How to troubleshoot ICD in SunPower Monitoring System (SMS 2.x - PV Supervisor)

Have you ever encountered an error in your SunPower Customer Portal stating that there is lost communication in your system?

If this happens, it is possible that you have an Internet Communication Down (ICD). This means that your SunPower system doesn’t report production to the SunPower server. In order to perform basic troubleshooting steps, you need to understand the SMS 2.x set up.

SunPower monitoring system configuration

Components of SunPower Monitoring System (SMS 2.x - PV Supervisor)

PV Supervisor - Connected to the Inverter and Ethernet Adapter. It reads power generation information from the Inverter.

PV Supervisor

 

Monitoring Cable (RS485 Cable)

Monitoring Cable

 

Ethernet adapters – Models (Asoka and Zyxel) may vary in color but they all have three status indicator lights.

Ethernet Adapters

Asoka

Asoka B

Asoka A

 

Zyxel

Zyxel A

Zyxel BZyxel C

 

Troubleshooting steps

Below are the troubleshooting steps that you can perform for this type of error. Note: Please make sure that you have an internet connection before doing the steps.

  1. Check if the ethernet adapter PLC (PLC – a small white/black device plugged into a wall socket that has a SunPower logo, should have three green lights) is plugged into a power outlet, not a power strip. If it is not, then plug it into a power outlet. If it is plugged into a power outlet, unplug and re-plug.

  2. Check light status after two minutes. It should have 3 green lights. If the power light is off, plug it into a different power outlet. If internet light is off, check the connection between the router and the ethernet adapter (PLC). If the Communication light is off, proceed to step 3.

  3. Go to the enclosure box (a small gray box near the inverter about the size of 14x12, usually screwed on all four sides or has a latch). Bring a Phillips screwdriver.
    Enclosure

  4. There is a second ethernet adapter (PLC) and a PV Supervisor inside the enclosure box. Check the ethernet adapter's light status. If the power light is off, plug it into a different power outlet. If internet light is off, check the connection between the router and the ethernet adapter (PLC).
    location of the second ethernet adapter

  5. If the Communication light is off, proceed with the binding process:

    1. Remove the second ethernet adapter (PLC2) from the enclosure box and plug it into a power strip near the first ethernet adapter (PLC1).

    2. Press the binding button on the first ethernet adapter (PLC1) then press the binding button for the second ethernet adapter (PLC2).
      security button

      security button 2
    3. Remove the second ethernet adapter (PLC2) from the power strip before returning it inside the enclosure box.

    4. Make sure all three lights are green.

  6. Check if the ready light on the PV Supervisor is lit.

  7. Unplug and re-plug the PV Supervisor’s power adapter to the power strip.

  8. Wait for the ready light to turn on (usually takes 3 minutes).

How can you check for the type of monitoring system do you have?

System components and serial numbers can be found under Settings > System Components in your SunPower Customer Portal or in your SunPower Lease Agreement.

PV Supervisor