AEI Customer Support
What can we help you with?
FAQs
  • What should I do if my monitoring portal is showing an issue with one or some of my panels?

    Please call our offices immediately so we can see troubleshoot and diagnose your system.

  • My PV monitoring portal shows that my whole system is not working, what should I do?

    Your monitoring system is an essential part of your rooftop PV system. This is the sole visual support that all homeowners and service technicians can use to effectively monitor and diagnose a PV system. 

    If your Monitoring system is down and shows that all panels are not working- don't panic! 8 out of 10 times this turns out to be purely a connectivity issue and your PV system is still working. Monitoring systems are very delicate as they are connected to a home's internet connection. Something as small as poor internet connection, power outages, or changing internet providers can all affect your Monitoring systems connectivity. 

    Whether you have the MyEnlighten or Solar Edge monitoring portal, you can go to Alternate Energy's YouTube Channel for step-by-step instructions on how to re-connect your monitoring system. Please keep in mind that after you re-establish connectivity, your monitoring system will need some time catch up on all the data that it missed while down. 

  • What does PV stand for?

    Photovoltaic