Our customer success page is designed to house everything you may need access to over the lifetime of your solar system and provide quick answers to many of our customer’s most frequently asked questions. Please save this page in your bookmarks for future reference.
The customer success center includes:
- Service Request Form: got a question? Fill in the form and hit submit and someone from our team will be in touch.
- Access to the SolarEdge monitoring portal
- Answers to our Customer’s most frequently asked questions (see below)
- Leave us a review
- Refer a friend
Customer’s Frequently Asked Questions
SOLAREDGE MONITORING & INVERTER QUESTIONS:
How do I access my SolarEdge account?
You can access your SolarEdge account HERE.
Maine Solar Solutions sent you an email from SolarEdge inviting you to establish a username and password to access the system monitoring portal (make sure to check your junk mail). The SolarEdge monitoring portal allows you to monitor the performance of your system and run reports on electricity production.
- To register your panels, click the link in the email sent by SolarEdge.
- To launch the SolarEdge monitoring portal, go to https://monitoring.solaredge.com/solaredge-web/p/home and enter your username and password that you created in the registration form.
- If you need us to resend the link, send an email to firstname.lastname@example.org
Does SolarEdge have a user’s manual?
Are there SolarEdge Training Videos?
Yes, below you will find links to some of the most helpful videos online so you can grow comfortable with your online monitoring and use its full potential.
* SolarEdge Dashboard Overview
* SolarEdge Layout Overview
* SolarEdge Report Overview
* SolarEdge Charts Overview
* SolarEdge Monitoring Viewing Alert
* SolarEdge Forgot password
How do I download SolarEdge on my Apple or Android mobile device?
You can also monitor your panels on the go by downloading the App on your tablet or phone. Just go to your phone’s App store and type in SolarEdge Monitoring.
Direct link for Apple users here
Direct link for Android users here
Your inverter has a switch and three colored LEDs that indicate system information, such as errors or performance. The following tables detail the possible LED and switch combinations, and what they mean.
Red Light: Indicates there has been a fault. Please contact Maine Solar Solutions.
Green Light: Your system is producing.
Blue: Most likely your system is still producing but not communicating to the monitoring app. See below for the most common reasons this blue light comes on and how to troubleshoot it.
For more information about LED lights and their codes, you can also visit: https://www.solaredge.com/us/leds
Do you have training videos on how to use my Lumin platform?
Yes, find out more with these quick tips for getting the most of Lumin’s platform by following this link.
TECHNICAL SUPPORT QUESTIONS:
Help! My online monitoring stopped working. Am I still producing energy?
Most of the time if your online dashboard is down, your system is still working normally. Unlike the internet, solar panels are very reliable.
Below are some of the most common reasons your solar array is not showing on the monitoring platform:
- Wired internet is disconnected. Make sure to check everything is plugged in!
- Have you changed either your internet provider or password on your router recently – or maybe you purchased a new wireless router. Update the wireless password for your solar communications device and that should do the trick!
- The software in the communications device glitched, and you should try rebooting the unit
- The WIFI extender we provided isn’t connecting or needs to be rebooted
We have found that if you changed any info or are having trouble connecting it is usually easiest to simply reset and start from a clean slate. With the unit plugged in and powered up, insert a paperclip or such into the pinhole on the bottom of the device, holding the reset button for a few seconds. After the unit resets, it will broadcast a wireless network “NETGEAR_EXT”. Connect to this network and open a browser such as Safari or Chrome. Go to “www.mywifiext.net” and it will walk you through the process of setting up the device. It will ask you to set up a new email and password for the device. You will need to select “Set up a new range extender” and then select your wireless network and enter your password. Then the unit should be connected to the internet.
Here is a user’s guide for the WIFI extender.
My power went out. Do I need to do anything?
Fortunately, there is nothing you need to do with your solar array during an outage. As soon as your home loses power, the inverter automatically shuts down, and as soon as it gets power back, it will start right up!
What is the blue light at the bottom of my electrical panel?
The blue lights are a whole-panel Surge Protection Device which we install to help protect the equipment. If the lights go out, that indicates the device has absorbed a strong surge like a lightning strike and should be replaced.
I have snow on my panels. What should I do?
Nothing! One of the wonderful things about solar panels is that they are very low maintenance. We do NOT recommend you getting up on your roof to shovel snow from your panels. The panels are dark and gather enough sun to eventually melt the snow, which will slide off the slick glass surface (think metal roofs). Plus, if you get up to shovel your panels and scratch them your warranty becomes void. To gain a few extra hours of light is not really worth the risk.
Do I need to clean my panels?
One of the great things about panels is they are pretty hassle-free. If they do accumulate dirt (for example, dust or pollen), they will get washed off the next time it rains here in Maine. Any scratches on the panels made by you, void the warranties, so we recommend leaving them alone and let the rain wash them for you. For more information, you can visit our blog: Do I need to clean my Solar Panels?
Usage, Warranty, and Tax Questions
How do I Claim my Solar Investment Tax Credit?
After you make your final payment, Maine Solar Solutions will send you a copy of your statement showing your system as Paid in Full. This usually suffices for your accountant in regards to receiving your solar federal tax credit. Customers have also used their solar contracts. If you need us to resend your statement or contract please email us at email@example.com.
Though Maine Solar Solutions does not offer tax advice, if you do plan on filing your own taxes this year, our friends at EnergySage created a really helpful step-by-step guide on how to claim the solar tax credit.
How Do I File My Municipal Solar Tax Exemption
A new law in Maine, LD 1430, is impacting solar system owners. This solar bill passed in 2019 and offers an exemption on increased property taxes related to solar systems and components.
Who needs to fill this out?
Any owner of a solar energy system wishing to enjoy the property tax exemption – you need to fill this out regardless of the age of your system. If you live in one of the many towns in Maine that have not been assessing/taxing solar energy systems, you should still file an exemption as your town may begin to at some point.
How do I file this?
Per the instructions on the form, this needs to be filed with your local Tax Assessor (or with the State Tax Assessor if property is in an unorganized territory).
Do I need to fill this out every year?
No, just one time for the life of the system.
Taxpayers must apply for the credit by April 1 of the first year the exemption is requested. You only need to file this once and not on an annual basis. Here is a link to the form.
Please reach out to our team directly with help on filling out the form. However note that this is not official tax guidance, and any questions should be guided to Maine Revenue Services or call them directly at 207-624-9784.
Where can I find my Warranty Information?
Visit the SolarEdge Website at https://www.solaredge.com/us/homeowners
*Note that we will register your Silfab panels for the additional 5 years extended warranty and will send that certificate to you via email after your installation.
Warranty can be found here.
My electric bill is showing a different output than my online monitoring reporting. Why?
The SolarEdge monitoring system shows the total number of kwh being produced by the solar electric system.
The CMP bill shows just the excess kwh being exported to CMP. The CMP meter is not measuring your solar electric systems production.
CMP confuses the issue by labeling the excess exported solar power as “generation” or “gen.” This is not accurate. It really should be labeled “exported.”
The difference between the two is the amount of solar produced power that your home is using while it’s being generated.
Recall that the way that the system works is that when your solar electric system is producing electricity, that electricity first goes to operate any electrical loads running in the house. If the electrical loads in the house are less than the solar production, the excess is sent out to CMP and measured and reported as “generation.”
So, if you run a report on the SolarEdge monitoring platform (via a web browser on your laptop) for a date range that matches your CMP billing cycle you will come up with the total production in kwh for the billing period. Then subtract CMPs kwh number for generation. The result is the amount of power your home used that was directly produced by the sun!
This is also the amount of power that you avoided buying from CMP. The rest of the value in the solar produced power is the credits that you build up with CMP to offset your future bills.
How do I make my electric bill match my SolarEdge online monitoring reports?
- Log into your SolarEdge monitoring platform on your desktop computer.
- Click on the Dashboard button
- Click on Billing Cycle
- A new screen pops up or can be found on the left-hand side.:
- Click on the Rolling Days Range
- Pick the date from your electric bill you billing cycle ends.
For Every: pick how many days are in your billing cycle.
- Now you are able to set your energy production cycle to match your electricity bill.
If you run a report on the SolarEdge monitoring platform (via a web browser on your laptop) for a date range that matches your CMP billing cycle you will come up with the total production in kwh for the billing period. Then subtract CMPs kwh number for a generation. The result is the amount of power your home used that was directly produced by the sun!
This is also the amount of power that you avoided buying from your electric provider. The rest of the value in the solar produced power is the credits that you build up with your electric company to offset your future bills.
When will I receive my Pearl Certification?
We certify all our work through Pearl Certification. We are a quality company, and we want you to have peace of mind that a third party will verify what we install in your home. It’s the way we do business. Your solar arrays specs will be submitted to Pearl no later than 30 days after your final payment is submitted. Once completed, this will trigger a Pearl Certified report. Your Pearl Certification report includes 1. Signed certification with unique certification number; 2. Certification report which highlights the solar array with specific installation and product information, and comparison data; 3. Appraisal Institute’s Green and Energy Efficient Appraisal Addendum. Make sure to check your email to download the report.
I still can’t find the answer to the questions?
Not to worry! Maine Solar Solar Solutions is always here to help. Here are a few ways to get in touch with us:
- Please call us at (207) 871-7191
- Fill out our online Service Form
- If this is an emergency and you need after-hours assistance, please call 207-272-2455.