[RE-wrenches] Sol-Ark Support

[Lloyd Hoffstatter]

Hi Howie,

Text from FB user Scott Shadle Sol-Ark owners  Information network:

Migration update (edit at 10 am central...my plant is now populating the new solark app. So...hang in there)

Just had a very nice call with Sol Ark tech support.  He suggested that perhaps my Facebook update would help reduce the huge number of calls they are getting.   I took notes.  I don't work for Sol Ark.  I have no idea if any of the following is factual other than it is what the tech support person relayed to me.

1.  The migration has been challenging.  They are using a 3rd party entity to do the work.  The did a first test of 100 sites. A second test of 4,000 sites.  At that point they did not have any material problems and attempted a full roll out of the remaining sites.  They had a lot (no definition of "a lot") of sites that had problems.  So, it is accurate that many of you are seeing the migration but a significant number of others (like me) are not getting information on either the old pv pro or the new mysolark.

2.  Why?  He said they believe it has to do with the wifi dongle.  I didn't try to get more specific.  Just said that the wifi dongle is not pointing at either site, so...like my situation...you are not able to see any information inside any of the apps...old or new.  Nor can you access your 15k to do any remote changes.  If you want to make changes you will have to go to the device.

3.  Fix and timing?  Unknown.  He asked that I be patient and give it a week, but hoped it would be resolved sooner.

4.  Is there any steps I the customer can take to make this better.  No.  It is all on their side.

5. Data migration.  He suggested that the data migration is still an open topic.  I expressed to him that in my emails with the PV Pro tech support they only allow for you to download one day at a time.....or....use their reporting screens to get summarized information in graphical format (not the actual data).  He said the whole data migration topic is still being worked on by Sol Ark and they are reaching out to their installers and of course end user customers to try and layer in more and more functionality on the data reporting / data harvesting side of things.  The suggestion...without any specifics...was that the new site will have much more functionality soon....and...they can continue to improve it over time.  They did not have that ability with PV Pro.

6. Mobile app.  For those not aware, there is a new app (I'm on android and it was easy to download and put in my plant) mysolark.

He asked that we be patient.  Said tech support is getting swamped with calls and that they (tech support) can't really do anything to help until the 3rd party company fixes the migration issue(s).

Nice guy.  Reasonable responses.

Hopefully this will help some of you who are puzzled by fellow Facebook users on this board that are having no issues.

I'm going to give it a week.

Best regards
________________________________
From: Lloyd Hoffstatter <lloyd at sunstruckconsulting.com>
Sent: Wednesday, June 5, 2024 2:07:43 PM
To: RE-wrenches <re-wrenches at lists.re-wrenches.org>
Cc: Howie Michaelson <Howie.Michaelson at gmail.com>
Subject: Re: [RE-wrenches] Sol-Ark Support

They are swamped with calls while they work to transition, and partially depends on a third party per user comments on Sol-ark users FB group after talking to tech support.
Best regards,
Lloyd

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________________________________
From: RE-wrenches <re-wrenches-bounces at lists.re-wrenches.org> on behalf of Howie Michaelson via RE-wrenches <re-wrenches at lists.re-wrenches.org>
Sent: Wednesday, June 5, 2024 1:41:07 PM
To: RE-wrenches <re-wrenches at lists.re-wrenches.org>
Cc: Howie Michaelson <Howie.Michaelson at gmail.com>
Subject: [RE-wrenches] Sol-Ark Support

Is anyone else having trouble getting through to Sol-Ark support?
Howie Michaelson
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