Home solar system troubleshooting questions and answers

Who do I call if I have a question or concern? What details do they need?

Call 1-800-SunPower and be ready to give your name and address. Nothing else is needed, but other information could be helpful. Service calls should come from the SunPower account owner or someone officially authorized by the owner to make changes to the account, make a payment or schedule a site visit.

What happens if my system is down, damaged or doesn't work as expected?

SunPower® systems are installed by members of our extensively trained SunPower installation team or dealer network, so if there's a concern, call your installer first. What happens next depends on the severity of the issue. If the system is not working, or if something is obviously wrong, maybe you're seeing an alert in your monitoring system, the installer will schedule an in-person visit. If the problem is more subtle, say, that you've noticed a decline in production even though the system seems to be working, your installer may instead try to analyze data from your system remotely to see if an on-site visit is needed. If analyzing a system's data proves inconclusive, you can request an at-home inspection from your installer and they can verify the system is in good working order. Call 1-800-SunPower if you are not satisfied with your dealer's responsiveness.

Are there any troubleshooting steps I should take before calling customer service?

In the case of an error warning on SunPower equipment, customers who feel comfortable trying to reset or reinstall their monitoring app should try that first. Customers who don't feel comfortable with that should avoid any attempts to fix the equipment or change settings. Instead, document what has happened. You can do this by taking a photo of an error warning on your display or a piece of hardware that appears broken. Please do NOT try this if the broken part is on the roof or somewhere inaccessible. Sharing this documentation with your installer may help speed up service.

In addition, it's important to note that SunPower systems are built to fix many errors remotely, so the problem may be fixed without any other intervention. Please be sure that your SunPower system is connected to the internet. In many cases, SunPower systems are not properly synced with the home's internet router. If this happens, go to "settings" on your in your mySunPower app and reconfigure your router's passcode. If the problem remains, discuss it with your installer when you call.

Why does my SunPower system shut down when the local utility's power goes out?

Many people believe that homes using solar power are independent of the grid and not affected by blackouts. In fact, just the opposite is true. Solar homes and businesses are most often "grid-tied," which means they work with the utility. Solar panels produce the home's energy during the day, and the utility provides energy at night or on cloudy days. This arrangement can greatly reduce or even eliminate electricity costs for solar homeowners and allows them to benefit from net metering (where available).* But it means solar homes can go dark in blackouts. Utility regulations and building codes require grid-connected systems without storage to work this way to prevent solar panels from putting electricity onto the grid during an outage (to protect workers who are restoring power). When power is restored, SunPower equipment will reset automatically and bring the system back online.

How quickly can a service call be scheduled? How long will it take to get fixed?

Always call your installer first. You should be able to quickly schedule a visit with them. However, the speed of the visit will depend on the availability of the installer and your schedule. Fortunately, many problems can be fixed remotely, so a  visit to your home may not be necessary. Call 1-800-SunPower if you are not satisfied with your dealer's responsiveness.

I'm not getting up-to-date data on my mobile app or dashboard at home. What should I do?

At times, there can be a two-hour delay in displaying data from your system. However, if your monitoring app is considerably delayed in delivering information, there are a few steps you can take to help reconnect the dots.

  1. Log out of the system and then log back in. If that does not work, turn off your app or close your web page and then open it again.

  2. If the above doesn't work, try uninstalling and then reinstalling the app on your mobile device. If you are using a computer, try to clear your cache and delete any cookies, then relaunch.

  3. If these options don't work, contact your installer.

Why does my system show no production at all?

Keep in mind that production can be affected by a variety of factors, including time of day, weather (heavy cloud cover, snow, dust storms), and local natural disasters (ash from forest fires). Also, there may be a technical problem with internet connectivity or the equipment. Check your monitoring system to see if there are any unusual icons or colors present. Also, be sure to check your system to make sure it is online and connected to the internet. This is especially important if you call SunPower for assistance as it will help us diagnose the problem more quickly.

Am I receiving the proper credit from my electric company for the power I'm producing?

It pays to check your utility bill each month. Production data on your monitoring app or dashboard may not match what's on the utility meter. You can tailor your app and dashboard to match the information on a utility meter or bill. That will help you verify that you're getting credit for the power they're generating. Contact your dealer or 1-800-SunPower, and someone can help you understand how much power you're generating and how to read bills to confirm your power generation.

I'm in a new home. When can I start saving with solar?

As soon as your system is activated. And if you want to maximize your savings, spend the first six months or so gathering data on your average power generation and your average use. Then have your dealer do an analysis to see if you need more power and the best way to modify your SunPower system to obtain it. This will show you how much more you could save by adding solar panels, solar battery storage or other features. Remember, if you purchased your system with cash or took advantage of a loan, neither SunPower nor your dealer monitor your system without such a request. Homeowners should regularly keep track of their system's performance so that they can investigate and address anything unusual. For lease and PPA customers, you can get reimbursed if your system doesn’t perform as outlined in your SunPower agreement*.