My system has stopped reporting data. How do I fix this?

Learn how to get your Envoy back online and reporting to MyEnlighten

If you see a message like this at the top of MyEnlighten, it means that the Envoy has stopped communicating.

This message usually displays when the Internet connection between the Envoy and MyEnlighten is not working.

Instructions for identifying and fixing the issue differ based on the type of Envoy that was installed with your system. Follow the instructions for your specific Envoy model. Look for the image that looks like the Envoy you have installed.

Enphase Envoy

If your Envoy looks like this, check the display.

If it shows “-Web”, then there is an Internet connectivity issue. Watch this video for information on how to troubleshoot your offline Envoy or follow the steps below.

Try these tasks in the order listed to restore connectivity between MyEnlighten and the Envoy.

  • If the Envoy uses an Ethernet cable to connect to the broadband router, check that the cable is still connected. To be sure, you may need to remove and reconnect the cable, making sure the plug locks into place (you should hear a click).
  • Was there a power outage? Check the power connections for the Envoy and your Internet router, and verify both have power. Then power off and on again in this order giving time between powering up each device to give each time to reboot fully before powering the next device in the chain: DSL/cable modem, router, Envoy.
  • Use the Envoy menu button to select “get IP address.” You can find the menu commands in the Envoy product manual, or contact your solar professional.
Further Steps When Using Wi-Fi

Does the Envoy have a wireless adapter? If so, check the following:

  • The Envoy with Wi-Fi has two USB ports. Looking at the Envoy from the front, check that the wireless adapter is in the left port. Envoys with only one USB port do not support Wi-Fi.
  • Check that the wireless adapter is fully seated in the Envoy USB port.
  • Is there a metal object placed between the Envoy and the broadband router? Objects with enough metal placed in the path of the wireless signal can cause interference.
  • Has your Wi-Fi password has changed recently? If so, reconfigure the Envoy with the new Wi-Fi password by following these instructions.
Further Steps When Using Ethernet Bridges

Are you using powerline communication bridges? If so, follow these steps:

  • Unplug both bridges from the electrical outlets and then plug them in again.
  • Verify that the Power LED is on and that the PLC Activity (powerline communications) LED is blinking. 
  • Use the Envoy menu button to select “get IP address.” 

After performing these troubleshooting activities, check the display on the Envoy again. If “+Web” displays, the Envoy has reconnected to the Internet and you will see values for today’s energy and power in MyEnlighten within 15 minutes. If “-Web” still displays, contact your solar professional for assistance.

Enphase IQ Envoy or Envoy-S

If your Envoy looks like either of these, check the Network Communications LED (the one at the top next to the icon).

If the Network Communications LED is not solid green, then there is an Internet connectivity issue. (If the LED is completely off, the Envoy is not even connected to your router.) Try these tasks in the order listed to restore connectivity between MyEnlighten and the Envoy-S.

  • Was there a power outage? Check the power connections for the Envoy and your Internet router, and verify both have power. Then power off and on again in this order giving time between powering up each device to give each time to reboot fully before powering the next device in the chain: DSL/cable modem, router, Envoy.  (If your Envoy is hard-wired, you will have to open and close the breaker that feeds the Envoy in order to power it off and on again.)
  • If the Envoy uses an Ethernet cable to connect to the broadband router, check that the cable is still connected. To be sure, you may need to remove and reconnect the cable, making sure the plug locks into place (you should hear a click).
Further Steps When Using Wi-Fi

Is your Envoy connected via Wi-Fi? If so, follow these steps:

  • Check to see if there a metal object placed between the Envoy and the broadband router. Objects with enough metal placed in the path of the wireless signal can cause interference.
  • Has your Wi-Fi password has changed recently? If so, reconfigure the Envoy with the new Wi-Fi password by following these instructions.
Further Steps When Using Ethernet Bridges

Are you using a pair of powerline communication bridges? If so, follow these steps:

  • Unplug both bridges from the electrical outlets and then plug them in again.
  • Verify that the Power LED is on and that the PLC Activity (powerline communications) LED is blinking.

When Using Enphase Mobile Connect 

Is your Envoy using a cellular modem? Is so, follow these steps:

  • Unplug the USB cable.
  • Confirm that the antenna is orientated vertically.
  • Reconnect the USB cable.

After performing these troubleshooting activities, check the Network Communications LED again. If it is solid green, the Envoy has reconnected to the Internet and you will see values for today’s energy and power in MyEnlighten within 15 minutes. If the LED is not solid green, contact your solar professional for assistance.

Related Categories: Troubleshooting