How to troubleshoot ICD in SunPower Monitoring System (SMS 5.x – PVS5x)

inverter

Have you ever encountered an error in your SunPower Customer Portal stating that there is lost communication in your system or dashboard is not updating? 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.

Here are the LED indicators for SMS 5.x:

close up of inverter

inverter indicators

Indicators

  1. Power (blue)

  2. Inverter Error

  3. Device Communication

  4. Cellular Communication

  5. Internet Communication (red)

Components of SunPower Monitoring System (SMS 5.x – PVS5x)

inverter components

Troubleshooting Your Home Internet Connection

You can skip this section if you can get online using any Wi-Fi enabled devices such as a computer, tablet, or cellphone.

  1. Disconnect your router cables and reconnect after 10 seconds.

  2. Wait 15 minutes and log on to https://monitor.sunpower.com.

  3. If you still can’t get online, please contact your internet service provider (such as AT&T or Verizon)

Troubleshooting the Router

  1. Check if your SunPower monitoring enclosure (mounted in your garage or on the side of your home) has a direct connection to the router using an Ethernet cable.

  2. Refresh your browser after 15 minutes.

  3. Log on to https://monitor.us.sunpower.com.

Troubleshooting the Ethernet Adapter

You can skip this section if your system did not come with an Ethernet adapter.

ethernet adapter for inverter

  1. Unplug the Ethernet adapter from the power strip or surge protector and plug it directly into a wall outlet.

  2. Ensure that the Ethernet adapter is directly connected to the router using an Ethernet cable.

  3. Observe the status indicator lights: all three lights should be lit (solid or blinking).

  4. Refresh your browser after 15 minutes. Then, log on to https://monitor.sunpower.com.

  5. If you still can’t see your energy information, please contact 1-800-786-7693.

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.

inverter dashboard identification