Professional remote solar support
Real help from a licensed Florida solar contractor's office, wherever in the state your system is. Monitoring reconnection, account recovery, communication review, manufacturer support, and RMA coordination.
Supported request types
Six kinds of work, all of it done from our office by people who service solar for a living.
Monitoring reconnection
Getting a system reporting again after something on your side of the connection changed.
- Internet provider changes
- Router replacement
- WiFi name or password changes
- Modem replacement
- Network interruption
- Monitoring gateway replacement
- Lost monitoring communication
Monitoring account recovery
Getting your own system back under your own account, in your own name.
- Recovering homeowner portal access
- Correcting monitoring account ownership
- Transferring access from a former installer
- Adding you as the system owner
- Locating the correct monitoring application
- Updating account information
- Restoring authorized AllSolar service access
System communication review
Working out what the silence actually means before anybody spends money on it.
- Whether a system is producing but not reporting
- Whether a monitoring gateway is offline
- Whether the inverter has internet communication
- Whether cellular monitoring has expired
- Whether the manufacturer portal is delayed
- Whether a monitoring site transfer is incomplete
- Whether an onsite visit is probably required
Manufacturer support coordination
Opening and driving a case with the company that actually made the equipment.
- Opening manufacturer cases
- Gathering required system information
- Identifying models and serial numbers
- Organizing photographs and error information
- Following manufacturer troubleshooting procedures
- Understanding manufacturer responses
- Tracking case numbers
RMA assistance
Keeping a warranty replacement moving instead of stalled.
- Determining manufacturer requirements
- Opening or continuing an RMA
- Collecting equipment and installation information
- Organizing proof of purchase
- Communicating with the manufacturer
- Tracking approval and shipment status
- Recording the RMA in Solar Home
- Helping locate an onsite provider for the replacement work
Remote troubleshooting
Reading what the system is telling us and deciding the right next step.
- Reviewing monitoring alerts
- Reviewing inverter error messages
- Confirming whether the portal is receiving data
- Identifying safe homeowner checks
- Determining the appropriate next step
- Preparing information for an onsite contractor
- Assessing whether onsite service is probably required
Solar Home assistance
Setting your free account up properly, so the next problem is easier than this one.
- Adding a property
- Recording system categories
- Adding equipment
- Uploading warranties and documents
- Connecting compatible monitoring
- Recording the original installer
- Organizing service and manufacturer records
What remote support cannot do
Being clear about this up front is cheaper for you than finding out after you have paid.
Not a physical diagnosis
A remote communication review tells us what the system is reporting and whether it is reporting at all. It is never a complete physical diagnosis of the system, and we will not present it as one.
- The physical condition of panels, wiring, and connectors
- Whether a roof penetration is leaking
- Whether equipment is damaged, corroded, or overheating
- Anything requiring a meter on the equipment
- Whether the installation meets current code
Manufacturer and RMA limits
We can run the process well. We do not control the answer.
- Manufacturer assistance does not guarantee manufacturer approval
- Independent provider referrals are not AllSolar fulfillment
- Remote support is not onsite service
How we get access, and what we never ask for
For most work we need your permission to contact the manufacturer or monitoring provider on your behalf, and to be added as an authorized service party on your monitoring site. That permission is recorded, specific, and reversible. We do not need your payment details to look at a problem, and we never take card information through a web form.
Scope and price before paid work. Once we have looked at your request, our office tells you what is involved and what it costs, if anything. A good number of these turn out to be free through your manufacturer or monitoring provider, and when that is true we tell you that instead of quoting you. Nothing is charged without your approval.
When onsite service is required
Sometimes the honest answer is that somebody has to be there. When we get to that point we will say so plainly, and we will hand you everything we established so the visit is short: the error history, the equipment details, the case numbers, and what has already been ruled out.
Inside our 17 counties, that is us. We are a licensed Florida solar contractor and we come out. If your property is eligible, an AllSolar Cares membership adds priority, member pricing, and an annual onsite inspection.
Outside our 17 counties, we can pass your request to an independent service provider, but only when you authorize it. That provider is a separate business that controls its own availability, pricing, scope, scheduling, warranties, and service terms.
Request Remote Solar Support
Fill in what you know. Anything you are unsure of can be left blank, including all of the equipment questions.
Remote support questions, answered
Where is remote solar support available?
Throughout Florida. Unlike AllSolar Cares memberships, which are for eligible properties in our 17 county service area, remote support does not depend on where your property is.
What does remote support cost?
Some remote support can be completed at no charge through your equipment manufacturer or monitoring provider. When professional AllSolar assistance is required, our office confirms the scope and price before paid work begins. Nothing is charged without your approval.
Is remote support the same as an AllSolar Cares membership?
No. Remote support is a separately requested professional service. It is not a membership and it does not include onsite membership benefits such as the annual inspection, member pricing on repairs, or priority scheduling.
Will you tell me my system is healthy?
No, and be careful of anyone who does from a screen. A remote review tells you what your system is reporting and whether the reporting itself is working. It is not a physical inspection and it cannot establish the condition of the equipment on your roof.
Can you guarantee my warranty claim will be approved?
No. RMA approval, warranty coverage, replacement equipment, shipping, labor, and reimbursement are controlled by the manufacturer and are not guaranteed by AllSolar. What we can do is make sure the claim is complete, correctly submitted, and followed up.
Do you need my monitoring password?
No. We never ask for a password of any kind. Access is granted through the monitoring platform's own authorization process, where you stay in control and can revoke it whenever you want.
What if it turns out somebody has to come out?
We will tell you plainly, and hand you everything we established so the visit is shorter. Inside our 17 counties we can come ourselves. Outside them we can refer you to an independent provider when you authorize it, and that provider sets its own pricing, scope, and warranties.
Start with the free account either way
Your Solar Home holds the equipment details, documents, and case history that every remote support request eventually needs.