My Solar System Is Offline: What to Check First Before Calling Sunollo

Don't Panic — Most Offline Events Are Easily Fixed

If your monitoring app shows your solar system offline or your inverter appears to have stopped generating, run through this checklist before contacting Sunollo. The majority of offline events are caused by simple triggers that you can resolve in minutes.

Step 1: Check the Time and Weather

Your solar system deliberately shuts down in certain conditions — this is not a fault:

• Before sunrise or after sunset — inverters do not operate in the dark. Zero generation at night is normal.
• Very overcast or stormy conditions — output may drop to near-zero. This is normal.
• Grid outage in your area — if SP Group's grid is down, your inverter will stop generating for safety reasons (anti-islanding protection). Check the SP PowerAlert app or call 1800 778 8888 to confirm. Your system will automatically restart when the grid is restored.

Step 2: Check Your Home's Power

1. Is your home otherwise receiving power normally? If your lights and appliances work, the grid is fine.
2. Go to your switchboard. Is the solar RCCB or MCB in the tripped position (lever down or in the middle)? If yes, see our guide: How to Reset Your Solar System After an RCCB Trip.

Step 3: Check the Inverter Physically

Locate your inverter (usually mounted on a wall near your switchboard or in the utility area):

• Is the inverter display showing anything? A blank screen with the AC isolator on may indicate a hardware fault.
• What does the LED or display show? Common status indicators:
  • Green light / "Normal" / "Feeding" = operating correctly
  • Red light / "Fault" / error code = fault state; note the error code and contact Sunollo
  • Yellow / "Waiting" / "Initialising" = starting up; wait 5–10 minutes
  • No display = power not reaching the inverter; check AC isolator and switchboard

Step 4: Check the Wi-Fi / Data Logger Connection

Your monitoring app connects to your inverter through your home Wi-Fi. If your app shows "Communication Lost" but your inverter display looks normal, the issue may simply be your internet connection:

1. Restart your home router/modem (unplug for 30 seconds, then plug back in).
2. Wait 5 minutes and check the app again.
3. Check if your inverter's data logger or dongle has a communication LED — it should be solid or blinking green. A red or off LED means it has lost Wi-Fi connection.
4. If your router password changed recently, you will need to reconnect the inverter's logger to your new Wi-Fi. Contact Sunollo for guidance specific to your inverter model.

Step 5: Try a Soft Reset

If the inverter is in a fault state with no obvious cause:

1. Turn the AC isolator switch off (next to the inverter).
2. Turn the DC isolator switch off (on the inverter).
3. Wait 5 minutes.
4. Turn DC isolator on, then AC isolator on.
5. Wait up to 5 minutes for the inverter to reconnect to the grid and begin generating.

When to Call Sunollo

Contact us if:

• The inverter shows a persistent fault or error code that does not clear after a restart
• The inverter display is blank even though the AC isolator is on
• The system has been offline for more than 24 hours on a sunny day
• The RCCB is tripping repeatedly
• You notice any unusual smells, sounds, or visible damage

When you contact us, please have ready: your monitoring app screenshot, the inverter model and serial number (on the label on the inverter), and a description of any error codes shown.