Troubleshooting. enphase ENV-S-WM230, Enphase Envoy-S Metered

Envoy-S Metered Multiphase Installation and Operation

Troubleshooting

The following sections describe possible problems and solutions.

WARNING: Risk of electric shock. Risk of fire. Do not attempt to repair the Envoy-S; it contains no user-serviceable parts. Tampering with or opening the Envoy-S will void the warranty. If the Envoy-S fails, contact Enphase Customer Support for assistance

( enphase.com/global/support-request ). Warranty void if cover removed. Refer servicing to qualified personnel.

Device Detection Issues

Troubleshoot power line communication issues as follows.

Issue: Installer Toolkit Shows “Cross Domain Traffic Reported”

This means that communications from another Envoy(s) have been detected. To prevent this issue:

 When multiple Envoy-S units exist on a common switchboard or transformer, commission only one Envoy-S system at a time during installation.

 When multiple Envoy-S units on a common switchboard, use power line filters and separate the conduits and wires by at least 32 cm (12 inches).

If this alert persists or if the Installer Toolkit Devices screen (or Enlighten) shows more devices than expected, contact Enphase Customer support at enphase.com/global/support-request .

Issue: Device Communications LED is Solid Amber

If the Device Communications LED lights solid amber, it may be a result of low light levels. If there is not enough sunlight to power up the microinverters, they cannot communicate with the Envoy. If there is sufficient daylight for the microinverters to power up, the issue may be that the Envoy is having difficulty communicating over the power lines. To troubleshoot this issue:



Check the Installer Toolkit mobile app to see which devices are not communicating.



Check that the circuit breaker(s) for the PV array are in the “ON” position.

 Verify that the PV modules are connected to the microinverters.



Verify the PV module DC voltage is within the allowable range for the microinverter.

Issue: Installer Toolkit Detects Fewer Devices than Expected

The Microinverters detected count shown in Installer Toolkit is an indication of the number of online microinverters producing power, reporting in to the Envoy, and not having any error conditions. If this number is lower than expected, it may indicate that the Envoy is not done scanning/discovering the entire array. Alternatively, it may indicate that the Envoy is having difficulty communicating over the power lines. It could also be a result of low light levels or that the PV module voltage is too low for the microinverter to power up. To troubleshoot the issue:

 Check Enlighten or use the Installer Toolkit to connect to the Envoy to see if any devices are not reporting in to the Envoy or having any error conditions.

 Check the circuit that the Envoy-S is using. Appliances sharing a circuit with the Envoy may interfere with power line communication.

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

Relocate your Envoy as close to the switchboard as possible. This ensures that the Envoy receives the strongest possible signal from each device.



If this problem occurs when light levels are low, try again during daylight hours.

Issue: No Devices are Reporting

Check for the following conditions.

Has a device scan been run while the array was active? A device scan may have been run while the array was not connected to the grid or when the array was not powered by sunlight.



Run another scan during daylight hours.



Check that the circuit breaker(s) for the PV array are in the “ON” position. For the Envoy to communicate with the devices, the PV circuit breakers must be in the “ON” position at the

 switchboard.

Verify that the PV modules are connected to the microinverters.

Is the Envoy well located? The Envoy must be near the primary switchboard or the array's downstream sub-board.

If installing the Envoy-S Standard:



As an alternative if signal strength is poor, power the Envoy from the solar production circuit

(where local electrical code allows for monitoring equipment on the same circuit). This provides the best possible power line communications. The Envoy must be located indoors

(a garage, attic, basement, or other cool, dry location) or in an IP54-rated enclosure.

Remember that the Envoy must also have an Internet connection.

Is the system energised?

PV modules power microinverters, PV modules provide power only during daylight hours, and microinverters communicate only when powered.



Run another scan during daylight hours.

 Check that the circuit breaker(s) for the PV array are in the “ON” position. For the Envoy to communicate with the microinverters, the PV circuit breakers must be in the “ON” position at the Switchboard.



Verify that the PV modules are connected to the microinverters.

Is there a phase imbalance?



Ask the electrician to measure the conductors and neutral line to verify that the phases are balanced. If the phases are not balanced, electricians must recheck the wiring.

Is the Envoy-S wired into a circuit on the primary switchboard while the PV circuit breakers are on a downstream sub-board?

The primary switchboard is full and doesn’t have additional capacity to add circuit breakers.



Add a sub-board with a small subset of circuit breakers



Hard wire the Envoy-S into that sub-board, so that it can be close to the PV circuit breaker.

Issue: Installer Toolkit Indicates that Scanning is Inhibited

It is best to leave the Envoy in this condition for normal operation. However, if you need to re-enable scanning (for example, if you replace a device) contact Enphase Customer Support

( enphase.com/global/support-request ).

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Power Production Issues

Issue: Power Production LED is solid amber

The Power Production LED is solid green when all microinverters are producing, flashes green when a device upgrade is in progress, flashes amber when devices are not yet detected, or becomes solid amber when any microinverter that is expected to produce is not. Check in Installer Toolkit to see which microinverters are affected.

 If none of the microinverters are producing power, there may be a grid or wiring issue. First, verify that there is proper input voltage and frequency from the grid. Next, check the breaker and wiring, starting at the Switchboard.



If all of the non-productive microinverters are on the same branch, check the breaker and wiring starting at the junction box for the affected branch.

 If only one or scattered microinverters are not producing power, first check to see that the

AC connectors are fully seated in the Engage Cable connectors. Next, check that each module is meeting the required start-up voltage for the microinverter (usually 22 V). A PV module that is failing or that is undersized may not generate enough power for AC conversion.



Refer also to “Device Detection Issues” on page 34 because the microinverters will not report

production if they are not communicating with the Envoy-S.

Internet Connection Issues

To the Local Area Network (LAN), the Envoy is just another host on the network, much like a personal computer. Enphase offers technical support at enphase.com/global/support-request for Envoy issues, but Enphase's Support responsibility does not extend to the premises network or LAN.

The Envoy must obtain a DHCP (Dynamic Host Configuration Protocol) IP address and have a route to the Internet. The Envoy will request this IP address from the broadband router during the power-up sequence. Two small green LEDs on the Ethernet port indicate Internet link and activity. One LED will be solid green, and the other will blink every few seconds.

Issue: Network Communications LED is Amber or Off

When the Envoy first boots up, it is configured to perform a DHCP broadcast, requesting an IP address from a DHCP source. This source can be a server/computer, but almost all consumer-grade broadband routers also provide DHCP services as well. This is the usual source of IP addresses for network hosts

(computers, laptops, and the Envoy). When the Network Communications LED is solid amber, the

Envoy-S has a local network connection only and failed to connect to Enlighten after its scheduled reporting time (five minutes). When the LED is off, there is no network connection.

If you are using the Enphase Mobile Connect modem and the Network Communications LED remains off or lights solid amber, see Troubleshooting in the Enphase Mobile Connect Installation Guide.

For any connection method, you can troubleshoot network issues with the Installer Toolkit mobile app by tapping the Network button, then Diagnostic Tools.

 Allow 10 minutes after initial installation. If the Envoy has recently received a valid IP address, the LED will likely turn green momentarily.



Check network connectivity to the router or other DHCP server. You may also wish to contact your Internet Service Provider or refer to your router documentation for help.

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

Check that you are using a broadband router and not a switch or a hub. Many hubs and switches cannot provide a DHCP lease and may not allow the Envoy to connect to the web.

 Use the Installer Toolkit to “Get New IP Address”, and then allow 30 to 60 seconds for the

Network Communications LED to show solid green.



When using the Ethernet cable, two small LEDs on the Ethernet port indicate Internet link and activity. One LED will be solid green, and the other will blink green or yellow every few seconds. If the LEDs are not both on or blinking, try using a new Ethernet (CAT5) cable in place of the existing cable.



Power down all units in the chain, applying power again in this order: 1) modem, 2) router,

 and 3) Envoy. Allow a few minutes for the IP address to be reassigned.

If you replace the broadband router, configure the Envoy Wi-Fi settings for the new Wireless

Network Name (SSID) and password.

Issue: Wi-Fi Problems

If the Network Communications LED remains off:



If the Envoy is installed in an enclosure, is the enclosure metallic? Metal enclosures impede

 wireless communication.

Stucco and plaster wall construction may contain metal mesh, which can affect wireless range. If you cannot see your router or access point in the list on the Envoy, or cannot maintain a connection, relocate the Envoy to be closer to your router or access point.



The WPS connection window may have timed out. Retry the connection steps.



Make sure that the broadband router is operational by checking that other devices at the site

 can access the network.

If you cannot see your router or access point in the list on the Envoy, or cannot maintain a connection, it may be necessary to add a wireless repeater to extend the network range.

If the Network Communications LED lights solid amber:

 Power down all units in the chain, applying power again in this order: 1) broadband modem,

2) router or Wi-Fi base station, and 3) Envoy.



Make sure that the broadband router is connected to the Internet by checking that other devices at the site can access the Internet. If the other devices are not connected to the

Internet, contact your ISP for assistance.

Issue: Cellular Connection Status “Not Connected”

If the Envoy-S Network Communications LED is solid amber for longer than 12 hours and the Installer

Toolkit displays a Connection Status of Not Connected:



Unplug the modem USB cable.



Power cycle the Envoy-S, and wait until Envoy-S completely restarts.

 Re-connect the cellular modem USB cable.

 Allow two minutes between any removal and re-insertion of the modem cable in the mini-

USB port of the cellular modem.

Issue: Envoy-S is not Connecting with a New Router

If you replace the wireless access point at the installation, you need to update the connection information on the Envoy-S. To do this:



Connect to the Envoy-S local interface as described on page 29.

 Select Wi-Fi.



Select Connect Other Network.



Enter the new Wireless Network Name (ESSID) and Security code.

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Local Networking Considerations

DHCP versus Static IP Addressing

If the site owner prefers not to use DHCP, you can set up the Envoy to use a static IP address. Use the

Installer Toolkit to configure the static IP. Refer to enphase.com/installer-toolkit/ for more information on the Enphase Installer Toolkit.

 Tap the Network Connectivity menu item. This allows you to see if the Envoy is using DHCP or

Static-IP, and it allows you to change this setting if needed.



Tap Check Network Connectivity to view the Envoy connections.

WARNING

: Do not change the Envoy DHCP setting to use a static IP address unless you also reserve the same IP address on the broadband router. See the section on DHCP reservations in the router instructions. Failure to reserve the static IP address on the router may result in duplicate IP addresses and intermittent Internet connection problems with the Envoy-S.

MAC Filtering

Check to see if MAC filtering is in use at the site. This has nothing to do with Apple Macintosh computers, but rather, refers to the MAC (Media Access Control) address that each individual network card possesses. The MAC Address is a 48-bit address, which uniquely identifies that piece of hardware.

MAC filtering is a security mechanism by which routers allow administrators to specify which devices can use the router for access to the Internet. This prevents unauthorised/unknown personnel from using the router to get to the Internet.

 An example of a MAC address would be: 00:17:F2:D6:B1:45



MAC addresses contain six pairs of characters, including any number 0-9 and letters A-F.



The MAC address of the Envoy will begin with: 00:D0:69:

If MAC filtering is in use at the site, identify the specific MAC address of the Envoy and add it to list of authorised devices on the router. The MAC addresses (wired and wireless) are located on a label on the back of the Envoy.

Firewall Settings

The Envoy initiates outbound connections to Internet servers. Such connections may be restricted by firewall rules set up on the site’s broadband router. Broadband routers typically allow all outbound connections but restrict any/all inbound connections. If outbound firewall rules are applied at the site, you must configure a static IP address for the Envoy and add new rules that allow outbound access as follows:

Direction

Source Protocol Port Destination

OUT <Envoy IP address> TCP 80, 443 reports.enphaseenergy.com

OUT <Envoy IP address> UDP 80 ping-udp.enphaseenergy.com

OUT <Envoy IP address> TCP 80, 443 home.enphaseenergy.com

The Envoy connects to these servers using their DNS names. If you add firewall rules for Envoy reporting,

Enphase recommends using the DNS names rather than the underlying IP addresses. This is because the

IP addresses are subject to change without notice.

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Replacing an Envoy-S

If problems remain after following the troubleshooting steps above, contact Enphase at enphase.com/global/support-request .

DANGER! Risk of electric shock. Risk of fire. Do not attempt to repair the Envoy-S; it contains no user-serviceable parts. Tampering with or opening the Envoy-S will void the warranty. If the Envoy-S fails, contact Enphase Customer Support for assistance

( enphase.com/global/support-request ).

 Warranty void if cover removed.



Refer servicing to qualified personnel.

If Enphase Customer Support authorises an Envoy-S replacement (RMA), perform the following steps.

DANGER!

Risk of electrocution! CTs must be installed with no current flowing in the sensed circuit. Always install CT wires in the terminal blocks before energising the sensed circuit. Do not disconnect the CT leads from the terminal block while the sensed circuit is energised.

DANGER!

Risk of electric shock. Be aware that installation of this equipment includes risk of electric shock. If you wire the Envoy-S at the sub-board, always de-energise the sub-board before servicing.

1.

Turn off the circuit breaker supplying Envoy-S.

2.

Disconnect the all active wires and Neutral wires from the old Envoy.

3.

Disconnect the Ethernet and USB cables (if used).

4.

Turn off the circuit breaker supplying the PV system.

5.

Unlatch the split-core of the production CT(s) (if used) before disconnecting, and remove the

CT(s) from the sensed wires.

6.

Unlatch the split-core of the consumption CT(s) (if used) before disconnecting. Once the

CT(s) are unlatched, remove it from the sensed wires.

7.

Remove the Envoy-S by unlatching it from the DIN rail.

8.

When the replacement Envoy-S arrives, install the Envoy-S and provide power as described in

“2. Provide a Power Connection” on page 13.

9.

Install the new production CT and consumption CT (if used) as described in “3. Install CTs for Metering” on page 14.

10.

Verify that the new Envoy-S powers up.

BEST PRACTICE

: When powered up and connected for the first time, the Envoy-S may retrieve an automatic upgrade from Enphase. This upgrade may take up to 15 minutes.

During upgrade the Envoy-S LEDs flash green sequentially.

WARNING!

Risk of Equipment Damage. Do not remove power from the Envoy-S if the

Envoy-S LEDs are flashing green sequentially. This indicates that a software upgrade is in progress.

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11.

Connect the Envoy-S to Enlighten as described in “9. Connect to Enlighten” on page 20.

12.

Verify that the new Envoy-S Network Communications LED lights green within five

minutes. If not, follow the network troubleshooting steps on page 36.

13.

If possible, log in to Enlighten and add the Envoy-S to the Activation for this system by clicking “Add Another Envoy” under the “Envoy” section.

14.

Verify that the new Envoy-S starts discovering devices within 20 minutes of starting up. If necessary, use the Enlighten or Device Scan button to start a new device scan during

daylight hours. (See “Initiate a New Scan for Devices” on page 25.)

NOTE: If the old Envoy-S has communicated to the microinverters on the same day that the new replacement Envoy-S is installed, the new Envoy-S will be unable to discover the microinverters. Contact Enphase at enphase.com/global/support-request for assistance in this situation.

15.

Assess the power line communications by running a Communication Check from Enlighten or the Installer Toolkit. If the communication check shows poor power line communications, relocate the Envoy-S closer to the Switchboard.

16.

Contact Enphase Support at enphase.com/global/support-request to have the new Envoy-S added to your system and to retire the replaced Envoy-S.

17.

Ship the old Envoy-S to Enphase using the supplied RMA shipping label.

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