[RE-wrenches] Enohase tech support

Fri Mar 15 14:51:49 PDT 2024

Somehow I missed that you said it's an Envoy-S. Which lights are on? There
are four, left to right:

   1. Cloud connected the Enphase Enlighten (normally green, red if WiFi
   connected but no Internet)
   2. Installer WiFi Access Point (normally off)
   3. All assigned micros producing power (normally green)
   4. All assigned micros communicating with Envoy (normally green)

If the first light is red or off, it just needs to be reconnected to a
working Wi-Fi network. The consumer can do that in their app (Menu |
Settings | Connectivity). If it's off, it could be a number of things, but
usually, the WiFi network is no longer available, or the Envoy has glitched
out. Either way, reconnecting it usually works. Sometimes it can be a
frustrating series of reboots to get it going. But the app will walk them
through the steps.

Enphase WILL help the consumer directly with this, but if they have
directed the customer to their installer, either the customer
is technology-challenged, or the Installer Toolkit is required to forget
the original network and then reconnect to the new one (or the same one
sometimes).

One other thing... Some of those units may have been Cellular connected,
and the 5-year data plan may have expired. Enphase can tell you how it was
last connected with the serial number or site ID. That would be a good call
to make before heading out there. The solution could be as simple as
connecting it to their WiFi. Sometimes installers don't want the hassle of
WiFi issues, so they just pop in a cellular modem. I have seen a number of
national installers do that. It is not good practice. Ethernet is best and
WiFi works well usually.

Jason Szumlanski
Principal Solar Designer | Florida Solar Design Group
NABCEP Certified Solar Professional (PVIP)
Florida State Certified Solar Contractor CVC56956
Florida Certified Electrical Contractor EC13013208

On Fri, Mar 15, 2024 at 2:12 PM jay via RE-wrenches <
re-wrenches at lists.re-wrenches.org> wrote:

> Hi David.
>
> This one is a standard newer version Envoy S.
>
> I’ve had this exact same issue of tech “support” numerous times.  I had to
> go to my neighbors to confirm that the panels were wired correctly, after
> they had been installed for years.  I’m not making this up.
>
> Seems to really depend on who you get on the phone if they will help you
> or not which isn’t good.
>
> Thats why I”m looking for any help to find the right phone number or
> person who will/can help.
>
> I’m guessing its either the envoy needs to be rebooted or its broken.
>
> thanks
>
> jay
>
>
>
> On Mar 15, 2024, at 11:49 AM, david quattro <david at quattrosolar.com>
> wrote:
>
> wow, your experience is worse than anything I've ever heard of from
> Enphase tech support. My experience with them is this: they know their old
> Envoys are garbage (the M-Series are failing left and right now). The
> executives made the decision that they will no longer manufacture new
> M-Envoys. I don't know their posture regarding S-Series, I haven't seen
> those fail yet. So instead of selling you a good brand new M-Envoy, they
> try to connive you into replacing 100% of your microinverters with
> IQ-Enphase - you know, because they are such a great, responsible company.
>   Actual options moving forward are to find a used M-Series Envoy that you
> have tested in-house before you go on your 5 hour drive. I have one I can
> sell you. Or you deliver the bad news to the customer and tell them the
> truth - they are flying blind without a functioning Envoy.  Ground mounts
> aren't that bad since you could teach the customer to walk up and verify PV
> current on each module with a decent meter.  For me essentially all of my
> Enphase fleet went onto residential rooftops where regular access is not an
> option. What kills me about Enphase is that every step of the way over the
> last 15 years - EVERY single time they changed their inverter architecture,
> they promised that all the new stuff would be backward compatible with old
> gear. And every single time, they were full of it.
>
> On Fri, Mar 15, 2024 at 9:49 AM Jay via RE-wrenches <
> re-wrenches at lists.re-wrenches.org> wrote:
>
>> Hi all
>>
>> Is there anyway to get tech support with remote coms?
>>
>> I got a call just the other day from someone with an envoy. It’s stopped
>> communicating to enohase. Enphase says they need the installer who’s now
>> gone.
>> They just won’t help the customer.
>> It’s about a 5 hr round trip for me. Which is nuts as I’ll have to
>> communicate with enohase anyway.
>>
>> And I’ve heard rhis exact issue multiple times from numerous people.
>> Envoy has lights but has stopped communicating. I’ve heard enohase tech say
>> “the panels are wired wrong. “. You mean they magically changed after 10
>> years?
>>
>> Does anyone have a person/number etc of who will help them?
>>
>> Thanks
>> Jay
>>
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