Why Your Monitoring App May Show the System as "Down"
Seeing "0 Wh" or a grayed-out system in your monitoring app can be alarming, but the monitoring view is not the same as the system's actual production. In many cases, the solar equipment is still producing energy even when the app isn't updating.
Here's what to check first:
Monitoring vs. Actual Production
Is the system truly not producing?
Production loss and monitoring loss are two different things.
Monitoring may stop updating due to communication issues.
The inverter may still be operating and sending power to your home.
How is your system connected?
Your monitoring may rely on:
Cellular communication, which can occasionally drop or lose signal, or
Hardline/Wi-Fi, which depends on your home network.
Communication interruptions are the most common cause of "system down" notifications.
When Production is Actually Impacted
If your inverter truly stopped producing, we will review:
When production stopped
Whether the issue was equipment-related
Whether the system returned to normal operation
This helps us determine next steps and whether service is needed.
About Reimbursement
PlugPV does not provide a production guarantee, meaning we cannot guarantee or reimburse specific production levels. However, here is what we can do:
Verify whether your system was producing during the time in question
Identify any periods of true production interruption
Provide support and service to correct issues as quickly as possible
Review overall system performance to ensure it is tracking appropriately to design expectations
PlugPV designs systems using conservative production estimates to help align long-term expectations with actual performance.
Our Team is Here to Help
If your monitoring shows inaccurate data or you believe production was affected, contact our Support Team. We will:
Review the system
Confirm real production status
Assist with resolving communication issues
Schedule service if necessary
You're never stuck guessing -- we're here to make sure your system is working correctly.