ) our networking professional business partner. Portable CIO can ensure that your solar PV monitoring stays connected, and they can also offer home or business networking solutions that can improve your internet experience and connectivity for all the devices in your home. Let's get started!
NOTE: Please perform this troubleshooting procedure between 10AM and 4PM to ensure your solar system is producing electricity.

Name*

First Last

Do you have SMA string inverter(s) or Enphase micro-inverters?*

Enphase micro-inverters
SMA string inverter(s)
I do not know

Determination of System Inverter Monitoring

Do you have one of these inverters installed in your garage or on an outside wall?

Do you have one of the above string inverters installed?*

Yes
No

SMA Sunny Boy Monitoring Troubleshoot

SMA Customer Support Contact

SMA support representatives are extremely helpful and knowledgable about their products. We recommend contacting SMA for a fast, easy fix to your issue. Please call:

1 (877) 697-6283

If you would like to troubleshoot on your own, please proceed with this guide.

SunnyBoy Display with Green Light

Is your issue concerned with internet connectivity?

Yes
No

Do you want to proceed with the internet communication troubleshooting procedure?

Yes
No

Internet Communication Quick Troubleshoot

If your Sunny Boy inverter is not directly wired to the modem or router, you will have an ethernet cable running from your modem to one of the above devices, which should be plugged into a nearby wall outlet. Check to make sure all connections are secure, then unplug and replug the unit. Wait 1-2 minutes, then refresh your online monitoring page. Does this fix the issue?

Yes
No

Do you see a solid green or blinking green light on your inverter?*

Yes
No, there is a red light.

Near your Sunny Boy inverter, you will find another identical unit plugged into a nearby outlet. Secure all connections, then unplug and replug the unit. Wait 1-2 minutes, then refresh your online monitoring page. Did this fix the issue?

Yes
No

Have you purchased internet and smart phone monitoring for your system?*

Yes
No

The solid green light indicates your solar system is producing electricity.
The reported issue is not urgent and relates to internet communications.
Typically, communications errors are caused by a change in internet service provider, a relocation or replacement of the router or modem, or other changes at the home that are out of our control.
Therefore, if you are unsuccessful in reestablishing communications by performing the below procedures, we highly suggest you call Portable CIO http://pcioit.com/ in order to reestablish your home or business network signal connectivity to the inverter.
A service charge will not apply if any of the originally supplied equipment (assuming it is still under warranty) is discovered to be defective.

The blinking green light indicates that your inverter is stuck in boot up mode OR the inverter is operating normally (depending on the model of SMA inverter).
Inverter Types: On the right side of your inverter(s) is a data plate. If the model number says SB xxxxTL, then proceed with this troubleshooting guide if you have a flashing green light. If you have a flashing green light, and your inverter model says SB x.0 US, your inverter is operating normally.

The red light indicates that your inverter is not operating as it should.
Please proceed with the following troubleshooting as soon as possible.

Reboot the inverter
Under the SunnyBoy is a grey box with a black dial.
This is the DC Disconnect.
Please turn the black dial to the OFF position.
Then go to your electrical panel and flip the circuit breakers labeled SOLAR to the OFF position.
Wait 10 minutes.
Turn the SOLAR circuit breakers back ON.
Turn the DC Disconnect dial to the ON position.
Wait 15 minutes.

After rebooting the inverter, what color light do you see on the inverter?*

Solid Green
Blinking Green, Sunny Boy x.0 Model, Blinking Green Light indicates proper operation
Red Light

GoSimpleSolar Support
Please ignore the next questions and scroll down to the bottom of this form to request servicing.

Your solar system is now producing electricity.

SMA Monitoring Troubleshooting

Please login to SMA online monitoring portal to verify internet communication with your solar system.

There are no further troubleshooting steps required.

Online Monitoring Green Checkmark

When logged in to your online monitoring, do you see the above green checkmark under "Current PV system status"?

Yes
No

This indicates that your solar system is communicating with the internet.
There are no more issues with your solar system.
Please scroll down to the bottom of the page to and click submit.

Internet Communications Troubleshooting
Step 1: Rebooting the Inverter
(If you have already performed this, you may skip this step).
Under the SunnyBoy is a grey box with a black dial.
This is the DC Disconnect.
Please turn the black dial to the OFF position.
Then go to your electrical panel and flip the breakers labeled SOLAR to the OFF position.
Wait 10 minutes.
Turn the SOLAR breakers back ON.
Turn the DC Disconnect dial to the ON position.
Wait 15 minutes.

Step 2: Rebooting Router
Please unplug your router and plug it back in.
Unplug the cable running from the router to the inverter on both ends and plug it back in as well.

After unplugging your router, rebooting the inverter, and waiting 10 minutes, does your online monitoring now show a green checkmark under "Current PV system status"?*

Yes
No

Your online monitoring is back online!
There are no more issues with your solar system.
Please scroll down to the bottom of the page to and click submit.

We are sorry to hear that you were unsuccessful.
Please call SMA customer support that might be able to help solve the issue at 1 (877) 697-6283.

Was SMA able to resolve your online monitoring?*

Yes
No

Please scroll down to the bottom of the page to request GoSimpleSolare servicing.

Congratulations!
Please scroll down to the bottom of the page to finish this form.

Enphase Monitoring Troubleshoot

Photo of Envoy Device

Is your issue concerned with internet connectivity?

Yes
No

Do you want to proceed with the internet communication troubleshooting procedure?

Yes
No

Internet Communication Quick Troubleshoot

If your Envoy is not directly wired to the modem or router, you will have an ethernet cable running from your modem to one of the above devices, which should be plugged into a nearby wall outlet. Does the outlet device emit a faint high pitched noise?

Yes
No
Not Sure

Interesting. We may know what is going on.

Please carry out the rest of the troubleshooting procedure below so we can rule out any other factors. If the below steps do not fix your problem, you may schedule a troubleshooting appointment at the end of the form.

Interesting.

Please carry out the rest of the troubleshooting procedure below.

Near your Envoy unit, you will find another identical unit plugged into a nearby outlet. Does the outlet device emit a faint high pitched noise?

Yes
No
Not Sure

Check to make sure all connections with each of the outlet devices are secure, then unplug and replug both units. Wait 1-2 minutes, then refresh your online monitoring page. Does this fix the issue?

Yes
No

Great!

Please navigate to the bottom of the form and submit this form. We continuously update this Troubleshooting page to help all of our customers receive fast, easy support. The information you provide helps us better serve you. Thanks!

Does the number on the bottom right corner of your Envoy match the number of solar panels of your system?

Yes
No

Great!
This means that your Envoy has correctly located all of your solar panel micro-inverters.
Your solar system is producing electricity and the reported issue pertains to internet communications and is not urgent.
Typically, communications errors are caused by a change in internet service provider, a relocation or replacement of the router or modem, or other changes at the home that are out of our control.
Please continue to our brief online monitoring troubleshoot below. Please Note: If you are unsuccessful in reestablishing communications by performing the below procedures, and we come to your home and resolve the issue performing the same procedures, there will be a service charge for our visit.
A service charge will not apply if any of the originally supplied equipment is discovered to be defective.

Please call Enphase customer support to troubleshoot internet communication if the below procedure is ineffective.
(877) 797-4743

All Devices Not Found
This means that your Envoy is not locating all of your solar panel micro-inverters.
This issue might cause loss of electricity production.
Please go to your electrical panel and locate the circuit breakers that are marked SOLAR.
Flip these breakers all the way OFF and then back ON.
Allow 10 minutes for the Envoy device to locate the micro-inverters.

NOTE:
The Envoy should be plugged in to a wall power outlet and not into an electric power-bar or surge protector.
Do not plug any other device in that power outlet.
Also ensure that the cable running from the Envoy to your router is properly plugged in. (does not apply if wireless communication setup)

After having switched OFF then ON the solar breakers, does the number of devices the Envoy displays now match the number of solar panels of your system?

Yes
No

All Devices Found
This means that your Envoy has correctly located all of your solar panel micro-inverters.
Please proceed with the following steps.
Please wait 15 minutes and navigate to MyEnlighten online monitoring to view your solar system production.
You should see a green checkmark like the one shown above.

All Devices Not Found
Please scroll down to the bottom of the page to request Servicing.
Please call Enphase customer support for further troubleshooting: 877 797 4743

After calling Enphase customer support, where you able to resolve the issue?*

Yes
No

Congratulations!
If Enphase has confirmed that your system is fully operational, please scroll down to the bottom of the page to finish this form.

GoSimpleSolar Servicing
We are sorry to hear you were unable to resolve the issues.
Please skip the following steps and scroll down to the bottom of the page to request Servicing.

Enphase Online Monitoring

Online Monitoring
Please wait 15 minutes and navigate to MyEnlighten online monitoring to view your solar system production.
You should see a green checkmark similar to the one shown above.

When logged in to your online portal, do you see a green checkmark similar to one of those shown above?

Yes
No, it says my system is not reporting.

Monitoring Troubleshoot
Please unplug your modem, router, ethernet bridge (little black box by the router if you have one), and the Envoy.
Plug the devices back in the same order and wait until each device fully powers on before moving to the next step.

Succesful Troubleshoot
We are happy to hear that you were successful with your troubleshoot!
Please scroll to the bottom of the page to finish this form.

After performing the above troubleshoot and waiting 15 minutes, when logged in to your online portal, do you now see a green checkmark similar to one shown above?

Yes
No, it still says my system is not reporting.

Unsuccessful Internet Troubleshoot
We are sorry to hear that you were unsuccessful.
Please call Enphase at 877 797-4743 for further troubleshooting.

If you are satisfied with the operation of your system and you are not concerned about online monitoring, then you need not worry about your communication issue.

After calling Enphase customer support, where you able to resolve the issue and see a green checkmark?*

Yes
No

Succesful Troubleshoot
We are happy to hear that you were successful at troubleshooting.
Please navigate to the bottom of the form and submit this form. We continuously update this Troubleshooting page to help all of our customers receive fast, easy support. The information you provide helps us better serve you. Thanks!

GoSimpleSolar Servicing
We are sorry to hear you were unable to resolve the issues.
Please scroll down to the bottom of the page to request Servicing.

GoSimpleSolar Servicing

Has this troubleshoot resolved your issue(s)? *

Yes
No

Would you like to schedule a time for GoSimpleSolar servicing? *

Yes
No

Do you acknowledge that a servicing fee will apply if we are able to resolve the issue following the above troubleshooting?*

Yes
No

Did Enphase customer support provide any indication as to what might be the cause of the issue?

Did SMA customer support provide any indication as to what might be the cause of the issue?

GoSimpleSolar Servicing
Please hit the submit button below and we will be contacting you shortly to set up an appointment.

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