Get the Help that You Need

The overwhelming majority of service calls we receive are related to system monitoring. The data generated from your solar system is transmitted to the monitoring website via your internet connection. This section is designed to help you reconnect and reestablish the monitoring link.

Depending on the specifics of your system, the information below will detail directions for your monitoring solution. We also include the necessary contact information should you need additional assistance.

Enphase Monitoring – “Device Produced No Power” Alerts

Verify that your site has service from your electrical utility and that none of the solar circuit-breakers are tripped.

Contact Enphase Support at 877-797-4743 to troubleshoot remotely. Make note of the Enphase Case # and RMA # they provide. Standard Energy Solutions will need the RMA # to replace an inverter.

Email service@standardenergysolutions.com the Case # and RMA # if Enphase has approved the replacement and is shipping the replacement unit to us. Our Service team will contact you when the unit arrives to schedule the replacement.

If you are not able to resolve the issue, contact Sunrun Customer Care at 855-478-6786 or email customercare@sunrunhome.com.

Locus Monitoring

  1. Confirm that your circuit breakers and disconnects are all in the “on” position. These disconnects include the box outside near your utility meter. Check the plans provided to you in the Manual for any disconnects or breakers.
  2. Verify your internet connection is working
    • Obtain the MAC ID of the Locus Unit. This is located on the front of the unit and is formatted xx-xx-xx-xx-xx-xx. You may need to open a weather proof box to see the numbers.
    • Consult your router’s manual to check if the MAC ID has been assigned and IP address.
    • Try refreshing/renewing the IP address.
    • If this does not resolve the issue continue with troubleshooting.
  3. Monitor Hardwired or EOP (Ethernet Over Power)
    • A Hardwired system will have an Ethernet cable running directly from the Locus Monitor to your Router.
    • An EOP system will have a small device located near the Locus Monitor and the Router. The Ethernet cable will go from the monitor to the EOP device, the device will be plugged into an outlet. Near the router the EOP device will have the Ethernet Cable going to your router. EOP devices need to be plugged directly into an outlet, not into any power strips or extension cords.
  4. Power Cycle the Equipment
    • If the system is hardwired, unplug the Locus, wait 30 seconds and plug in the Monitor.
    • If the system is EOP, follow these steps in order.
      1. Unplug the EOP next to your router
      2. Unplug the EOP next to your Locus Monitor
      3. Unplug the Locus Monitor
      4. Plug in the EOP next to your router
      5. Wait 30 seconds, plug in the EOP next to your monitor
      6. Wait 30 seconds, plug in the Locus Monitor
      7. The Locus Monitor should have the “Local Connect” and the “Host Connect” lights blinking after 2 minutes.
  5. If power cycling does not reestablish connectivity, please email service@standardenergysolutions.com.

Sunrun System

Please contact Sunrun Customer Care at 855-478-6786 or email customercare@sunrunhome.com. Standard Energy Solutions has no access to Sunrun monitoring.

Sunrun System and Enphase

Please follow the troubleshooting tips for Enphase Monitoring:

  • Confirm that your circuit breakers and disconnects are all in the “on” position. These disconnects include the box outside near your utility meter. Check the plans provided to you in the Manual for any disconnects or breakers.
  • Verify your internet connection is working
    • Obtain the MAC ID of the Envoy Unit. This is located on the back of the unit and is formatted xx-xx-xx-xx-xx-xx. You may need to remove the unit off the wall to see the numbers.
    • Consult your router’s manual to check if the MAC ID has been assigned and IP address.
    • Try refreshing/renewing the IP address.
    • If this does not resolve the issue continue with troubleshooting.

Monitor Hardwired or EOP (Ethernet Over Power)

  • A Hardwired system will have an Ethernet cable running directly from the Envoy to your Router.
  • An EOP system will have a small device located near the Envoy and the Router. The Ethernet cable will go from the monitor to the EOP device, the device will be plugged into an outlet. Near the router the EOP device will have the Ethernet Cable going to your router. EOP devices need to be plugged directly into an outlet, not on any power strips or extension cords.

Power Cycle the Equipment

  • If the system is hardwired, unplug the Envoy, wait 30 seconds and plug in the Monitor.
  • If the system is EOP, follow these steps in order.
    1. Unplug the EOP next to your router
    2. Unplug the EOP next to your Envoy
    3. Unplug the Envoy Monitor
    4. Plug in the EOP next to your router
    5. Wait 30 seconds, plug in the EOP next to your monitor
    6. Wait 30 seconds, plug in the Envoy
  • The Envoy will then reinitialize and provide an IP address and a –web or +web indictor on the screen. Your online profile should reflect this within 15-20 minutes.
  • If power cycling does not reestablish connectivity, please email service@standardenergysolutions.com or for Sunrun contact Customer Care at 855-478-6786 or email customercare@sunrunhome.com.