SunPeople Support
SunPeople's Support is designed to be a comprehensive resource center, readily available to assist you with any inquiries you may have.
Customer Support Guides
Explore our Customer Support Guides, where you'll find a wealth of resources. Whether you’re troubleshooting, learning new features, or looking for optimisation tips, our user-friendly guides are here to support you.
Fronius
Enphase
Enphase
Zappi vHub & WiFi Module
Enphase
General
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How to videos title caption
How to reconnect Enphase Inverter
How to reconnect Enphase Inverter
How to reconnect Enphase Inverter
How to reconnect Enphase Inverter
How to reconnect Enphase Inverter
How to reconnect Enphase Inverter
Frequently Asked Questions
General
A circuit breaker for my solar is off, can I turn it back on?
You can turn the circuit breaker on again. Please note and record if it either stays on, trips off straight away or trips off after a while.
Knowing when it trips off is also helpful. Sometimes a circuit breaker will trip once and never trip again. If the circuit breaker trips more than once, please don’t turn it back on.
Contact SunPeople for an inspection.
Can I export limit my sungrow inverter remotley?
Yes – in isolarcloud, Advanced Settings, Power control, Feed in limitation “enable”, set the preset feed in limitation value, apply setting, Inverter Parameter query, confirm
Contact us for a quote.
Batteries
What is the purpose of batteries in a solar power system?
Solar batteries work by converting the alternating current (AC) electricity into direct current (DC) and storing it for later use. When the panels are producing more power than your household consumes, it is stored in these batteries. This excess power can then be used later when the solar panels aren’t producing electricity (such as at night).
With a battery, you will only send power back to the grid when the battery is full, and you will only draw down from the grid when the battery is empty.
Contact us for a quote.
Can I add batteries to my existing system?
Yes, there is a battery option to suit every situation. However, adding batteries may require further upgrades to your system. Call us today and we can advise you on what is needed. If you are installing a new system, we can allow for specific items required for future batteries.
Contact us for a quote.
How do I change the backup Reserve Tesla Powerwall 2 on my Tesla app?
1. From the home screen, open the “Settings” menu.
2. Open “Powerwall” menu.
3. Under “Operational Mode” select “Self-Powered”.
4. Set your preferred Backup Reserve by adjusting the slider at the top of the screen.
Note: Setting a higher reserve percentage saves more energy for protection during an outage, while setting a lower reserve percentage optimises energy allocation for your Powerwall when Self-Powered mode is selected. Consider your personal economic needs and energy security outlook when setting Backup Reserve.
Click here for more information.
When my battery gets to 50% state of charge, why does the battery stop and I draw power from the grid?
The backup reserve setting for the battery may be set to 50% (or whatever percentage is stated). Depending on the type of battery, this can either be changed by the customer in the App or by a technician going to site.
If you have any issues with this, please contact the SunPeople team.
Inverters
Inverter restart procedure
Click here to download the Start Up & Shut Down procedure guide.
Can I export limit my Sungrow inverter remotley?
Yes – in isolarcloud, Advanced Settings, Power control, Feed in limitation ”enable”, set the preset feed in limitatio value, apply setting, Inverter Parameter query, confirm
How do I restart my Fronius Snap inverter?
- The inverter should have a label outlining the steps for full system restart.
- In the MSB, there is a circuit breaker labelled “inverter main supply”.
Turn this off first, then turn off the inverter DC isolator on the inverter.
Leave for 30 seconds, then repeat those steps in reverse.
Click here to access the Reconnecting Fronius Snap Inverter to Home Wi-Fi
How do I restart my Solaredge inverter?
- The inverter should have a label outlining the steps for full system restart.
- In the MSB, there is a circuit breaker labelled ”inverter main supply”.
Turn this off first, then turn off the inverter DC isolator on the inverter.
Leave for 30 seconds, then repeat those steps in reverse.
How do I restart my Fronius Gen 24 inverter?
Restarting your inverter can be done in just a few simple steps and can often solve many system issues without any further troubleshooting.
Step 1. Turn off your AC isolator. This is the Solar Supply Main Switch on your Switchboard.
Step 2. Turn off your system’s DC isolator. You’ll find this switch on the underside of your inverter.
Step 3. Please wait for your system to completely power down. This will take 10 to 15 seconds.
Step 4. Please turn back on your DC isolator, followed by your AC isolator.
Step 5. Wait a couple of minutes for your system to reboot.
Click here to access the Fronius GEN24 Inverter WiFi Reconnection Guide
What is the Enphase system restart procedure?
- Turn off the gateway’s circuit breaker or unplug the gateway from its power outlet.
- Wait 30 seconds.
- Turn the circuit breaker back on or plug the gateway back into the power outlet.
Why do I need an inverter?
An inverter is essential in a solar power system. It converts the Direct current (DC) electricity from the solar panels to an alternating current (AC) so it can be used to power your home.
My inverter has an error code. What does this mean?
It depends on what the error code is. As there are a large variety of different error codes some being significant and some will just fix themselves. If you can tell us what the error code is, we can investigate further to find the cause and solution.
How do I connect the inverter to Wifi?
We have videos available for this. See the relevent links below.
If you have any issues with this, please contact the SunPeople team.
Maintenance
What happens if my panels get damaged?
If your panels are damaged, we can organise an inspection to find out what caused the damage/fault and find a solution. Any error codes that appear on the inverter will speed up the process.
Contact SunPeople for an inspection.
A circuit breaker for my solar is off, can I turn it back on?
You can turn the circuit breaker on again. Please note and record if it either stays on, trips off straight away or trips off after a while. Knowing when it trips off is also helpful.
Sometimes a circuit breaker will trip once and never trip again. If the circuit breaker trips more than once, please don’t turn it back on.
Contact SunPeople for an inspection.
Will my solar power system need maintenance?
Once your new system is installed our qualified technicians will walk you through your new or existing system, to help you understand your product.
We advise following all manufacturers’ instructions to ensure your panels are cleaned once a year from any debris or bird droppings, this will ensure your system works efficiently and safely for many years. SunPeople recommend an annual service, as per Australian Standards for solar installations, to test and maintain the electrical parts of your system.
All our inverters offer products to review your systems performance on a phone or tablet.
Click here to request a system inspection or service.
Do SunPeople provide a maintenance service?
Yes we offer a maintenance service. We can clean your solar panels, or provide a System Safety Inspection service that includes cleaning your panels and an all parts check ensuring everything is up to scratch.
We also offer a repair service, if your system stops working. We’ll check out what’s gone wrong, either fix it on the spot or come back ASAP and fix the broken parts.
What is an earth fault?
This is a major and potentially dangerous fault. It can cause major damage to equipment. It is when there is a short circuit between the part of the system that carries voltage (panels, cable, connectors) and a metal part of the system that should be safe to touch (rails, inverter frame, panel frame).
Can I clean the panels myself? What do I use?
We recommend that panels be cleaned and inspected annually by a professional.
You are able to clean the panels yourself, using warm water and a soft cloth to remove any dirt/residue. It is important to use a soft cloth to ensure you don’t scratch the panels and avoid using chemicals as it could damage the panel. Never use a high-presher washer.
Click here to request a clean or system inspection.
Solar Panels
What is a "Tier 1" solar panel?
The Tier ranking system was designed to help large-scale projects and investors select products from the world’s most “bankable” manufacturers.
A company that has achieved Tier 1 status does not necessarily have the best panels, but they have passed the test for financial institutions to lend money against their products.
The Tier ranking system can be a good way to filter through lesser-known panel manufacturers, but should not be substituted for understanding a panel’s performance, efficiency and warranty program.
How much weight will the panels put on my roof? Is my roof right for solar?
It is best to get in contact with the SunPeople team, we are able to organise for one of our solar experts to take a look at your roof, and determine the best option for you.
Contact SunPeople if you require further information.
What can I expect from my solar power system?
The first step towards a successful and efficient solar system is an accurate energy assessment. We will need some information about your household including current and previous energy usage. Once this is done, we can give more detailed predictions on energy yields, financial savings and more.
SunPeople can also help you reduce your energy usage, in order to maximise the benefits of solar power. We can review your:
- Hot water system
- Heating and cooling
- General appliances
- Lighting
- Other technology such as batteries
Contact SunPeople to book a consultation.
What size solar power system do I need?
At SunPeople we won’t try to talk you into installing as many panels as you can fit on the roof. We will work with you to design a customised system, depending on how much power you need, and when you need that power.
For a basic guide, please view our Solar Packages here.
Why doesn't my solar work during a power outage?
Click here for more information.
Other
What is your commitment to quality?
SunPeople will not sacrifice on quality. This is proven by our commitment to quality products and advice after point of sale. Our installation teams are trusted professionals, assuring our labour guarantee. We are a face to face business, we work to understand your needs and tailor the best package to suit your household or business.
Contact us for more information.
How much will a solar power system reduce my carbon footprint?
This answer varies site to site, further information can be sourced on websites that offer carbon saving calculators. A local site we have installed with a 5KW solar system estimates a saving of 4.56 Tons of C02 per year, that’s 114 Tons of C02 savings over the lifetime of the system! That’s the equivalent to taking 24 cars off the road for a year!
What are STC's?
STC stands for Small-scale Technology Certificate.
It is a scheme developed by the Federal Government to encourage more people to install renewable energy systems and to make it more affordable for everyone. You might find some people refer to them as a “rebate”.
They are calculated based on the generation capability of the solar system and are applied as a point of sale discount on the cost of the system.
What can I expect from my solar power system?
The first step towards a successful and efficient solar system is an accurate energy assessment. We will need some information about your household including current and previous energy usage. Once this is done, we can give more detailed predictions on energy yields, financial savings and more.
SunPeople can also help you reduce your energy usage, in order to maximise the benefits of solar power. We can review your:
- Hot water system
- Heating and cooling
- General appliances
- Lighting
- Other technology such as batteries
Contact us to book a consultation
What size solar power system do I need?
At SunPeople we won’t try to talk you into installing as many panels as you can fit on the roof. We will work with you to design a customised system, depending on how much power you need, and when you need that power.
For a basic guide, please view our Solar Packages here.
Why doesn't my solar work during a power outage?
Visit this link for more information.
How much weight will the panels put on my roof?
Is my roof right for solar?
It is best to get in contact with the SunPeople team, one of our solar experts can determine the best option for you.
What is shading and how does it affect my panels?
Shading can be caused by trees overhanging the roof or location where the panels will be installed, Aerials, chimneys or stink pipes. Shading will affect the amount of power that a panel/system can produce.
Contact SunPeople for a quote.
How long can you expect your solar panel system to last?
Typically, solar panel systems are designed to remain operational for 25 to 30 years or even longer. With routine maintenance and high-quality components, you can count on your system to consistently generate efficient power for many years to come.”
Do solar panels operate during cloudy or rainy days?
While it’s true that solar panels can still generate electricity on overcast or rainy days, their efficiency may decrease. Thanks to advanced solar technologies, modern panels excel at capturing diffused sunlight, ensuring a consistent energy output regardless of weather fluctuations.
What is your commitment to quality?
SunPeople will not sacrifice on quality. This is proven by our commitment to quality products and advice after point of sale. Our installation teams are trusted professionals, assuring our labour guarantee.
We are a face to face business, we work to understand your needs and tailor the best package to suit your household or business.
Contact SunPeople for a quote.
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