Is This an Emergency?
Do not troubleshoot your system if you see or smell anything unsafe
Move away from the equipment and contact emergency services or your utility if you notice smoke, fire, sparks, a burning smell, exposed or damaged wiring, flooding around electrical equipment, visible damage, signs of overheating, or any immediate risk to people, pets, or property.
Do not open electrical panels, inverter covers, battery enclosures, combiner boxes, or any equipment that requires tools unless Catamount Solar or the manufacturer has specifically instructed you to do so.
It’s Often Just a Connection Issue
Many service questions are caused by internet, Wi-Fi, router, or monitoring app connection issues rather than a problem with the solar equipment itself. The steps below can help you figure out what is happening, reconnect your monitoring system when possible, and send Catamount Solar the right information if you need additional support.
Troubleshoot First, Then Reach Out
Monitoring App is Offline
Is your solar system down, or is monitoring just offline?
Your monitoring app is a reporting tool. If the app says your system is “offline,” “not reporting,” or has not updated recently, your solar system may still be producing power. Often, the monitoring device has simply lost its internet connection.
Common causes include:
- New router
- New internet provider
- Changed Wi-Fi name or password
- Home internet outage
- Recent utility power outage
- Weak Wi-Fi signal near solar or battery equipment
Before contacting us, please check whether your home internet is working, whether your router or Wi-Fi information recently changed, and whether your monitoring app shows a “last updated” time.
Troubleshooting by Equipment Brand
Common Issues for Brands We Install
You may have Enphase if your app is called the Enphase App or Enlighten, or if your system uses an IQ Gateway, IQ Combiner, or Envoy.
Common issues:
You may have Tesla if your app is the Tesla app and your system includes a Powerwall, Backup Gateway, Powerwall+, or Powerwall 3.
Common Issues:
You may have SolarEdge if your app is mySolarEdge or your inverter has SolarEdge branding.
Common issues:
You may have Solis if your app is SolisCloud or your inverter/datalogger has Solis branding.
Common issues:
You may have FranklinWH if your app is the FranklinWH App and your system includes an aGate or aPower battery.
Common issues:
- The FranklinWH app says aGate Offline [link 1] [link 2]
- The system is not remotely monitoring »
Not sure what equipment you have? No problem.
You can usually identify your system by checking the monitoring app you use, the label on the inverter or battery, your Catamount Solar project documents, or the brand name shown in your monitoring emails.
When submitting a service request, choose “Not sure” and upload a few photos of the equipment. We can help identify it.
Frequently Asked Questions
Possibly. “Offline” often means the monitoring device is not communicating with the internet. It does not always mean the solar equipment has stopped producing.
Choose your equipment brand above and follow the manufacturer’s reconnection steps. This is one of the most common reasons solar and battery monitoring stops updating.
Most grid-tied solar systems shut down during a utility outage unless they are connected to a battery backup system designed to provide backup power.
In most cases, no. Snow can reduce or temporarily stop production, but tilted panels often shed snow naturally. Please do not climb on the roof or do anything unsafe to clear panels.
Take a clear photo of the light or error message and submit a service request. Do not open the equipment or reset breakers unless instructed by Catamount Solar or the manufacturer.
Yes. Please submit a service request as early as possible and include your project timeline, roofer contact information if available, and whether any roof leaks or damage are involved.