Is the system down, or did monitoring stop reporting?
A monitoring connection can fail while solar equipment continues generating. SolarEdge explains that its app data is normally updated every 15 minutes and directs homeowners to check the last-update field, inverter communications, and router settings before concluding production has stopped. Enphase similarly treats gateway reporting as a monitoring condition that requires equipment-specific troubleshooting.
Start with observations you can safely make in the app or from ground level. Do not open electrical equipment, remove covers, or handle solar wiring. Status colors and error codes vary by product, and rooftop modules can generate electricity in daylight.
- Record the exact alert, its timestamp, and the last successful production update.
- Note whether the router, internet provider, Wi-Fi password, utility service, roof, or electrical work changed near the time of the issue.
- Save recent production totals and a screenshot of the device map or alert where available.
- If accessible without opening equipment, photograph the inverter’s exterior display and model label.
What symptoms should I report?
A useful request distinguishes the whole array, an individual device, and a missing data connection. The reported symptom is the starting point for diagnosis—not proof of a particular failed part.
| Observation | Useful evidence | What the provider needs to establish |
|---|---|---|
| The app stopped updating | Last update, alert screenshot, internet changes | Whether communications or generation failed |
| Whole-system production fell to zero | Daytime production record, inverter status, utility availability | Whether inverter, protection, wiring, or utility conditions prevent operation |
| One device reports less energy | Device map and comparable-period readings | Whether shading, orientation, communications, or equipment explains the difference |
| Output declined gradually | Several months of production and original estimate | Whether the decline exceeds expected seasonal variation |
| Roof leak appeared near array | Leak photos, rainfall date, roof-work history | How roof and solar scopes interact |
| Concern began after roof work | Before-and-after production, contractor details | Whether reconnection or equipment handling needs review |
How to tell whether low production needs attention
Compare equivalent periods and conditions before drawing a conclusion. Weather, season, dust, shading, and daylight hours can change production. Start with daily energy in kWh rather than a momentary kW reading, then compare the same month in a prior year when records allow.
Normalize reports with different date spans by dividing total production by days reported. For example, 900 kWh over 30 days is 30 kWh per day; 775 kWh over 25 days is 31 kWh per day. That arithmetic helps compare period length, but it does not correct for weather, shade, or equipment differences.
A persistent daytime shutdown, repeated fault, or a material change after storm or roof work deserves a prompt service request even if a full year-over-year data set is unavailable.
If the original solar installer closed
An installer closure changes the path to service. Gather the installation contract, equipment list, permit record, warranty documents, monitoring-account information, and ownership records before arranging paid work. A lease or PPA may require the system owner or service administrator to authorize work.
Manufacturer product warranties, labor programs, and the original installer’s workmanship promise can be separate. Ask any new provider to identify which warranty may be pursued, what evidence is needed, what work remains payable, and what coverage applies to its new work.
Enphase describes an installer program that can include service takeover for systems whose original installer has closed. Actual acceptance depends on equipment, location, records, provider scope, and the condition of the installation.
- Confirm equipment model and serial information where safely available.
- Ask who can restore or grant monitoring access and whether an ownership transfer is needed.
- Do not promise a buyer, lender, or insurer that coverage transfers until the responsible company confirms the applicable terms.
What a solar repair quote should include
A quote should identify both the diagnostic scope and the proposed correction. A communications visit, failed inverter, damaged panel, roof leak, and roof-access removal involve different work. Compare complete written scopes, not only a headline price.
| Quote item | What to request in writing |
|---|---|
| Diagnosis | Visit charge, remote review, tests included, and any credit toward repair |
| Equipment | Exact part or model, compatibility, availability, and warranty status |
| Labor and access | Electrical work, roof access, panel movement, and return visits |
| Roof scope | Responsible roofing contractor, waterproofing requirements, and coordination sequence |
| Permits and utility | Required approvals, responsible party, and included fees |
| Monitoring | Access restoration, configuration, and verification after work |
| Closeout | Test results, photographs, replaced components, and service warranty |
Roof leaks, storm damage, and removal coordination
An indoor stain near an array does not identify the water entry point. A coordinated review may need to consider roof condition, attachments, flashing, racking, electrical pathways, and whether panels obstruct inspection or repair.
If panels must move for roof work, agree on who handles disconnection, labeling, equipment storage, mounting details, reinstallation, testing, monitoring restoration, and any permit or utility step. Hardware and waterproofing decisions should follow the specific mounting system’s instructions and approved design.
If a system is modified or equipment is added, confirm the applicable utility and authority-having-jurisdiction requirements. FPL’s agreements contain modification and interconnection conditions for its customer-owned renewable generation program.
What proof to receive after repair
Agree on the completion standard before work begins. Ask for a service report that states the observed fault, correction, parts replaced, test results, and any remaining concerns. If a permit was required, retain the completed inspection records.
When monitoring restoration is in scope, confirm current data appears again and keep a dated production baseline for comparison under suitable weather conditions. Put the agreed operating checks in the contract so the handoff is evidence-based rather than assumed.