Customer Support

Please Note: SunCommon and the Customer Support team are closed on July 3rd, and 4th.

Need some help?

We understand that going solar is a new thing for most people. And while we answered lots of questions during the installation process, we certainly don’t expect you to be a solar expert. Leave that to us!


Take a look at our Frequently Asked Questions below and if that doesn’t help, please reach out! You can send us an email, give us a call, or use the “Contact Us” chat in the bottom right corner of your screen to submit a case to our team.

Community Solar Members
(802) 882 8685

Vermont Customers
(802) 882 8685

New York Customers
(866) 452 7652

Our COVID-19 Response

We’re adjusting our business operations in light of COVID-19 safety protocols. If you need assistance with your solar loan payments, check out our COVID-19 response page and learn about the programs our financial partners have in place to help you out. Our Customer Support Team continues to operate at a limited capacity. Our response time will be longer than usual and we appreciate your patience as we work to support you and others.

Having trouble with your solar equipment?

We’re here to help. Take a look at some of the resources we’ve collected below. 

(This page is still being developed. If you don’t see resources addressing your needs, feel free to contact our Customer Support team!)

Inverters


Inverters take the DC current that solar panels produce and invert it to AC current making the power usable in your home and on the grid. The types of inverters currently and previously installed by SunCommon are: SolarEdge, Fronius, SMA, and Aurora PV1 (Power One). The latter three inverters may be branded by SunPower.

 

Learn More About Your Inverter 

Monitoring 


SunCommon does not actively monitor your solar system. So, we want to make sure you understand the tools available to help you catch any potential errors. We recommend checking on your system at least twice a month to be sure it’s operating properly. You can do this by looking at your inverter, or, for some of you, by logging into your online monitoring or electric utility account.

Online monitoring allows you to see via your phone or computer how much energy your solar is producing.  The pages in this section will go through the types of online monitoring systems used and some typical troubleshooting techniques.

If you have green lights on your inverter and no error messages, then you know your system is operating just fine and it is the reporting software that has lost its connection.

Learn more about your Monitoring

FAQs


The short answer is no. We’d prefer you don’t climb on your roof to wrestle snow off your panels or use a rake to pull a load of snow down on top of you. The panels are dark and will soon gather enough sun to melt the snow which will slide off the slick glass surface. Swinging a rake or shovel up there could harm a panel or catch on a roof-mount. And of course the warranty doesn’t cover damage caused by the homeowner.

Things to keep in mind: We designed your system with deep winters in mind, meaning we planned for short cloudy days and snow coverage. Don’t worry; you’ll make up for it in the summer!

If you would like to learn more about snow on solar panels You can find information in our full length article Snow on Solar Panels

Solar doesn’t work at night. But that’s okay! At night your solar panels and inverter power down. The inverter isn’t running overnight because it doesn’t want to draw power. Instead it’ll wake back up when the sun shines in the morning.

Your home and solar system are connected to the utility grid. On long, sunny days, your solar panels pour power past the meter – running it backwards – racking up credits on your utility bill. You draw down those credits overnight or during the darker, winter months. This is all thanks to a process called net-metering. It’s that simple.

Solar panels do produce better at cooler temperatures! Hot, hot heat is hard on electronics in the summer, so the cooler days and months provide more efficient solar production. So, those hot blue sky summer days? Your solar system will be cranking, but you won’t see it performing at its max power level.

Learn more in our full length article How do the seasons and weather affect my solar production?

Unless you have Home Energy Storage, solar doesn’t produce energy when the power is out.  If your power goes out, contact your utility company to be sure they are aware of the outage.

Once the power is back on, there are a few steps you can take to check the system and make sure it’s all working as usual:

  • You may need to reset your internet connection to re-establish monitoring communication – just unplug your router for about 5 minutes, then plug it back in. It can take your monitoring a day or so to come back online.
  • Take a look at your inverter. If the display looks normal, great! Your system is working properly and producing clean solar energy. If there’s an error code, simply reset the inverter by following these steps:
  1. Turn off the DC disconnect on your inverter. This is the black dial on the front or bottom of the inverter. Simply turn it to the “off” position.
  2. Turn off your system’s AC disconnect. This is located outside next to your utility meter and is just a lever that you’ll pull down into the “off” position.
  3. Wait five minutes, then turn them back on in reverse order. Throw the AC lever back up into the “on” position, then turn the dial on the inverter back to the “on” position to bring the DC back online.

The inverter will start to turn back on and may take a minute or two to reboot. You should see the main screen as normal once the reboot is complete with no error message.

If you take these steps and still aren’t seeing information about your system on the inverter, please give us a call at 802-882-8685.

Get Started

We’re here to help you find your solar solution, whether that be solar at home, at your small business, or on a larger commercial structure. Click the button to get started. Thank you!
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