SunPower Monitoring System
Lost Connection Troubleshooting Guide
Log into the SunPower Monitoring website (https://monitor.us.sunpower.com) at any time during troubleshooting to check if your
connection has been restored. If the date is current, and there is no lost connection alert, your SunPower Monitoring System (SMS) is
connected. You can download a SunPower Monitoring System Guide here: us.sunpower.com/homes/products-services/monitoring/
1 SMS Registration
Have you registered your
SunPower Monitoring System here?
https://monitor.us.sunpower.com
NO
YES
Open a web browser on your
computer and go to:
https://monitor.us.sunpower.com
Can you access the website?
YES
NO
Can you get online, with a
computer, tablet, or phone,
using your home network?
6.Log into your personal email
account.
7.Open the registration email
you receive from SunPower
and click the confirmation link.
8.Type your email address and
password.
9.Click sign in.
NEXT
Is there a Lost Connection to
SunPower Monitoring System alert?
YES
GO TO 3
Your SunPower Monitoring
System is connected.
SMS is connected!
4 NETGEAR Router
Was an Ethernet Adapter* installed
with your SunPower Monitoring
System (located near your router)?
Do you have a NETGEAR brand
router? If so, does the model start
with “N” (such as N150, N300)?
NO
YES
YES
Disconnect your modem or router
power cables and reconnect
after 10 seconds.
NEXT
Unplug the Ethernet Adapter and
plug it directly into a wall outlet
(not a power strip or surge protector).
Make sure that an Ethernet cable
is connected from your router to the
Ethernet Adapter.
Is there a Lost Connection to
SunPower Monitoring System alert?
YES
Wait 15 minutes and log into:
Is there a Lost Connection
alert?
GO TO 3
Your SunPower Monitoring
System is connected.
NEXT
Is the top light on the Ethernet
Adapter solid green and are
the middle and bottom lights
blinking?
Contact your Internet
service provider or device
manufacturer
SMS is connected!
Solid green
Blinking green
Blinking green
SMS is connected!
There may be an issue with your
Internet service provider (such as
AT&T or Verizon) or with your modem
or router (such as Apple or Linksys).
NO
Your SunPower Monitoring
System is connected.
https://monitor.us.sunpower.com
YES
Wait 15 minutes and log into:
https://monitor.us.sunpower.com
NEXT
YES
NO
http://kb.netgear.com/app/
answers/detail/a_id/23442
NEXT
NO
NEXT
Now can you get online with a
computer or mobile device?
YES
Follow the NETGEAR
procedure to update firmware:
*Ethernet Adapter models may vary.
NO
NEXT
3 Ethernet Adapter
(If you are using a phone or
a tablet, verify the connection
over your home—not cellular—
network. A Wi-Fi symbol should
be present on the device.)
NO
1.Click create an account.
2.Locate the inverter serial number,
type it into the device serial
number field and click continue.
3.Type your email address, a
password, and your name and
phone number.
4.Read the Terms of Use, Privacy
Statement, and EULA and select
the checkbox after reading.
5.Click register.
NO
2 Home Internet Connection
NO
YES
GO TO 4
Leased system customers, please call: 1-800-SUNPOWER.
Non-leased system owners, please contact your Dealer.
Contact technical support
© 2014 SunPower Corporation. All Rights Reserved. SUNPOWER, the SUNPOWER logo, and MORE ENERGY. FOR LIFE. are trademarks or registered trademarks of SunPower Corporation.
SunPower Corporation 1-800-SUNPOWER www.sunpower.com Document #508784 RevC