[RE-wrenches] Enohase tech support

Fri Mar 15 15:26:33 PDT 2024

Jason, Very helpful. Thank you
I wonder why, after years of calling tech support, nobody at Enphase told
me the S is a replacement for the R.  it took a compatriot
installer/integrator to care enough.

On Fri, Mar 15, 2024 at 2:51 PM Jason Szumlanski <
jason at floridasolardesigngroup.com> wrote:

> 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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