Re: [RE-wrenches] Enohase tech support

[Jason Szumlanski via RE-wrenches]

Like someone else suggested, they have a vested interest in upgrading
people from the M series to IQ microinverters to get out of the warranty
obligation the M series presents. Sadly, Enphase's upgrade program was
really designed to benefit Enphase in my opinion. So fixing the Envoy-R
debacle probably wasn't high priority.

To be fair, my 10+ year old M250 micros at home have been great with only a
5% failure rate. My Envoy-R failed, but I wanted the -S Metered for the
consumption monitoring anyway. So the M250 was a huge leap over the M215
and M190, and the -S offered some advantages over the -R. In that respect,
it shows Enphase has had a rapid and continuous increase in reliability.
That kept me on board all these years.

The same thing happened from the IQ Battery 3/10T to the 5P. They worked
out the major issues with the previous generations.

I'm not saying that Enphase is without faults by any stretch, but they have
been a reliable partner for those of us that have been there from the early
days and who have learned to cut through the nonsense you get from Customer
Service at times. Nobody can deny that they answer the phone quickly by
industry standards (although they had a brief period where that was not the
case). If you push and advocate for your customer and develop relationships
with your Enphase reps, you can move mountains when necessary.

Anyway, enough with the ENPH advertisement. Full disclaimer: I own zero
ENPH stock. I'm just sharing my experience.

Jason Szumlanski
Florida Solar Design Group


On Fri, Mar 15, 2024, 6:26 PM david quattro  wrote:

> Jason, Very helpful. Thank you
> I wonder why, after years of calling tech support, nobody at Enphase told
> me the S is a replacement for the R.  it took a compatriot
> installer/integrator to care enough.
>
>
> On Fri, Mar 15, 2024 at 2:51 PM Jason Szumlanski <
> ja...@floridasolardesigngroup.com> wrote:
>
>> Somehow I missed that you said it's an Envoy-S. Which lights are on?
>> There are four, left to right:
>>
>>
>>1. Cloud connected the Enphase Enlighten (normally green, red if WiFi
>>connected but no Internet)
>>2. Installer WiFi Access Point (normally off)
>>3. All assigned micros producing power (normally green)
>>4. All assigned micros communicating with Envoy (normally green)
>>
>>
>> If the first light is red or off, it just needs to be reconnected to a
>> working Wi-Fi network. The consumer can do that in their app (Menu |
>> Settings | Connectivity). If it's off, it could be a number of things, but
>> usually, the WiFi network is no longer available, or the Envoy has glitched
>> out. Either way, reconnecting it usually works. Sometimes it can be a
>> frustrating series of reboots to get it going. But the app will walk them
>> through the steps.
>>
>> Enphase WILL help the consumer directly with this, but if they have
>> directed the customer to their installer, either the customer
>> is technology-challenged, or the Installer Toolkit is required to forget
>> the original network and then reconnect to the new one (or the same one
>> sometimes).
>>
>> One other thing... Some of those units may have been Cellular connected,
>> and the 5-year data plan may have expired. Enphase can tell you how it was
>> last connected with the serial number or site ID. That would be a good call
>> to make before heading out there. The solution could be as simple as
>> connecting it to their WiFi. Sometimes installers don't want the hassle of
>> WiFi issues, so they just pop in a cellular modem. I have seen a number of
>> national installers do that. It is not good practice. Ethernet is best and
>> WiFi works well usually.
>>
>> Jason Szumlanski
>> Principal Solar Designer | Florida Solar Design Group
>> NABCEP Certified Solar Professional (PVIP)
>> Florida State Certified Solar Contractor CVC56956
>> Florida Certified Electrical Contractor EC13013208
>>
>>
>> On Fri, Mar 15, 2024 at 2:12 PM jay via RE-wrenches <
>> re-wrenches@lists.re-wrenches.org> wrote:
>>
>>> Hi David.
>>>
>>> This one is a standard newer version Envoy S.
>>>
>>> I’ve had this exact same issue of tech “support” numerous times.  I had
>>> to go to my neighbors to confirm that the panels were wired correctly,
>>> after they had been installed for years.  I’m not making this up.
>>>
>>> Seems to really depend on who you get on the phone if they will help you
>>> or not which isn’t good.
>>>
>>> Thats why I”m looking for any help to find the right phone number or
>>> person who will/can help.
>>>
>>> I’m guessing its either the envoy needs to be rebooted or its broken.
>>>
>>> thanks
>>>
>>> jay
>>>
>>>
>>>
>>> On Mar 15, 2024, at 11:49 AM, david quattro 
>>> wrote:
>>>
>>> wow, your experience is worse than anything I've ever heard of from
>>> Enphase tech support. My experience with them is this: they know their old
>>> Envoys are garbage (the M-Series are failing left and right now). The
>>> executives made the decision that they will no longer manufacture 

Re: [RE-wrenches] Enohase tech support

[david quattro via RE-wrenches]

Jason, Very helpful. Thank you
I wonder why, after years of calling tech support, nobody at Enphase told
me the S is a replacement for the R.  it took a compatriot
installer/integrator to care enough.


On Fri, Mar 15, 2024 at 2:51 PM Jason Szumlanski <
ja...@floridasolardesigngroup.com> wrote:

> Somehow I missed that you said it's an Envoy-S. Which lights are on? There
> are four, left to right:
>
>
>1. Cloud connected the Enphase Enlighten (normally green, red if WiFi
>connected but no Internet)
>2. Installer WiFi Access Point (normally off)
>3. All assigned micros producing power (normally green)
>4. All assigned micros communicating with Envoy (normally green)
>
>
> If the first light is red or off, it just needs to be reconnected to a
> working Wi-Fi network. The consumer can do that in their app (Menu |
> Settings | Connectivity). If it's off, it could be a number of things, but
> usually, the WiFi network is no longer available, or the Envoy has glitched
> out. Either way, reconnecting it usually works. Sometimes it can be a
> frustrating series of reboots to get it going. But the app will walk them
> through the steps.
>
> Enphase WILL help the consumer directly with this, but if they have
> directed the customer to their installer, either the customer
> is technology-challenged, or the Installer Toolkit is required to forget
> the original network and then reconnect to the new one (or the same one
> sometimes).
>
> One other thing... Some of those units may have been Cellular connected,
> and the 5-year data plan may have expired. Enphase can tell you how it was
> last connected with the serial number or site ID. That would be a good call
> to make before heading out there. The solution could be as simple as
> connecting it to their WiFi. Sometimes installers don't want the hassle of
> WiFi issues, so they just pop in a cellular modem. I have seen a number of
> national installers do that. It is not good practice. Ethernet is best and
> WiFi works well usually.
>
> Jason Szumlanski
> Principal Solar Designer | Florida Solar Design Group
> NABCEP Certified Solar Professional (PVIP)
> Florida State Certified Solar Contractor CVC56956
> Florida Certified Electrical Contractor EC13013208
>
>
> On Fri, Mar 15, 2024 at 2:12 PM jay via RE-wrenches <
> re-wrenches@lists.re-wrenches.org> wrote:
>
>> Hi David.
>>
>> This one is a standard newer version Envoy S.
>>
>> I’ve had this exact same issue of tech “support” numerous times.  I had
>> to go to my neighbors to confirm that the panels were wired correctly,
>> after they had been installed for years.  I’m not making this up.
>>
>> Seems to really depend on who you get on the phone if they will help you
>> or not which isn’t good.
>>
>> Thats why I”m looking for any help to find the right phone number or
>> person who will/can help.
>>
>> I’m guessing its either the envoy needs to be rebooted or its broken.
>>
>> thanks
>>
>> jay
>>
>>
>>
>> On Mar 15, 2024, at 11:49 AM, david quattro 
>> wrote:
>>
>> wow, your experience is worse than anything I've ever heard of from
>> Enphase tech support. My experience with them is this: they know their old
>> Envoys are garbage (the M-Series are failing left and right now). The
>> executives made the decision that they will no longer manufacture new
>> M-Envoys. I don't know their posture regarding S-Series, I haven't seen
>> those fail yet. So instead of selling you a good brand new M-Envoy, they
>> try to connive you into replacing 100% of your microinverters with
>> IQ-Enphase - you know, because they are such a great, responsible company.
>>   Actual options moving forward are to find a used M-Series Envoy that
>> you have tested in-house before you go on your 5 hour drive. I have one I
>> can sell you. Or you deliver the bad news to the customer and tell them the
>> truth - they are flying blind without a functioning Envoy.  Ground mounts
>> aren't that bad since you could teach the customer to walk up and verify PV
>> current on each module with a decent meter.  For me essentially all of my
>> Enphase fleet went onto residential rooftops where regular access is not an
>> option. What kills me about Enphase is that every step of the way over the
>> last 15 years - EVERY single time they changed their inverter architecture,
>> they promised that all the new stuff would be backward compatible with old
>> gear. And every single time, they were full of it.
>>
>> On Fri, Mar 15, 2024 at 9:49 AM Jay via RE-wrenches <
>> re-wrenches@lists.re-wrenches.org> wrote:
>>
>>> Hi all
>>>
>>> Is there anyway to get tech support with remote coms?
>>>
>>> I got a call just the other day from someone with an envoy. It’s stopped
>>> communicating to enohase. Enphase says they need the installer who’s now
>>> gone.
>>> They just won’t help the customer.
>>> It’s about a 5 hr round trip for me. Which is nuts as I’ll have to
>>> communicate with enohase anyway.
>>>
>>> And I’ve heard rhis exact issue multiple 

Re: [RE-wrenches] Enohase tech support

[Jason Szumlanski via RE-wrenches]

Somehow I missed that you said it's an Envoy-S. Which lights are on? There
are four, left to right:


   1. Cloud connected the Enphase Enlighten (normally green, red if WiFi
   connected but no Internet)
   2. Installer WiFi Access Point (normally off)
   3. All assigned micros producing power (normally green)
   4. All assigned micros communicating with Envoy (normally green)


If the first light is red or off, it just needs to be reconnected to a
working Wi-Fi network. The consumer can do that in their app (Menu |
Settings | Connectivity). If it's off, it could be a number of things, but
usually, the WiFi network is no longer available, or the Envoy has glitched
out. Either way, reconnecting it usually works. Sometimes it can be a
frustrating series of reboots to get it going. But the app will walk them
through the steps.

Enphase WILL help the consumer directly with this, but if they have
directed the customer to their installer, either the customer
is technology-challenged, or the Installer Toolkit is required to forget
the original network and then reconnect to the new one (or the same one
sometimes).

One other thing... Some of those units may have been Cellular connected,
and the 5-year data plan may have expired. Enphase can tell you how it was
last connected with the serial number or site ID. That would be a good call
to make before heading out there. The solution could be as simple as
connecting it to their WiFi. Sometimes installers don't want the hassle of
WiFi issues, so they just pop in a cellular modem. I have seen a number of
national installers do that. It is not good practice. Ethernet is best and
WiFi works well usually.

Jason Szumlanski
Principal Solar Designer | Florida Solar Design Group
NABCEP Certified Solar Professional (PVIP)
Florida State Certified Solar Contractor CVC56956
Florida Certified Electrical Contractor EC13013208


On Fri, Mar 15, 2024 at 2:12 PM jay via RE-wrenches <
re-wrenches@lists.re-wrenches.org> wrote:

> Hi David.
>
> This one is a standard newer version Envoy S.
>
> I’ve had this exact same issue of tech “support” numerous times.  I had to
> go to my neighbors to confirm that the panels were wired correctly, after
> they had been installed for years.  I’m not making this up.
>
> Seems to really depend on who you get on the phone if they will help you
> or not which isn’t good.
>
> Thats why I”m looking for any help to find the right phone number or
> person who will/can help.
>
> I’m guessing its either the envoy needs to be rebooted or its broken.
>
> thanks
>
> jay
>
>
>
> On Mar 15, 2024, at 11:49 AM, david quattro 
> wrote:
>
> wow, your experience is worse than anything I've ever heard of from
> Enphase tech support. My experience with them is this: they know their old
> Envoys are garbage (the M-Series are failing left and right now). The
> executives made the decision that they will no longer manufacture new
> M-Envoys. I don't know their posture regarding S-Series, I haven't seen
> those fail yet. So instead of selling you a good brand new M-Envoy, they
> try to connive you into replacing 100% of your microinverters with
> IQ-Enphase - you know, because they are such a great, responsible company.
>   Actual options moving forward are to find a used M-Series Envoy that you
> have tested in-house before you go on your 5 hour drive. I have one I can
> sell you. Or you deliver the bad news to the customer and tell them the
> truth - they are flying blind without a functioning Envoy.  Ground mounts
> aren't that bad since you could teach the customer to walk up and verify PV
> current on each module with a decent meter.  For me essentially all of my
> Enphase fleet went onto residential rooftops where regular access is not an
> option. What kills me about Enphase is that every step of the way over the
> last 15 years - EVERY single time they changed their inverter architecture,
> they promised that all the new stuff would be backward compatible with old
> gear. And every single time, they were full of it.
>
> On Fri, Mar 15, 2024 at 9:49 AM Jay via RE-wrenches <
> re-wrenches@lists.re-wrenches.org> wrote:
>
>> Hi all
>>
>> Is there anyway to get tech support with remote coms?
>>
>> I got a call just the other day from someone with an envoy. It’s stopped
>> communicating to enohase. Enphase says they need the installer who’s now
>> gone.
>> They just won’t help the customer.
>> It’s about a 5 hr round trip for me. Which is nuts as I’ll have to
>> communicate with enohase anyway.
>>
>> And I’ve heard rhis exact issue multiple times from numerous people.
>> Envoy has lights but has stopped communicating. I’ve heard enohase tech say
>> “the panels are wired wrong. “. You mean they magically changed after 10
>> years?
>>
>> Does anyone have a person/number etc of who will help them?
>>
>> Thanks
>> Jay
>>
>> ___
>> List sponsored by Redwood Alliance
>>
>> Pay optional member dues here: http://re-wrenches.org
>>
>> 

Re: [RE-wrenches] Enohase tech support

[Jason Szumlanski via RE-wrenches]

Jay, I wlll contact you off list and give you my number. The rest below is for
your and everyone else's benefit.


My experience with Enphase has been wonderful, but I've been installing Enphase
since 2009 and I know all of the ins and outs and lingo. Customer service
doesn't have a chance against me usually. They do have many many great front
line CS reps and a great escalations team. You have to know the right things to
say to get the answers you need. You also need to know when to challenge them
when they give you nonsense, usually about potential wiring issues and most
famously for "noise" on the powerline that magically appears. The number one
service call we get is the Gateway is disconnected, and it's usually a Wi-Fi
issue.


With that said, it's unclear which "Envoy" now called a "Gateway" your client
has. The original one is the Envoy-R. It has a screen and it connected via
Ethernet or via a USB Wi-Fi dongle that is not longer available. These -R units
failed in droves and only has 1 or 2 year warranties. They will get stuck on
"Booting," or say device failure or have gibberish characters on the screen.
These all indicate failure and will require replacement.


The solution is to replace it with a Envoy S
[https://mailtrack.io/l/9b4cb649cee9a6ce07d093e98183390a51f253a2?url=https%3A%2F%2Fenphase.com%2Fstore%2Fcommunication%2Fenvoy-s-standard=1613865=c41bf726d6602b80],
which is a 120V plug-in version of the hardwired version, the Envoy S Metered
[https://mailtrack.io/l/f363348ddf4bcbe95c2187c1ebaada3d07debe60?url=https%3A%2F%2Fenphase.com%2Fstore%2Fcommunication%2Fenvoy-s-metered=1613865=f5c9f6526c9b1a5a],
which includes a production CT and the capability of doing consumption
monitoring. These are both available from the Enphase Store (links provided).
The Envoy S is far more reliable and has a 5 year warranty. It has integrated
WiFi and Ethernet. It can also use a cell modem (at a significant extra cost).


You can easily determine the type of Envoy the customer has now in the Enlighten
Manager or Enlighten consumer app. You can also call Enphase if you have the
serial number.


If the client has a Envoy S, Envoy S Metered, or IQ Gateway (previously called
the IQ Envoy), the issue may be as simple as reconnecting the device to the
client's WiFi. They can do that in their own app or you can do it with the
Installer Toolkit app.


DO NOT buy an Envoy-R on eBay or elsewhere. Many of them didn't receive security
updates because they were in a box and not web-connected, so they will not work
with the Enlighten web portal anymore. 


One more thing... Many times we find that Envoys/Gateways are connected via a
WiFi extender. These cheap consumer devices tend to fail. Sometimes
unplug/replug works.



Jason Szumlanski
Principal Solar Designer | Florida Solar Design Group
NABCEP Certified Solar Professional (PVIP)
Florida State Certified Solar Contractor CVC56956
Florida Certified Electrical Contractor EC13013208


On Fri, Mar 15, 2024 at 2:12 PM jay via RE-wrenches
 wrote:

> Hi David.
> 
> 
> This one is a standard newer version Envoy S.  
> 
> 
> I’ve had this exact same issue of tech “support” numerous times.  I had to go
> to my neighbors to confirm that the panels were wired correctly, after they
> had been installed for years.  I’m not making this up.
> 
> 
> Seems to really depend on who you get on the phone if they will help you or
> not which isn’t good. 
> 
> 
> Thats why I”m looking for any help to find the right phone number or person
> who will/can help.
> 
> 
> I’m guessing its either the envoy needs to be rebooted or its broken. 
> 
> 
> thanks
> 
> 
> jay
> 
> 
> 
> 
> 
> 
> > On Mar 15, 2024, at 11:49 AM, david quattro  > [da...@quattrosolar.com]> wrote:
> > 
> > wow, your experience is worse than anything I've ever heard of from Enphase
> > tech support. My experience with them is this: they know their old Envoys
> > are garbage (the M-Series are failing left and right now). The executives
> > made the decision that they will no longer manufacture new M-Envoys. I don't
> > know their posture regarding S-Series, I haven't seen those fail yet. So
> > instead of selling you a good brand new M-Envoy, they try to connive you
> > into replacing 100% of your microinverters with IQ-Enphase - you know,
> > because they are such a great, responsible company.
> >   Actual options moving forward are to find a used M-Series Envoy that you
> > have tested in-house before you go on your 5 hour drive. I have one I can
> > sell you. Or you deliver the bad news to the customer and tell them the
> > truth - they are flying blind without a functioning Envoy.  Ground mounts
> > aren't that bad since you could teach the customer to walk up and verify PV
> > current on each module with a decent meter.  For me essentially all of my
> > Enphase fleet went onto residential rooftops where regular access is not an
> > option. What kills me about Enphase is that every step of the way over the
> > last 15 years - 

Re: [RE-wrenches] Enohase tech support

[jay via RE-wrenches]

Hi David.

This one is a standard newer version Envoy S.  

I’ve had this exact same issue of tech “support” numerous times.  I had to go 
to my neighbors to confirm that the panels were wired correctly, after they had 
been installed for years.  I’m not making this up.

Seems to really depend on who you get on the phone if they will help you or not 
which isn’t good. 

Thats why I”m looking for any help to find the right phone number or person who 
will/can help.

I’m guessing its either the envoy needs to be rebooted or its broken. 

thanks

jay



> On Mar 15, 2024, at 11:49 AM, david quattro  wrote:
> 
> wow, your experience is worse than anything I've ever heard of from Enphase 
> tech support. My experience with them is this: they know their old Envoys are 
> garbage (the M-Series are failing left and right now). The executives made 
> the decision that they will no longer manufacture new M-Envoys. I don't know 
> their posture regarding S-Series, I haven't seen those fail yet. So instead 
> of selling you a good brand new M-Envoy, they try to connive you into 
> replacing 100% of your microinverters with IQ-Enphase - you know, because 
> they are such a great, responsible company.
>   Actual options moving forward are to find a used M-Series Envoy that you 
> have tested in-house before you go on your 5 hour drive. I have one I can 
> sell you. Or you deliver the bad news to the customer and tell them the truth 
> - they are flying blind without a functioning Envoy.  Ground mounts aren't 
> that bad since you could teach the customer to walk up and verify PV current 
> on each module with a decent meter.  For me essentially all of my Enphase 
> fleet went onto residential rooftops where regular access is not an option. 
> What kills me about Enphase is that every step of the way over the last 15 
> years - EVERY single time they changed their inverter architecture, they 
> promised that all the new stuff would be backward compatible with old gear. 
> And every single time, they were full of it.
> 
> On Fri, Mar 15, 2024 at 9:49 AM Jay via RE-wrenches 
>  > wrote:
> Hi all
> 
> Is there anyway to get tech support with remote coms?
> 
> I got a call just the other day from someone with an envoy. It’s stopped 
> communicating to enohase. Enphase says they need the installer who’s now 
> gone. 
> They just won’t help the customer. 
> It’s about a 5 hr round trip for me. Which is nuts as I’ll have to 
> communicate with enohase anyway. 
> 
> And I’ve heard rhis exact issue multiple times from numerous people. Envoy 
> has lights but has stopped communicating. I’ve heard enohase tech say “the 
> panels are wired wrong. “. You mean they magically changed after 10 years?
> 
> Does anyone have a person/number etc of who will help them?
> 
> Thanks
> Jay
> 
> ___
> List sponsored by Redwood Alliance
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> Pay optional member dues here: http://re-wrenches.org 
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Re: [RE-wrenches] Enohase tech support

[david quattro via RE-wrenches]

wow, your experience is worse than anything I've ever heard of from Enphase
tech support. My experience with them is this: they know their old Envoys
are garbage (the M-Series are failing left and right now). The executives
made the decision that they will no longer manufacture new M-Envoys. I
don't know their posture regarding S-Series, I haven't seen those fail yet.
So instead of selling you a good brand new M-Envoy, they try to connive you
into replacing 100% of your microinverters with IQ-Enphase - you know,
because they are such a great, responsible company.
  Actual options moving forward are to find a used M-Series Envoy that you
have tested in-house before you go on your 5 hour drive. I have one I can
sell you. Or you deliver the bad news to the customer and tell them the
truth - they are flying blind without a functioning Envoy.  Ground mounts
aren't that bad since you could teach the customer to walk up and verify PV
current on each module with a decent meter.  For me essentially all of my
Enphase fleet went onto residential rooftops where regular access is not an
option. What kills me about Enphase is that every step of the way over the
last 15 years - EVERY single time they changed their inverter architecture,
they promised that all the new stuff would be backward compatible with old
gear. And every single time, they were full of it.

On Fri, Mar 15, 2024 at 9:49 AM Jay via RE-wrenches <
re-wrenches@lists.re-wrenches.org> wrote:

> Hi all
>
> Is there anyway to get tech support with remote coms?
>
> I got a call just the other day from someone with an envoy. It’s stopped
> communicating to enohase. Enphase says they need the installer who’s now
> gone.
> They just won’t help the customer.
> It’s about a 5 hr round trip for me. Which is nuts as I’ll have to
> communicate with enohase anyway.
>
> And I’ve heard rhis exact issue multiple times from numerous people. Envoy
> has lights but has stopped communicating. I’ve heard enohase tech say “the
> panels are wired wrong. “. You mean they magically changed after 10 years?
>
> Does anyone have a person/number etc of who will help them?
>
> Thanks
> Jay
>
> ___
> List sponsored by Redwood Alliance
>
> Pay optional member dues here: http://re-wrenches.org
>
> List Address: RE-wrenches@lists.re-wrenches.org
>
> Change listserver email address & settings:
> http://lists.re-wrenches.org/options.cgi/re-wrenches-re-wrenches.org
>
> There are two list archives for searching. When one doesn't work, try the
> other:
> https://www.mail-archive.com/re-wrenches@lists.re-wrenches.org/
> http://lists.re-wrenches.org/pipermail/re-wrenches-re-wrenches.org
>
> List rules & etiquette:
> http://www.re-wrenches.org/etiquette.htm
>
> Check out or update participant bios:
> http://www.members.re-wrenches.org
>
>
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[RE-wrenches] Enohase tech support

[Jay via RE-wrenches]

Hi all

Is there anyway to get tech support with remote coms?

I got a call just the other day from someone with an envoy. It’s stopped 
communicating to enohase. Enphase says they need the installer who’s now gone. 
They just won’t help the customer. 
It’s about a 5 hr round trip for me. Which is nuts as I’ll have to communicate 
with enohase anyway. 

And I’ve heard rhis exact issue multiple times from numerous people. Envoy has 
lights but has stopped communicating. I’ve heard enohase tech say “the panels 
are wired wrong. “. You mean they magically changed after 10 years?

Does anyone have a person/number etc of who will help them?

Thanks
Jay

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