Customer Service for All Energy Solar
Are You Having a Service or Reporting Issue?
Take a look at the information and the monitoring links below to see if they help to resolve the problem. If you’re unable to find a solution for your issue, please complete the customer service request form.
Customer Service FAQs
Would I need a different monitoring solution for a battery?
Likely. It depends on your final system design. For example, the Tesla Powerwall battery system has its own software monitoring system that’s separate from solar monitoring.
Which solar monitoring system is best?
We match our monitoring system with the equipment we install. For example, Enphase inverters will use the Enphase monitoring software. All monitoring options effectively serve the same functions.
How can I maximize my solar panel performance?
Here are five ways to maximize your solar panels’ performance:
- Utilize power strips
- Switch to LED bulbs and fixtures
- Use a solar PV monitoring system
- Keep your panels free of obstructions
- Keep your panels clean
For more details, read our resource article, Five Tips for Maximizing Your Solar Panel Performance,
What should I do to maintain my solar panels?
1. Ask your installer what the best maintenance approach is for your specific installation.
2. Regularly inspect your panel for nests, branches or debris that may be covering the surface of the array.
3. Occasionally, perform a closer inspection using a ladder and get a closer look.
4. Clean your panels regularly by spraying dirt off with your garden hose or, if needed, using a cleaning solution recommended by your installer.
For more details, read our resource article, 4 Simple Steps to Keep Your Solar System in Tip-Top Shape.
My solar panels are dirty, how can I clean them?
For safety reasons, it’s best to clean your panels from the ground. A long extension pole with a special sponge pad attachment and a squeegee are probably all you’ll need. Never use rough or hard objects, as they can scratch the panels’ glass and reduce their performance.
In most cases, a simple solution of dish soap and warm water will make your panels sparkling clean. If the panels have picked up an oily residue, rubbing alcohol diluted in water should clear it off. Make sure to rinse afterward with pure water so the alcohol doesn’t remain on the panels. You should only rinse or clean your panels with extremely soft water, as hard water will streak and leave spots.
If your cleaning involves the use of a liquid (as opposed to just brushing), avoid working in hot, direct sunlight, as it can cause water to evaporate quickly and leave dusty smears on the panels. Early morning and early evening are ideal cleaning times.
How can I tell if I’m producing solar power?
There are two ways to tell if your panels are producing power. The first and the fastest is to check your system’s monitoring platform (e.g. Solar Edge, Enphase Enlighten, Locus). The second and slowest is to check your utility bill each month.
How do I read my utility billing statement with solar? For all utilities other than Xcel Energy Minnesota.
This varies based on your utility, but review your most recent utility bill and look for the net metering section. Generally, you’ll see a section that shows how much energy you pulled from the utility and another section showing how much energy you sent back to their grid. Those amounts are netted, and then you are either credited for the excess solar your system generated or charged for how much energy you used from the grid after accounting for your solar production.
How do I read my Xcel Energy utility billing statement with solar?
On the Xcel billing statement, the first 4-row chart records the specific amount of energy from Xcel and the energy from you to Xcel. Remember, this is only the amount you buy and sell. It does not reflect the total amount of home consumption or the total amount of solar production.
The first row, “Total Delivered by Xcel,” shows how much energy you pulled from the Xcel electric grid. The second row, “Total Delivered by Customer,” shows how much energy your solar sent back onto the Xcel electric grid. You’ll want to be looking at the furthest column to the right (Billed Usage).
The next two rows (Net Delivered by Xcel & Net Generated by Customer) will show the difference between those two numbers. One of these rows will always be “0”, and it depends on whether you pulled more energy from the grid than you sent out onto the grid and vice versa. In months where you pulled more energy from the grid, you will see a number in “Net Delivered by Xcel.” In months where you sent more energy to the grid, you will see a number in “Net Generated by Customer”.
This is then reflected in the electricity charges as either a bill you owe Xcel or credits they allot to your billing statement. Many times these are applied to the remaining amounts due or carried over to the next month. If credits in your favor are larger than $25 worth, a check will be sent to you for that amount. If you opted for a bill credit instead of receiving a check, those credits will roll over to the next month’s bill.
If your system includes a production meter (required if you are participating in Solar*Rewards), on a subsequent page of the Xcel billing statement, there is a 2-row chart that is for your production meter. This may be listed as “DG” (for distributed generated) or “Prod meter” (for production meter).
Your production meter reports the total amount of solar production. This number will be approximate to the total solar reported on your solar monitoring platform. This is how Xcel will calculate the yearly Solar*Rewards rebate.
If you are interested to know how much total energy you’ve consumed, you would take the net energy from the first chart and add (or subtract) it to the total solar energy from the second chart. If you used more energy than you produced that month, you would take the number from the row “Net Delivered by Xcel” and add it to the amount from your production meter in the second chart. If you produced more energy than you used that month, you would take the number from the row “Net Generated by Customer” and subtract it from the amount from your production meter in the second chart.
I installed a new router and now I can’t check my solar monitoring.
If you have an Enphase Envoy S or IQ Gateway, please follow this link for instructions on how to reconnect. If you have an eGuage, please take a look at these PDF instructions on resetting your nano. If you have Solar Edge, take a look at this PDF. If your product or issue was not covered here, or you are still experiencing problems, reach out to customer service by filling out a help request ticket.
How to reconnect a SolarEdge inverter with the MySolarEdge phone app?
The most common reason for a Solar Edge device to not report is because the internet router has been changed and the new wifi password needs to be set in the SolarEdge inverter.
If your solar monitoring is accessed via 3G cellular option, and not connected to your home or on-site router, your existing monitoring device may have been impacted by nationwide changes to 3G coverage. You may have received an email from Enphase or SolarEdge with specific information on how to upgrade the cellular device. If you’re not sure if your device is impacted by 3G or if you’re still experiencing problems, fill out a service request.
My Tesla app isn't reporting, how can I fix it?
For systems installed with a Tesla Solar Inverter, check that the inverter is powered on and connected to your home router or internet modem. For systems installed with a third-party solar inverter, check that the solar Gateway provided with your Tesla solar system is powered on and connected to your home router or internet modem. It should also be within range of your solar inverter. If you see a ‘Weak Signal’ notification, follow troubleshooting steps for support. If you’re still experiencing an issue, fill out an All Energy Solar customer service ticket.
How can I reconnect my Enphase gateway?
If you have changed your Internet Service Provider, network password, or even updated your network name, this can disconnect you from the Gateway. Follow the steps in this troubleshooting guide to get your Gateway back online. If you’re still experiencing an issue, fill out an All Energy Solar customer service ticket.
My Egauge has a 404 error message, what is this and how do I fix this?
First, power-cycle the eGauge. See this article “How do I power-cycle the eGauge?” for details on how to do this. Second, try unplugging the HomePlug adapter and then plugging it back in, if applicable. This retrains the HomePlug-adapter and will often bring the device back. Typically the eGuage is fine, it’s just the network that is down and power cycling will help reset the data flow. If you are still experiencing issues after power cycling your eGauge, please fill out a service request here.
I just bought a house with solar panels, what do I do next?
Congratulations on your new home purchase and bonus solar panels! Hopefully, the previous owner has filled you in on what utility company to speak with to get net metering applied to your account, and the transfer of any applicable rebates. After that, you can contact us at All Energy Solar, and we can assist with the transfer of ownership both within our organization and your utility company. Please fill out a service request ticket if you have purchased a home with an All Energy Solar installation.
There is snow on my panels and I have no solar production! What can I do?
Snow normally isn’t a problem, because it typically slides off the angled panels after a time. If the snow does not slide off, we don’t recommend removing it manually unless the solar array is ground mounted, as there is a safety risk of falling ice, and damage caused to the solar panels could void the warranty. However, here are a few helpful tips on keeping solar panels clean for those looking to go above and beyond.
What are my warranties?
There are a variety of warranties to go along with the different components of your system as well as warranties for workmanship. Your unique warranty agreements should be available with your closeout documents. However, if you are unable to locate your warranty documents, please contact your customer liaison, project manager, or fill out a customer service request ticket here.
I need my solar panels removed. What should I do?
Most commonly, solar panels need to be removed for a roof replacement, and we are ready to help remove and reinstall your solar panels. Since we are experts on your solar array, we know how to handle your panels to keep the manufacturer’s warranties intact. If you live within 80 miles of our St. Paul, MN office, we can even handle your roof replacement. It can be a smoother, more seamless process when only working with one contractor on your project. Once your roof is finished, we will give you a new two-year workmanship warranty on the installation or maintain your current warranty if applicable.
Additional Solar Resources
Looking for more in-depth answers to your questions? Explore the following resources for more information.
Submit a Customer Service Request
Couldn’t find a solution for your issue? Please submit a customer service request and a member of our team will review your request and reach out to you.
Just Getting Started with All Energy Solar?
Getting ready for installation? Wondering what comes next as you prepare to finance your solar installation? Visit our Going Solar 101 page for answers.