Customer Support Resource Guides:
NanoStations and PicoStations
This page provides an overview of NanoStations and PicoStations including basic troubleshooting tactics. If you need more support after viewing the resources on this page, please contact SunCommon Customer Support.
POE, NanoStations, and PicoStations
Your inverter uploads data to your monitoring portal by communicating with your internet router via a white box called a NanoStation or PicoStation. It is connected to the inverter by two ethernet cables and a black three pronged plug called a Power Over Ethernet (POE).
POE (left), NanoStation Units (center left and right), and Picostations (right) look like this:
What do the lights on your NanoStation or PicoStation mean?
Power — Solid Light: Device is recognizing power source
LAN — Solid Light: Communication between Nano/Pico and inverter/computer
Signal Bars — Solid Light(s): Communication strength. Can be green/orange/red.
What if your Nano/PicoStation isn’t communicating with your inverter?
The two most common situations in which your Nano or PicoStation may have lost its connection with your inverter is if 1) there was an interruption to power and connection needs to be repaired, or 2) your network settings have changed — that is, you got a new router, changed your network credentials (network name or password), or have a new internet service provider.
Here’s how to repair your connection if your network settings have NOT changed.
- Confirm that there is power to the NanoStation by checking for at least one green light on its back.
- Unplug the POE from its outlet.
- Unplug your router from its power source.
- Wait a few minutes and then plug the POE and router back in.
- Return your Nano/PicoStation to its original placement.
After these steps, 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 the issue persists, contact SunCommon customer support.
Here’s how to fix your Nano/Picostation if your network settings HAVE changed
Reset the NanoStation with a paperclip or pen and use your computer to reconfigure the device. Follow these instructions if your computer is a Mac and these instructions if you use a PC. It usually takes the monitoring about an hour to get up and running again.
If the steps above didn’t help usually does the trick, but if not, contact SunCommon customer support.
Need more support?
Get in touch:
What we need from you
In your email or phone message, please provide the following information:
- Your name or the name on the account
- Property address
- Phone number and email address
- A detailed description of your issue, including any troubleshooting you may have already tried
Emails sent to the above address will automatically create a case in our system; however, if you do not reach someone over the phone and do not leave a voicemail, our system does not create a case. Cases will be addressed in the order they are created. The more information you leave, the more quickly a Customer Support team member can begin working on your case and resolve your issue!
How we’ll support you
We offer technical support and customer education through email or over the phone, including equipment troubleshooting, assistance with monitoring issues and utility billing questions. Remote support is always free of charge. Certain issues may require a site visit, which may or may not be covered under our installation guarantee or the manufacturer’s warranty. If necessary work is covered under warranty, on-site service may be free of charge; otherwise, a dispatch fee and hourly service rate applies.
View our Customer Care and Maintenance Guide here for more information on services and rates.