Here are a few simple triaging steps that can be applied whith a customer call mentioning our Droplet and reporting either a:

• decreased output of the solar system / inverter, or
• no production from the solar system at all, or
• general concern with their solar system’s operations

Step 1: Ask customer to provide details of solar system output (kW):

These details can be seen on the display of the inverter unit or Stormcloud application if no connexion issue.

a. If producing an output (i.e. >0 kW), we need to determine whether there is significant energy management occurring or a fault is present.

b. If not producing an output at all (i.e. 0 kW), we need to determine if there is a fault with the Droplet or the inverter.

Depending on the type of Internet connection:

- If using Ethernet wire to the modem/router, go to Step 2a

- If using 4G (Droplet PLUS only), go to Step 2b

- If using WiFi (Droplet ONE only), go to Step 2c

Step 2a: Ask customer to check the connections to the modem/router

a. Request customer to inspect the back of the modem
b. Ensure that all connections are firmly inserted
c. Check the inverter for increased output (kW)
d. If dealing with an Ethernet connection, check LED indicators on Droplet ONE, check if lights are flashing on Ethernet port of Droplet PLUS.

If problem has been resolved, check the inverter and, if increased output returns, close ticket else, continue to next step.

Step 2b: Ask customer to check the 4G network signal (Droplet PLUS only)

a. Request customer to check with phone if 4G network is up and running for example
b. Ensure that the SIM card is well engaged into the Droplet PLUS port (if accessible)
c. Ensure the SIM card data plan has not expired or been blocked
d. Check the inverter for increased output (kW)

If problem has been resolved, check the inverter and, if increased output returns, close ticket else, continue to next step.

Step 2c: Ask customer to check the WiFi signal strength (Droplet ONE only)

a. Request customer to check if WiFi credentials haven't changed (is a new ISP in place?)
b. Request customer to check if no WiFi extender/repeater has been installed/reconfigured 
c. Check the inverter for increased output (kW)

If problem has been resolved, check the inverter and, if increased output returns, close ticket, else, continue to next step.

Step 3: Ask customer to power cycle the modem/router

a. Request customer to turn off internet modem at the wall, via the outlet switch
b. Wait 30s
c. Request customer to turn on internet modem at the wall
d. Wait for modem status to return to normal
e. Check the inverter for increased output (kW)
If a modem reset has been conducted, check the inverter and, if increased output returns, close ticket, else continue to next step.

Step 4: Ask customer to power cycle the Droplet via the external switch

a. Request customer to switch the Droplet to the OFF position
b. Wait 30s
c. Request customer to switch the Droplet to the ON position
d. Check the inverter for increased output (kW)

If increased output returns, close ticket, else, continue to next step.

Step 5: If none of these triage steps have remediated the issue, raise a ticket to your internal tech support team ensuring you have include:

• Droplet serial number
• Customer address
• Details of the fault as described by the customer
• Confirmation the above triage steps have been completed