Customer Service FAQs

IMPORTANT: As our community of Solar Champions continues to grow, our Customer Support team is working to expand as well. Our goal is to provide professional, timely service to all customers. However, our team is short staffed and response times may be longer than either of us would like.

We are extremely sorry for any delay you may experience. Please know that we are doing everything we can to support all customers as quickly as possible. Before you reach out, please check out our support resources below. Thank you from our Team!

service FAQs.pngTroubleshooting & System FAQs

Having trouble with your solar system? If you are concerned that your system is not functioning properly, the best thing to do is power-cycle or reset your system (see our inverter guides below). Resetting your system before contacting our service team may save you time and money. 

If resetting your system does not solve your issue, take a look at our FAQs below before contacting our support team.

Inverter Troubleshooting:

What should I do if my inverter isn't working?

If you suspect your system is not performing the way it should, often times a simple power-cycle will solve the issue. Complete a system reset may clear the issue and get your inverter back online, with no need to pay for a service visit. Please select you inverter manufacturer and use our guide to reset your system:

Resetting a SolarEdge Inverter

If you have a SolarEdge HD Wave or A-US Inverter displaying error codes or a SetApp inverter displaying a red fault light, then power cycling is a good next step. There are some error codes (Ground Faults and Isolation Errors) where it does not make sense for safety reasons. In those cases, contact ReVision's Customer Support team.

How to power cycle a SolarEdge inverter:
  1. Flip the red switch into the off “0” position. This is located either above the black dial/DC disconnect or on the left side in the back of your inverter.
  2. If your inverter has a screen, wait until the DC voltage reading goes below 50 VDC.  If your inverter does not have a screen, wait for 5 minutes.
  3. Turn off the DC disconnect. This is the black dial right on the front of the inverter. Simply turn it to the “off” position. 
  4. Turn off your system’s AC disconnect. This is located outside next to your utility meter. Look for a grey box labeled AC Disconnect with a lever that you’ll pull down into the “off” position. If you do not see a grey box labeled AC Disconnect, look for a breaker underneath your Net Meter (ConnectDER).  You will need to turn the breaker off.  To do this, unscrew the grey cover to access the breaker. See reference photos. 
  5. Wait 30 seconds and then turn everything back on in reverse order. Throw the AC lever or breaker back to the “on” position, turn the dial on the inverter back to the “on” position, and flip the red switch back to the “1” position. 

The inverter will start to turn back on and may take a few minutes to reboot. You should see the main screen as normal or the red fault light clear once the reboot is complete with no error message. If this does not resolve the issue, please contact our Customer Support team. If your inverter has a screen, please take a photo of any error messages that display while the inverter is rebooting and include them in your service ticket.

Resetting an Enphase Inverter

We recommend using Enphase's comprehensive troubleshooting guide for any issues with your system: Enphase System Troubleshooting Guide

Resetting an SMA Inverter

ReVision installs SMA Sunny Boy inverters for many ground mount systems. If you have an SMA Sunny Boy inverter, use the guide below to troubleshoot error messages and reset your inverter. 

Common Error Messages

If you are seeing Ground/Earth Faults or Isolation Errors, do not attempt to power cycle your device because of electrical hazards. Please contact our Customer Support Team.

  • Arc Fault Detected/Check DC Generator/AFCI detected: Power-cycle the inverter (see instructions below), and watch the inverter screen after rebooting it. You should see a prompt to knock on the inverter to officially clear the error code.
  • Unstable Operation: This typically is caused by snow on panels, when there is not enough input on the DC side. If your panels are clear of snow, get in touch with our Customer Support Team.
  • Fac-Bfr (Grid Frequency Disturbance): This will happen when the power is out, or if the inverter has disconnected from the power distribution grid. It could also be caused by a tripped breaker or blown fuse. To resolve, first check your breaker (if possible) and then contact our Customer Support Team. 
  • K-1 Open: This error requires a replacement. Please contact our Customer Support Team with a photo of the error code to start the replacement process.
How to Power-Cycle your SMA Sunny Boy Inverter:
  1. Turn off the DC disconnect. This is a dial (black or white) located on the underside or along the side of the inverter. Simply turn it to the “off” position.
  2. Turn off your system’s AC disconnect. This is located outside next to your utility meter. Look for a grey box labeled AC Disconnect with a lever that you’ll pull down into the “off” position. If you do not see a grey box labeled AC disconnect, look for a breaker underneath your Net Meter (ConnectDER).  You will need to turn the breaker off.  To do this, unscrew the grey cover to access the breaker. See reference photos.
  3. Wait 5 minutes and then turn them back on in reverse order. Throw the AC lever or breaker back to the “on” position and turn the dial on the inverter back to the “on” position.
  4. If you are resetting an “Arc Detect” code. Watch the inverter screen after rebooting it for the Knocking icon to illuminate and knock on the inverter to clear the code.

After these steps, the inverter will start to turn back on and may take a couple minutes to reboot. You should see the main screen as normal once the reboot is complete with no error message. If the issue persists, please contact our Customer Support Team.


General Service FAQs:

Does ReVision Energy service systems not installed by ReVision?

Currently we only service systems that were installed by ReVision Energy.

If you have a system that was not installed by ReVision, but we have serviced it in the past, please indicate that when you reach out to us. 

Do I need to clear snow off of my panels in the winter?

Nope!  Thankfully we live in a climate where it rains often enough that we don’t have to worry about dust or pollen build-up on the panels. We also don’t recommend cleaning snow off your array. Because the panels are black and glass, they act like a metal roof or car windshield and the snow will typically melt and slide off all at once after a few hours. We take regional snow coverage into account when we size your array, so even if you lose a few days of production every winter to snow, you should still be hitting your annual clean energy goals.

We have a whole article about solar panels in the winter; you can read it here!

How long will my solar panels last?

Our solar systems are warrantied for 25 years and but expected to last over 35 years.

What happens when solar panels die? Can they be recycled?

Solar panels are 95% recyclable which is huge – washing machines are only 70% recyclable but everyone has one! So they really can be recycled, we just don’t have the big recycling plants for them yet in this country (they have them in Europe).

The biggest barrier to solar panel recycling in this country is that not enough solar panels have failed to make it worthwhile to recycle them; as we move toward a higher adoption and solar panels age more, this will advance. At ReVision, we have team members working on a process to recycle solar panels when they reach the end of their productive lifespan. We will keep our community updated on our progress!

What happens when I need to replace my roof?

If your roof needs replacing in the next 5 or so years, we do recommend replacing the roof first and then getting your solar array installed. Otherwise, the solar panels increase the lifespan of the roof by acting as a sort of protective layer, shielding it from the elements.

If your roof ends up needing to be replaced after solar panels have been installed, we can come out and remove the panels and then re-install them. There is a labor fee associated with this.

I need more solar power! Can I add panels to my existing array?

Absolutely! You can either attach more panels to your existing array, or (if  you live in Maine) you can buy a share of a Community Solar Farm (CSF) to supplement your current array. Many of our Maine customers opt to go the CSF route, but we can help you find the best option for your home and energy needs.

Similarly, if you install heat pumps or buy an Electric Vehicle and your electric load goes up, our team can design an expansion for you.

What happens when I lose power?

Unless you have solar back up storage, your solar system won't produce energy when the power is out.  If your power goes out, contact your utility company to be sure they are aware of the outage.

Once the power is back on, here are a few steps you can take to check your system and make sure it’s working as usual:

  • You may need to reset your internet connection to re-establish monitoring communication. Unplug your router for about 5 minutes and then plug it back in. It can take your monitoring a day or so to come back online.
  • Take a look at your inverter. If the display looks normal, great! Your system is working properly and producing clean solar energy. If there’s an error code or a red fault light, you may need to power cycle or reset your inverter.

Solar Panel FAQs:

Why does my monitor report a different output than the credit from the utility?

An important part of understanding your solar array is to understand that your net meter records only energy that is exported to the grid. Energy that is used immediately on site, as it is produced (running your refrigerator for example) is never recorded on the net meter, because it is used in real-time!

That production is still recorded by your solar inverter, but will not appear as an export to the utility. This is why you'll see a higher number of production in your online monitoring than your record with the utility.

On older systems we’ve installed (2017 or older) you may have an additional piece of equipment called an AC production meter. The AC production meter generally has a stricter tolerances for what it records as energy, so may differ slightly from the solar inverter’s monitoring on these systems.

SolarEdge and most modern inverters now offer ‘revenue grade monitoring’ (important for RECs, which we talk about below) so we don’t install AC production meters on as many projects anymore.

 

Help! My online monitoring stopped working. Is my system's down?

99% of the time if your online dashboard is down, your system is still working normally. Solar panels, unlike the internet, are quite reliable!

Now, the most common reasons your solar array stopped talking to the internet dashboard:

  • Wired internet is disconnected. Plug it back in!
  • You've changed either internet providers or passwords on your router - or gotten a new wireless router. Update the wireless password for your solar communications device.
  • The software in the communications device glitched, and you should try rebooting the unit.

See our service videos (scroll down to PV service) for walkthroughs on rebooting the most common equipment we install.

Why did my Solar Tracker go flat?

If solar trackers detect severe weather (cold, high winds), it will go flat.

There's snow on my solar panels. What do I do?

When a solar panel is covered with snow, it cannot produce electricity. However, solar arrays tend to shed snow pretty well—the panels themselves absorb the sun’s heat as well as its light, they are mounted to face the sun, and are often on a slope. While it’s true that solar panels drop in production when they’re covered with snow, the percentage of overall yearly production lost is actually very small, which still makes them a good investment for prospective customers.

We do not recommend that owners of solar systems clear the snow from their arrays as this could damage the array and is not covered under the warranty. Additionally, the panels themselves tend to be in difficult or even dangerous areas to access on the roof.


Battery Storage FAQs:

If you have a Tesla battery, please reach out to Tesla with any issues or questions that cannot be answered with our FAQs. Tesla services alls its own technology and ReVision cannot do much to help. 

Powerwall Tesla customer service:
How can I monitor my Tesla Powerwall?

During the process of setting up your Powerwall, we should have set up an account on your behalf which links up your device with their mobile app. This App is the only way to get full features and functionality from your Powerwall.

The app is available for both Apple and Android devices:

If you have no mobile device, you can monitor the Powerwall in a limited way through a computer connected to the same local network as the Powerwall.  The method works only for a machine on the same local network- no remote access.  This method also does not allow mobile specific features like push notifications of power outages and storm watch mode.

Local monitoring instructions:
https://www.tesla.com/support/energy/own/powerwall/monitoring-from-home-network

You will need to know their Gateway serial number for basic monitoring, as well as your Tesla account login info to change settings like the wifi password.

What do the lights on my Tesla Powerwall indicate?

Lights are solid: Communicating

Lights are blinking: No data is transferring to the Tesla App

Lights are pulsing: Discharging or charging

What does an "Open Breaker Alert" mean?

If you accidentally leave your Tesla Powerwall circuit breaker open --meaning your Powerwall circuit breaker is in the off position -- this can prevent the Powerwall from operating. It can also cause the Powerwall to slowly deplete its power reserve, which can require service.

Customers will receive an alert through their mobile app if an open breaker is detected. The app will show you the link to Tesla’s Troubleshooting website section, which will then prompt you to restart your Powerwall.  

What do I do if my Tesla Powerwall isn't reporting any data?

Did you make any changes to your WiFi network (i.e. new router, new network name or password)? If yes, you may need to reconnect your Backup Gateway to your new network. Instructions can be found here.

If you did not make changes to your WiFi network, or the above instructions do not work, please call Tesla directly. ReVision has limited access to your Tesla app, and going through Tesla's customer support will ensure your issue is resolved quickly.

How do I contact Tesla customer support?

If you need to contact Tesla's customer support, call (877) 961-7652 and press 2 for Powerwall service and troubleshooting.


Heat Pump FAQs:

Can a heat pump be programmed to operate automatically?

Yes. Most heat pumps will have a 24 hour timer which allows you to program your heat pumps operation for the day. Mitsubishi Electric offers a 7 Day Controller which allows up to four settings per day. This means that you can plan your heat pump’s operation for an entire week! Ensuring you stay comfortable in your home without wasting both time and money.

Furthermore, our optional Wi-Fi heat Pump Control offers even more customized control and monitoring, giving you the freedom to manage your heat pump through your smart phone, tablet or online account, no matter where you are.

What is “defrost mode”?

All heat pumps will perform a defrost cycle eventually when operating in cold winter conditions. The defrost mode removes ice build up from the outdoor unit. In defrost mode the heat pump stops heating for short periods. Some heat pump brands spend longer in defrost than others.

This is part of what makes Mitsubishi Electric Heat Pumps + HyperCore® so efficient, more heating and less defrost cycles. With a Mitsubishi Electric heat pump you get more heat and less defrost cycles, which means less overall power usage and higher, real energy efficiency.

How often should I clean my heat pump?

Cleaning your heat pump regularly ensures optimum operation by reducing unnecessary power consumption; increasing energy efficiency and limiting exposure to condensation.

Indoor Unit

We recommend cleaning your heat pump filters with every seasonal change. You can do this yourself by using a domestic vacuum cleaner with a small brush attachment. If you prefer you can organise a service company to regularly clean and service your heat pump for you.

Outdoor Unit

We recommend cleaning your outdoor unit every 6 months. You can do this yourself by clearing any rubbish, plant matter or debris from around the unit. Wash the outdoor unit and coil with a detergent (car wash liquid is ideal, do not use other detergent i.e. dish washing liquid) and hose down afterwards.

It is also important that you do not place any outdoor furniture, plants or ornaments on or around your outdoor unit. Anything that compromises the airflow around the outdoor unit will compromise its performance.


Renewable Energy Credit (REC) FAQs:

What the heck is a REC?

REC stands for Renewable Energy Credit.

It essentially is a certification of the ‘green’ qualities of your solar array. Your solar array has the literal value that it provides to you in the form of electricity that is either used in your home, or sent to the grid.

It also has value in terms of the benefits it provides the world by offsetting carbon energy. This is what the REC stands for. You earn 1 REC = 1,000 kilowatt-hours of solar generated.

Cool, so why should I care?

You can sell your solar RECs to utility companies to help them meet their requirements to purchase a certain amount of clean energy per Renewable Portfolio Standards (RPS).

Utility companies can meet their RPS requirements for the state (exact % varies in Maine, New Hampshire, and Massachusetts) by either building their own renewable energy plants, or purchasing RECs either from bigger projects or from solar producers such as yourself. Alternatively, if they fail to purchase enough RECs they pay a penalty (called Alternative Compliance Payment, ACP) which is funding the state uses to offer renewable programs.

How do I get started selling my RECs?

Yep, you can earn a little bit more financial return for your solar array by selling RECs to an interested party.

Here are some rough values for RECs various states:

  • Maine: 1 REC = $15
  • New Hampshire: 1 REC = $15
  • Massachusetts: 1 REC = $120 * Not actually a REC, but an approximation of the SMART program… erhm… more on that in a moment!

Customers often choose to sell their RECs, and gain an additional incentive to offset the cost of their solar array. Your solar inverter will be able to electronically report your production to NEPOOL, the organization that mints the RECs. However, in order to receive monetary benefit from these credits, you will want to work with an aggregator who will sell the RECs on your behalf.

We typically work with Knollwood Energy. They monetize the RECs that you have produced and send you a check on a quarterly basis. They'll charge a nominal fee for this service, check with them/their website for latest information.

If you prefer not to sell, you are able to Retire your RECs. Retiring the RECs is cost free and involves setting up your own accounts with NEPOOL and the NH PUC. ReVision can guide you through both of these applications. Once set up, your RECs will report electronically to NEPOOL, mint, and then naturally expire over time. There is no additional monetary benefit to retire them, but you retain ownership of the RECS so this option also prevents the utilities from claiming your RECs without paying for them. 

Why would I retire my RECs?

Technically, if you have sold your RECs, you have sold the “Green” properties of your solar array. It is no longer accurate to say, “I have clean power produced by sunshine” because your system’s clean energy properties have been sold to another party (the utility). This prevents “Double dipping” where the utility is able to count renewable credits from your array but then you also are claiming to have green properties for your solar energy.

However! Just because you retire your RECs, doesn't mean your solar isn't doing great things for the environment! Obviously the solar production is the same either way. RECs are an excellent way to add additional financial incentives for you to go solar (improving your ROI).

What is SMART and how is it different from REC?

Massachusetts has run its REC program differently from other New England states. Historically, they had a “SREC” (Solar Renewable Energy Credit) program, which provided a special carve-out in the REC program for Solar projects.

It gets (super) complicated, but in short REC markets have a variety of forms of renewable energy that enter into it, including sources like biomass, hydroelectric, wind, and of course, solar.

Markets that have a special ‘carve out’ for solar typically lead to a higher REC value for Solar RECs — which has been the case in Massachusetts. However there were some limitations with the SREC program, namely that the subscriptions eventually got filled which made the incentive go away.

SMART was crafted to replace SREC with a more long-term approach. SMART offers similar benefits as SRECs — a financial payment per 1,000 kWh of solar produced.

The SMART program is available to customers with National Grid, Eversource, or Unitil as their electricity provider.  In towns served by MLPs (Municipal Light Plants), a separate program exists through the Department of Energy Resources.