Skip to main content

Solar system not working or monitoring app not updating?

Understand the difference between a reporting problem and lost production, make safe checks, and know when to request help.

An offline monitoring message does not by itself prove your panels stopped producing. It can mean that equipment is not sending data. An old production graph also does not establish that the system is producing right now.

Start with safety

If you see smoke, sparks, exposed damaged wiring or water near electrical equipment, keep away. Do not open covers, climb onto the roof or attempt repeated resets. Contact emergency services or your utility as appropriate for immediate danger.

Safe checks before requesting help

  1. Check the last update time. Confirm you are viewing the correct system and reporting period.

  2. Consider daylight and conditions. Solar panels need sunlight; nighttime is not a useful production test. Weather and seasonal changes affect output.

  3. Record the exact alert. A communication warning and an equipment fault can require different next steps.

  4. Check home internet. If other devices are offline, address that connection. Restored internet is not proof that production is normal.

  5. Check whether the utility is experiencing an outage. Backup capability depends on the equipment and configuration installed. Owning a battery does not by itself guarantee whole-home backup.

Before resetting anything

Identify the equipment model and follow its current manufacturer instructions. Gateways, inverters and batteries do not share one universal reset procedure. If you are uncertain, contact support before operating equipment. Never use routine troubleshooting on equipment that appears unsafe.

For Enphase connectivity, see the manufacturer's gateway reconnection guide. For Powerwall, select your model in Tesla's owner documents.

When to contact Better Earth

Report persistent alerts, unexplained production changes or concerns you cannot identify. Share the equipment brand, alert, last reporting time and a screenshot. Include your installation address and existing service reference, if available.

Monitoring does not mean Better Earth will automatically detect or contact you about every problem. Please report concerns when you notice them rather than waiting for outreach.

Call (888) 373-9379 or email [email protected]. A high utility bill may have several causes and is not by itself a diagnosis of equipment failure.

Related Articles
Did this answer your question?