Is Your System Actually Down?
Before troubleshooting, check your monitoring app to see if your system is producing power. Sometimes a high electric bill doesn't mean your system isn't working — it may just be a seasonal dip in production.
SolarEdge: Open the mySolarEdge app or portal
Enphase: Open the Enphase app or portal
Tesla Powerwall: Open the Tesla app
Franklin Battery: Open the FranklinWH app
If your monitoring shows the system is producing power, your system is likely working fine.
Common Reasons Your System May Not Be Producing
Power outage in your area: Your solar system shuts off during grid outages for safety (unless you have battery backup). Check with your utility.
Inverter error or shutdown: Your inverter may have tripped. This is usually fixable with a power cycle (see below).
Communication issue: Your system may be producing but not reporting to the monitoring app. It just lost its internet connection.
Weather: Cloudy days, rain, and shorter winter days all reduce production. This is normal.
Recent power outage: After a grid outage, your inverter may not restart automatically. A power cycle usually fixes this.
Step 1: Power Cycle Your Inverter
A power cycle is the solar equivalent of "turning it off and back on again." It resolves most common issues.
SolarEdge Inverter
Locate your AC disconnect switch (gray box near your electrical panel or inverter)
Turn the AC disconnect to the OFF position
Wait 5 full minutes
Turn the AC disconnect back to the ON position
Wait 5-10 minutes for the inverter to restart
Check your mySolarEdge app — you should see production within 15-20 minutes
Enphase Microinverters
Locate your Enphase IQ Gateway (small white box, usually near your electrical panel)
Press and hold the reset button for 10 seconds
Release and wait for the LED lights to cycle
If that doesn't work, flip the solar breaker in your panel to OFF, wait 30 seconds, then back ON
Check the Enphase app after 15-20 minutes
Step 2: Check Your Breaker Panel
Find the breaker labeled "Solar" or "PV." If it's tripped (in the middle position), flip it fully to OFF, then back to ON.
Step 3: Check Your Internet Connection
Your monitoring needs internet to report data. If your Wi-Fi was down, your monitoring may show "not communicating" even though your system is producing.
Restart your Wi-Fi router
Make sure your inverter or gateway is within range of your router
For SolarEdge: you may need to reconnect via the mySolarEdge app
Battery Troubleshooting
Tesla Powerwall
Check the Tesla app for alerts
Toggle the Powerwall breaker (OFF → wait 30 sec → ON)
For persistent issues, contact Tesla support or call Better Earth
Enphase Battery
Check the Enphase app for battery status
Try resetting the IQ Gateway (see above)
Franklin Battery (FranklinWH)
Check the FranklinWH app for status and alerts
If in "Fail-Safe" mode, contact us for a manual reset
SolarEdge Energy Hub Battery
Check the mySolarEdge app for battery status
A power cycle of the inverter will also reset the battery system
When to Call Us
If you've tried the steps above and your system still isn't working:
Phone: (888) 373-9379
Email: [email protected]
Service Request: Submit Online
Response Time Expectations
Issue Type | Expected Response |
Roof Leak / Power Outage | 24-48 hours |
Electrical Issue | 2-3 business days |
Production / Monitoring | 3-5 business days |
Battery Issue | 3-5 business days |
When It Will Likely Resolve on Its Own
After a storm or power outage: Wait 1-2 hours after power returns. Your system may restart automatically.
Monitoring shows "not communicating": Give it a few hours after reconnecting Wi-Fi. Data will backfill.
Low production on a cloudy day: This is normal — production will increase when sun returns.