Customer Support Resource Guides:
Zigbee and Gateway
This page provides an overview of the Zigbee and Gateway including basic troubleshooting tactics. If you need more support after viewing the resources on this page, please contact SunCommon Customer Support.
What are the Zigbee and the Gateway?
The Zigbee is the antenna connected to your inverter (right), and the Gateway is the device connected to your internet router (left).
Your inverter uploads data stored by the Zigbee to the SolarEdge monitoring portal by communicating with your internet router via the white gateway device. You can find your gateway attached to your router.
What do the lights and buttons on your Gateway mean?
S_OK — Solid light: Gateway is connected to the internet
Link — Flashing light about every 5 seconds (frequency varies based on number of inverters): The Zigbee and Gateway are able to communicate with each other.
Signal Bars — Solid light(s): Communication strength between Zigbee and Gateway
Red Button (2 functions) — 1) Hold until all lights illuminate to search for Zigbees. 2) Hold for 30 seconds to hard reset (the Gateway will forget inverters it’s communicated with in the past)
How to pair your Zigbee and Gateway to re-connect your solar monitoring
- Check that all cables are plugged fully into their units.
- Hold down the red button until all the lights turn on. Upon release they will begin to flash,
- Once the connection is established, the signal and S_OK lights will be illuminated and the Link light will flash continuously.
That usually does the trick. If the S_OK light is illuminated but the Link light isn’t flashing, that means the Zigbee antenna on your inverter is not yet communicating with the Gateway.
Unplug the Gateway from the router and bring it to an outlet closer to your inverter. Plug it in, wait 30 seconds, then hold down the red button until all the lights come on. Wait until the Link light is established (flashing). Then take it back to the router and simply plug it back in. Do not hold down the button again.
Your monitoring should take about an hour to get back up and running. If it doesn’t, contact SunCommon customer support for further assistance.
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.