Troubleshooting Guide

SolarView may encounter the following kinds of unusual situations:

  • Communication Errors and Failures
  • Power Errors / Anomalies
  • Inverter Reported Errors / Anomalies

 

Communication Errors and Failures

SolarView gathers information from various internet connected resources, including SolarEdge, weather reporting stations, and time reporting stations. As with any internet connected product it is subject to communications delays or failures that are beyond our control. You may encounter the following situations:

  • Communications Error – this occurs when an internet resource is reached successfully but it reports an error. The error may be due to multiple causes such as a temporary database problem with the destination server. These kinds of errors usually clear up on their own after a short period of time. If you experience a persistent communications error, you should check the error log and the Most Recent Comms log, and report the results to us in a Support Request for evaluation.
    •  Steps to take:
      1. Check your error log.
      2. Check your Most Recent Comms log.
      3. Wait a few minutes and try again.
      4. Restart SolarView.
      5. If the issue persists, report it in a Support Request.
  • Communications Failure – this can occur due to a server being down, or your local internet being down, or a problem with your internal network. In such a case the symptom is likely to be a long lag in the response from SolarView (i.e., it may seem to “hang” or “freeze”). It may take a long time for the failing resource to “time out”. You can try closing and re-opening SolarView as often the communication will clear up spontaneously.
    • Steps to take:
      1. Check your modem / router.
      2. Make sure your local network is functioning.
      3. Make sure your internet service is functioning (e.g., try to reach Google.com).
      4. Wait a few minutes and try again.
      5. Restart SolarView.
      6. If the issue persists, report it in a Support Request.

       

Power Errors and Anomalies

SolarView will detect and report on certain conditions that may not be reported by SolarEdge as an error. These conditions include the following:

    • Daytime Power Failure – this occurs in a situation where the inverter reports zero power generation during daylight hours. During normal operation with normal sunlight, your solar panels should be generating energy. If the panels are completely blocked, such as after a heavy snowfall, zero power generation might be a normal circumstance. However if the day and the panels are clear, you should always have energy generation. Often this situation does not indicate that the system panels are or inverter are not functioning, but rather may indicate a temporary glitch in the inverter such as a software failure or a problem with the SolarEdge server. Energy may still be flowing. If this is the case, the inverter or server should correct itself eventually.

      • Steps to take:

        • Check the inverter to see if it shows any error condition such as a red LED. If so, contact your solar installer, maintenance company, or SolarEdge.
        • If the inverter LEDs indicate normal operation, check your electric meter to see if it power is actually being generated. If your system is generating power, wait a few hours to see if the situation self-corrects.
        • If the problem persists, contact your solar installer, maintenance company, or SolarEdge for further assistance.
        • The next day, create a “Yesterday, by Hour” report. If the report shows abnormal production, contact your maintenance company for evaluation.
  • Static Power Warning – this occurs in a situation where the inverter reports identical energy readings for three consecutive cycles during daylight hours. Because energy generation operates in a continuous curve from sunrise to sunset, it is highly unlikely to be normal to have identical readings for three separate cycles (each 15 minutes apart). We have seen this phenomenon where SolarEdge has a lag in response. This does not necessarily indicate a problem with your energy production and may simply be a server problem with SolarEdge, however it is worth observing until it resolves.

    • Steps to take:

      • Check the inverter to see if it shows any error condition such as a red LED. If so, contact your solar installer, maintenance company, or SolarEdge.
      • If the inverter LEDs indicate normal operation, wait a few hours to see if the situation self-corrects.
      • If the problem persists, contact your solar installer, maintenance company, or SolarEdge for further assistance.
      • The next day, create a “Yesterday, by Hour” report. If the report shows abnormal production, contact your maintenance company for evaluation.

 

 

Inverter Reported Errors and Anomalies

The inverter should report any anomalous or erroneous conditions, although certain conditions such as those listed above are known to not be reported. SolarEdge identifies the following conditions that may be reported as “Inverter Mode”. Click on the links for further information and suggested actions.

 

In addition, the status bar may indicate the following conditions that are not reported directly by SolarEdge:

  • Nighttime – nightime activity detected during daytime hours may be reported.
  • No Data – SolarEdge is responding, but not providing any data.
  • Unknown – SolarEdge has responded with an unexpected or undocumented result.

SolarView treats NIGHT, WAKE_UP, PRODUCTION, and MPPT as normal conditions, indicated by a green Status Bar.

SolarView treats ERROR and some other modes as error conditions, indicated by a red Status Bar.

SolarView treats other conditions as anomalous, as indicated by an orange Status Bar.

  • Steps to take:
    1. If an ERROR condition occurs, contact your solar installer, maintenance company, or SolarEdge immediately.
    2. If an anomalous condition occurs, as indicated by an orange status bar, observe the situation and report it if the problem persists.