Need Service?

If something isn’t working properly with your solar or battery system, or you need professional assistance, submit a service request and our team will review the issue.

Active Energies Solar primarily services systems we installed. We may also provide service for systems installed by other companies on a case-by-case basis, depending on system type, location, and service availability.

Recently Purchased a Home with Solar?

If you recently purchased a home with an Active Energies Solar system, the first step is to determine what type of solar system you have. If you received paperwork from the previous homeowner, check there for information about the system and monitoring provider. You can also look at the equipment installed at your home for a manufacturer name, such as SolarEdge, Enphase, or Tesla.

If you don’t have paperwork and can’t identify the system from the equipment, your utility may be able to help you determine what type of system is installed at your home.

Many solar systems have online monitoring that allows you to view system production and performance. Older systems may not have online monitoring.

For systems with monitoring, getting access may involve one or two steps:

• Transfer the system to your name. The solar system’s monitoring site may need to be transferred from the previous homeowner to you.
• Reconnect the system to your internet. Depending on the system, the equipment may also need to be connected to your home’s Wi-Fi or internet service so that production data can continue to report to the monitoring platform.

The process varies by manufacturer. We have provided instructions for the three manufacturers we most commonly encounter:

SolarEdge

1. Complete the SolarEdge ownership transfer

Start the SolarEdge Monitoring Ownership Transfer

If you have trouble registering as a new user, you can register as a guest instead and upload proof of home ownership as part of the transfer request.

2. Wait for the transfer to be processed

SolarEdge’s ownership transfer process can take several weeks. Please allow time for the transfer to be completed before taking the next steps.

3. Get access to your monitoring account

Once the ownership transfer is complete, you should have access to the system through the SolarEdge monitoring platform. If your transfer was completed as a guest and you need assistance getting access to the system, contact Active Energies Solar and we can help add you to the site.

4. Connect the inverter to your home’s Wi-Fi

Once you have access to your monitoring account, follow these instructions to connect the inverter to your home’s Wi-Fi network:

How to Update Wi-Fi on a SolarEdge Inverter

5. Still having trouble?

If you have completed the ownership transfer and Wi-Fi setup but are still unable to access monitoring, see production data, or otherwise have an issue with your system, please submit a Service Request.

Enphase

Transfer Ownership with Enphase

Follow Enphase’s instructions to transfer the system to your name and gain access to monitoring. If you continue to have issues after completing the transfer and setup, please submit a Service Request.

Tesla

Transfer Powerwall Ownership with Tesla

Follow Tesla’s instructions to transfer the system to your name and gain access to monitoring. If you continue to have issues after completing the transfer and setup, please submit a Service Request.

Selling a Home with Solar?

If you’re preparing to sell a home with an Active Energies Solar system, we can help verify that the system is operating properly before the sale.

Submit a Service Request and let us know that you’re preparing to sell the home. Our team can review the system’s status and production and let you know if we identify any issues that may need attention before the sale.

Warranty & Billing Information

Your original contract contains the official terms of the warranties associated with your solar PV system. The information below provides a general summary of warranty coverage and service costs. For complete details, please review your contract and our Service Billing Policies Document.

• Systems less than one year old – Parts and labor are generally covered under warranty. Refer to your contract for details.
• Systems more than one year old – Parts may be covered by the manufacturer’s warranty; labor and travel may be billable.
• Service visit pricing: Service visit pricing is based on location and includes travel time and the first hour of on-site labor. Additional on-site labor beyond the first hour is billed at $85 per hour, in 30-minute increments. Recycling fees may apply and are billed separately.

Service Visit Minimums

• Zone 1: Eagle County, excluding El Jebel, Basalt, and Fulford — $275
• Zone 2: Summit and Lake Counties, and Fulford area — $350
• Zone 3: Garfield, Pitkin, and Grand Counties, and El Jebel/Basalt area — $425
• Zone 4: Gunnison County, Jackson County, and other remote locations — Custom quote required

System Guides & Resources

Looking for information about your solar or battery system? These guides provide basic information about system startup, operation, monitoring, and common equipment features.

SolarEdge System Guide

Our SolarEdge guide covers basic system operation, inverter lights and status indicators, disconnects, monitoring, and other information to help you understand and operate your system.

View the SolarEdge System Guide

Tesla System Guide

Our Tesla guide provides basic information about battery startup, operation, monitoring, and other common system features.

View the Tesla System Guide

Troubleshooting Your Solar System

If your solar system isn’t producing as expected or your monitoring system isn’t updating, there are a few things you can safely check before requesting service. For general information about your system’s operation, see our SolarEdge System Guide or Tesla System Guide above.

1. Check Your System’s Monitoring

If your system has online monitoring, log in and check:

• When the system last reported production
• Whether there are any alerts or error messages
• Whether the system is showing current or recent production

Important: A communication or monitoring issue does not necessarily mean your solar system has stopped producing power.

2. Check Your Inverter

If you have a SolarEdge inverter, check the light tube or display during daylight hours.

• Solid green – The system is producing power.
• Blinking green – The inverter is in night mode or is not receiving enough DC voltage to produce power. This can occur when there isn’t enough sunlight, including when snow is covering the panels. If the light is blinking during daylight hours, check whether the panels are covered with snow or otherwise obstructed. If the panels are clear and the light continues to blink during daylight hours, further troubleshooting may be needed.
• Solid blue – The inverter is connected to the monitoring network.
• No blue light – The inverter may not be communicating with the monitoring system.
• Solid red – Fault or alert requiring professional assistance.
• No lights – The inverter may be off or not receiving AC power.
• Rotating or blinking lights – The inverter may be updating or performing a special operation.

3. Check the Easy Things First

If your system isn’t producing power, check:

• Are the panels covered with snow or otherwise obstructed? Even partial snow coverage can significantly reduce production.
• Are the circuit breakers associated with the solar system on?
• Do you see any obvious damage to the panels or visible wiring?
• Do you see signs of critter damage, such as chewed wires?

Only inspect equipment or panels from a safe location. Do not access the roof or other hazardous areas to troubleshoot your system.

4. Is Your System Communicating?

If your system is producing power but your monitoring system isn’t showing recent production, you may have a communications issue. A communications issue does not necessarily mean your solar system has stopped producing power.

First, check whether you recently:

• Changed your internet provider.
• Changed your Wi-Fi network name or password.
• Replaced or reset your router.

If so, your inverter may need to be reconnected to your home’s Wi-Fi network. For SolarEdge systems, follow the instructions in our SolarEdge System Guide or watch the video below:

How to Update Wi-Fi on a SolarEdge Screenless Inverter

Older SolarEdge Systems with a Gateway

Some older SolarEdge systems use a separate Gateway to connect the system to the internet. There are two Gateway versions you may encounter:

Wired Gateway (Shown on the left below)
The more common older version is a small white device with the SolarEdge logo on the front. It connects to both a power source and your home’s router using an Ethernet cable.

Wireless Gateway (Shown on the right below)
Some newer Gateway installations use a wireless version with an antenna. This device plugs directly into a power outlet and communicates wirelessly with the router.

If your system has a Gateway and you’re experiencing a communications issue:

1. Check the connections.
   • Wired Gateway: Make sure it is plugged into power and that the Ethernet cable is securely connected to both the Gateway and your router.
   • Wireless Gateway: Make sure it is plugged into power and positioned near the router.
2. Check the Gateway lights.
   If the Gateway has no lights, first make sure it is receiving power. If it is plugged in correctly and still has no lights, the Gateway may have failed. The system may need to be connected to monitoring using a different method, such as Wi-Fi or a direct Ethernet connection. This may require an Active Energies service visit to update the inverter and configure the new connection.
3. For wired Gateways, check the indicator lights.
   The different lights indicate the Gateway’s internet connection, communication with the inverter(s), and signal strength. See our SolarEdge Gateway Troubleshooting Guide for information about what the lights mean and how to troubleshoot pairing and communication issues.

If the Gateway appears to be operating normally but your monitoring is still not updating, give the system some time to reconnect. Mountain internet connections can occasionally be interrupted or become temporarily unreliable. If only a day of monitoring data is missing, the system may reconnect and the missing data may catch up once communication is restored.

If monitoring continues to be unavailable or does not catch up, submit a Service Request.

5. Try a Power Cycle

If your inverter does not appear to be operating normally during daylight hours, and the green light is not on or blinking, you can try a power cycle before requesting service.

If the blue light is not on, the system may have a communication issue. A power cycle may restore communication, but a communication issue does not necessarily mean the system has stopped producing power.

To power cycle the inverter:

1. Flip the red toggle switch on the inverter to the OFF position.
2. Turn off the DC disconnect, typically the black dial on the front of inverter.
3. Turn off the AC disconnect, usually a gray box labeled AC Disconnect, or Utility PV AC Disconnect.
4. Wait about 5 minutes.
5. Turn everything back on in reverse order.
6. Allow the inverter about 30 minutes to fully restart. Then check the inverter lights again to see whether the system has returned to normal operation.

6. What Happened After the Power Cycle?

If the system returns to normal: Great! No service request is needed.

If the system does not return to normal: Submit a Service Request so our team can review the issue.

If the system works after the power cycle but stops working again later: Submit a Service Request rather than repeatedly resetting the system. An issue that returns after a reset may require professional troubleshooting.

When Should I Request Service?

Submit a Service Request if:

• The system does not return to normal after a power cycle.
• A fault or alert remains on the inverter.
• The system repeatedly stops working after being reset.
• You suspect panel, equipment, or wiring damage.
• You need to access the roof or another hazardous area to inspect the system.
• You’re unsure about any part of the troubleshooting process.

Service Request Form

Our service team will review your request and follow up regarding next steps and scheduling. Response times may vary based on service volume.