• Is my solar system covered by a warranty?

    Yes, it is. All of our systems are covered by a 10 year workmanship warranty and the individual product warranties. Additionally, manufacturing warranties can cover the components of your solar power system for between 5 & 25 years dependent on the brand and model. As we stock a variety of brands, warranty specifications will differ from product to product.

    For particular warranty information please use the link below to check on the product/s you own:

    Inverters

    Fronius

    Samil

    SMA

    Solarmax – issues with these inverters are dealt directly by Solgen Energy Group. Please use the contact form here.

    Renesola Micro Inverters  – Our local warranty coordinator is available Monday-Friday, 8:30am-5pm. Please call 1300 700 788

    Growatt 

     

    Panels

    SunPower – 1800 SUNPOWER (1800 786 769) (Toll free in Australia)

    Canadian SolarPlease use the form here.

    Renesola

    Trina

  • What does my warranty cover?

    Generally, most product defects will be covered during the warranty period as long as they are deemed a manufacturing fault. It is important to understand that warranty terms and conditions vary by supplier. To determine the official warranty guidelines of your products please use the request form here or take a look at the supplier websites using the links above in the previous FAQ question.

  • Are Solgen Energy Group’s PV panels and inverters tested to Australian quality standards?

    Yes, they are. Solgen Energy Group stock solar PV panels and inverters accredited by the Clean Energy Council – Australia’s leading authority for clean energy. Plus, our knowledgeable support team are specially trained to install solar power both safely and efficiently.

  • Will my solar panels withstand extreme weather conditions?

    Solar panels are designed to withstand harsh weather climates, from blistering heat to freezing cold. Most panels are also put through extreme hail tests, where they endure an onslaught of ice balls travelling at over 80km/h in 11 different impact locations.

    If you are concerned about your panels the best thing to do is take a photograph and send it to us using the form here.

  • Why is my solar power system not working at night?

    Solar power systems require daylight to produce energy and if you have monitoring on your system you will see this clearly happening by looking at the data. As night draws in there is not enough sunlight to sustain operation and energy production will tail off. Once the sun has set and darkness falls solar systems are unable to operate and no energy will be produced. As a result, it is completely normal for your solar power system to stop production when the sun is down and then resume again in the morning when the daylight is sufficient for the PV panels.

    If you would like to know more about solar systems work download our handy guide.

  • Will my solar power system work during a power blackout?

    Without a battery – In the event of a blackout, your solar power system will switch off and remain inactive until power returns. This is a mandatory safety feature of your solar power system. It is designed to protect those who may be working on the blacked-out grid system.

    With a battery – if your battery and solar PV system uses a SolarEdge inverter then you will be able to use the energy stored in the battery on a pre-designated home power circuit for the duration of the available charge.

    You must ensure that all of the switches on your solar power system are set to ‘on’ when the grid returns to normal. If your switches are turned off, you will not generate solar electricity.

  • Why is there an error/fault description displaying on my system?

    Disturbance in the grid, caused by voltage spikes, can make your inverter to shut down in order to protect your property and the inverter itself. This can cause an error notice to display. Use the guide here to troubleshoot the most common inverter issues by restarting your PV system.

    It is recommended that you monitor your system overnight, as generally it will correct itself. If you’re not comfortable doing this, or your system continues to display an error message, please use the form here to report the fault so we can advise you. We will need to enter the brand, model and serial number of the inverter and in most cases a photograph of the fault screen is invaluable. You will be able to upload a picture/s when completing the form.

  • I'm not sure if my solar system is working properly?

    If you’ve noticed a substantial change in your energy savings, there are a number of things that you should check before worrying about an issue with your solar power system.

    Check how many kilowatts (kW) you’ve used in the past, compared with now, using previous and current bills. The power generated by your solar PV panels and inverter won’t grow with your daily/average consumption. Put simply, if you’ve been using more power than normal, you will pay more when your electricity bill arrives.

    While you’ve got your electricity bills out, check the rate at which your energy provider is charging you for imported energy. You may be paying more per quarter, not because your solar system is working poorly, but because of additional costs issued by your supplier or the charge rate per kWh on your energy providers contract.

    Have you added any ‘energy hungry’ appliances such as air conditioners, fridges, tumble dryers, electric cookers? Adding powerful electrical items in your home will make a difference to your usage and your overall bill. When buying new electrical goods always look for energy efficient products by viewing their star rating.

    Also, take a look around your property during the day and observe your solar PV panels. Check that neighboring buildings, trees or other structures aren’t blocking sunlight from reaching the panels. Although your installer would have ensured a clear view of the sun at the time of installation, new factors may have emerged that are obstructing your panels from working properly. Look for ‘shading’ at various times of the day, this will reduce the amount of energy your panels produce.

    If you have a question about your solar energy production use the form here to send us your details.

  • How do I check my solar system’s performance and energy generation?

    There are a number of ways to check performance and the way you use is entirely up to the resources you have available.

    If you have a new ‘bio directional net meter’ – you can use the data provided by this device to check what your are producing from your solar, what you are exporting and what, if any, your are importing from your energy supplier.

    If you have an app on your mobile device or computer – the software will help you display the various states of your system and what has been generated, used and imported.

    Look at the inverter report – your inverter will have a little screen on it to help you manage the functions. Once such function is energy reporting. Please refer to your inverters user manual for full details. Can’t locate your user manual for your inverter? Use our downloads area to get a replacement for FREE.

  • Should I get my solar power system serviced?

    Solar systems are quite robust and have been designed for minimal interaction once they have been installed. Solar PV panels are installed on an angle so that they self clean when water hits them. If an inverter has an issue it will tell you, either on the small screen or by the led lights. Your user manual will tell you more about the fault lights and messages on your inverter. Can’t locate your user manual for your inverter? Use our downloads area to get a replacement for FREE.

  • I sent a message to your service team why has no one has answered me?

    Firstly, we are very sorry that your inquiry has not been answered. We do endeavor to answer all questions within 48 hours of receiving them, however, sometimes this may be extended due to external factors out of our control. This may include waiting for manufacturers to reply to our requests, public holidays (our service team is based in NSW), requests made over a weekend (our service team is available Monday to Friday), or in very rare cases staff availability due to illness or unexpected leave.

    Also, most of the time we will email you back, purely because this has proven to be a most efficient method of response with the majority of people. Please check your email and also the junk / spam folder on your email account.

We’re here to help when you have an issue with your solar.  Please complete the form below with your details and we will get back to you as soon as we can.  The more detail you provide the easier it will be for one of our service team to assist and you can also upload photos to help explain what is happening.

Have you tried restarting your inverter? In most cases this will fix simple issues and get you up and running very quickly. Download our ‘solar system restart guide’ here.

seg-restart-your-solar-system

Support service request

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User Manuals

Enphase


Fronius

Galvo

IG

IG+

Symo


Samil

Samil TL

Samil TL-D


SMA


Solar Max

P Series

S Series


Zeversolar

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