Where can I get help?

If you think there is a fault with your system, we would suggest that you first check that all the circuit breakers are switched on and that the mains electricity is present. If the mains electricity is off, your PV system will not function, so in the case of a grid failure you will not have electricity from your PV System. 

SolarEdge – check app for alerts or website: 

https://monitoring.solaredge.com/solaredge-web/p/home 

If the green light is flashing and the system is not producing, this is usually due to not enough light for generation, so is normal.  

If red light is on, this means that there is a fault with the system,  contact Solaredge on their website https://www.solaredge.com/uk/support or contact the office during normal opening hours and we will investigate.

Solis  – check app for alerts or website: 

https://soliscloud.com/#/station 

Also, check for yellow light on inverter which indicates a fault and an error code will also be displayed on the screen of the inverter. Can either contact us during normal opening hours or Solis on +44 151 453 6515 to investigate the fault. 

Sunsynk – check app for alerts or website: 

 https://www.sunsynk.net/plants 

Also, check for red light on inverter which indicates a fault. You can either contact the office during normal opening hours or Sunsynk on +44 151 832 4300 to investigate the fault. 

Victron  – check app for alerts or website: 

https://vrm.victronenergy.com/installation-overview?isMapOpen=0 

Also, check for flashing or steady red lights on the inverter indicating faults. If the lights are flashing it is a “pre alarm” which indicates an intermittent fault, such as temperature or low battery. Steady light indicates that the fault has occurred. Please contact the office during normal opening hours to investigate fault. 

If after these basic checks have been completed you are still having problems, please don’t hesitate to give us a call during normal opening hours and we will advise what to do next. 

Hypontech check the app or website for alerts: 

https://www.hypon.cloud/  

This can also be checked via the LEDs on the inverter or the actual inverter screen. If there’s a steady red LED then there is a fault on the system, what the fault is should also be displayed on the screen. Please contact the office during normal opening hours to investigate fault.  

Duracell Energy – check the app or website for alerts: 

https://monitoring.duracellenergy.com/ 

Also, check for yellow light on inverter which indicates a fault and an error code will also be displayed on the screen of the inverter. Can either contact us during normal opening hours or Solis on +44 151 453 6515 to investigate the fault. 

Check on your system app or website and your electricity meter, if the figures look off, or are not what you expected. You can either contact us during normal opening hours or the respective system support lines. We can help by raising issues on your behalf or explain why the figures are what they are, or investigate a possible fault causing the exporting to be inaccurate and come to a solution. 

We monitor performance of the systems we install and often raise issues and fix problems before you are aware of them.

If your mains power goes out, wait for your power to come back and see if the system comes on without a problem. Also check the circuit breakers on your consumer unit, in case one of them has tripped due to the outage. 

This system backup is only available with the SolarEdge Home Backup box or a Victron off-grid system. 

These backups can be set up on the product app, details are in the product manual. Please get in touch if you need help with this.

Check the alerts tab for additional information. After this contact ourselves or the system manufacturer directly and either will look into the issue and for possible solutions.

Please turn your equipment off to avoid any immediate risk. Please call us and leave a message so we can advise on what to do.

If the broadband provider or Wi-Fi password been changed, there is a video tutorial on how to update the new internet information: 

MyEnergi: MyEddi Wifi Guide.pdf 
Phone: +44 333 240 5565 

Solaredge: https://youtu.be/UJPBlIpXJDw 

Solis: https://youtu.be/uouhVFJeU-A 

Victron: https://youtube.com/shorts/3FTrHmY-HKQ 

Sunsynk: https://youtu.be/XKlhEXwLUXY

Hypontech: https://www.youtube.com/watch?v=jfFFN_hMVcw 

Duracell Energy: If the broadband provider or Wi-Fi password been changed, the system will need to be reconnected to the internet. Please contact Support at Duracell Energy: support.uk@duracellenergy.com 
Phone: 0808 281 2855 
Monday-Friday 9am-5pm