Monitoring

Q. How and when do I get access to my online monitoring?

A. Once your system has gone live, we work with your inverter manufacturer to build your own personal online page. This usually takes one to two weeks. When it’s ready, you’ll get emails from us and SolarEdge about how to register. The sites are very user-friendly and self-explanatory, but we’re happy to answer any questions you may have.

Q. I’m anxious to see my system’s production online. Why does it take so long?

A. Your system needs to be on for a few days to allow the optimizers on the roof to “phone home” and register with the inverter. After that happens, Jessica “builds” your site online and then notifies you about the registration process. We do all this as quickly as we can, but it can take a week or even two. Rest assured you are not losing any data while you wait, as long as your Internet connection is OK and your monitoring is on. (For newer systems, that means the two little boxes are still plugged into outlets near your inverter and your router — see the last question on this page. When we leave your house after installing the system, we make sure the monitoring is all set, but sometimes one of the little boxes somehow gets unplugged between that time and the time you turn on your system.)

Q. How do I know if my system is online (connected and reporting to my monitoring site)?

A. You can check online at your inverter company’s monitoring website (e.g. solrenview.com or solaredge.com). You’ll want to get to know your monitoring site as each is slightly different. For example, Solrenview says your system is “Online”. SolarEdge shows a green checkmark after “Site Status”

Q. How does my solar connect to online monitoring?

A. Typically, via “data over power lines devices” — small boxes we install next to your inverter and near your Internet router. As long as those are plugged in and your Internet is working, you should have connectivity to your solar monitoring website. You’rs will look something like the one in this photo.

Q. Whose responsibility is it to keep my system online?

A. It is yours! We cannot remotely ensure that all is working with your computer and Internet set-up, so please check occasionally to be sure your system is online and reporting. We cannot help monitor your system’s production if it’s offline. And your Performance Warranty, if you have one, is void for any time the system is offline. If we can’t monitor it, we can’t guarantee it.

Q. What do I do if my system goes offline?

A. Try the following trouble-shooting steps, in this order:

1. Check to be sure your Internet connection is working.
2. If it is, check all the other parts of your computer system, including the modem.
3. If that all seems to be working, make sure your “data over power lines devices” (DOP) are still plugged in and the cables securely connected. These are 2 small boxes that look something like what you see in the photo. One DOP is plugged in next to your inverter – make sure it is plugged into a wall outlet and not a power strip. The other DOP was installed in the back of your router. Make sure the cable is plugged into a regular port on your router, not the service port. Once all cables are connected, turn your router off and then on again.
4. If none of those trouble-shooting steps work, contact us at 978-567-6527 or service@newenglandcleanenergy.com. We are happy to come to your home or business if needed to help diagnose the problem. If the problem is the result of a mistake on our part in terms of installation quality, it will be covered under our Workmanship Warranty. However, if  the problem is elsewhere in your system, e.g. with your computer equipment or connectivity, we will have to charge a repair call fee to cover our time and expenses for the visit. The fee is $150 for the first hour plus $100 for each additional hour. (Sorry, we’re just not set up to be in the computer repair business!)

Q. Do I lose production if my system is offline?

A. No. When the system is online again, your monitoring site will “catch up”. You may lose some daily data but the cumulative information will be correct.