Start with what you can see in the app or from a safe ground-level position. This guide helps you record the symptom, recognise when to stop and get the right help. It does not diagnose your installation or replace its operating instructions.
Read the safety advice before choosing a symptom. Use the index to jump to a section; all guidance stays open below.
⚠️ Safety first. For smoke, a burning smell, sparking, unusual heat or visible damage, stop troubleshooting. Move away, keep others clear and do not touch the equipment or operate its switches. For smoke, fire or immediate danger, evacuate the building, keep others away and call 000. Tell the operator that solar and battery equipment is installed. Do not re-enter or touch the equipment or its switches. Follow emergency responders’ directions. Contact a licensed electrical contractor or PSW Life Support when it is safe to do so.
Safety references: WA solar PV safety and DFES battery emergency advice. Solar cables can remain live in daylight after shutdown. Do not approach damaged equipment to turn it off.
Using this guide
Each symptom separates the observation, possible explanations, checks you can make safely and the point to contact PSW Life Support.
- What you’re seeing: the symptom to record
- Possible causes: explanations to check, not a diagnosis
- What to check yourself: app and observation checks; no electrical work
- When to call PSW Life Support: the next step when advice or inspection is needed
Use the self-checks below only when there are no signs of danger. Check monitoring and record visible indicators from a safe ground-level position. Leave tripped breakers off and ask PSW Life Support or a licensed electrical contractor for advice. Routine shutdown or startup must follow the instructions for your installed system, only when it is safe; ask PSW if those instructions are missing or unclear. This guide does not provide a general switching or restart sequence.
Solar issues
My monitoring app shows no generation data
What you’re seeing:
Your monitoring app shows no data, an old reading or an offline message. Missing app data alone does not tell you whether the equipment is generating.
Possible causes:
The internet connection, monitoring device, account access or manufacturer service may be unavailable. An equipment fault can also interrupt reporting; check any visible warning before treating this as Wi-Fi alone.
What to check yourself:
- Check the app’s last-updated time, selected system and account. Confirm another device can use your home internet.
- From a safe ground-level position, record any accessible display reading or indicator. Follow fault-code advice if a warning is present. Do not approach damaged equipment.
- If your home internet is down, follow your router provider’s instructions. If internet works but the monitor is offline, use the Wi-Fi reconnect assistant for your exact brand and monitoring device.
- Allow the reporting interval stated by the manufacturer. Avoid factory resets, installer-only menus and repeated reconnect attempts. Keep account passwords out of support screenshots.
When to call PSW Life Support:
- The correct reconnect guide has not restored reporting, or you cannot identify the installed monitoring device.
- The inverter also appears offline or shows a fault. Use low generation or blank-screen guidance as appropriate.
- Access stopped after a router, account or firmware change. Send the last-update time and the change you noticed.
My solar system is generating less than it used to
What you’re seeing:
Recorded solar generation has fallen compared with your system’s previous performance. First check that you are comparing complete reporting periods.
Possible causes:
Weather, daylight, shading, soiling, export controls or an equipment fault can affect output. A single percentage or daily kWh figure cannot establish normal performance for every roof.
What to check yourself:
- Compare daily energy in kWh over similar seasons and weather, using your handover estimate and previous records. An instantaneous kW reading is not a daily energy total.
- Look for changed shade or visible damage from the ground. Do not climb, touch panels or cables, or clean electrical equipment as a troubleshooting step.
- Record any status or export-limit message in the app. A limit or curtailment notice needs to be checked against your connection approval; a quiet app is not proof that no limit is active.
- If the app exposes separate solar inputs, compare each input with its own previous behaviour. Different panel counts, roof directions or shade can explain unequal readings; unequal inputs alone do not diagnose a faulty string.
When to call PSW Life Support:
- The reduction is sustained under comparable conditions or falls outside the behaviour documented for your system.
- One input has changed markedly from its own history, a warning is present, or you suspect panel damage.
- The monitoring is too incomplete to make a useful comparison.
Stay on the ground when looking for shade, dirt or visible panel damage. Leave panel cleaning and rooftop inspection to a qualified professional. Do not touch panels, cables or isolators, or spray water onto electrical equipment.
My inverter screen is blank or dark
What you’re seeing:
The inverter display is blank or its usual status lights are off when you expect the system to be operating.
Possible causes:
Some equipment enters standby or turns its display off. Interrupted supply or an equipment fault is also possible. A blank display alone does not identify the cause.
What to check yourself:
- Check the display and standby behaviour in the operating instructions for your model. Note the time, available daylight and whether the app has a current reading.
- From a safe position, note visible switch labels and indicator states. A switch may have been turned off for a safety reason. Do not turn it on as a troubleshooting step.
- Stay off the roof and do not access roof-mounted isolators or wiring. Do not use a general AC/DC switching sequence. If the installed operating instructions are missing or unclear, ask PSW Life Support.
- If a breaker is tripped, leave it off and contact PSW Life Support or a licensed electrical contractor. Do not reset it to test the system, remove covers or touch wiring.
When to call PSW Life Support:
- The display remains blank outside its documented standby behaviour, or you cannot identify that behaviour.
- A breaker has tripped, a fault returns, or the app also reports the system offline.
- Scorching, melted plastic, unusual heat or damage is visible. Keep clear and follow the safety-first advice.
Do not open the inverter casing. A blank display is not a diagnosis. Opening electrical equipment can expose live AC and DC circuits. Leave inspection and repairs to a licensed electrical contractor.
My inverter is showing a red light or error code
What you’re seeing:
The inverter or app shows an unfamiliar warning, red indicator or fault code. The system may have stopped or may still report generation.
Possible causes:
Warnings can concern supply conditions, communications, temperature or an equipment fault. Colours, abbreviations and code numbers vary by model; use the exact manufacturer description.
What to check yourself:
- Record the complete code and wording, equipment model, time and whether it recurs. Take a photo only from a safe position.
- Use the table as an escalation guide, not a cross-brand code decoder. Read the exact code in the operating instructions for your installed model.
| Message family | What to record | Safe next step |
|---|---|---|
| Grid voltage | The exact over-voltage or under-voltage message, time and recurrence. | Record the warning and any outage notice. Ask PSW about persistent or recurring events; do not change voltage or protection settings. |
| Grid frequency | The complete message and whether supply was interrupted. | Follow the response specified for the exact model and code. Do not reset to clear the warning. |
| Insulation, isolation or earth leakage | The code and any recent rain or electrical work, without inspecting wiring. | Stop troubleshooting and seek licensed electrical advice. Do not restart or wait for dry weather as a substitute for advice. |
| DC over-voltage | The complete DC-voltage warning and equipment model. | Stop troubleshooting. Do not reset or restart; contact PSW or a licensed electrical contractor. |
| Temperature | The exact warning and operating conditions, from a safe position. | Stop troubleshooting and ask PSW for the model-specific response. Do not touch the enclosure or improvise cooling or covers. |
| Arc fault | The full message, without approaching or inspecting connections. | Do not reset or restart. Contact PSW or a licensed electrical contractor; use the safety-first advice for danger signs. |
| Grid loss | Whether an outage is reported and which circuits have power. | Check the installed backup design and outage notices. Leave tripped breakers off; do not infer electrical isolation from a dark display. |
- For a grid voltage or frequency warning, record the time and any known network outage. Contact PSW if the warning persists or recurs; do not reset the inverter to clear it.
- For an isolation or insulation fault, stop troubleshooting and contact PSW Life Support or a licensed electrical contractor. Do not restart, inspect wiring or wait for dry weather as a substitute for advice.
- For an arc, DC over-voltage, over-temperature, hardware or internal fault, stop troubleshooting and contact PSW Life Support or a licensed electrical contractor. Do not reset or restart. Follow the safety-first advice if there are signs of danger.
When to call PSW Life Support:
- You cannot identify the code or confirm the appropriate response from the installed instructions.
- The warning persists, returns, or is one of the stop-and-contact categories above.
- There is smoke, a burning smell, sparking, unusual heat or visible damage. Move away and follow the emergency advice first.
A warning disappearing does not prove that a recurring fault is harmless. Keep the history for the electrical reviewer rather than repeatedly trying to clear it.
My inverter is buzzing, clicking, or humming loudly
What you’re seeing:
A new or changed noise is coming from the inverter: buzzing, clicking, rattling or a fan sound.
Possible causes:
Fans and relays can make normal operating sounds, but a description alone cannot distinguish normal operation from a mounting or internal fault.
What to check yourself:
- Note when the noise starts, whether it has changed, and any warning shown in the app. A recording taken from a safe distance can help.
- Compare the sound with the normal behaviour described in your manufacturer instructions. Note ambient heat or direct sun without touching the enclosure or testing its temperature by hand.
- Do not push, shake or adjust the inverter or its mounting. Do not remove covers, clear internal fans, add a cover or obstruct ventilation.
When to call PSW Life Support:
- A loud or unfamiliar sound persists, changes markedly or coincides with reduced generation or a warning.
- There is a new or unusual smell. Stop troubleshooting and follow the safety-first advice above.
- You cannot confirm that the sound is normal for your installed model.
My system stops generating in the middle of the day
What you’re seeing:
Generation falls sharply or stops during the day, sometimes recovering later. The pattern may repeat.
Possible causes:
Grid conditions, temperature, an export control or an installation fault may be involved. The time of day alone does not identify the cause or establish that the network is responsible.
What to check yourself:
- Record the time, weather, output and exact warning for each event. Save the app’s history rather than relying on a single power reading.
- Check for a reported Western Power outage or a notification from your retailer or system operator.
- Note whether output returns and whether the same warning recurs. Do not alter voltage settings, export limits or installer controls to prevent the interruption.
When to call PSW Life Support:
- The interruption persists, repeats or is affecting normal operation; you do not need to wait a week before reporting it.
- An arc, insulation, temperature or internal-fault warning is present. Use the fault-code guidance.
- You need help separating an installation issue from a network or export-control event.
PSW can review the system evidence and advise which network or installer checks are needed. Response times and responsibility depend on the findings; this guide cannot promise a network repair timeframe.
My exports have dropped or stopped appearing on my bill
What you’re seeing:
Export energy or buyback credits on your electricity bill have fallen or disappeared. A bill credit and an app’s live export reading measure different things.
Possible causes:
Household use, battery charging, weather, an export limit, the billing period or the buyback arrangement may explain the change. A metering or system problem is also possible.
What to check yourself:
- Compare the same billing dates and exported kWh before comparing dollars. Check whether the reading was actual or estimated and whether the meter changed.
- Review changes in daytime household use and battery charging. Using more solar at home leaves less to export; there is no universal self-consumption percentage that proves a system is healthy.
- Check the scheme and rates on your bill against Synergy’s DEBS pricing schedule where DEBS applies. Other buyback arrangements have their own terms. This guide does not hard-code a current tariff.
- Record the app’s export total for the matching dates and any export-limit warning. Ask the retailer about the bill’s readings, rate or credit calculation; ask PSW about system operation.
When to call PSW Life Support:
- The system reports an export warning, exports changed after electrical work, or generation itself has fallen.
- Your retailer needs installer information to investigate a discrepancy. Keep the bill, dates and app screenshots ready.
My solar is working but my power bill hasn't gone down
What you’re seeing:
Solar generation is visible, but your electricity bill has not fallen as expected.
Possible causes:
The result depends on household use, when energy is used, the tariff, supply charges and any battery or buyback arrangement. Healthy generation does not guarantee a particular bill reduction.
What to check yourself:
- Compare imported and exported kWh, billing days and charges with a comparable previous period. Separate changes in energy use from changes in prices or credits.
- Look for new loads or changed schedules, such as EV charging, heating, cooling or a pool pump. If practical, consider moving suitable loads into periods when your own solar is available.
- Check your actual tariff with Synergy’s energy plans or your retailer. Flat-rate and time-of-use plans need to be compared against your usage; neither is the default best choice for every home.
- If you have a battery, compare its observed charging and discharging with the documented settings and any provider-controlled schedule. See battery discharge guidance if the behaviour is unexpected.
When to call PSW Life Support:
- Generation is lower than expected; start with the generation checks.
- You need a system review using your actual consumption and monitoring records. Contact the retailer for bill or tariff calculations.
Battery issues
My battery isn't charging from solar
What you’re seeing:
The battery’s state of charge is not rising while solar is generating. State of charge is the percentage of stored energy reported by the battery.
Possible causes:
Household loads may be using the available solar. Charge limits, temperature, operating mode, schedules, communications or a fault can also affect charging.
What to check yourself:
- Compare simultaneous solar generation, home use, battery power and grid flow. As an illustration, 6 kW of solar and a 5 kW home load leave at most 1 kW before losses for other uses; that is not a charging guarantee.
- From a safe position, note the battery indicators and any visible switch label or position. Do not turn an isolator on or off to test charging. Ask PSW if the state is unexpected.
- Read the app’s mode, state of charge, schedule and warning history. Compare them with your handover settings and exact model instructions. Do not change installer-only controls or network settings.
- If a VPP or other service manages the battery, check its notices before assuming an installer fault. Contact the provider or PSW if the reason for a hold is unclear.
When to call PSW Life Support:
- Charging remains inconsistent with the documented settings despite available solar, or you cannot explain a charge hold.
- A fault is shown or the battery is unexpectedly unavailable. Do not wait for an arbitrary period before reporting a warning.
My battery isn't discharging in the evening
What you’re seeing:
Your home draws from the grid while charge remains in the battery, contrary to what you expected.
Possible causes:
Backup reserve, schedules, operating limits, a managed service or a fault can affect discharge. Charge remaining does not by itself prove that the battery should be supplying the house at that time.
What to check yourself:
- Record the mode, reserve, state of charge, battery power and home demand at the same time. Compare these with your agreed settings and model instructions.
- Check whether a reserve or scheduled hold explains the behaviour. There is no universal recommended reserve for every home; backup needs, manufacturer requirements and service agreements matter.
- If enrolled in a VPP or automation service, check its event history or ask the provider. Do not override a managed schedule or connection setting to test discharge.
- Note any clock, tariff, firmware or setting change since the battery last behaved as expected. Ask for help if the correct configuration is unclear.
When to call PSW Life Support:
- Discharge remains inconsistent with the documented settings, stops unexpectedly or is accompanied by a warning.
- The reserve or service arrangement does not explain the behaviour. Have the settings and time-matched screenshots ready.
My battery kept the lights on during a blackout but now won't reconnect
What you’re seeing:
Your system supplied backup during an outage but has not returned to its usual operation after power was restored.
Possible causes:
Reconnection depends on the installed equipment, available charge and supply conditions. A fault may need investigation; there is no universal waiting time or restart sequence.
What to check yourself:
- Check the documented reconnection behaviour for your installed system. If operation has not returned as described, contact PSW Life Support. Do not use a general waiting time or restart sequence.
- From a safe position, note any visible inverter, battery and gateway indicators, and the monitoring app state. Do not approach equipment showing signs of danger to read a light or code.
- Check network outage notices and note which household circuits have power. Appliances operating again do not establish that the electrical supply or system is safe and stable.
- Read the operation guide’s system-specific safety advice. Do not perform a general AC/DC switching sequence or clear a protective warning.
When to call PSW Life Support:
- The system has not returned to normal within its documented reconnection period, or that period is unknown.
- The system reports a protective shutdown or a warning you cannot identify.
- The problem has occurred across more than one outage.
Repeated failures need a system-specific review. Do not keep restarting equipment between events.
My battery app shows different data to my inverter app
What you’re seeing:
Two apps or devices show different values for solar, battery, home use or grid energy.
Possible causes:
They may use different measurements, update intervals, time zones or definitions. Missing or incorrectly configured monitoring can also produce a discrepancy; no single percentage proves the readings are acceptable.
What to check yourself:
- Compare the same quantity and units. Power in kW, energy in kWh, gross solar, net grid flow and battery state of charge are not interchangeable.
- Check both timestamps, reporting intervals, time zones and date ranges. Compare complete daily records where available, rather than screenshots taken at different moments.
- Check which sensors or meters each app uses from your documentation. Do not open a switchboard, move monitoring sensors or change meter configuration.
When to call PSW Life Support:
- A discrepancy persists after matching the measurement and reporting period, or readings do not fit the observed operation.
- An app has stopped updating. Start with the monitoring checks and send time-matched screenshots.
My battery charged from the grid and I didn't want it to
What you’re seeing:
The app reports energy entering the battery from the grid when you were not expecting it.
Possible causes:
A schedule, reserve requirement, managed service or manufacturer maintenance behaviour may be involved. The amount alone cannot establish whether it is normal or compliant for your system.
What to check yourself:
- Record the time, duration, energy and state-of-charge change. Check that the app is reporting battery charging, rather than total household grid import.
- Read the operating mode, grid-charge setting and schedule in your exact model’s app. Compare with your handover configuration and any VPP agreement before changing anything.
- Check manufacturer messages for reserve recovery, calibration or other operating events. These behaviours differ by model. For Powerwall, Tesla explains grid charging and calibration separately.
- Ask PSW or your service provider to check the connection approval and applicable network requirements if charging is unexpected. Do not remove a required restriction or alter installer settings based on a general article.
When to call PSW Life Support:
- The import remains unexplained after checking the documented settings and provider notices.
- The behaviour differs from your approved configuration, or you need advice about settings, a tariff or a managed service.
System-wide issues
My whole system is offline
What you’re seeing:
The inverter, battery or monitoring appears offline, and household power may also be affected.
Possible causes:
There may be a network outage, interrupted supply, intentional isolation, a communications problem or an equipment fault. An offline app does not establish that the equipment is electrically isolated.
What to check yourself:
- Check network outage notices and note which circuits have power. A battery only supplies the circuits and loads supported by its installed backup design and available charge.
- From a safe position, note whether an accessible breaker appears tripped. Leave it off and contact PSW Life Support or a licensed electrical contractor. Do not reset it to test the system.
- Do not change isolator positions or access rooftop equipment. Record only what is safely visible; a switch may be off for a safety or maintenance reason.
- Check any network maintenance notice. Do not open meter or switchboard covers or interfere with network isolation. Follow the network operator’s directions.
When to call PSW Life Support:
- Supply appears available but the system remains offline, or the cause is unclear.
- A breaker has tripped or there is damage to wiring, conduit or equipment. Keep clear and seek licensed electrical advice.
After severe weather, lightning or flooding, keep away from damaged or wet equipment. Do not restart it to test whether it works. Arrange advice from a licensed electrical contractor and follow emergency or network directions where applicable.
I had a power outage and the system didn't behave as expected
What you’re seeing:
During an outage, backup did not operate as expected, supplied only some circuits or stopped before the outage ended.
Possible causes:
Backup depends on the installed inverter, battery, changeover equipment, available energy, power limits and selected circuits. A battery installation does not necessarily provide whole-home or three-phase backup.
What to check yourself:
- Use your handover records to check whether backup was included and which circuits it covers. Ask PSW if the records are missing; do not infer coverage from the battery’s size.
- Note which circuits remained on, the battery state of charge and any warning in the app. Read indicators only from a safe position.
- Record which loads were running when backup stopped. Do not deliberately create an outage, repeatedly test transfer, change protected settings or attempt a restart to diagnose it.
- Check for a reported network outage. If none is reported, record the affected circuits and contact PSW or a licensed electrical contractor. Leave any tripped breaker off.
When to call PSW Life Support:
- Documented backup circuits did not receive power, or backup stopped unexpectedly.
- You need confirmation of the supported circuits, phases or load limits. Remaining charge alone does not diagnose a transfer fault.
Backup coverage on a three-phase property depends on the particular battery, inverter, changeover equipment and circuits installed. Ask PSW to confirm which phases and loads your documented design supports; do not infer whole-home backup from the presence of a battery.
I've just had a Synergy meter change and something isn't right
What you’re seeing:
Solar, battery, export or monitoring behaviour changed after a billing-meter replacement or other metering work.
Possible causes:
The work may have affected supply, commissioning, export arrangements or monitoring. The network billing meter and a system’s separate monitoring meter have different roles; timing alone does not identify a communication fault.
What to check yourself:
- Record the work date, who performed it and exactly what changed. Keep the job or meter reference with your earlier monitoring records.
- Compare complete, matching periods of generation, import and export. Note whether only app readings changed or whether equipment operation and bill readings also changed.
- Record exact warning codes and which household circuits are affected. Do not pair meters, change export settings, move sensors or open a meter box to investigate.
When to call PSW Life Support:
- Unexpected behaviour began after the work. Report it with the work reference; there is no need to wait a week.
- Ask the retailer about bill readings and buyback credits, and PSW about system operation. The meter/network operator may also need to investigate.
Do not assume that a new billing meter needs pairing to the inverter or that a general CSIP-AUS statement explains the fault. The installer must check the actual equipment, communications and connection approval.
Contact PSW Life Support
If the symptom is unclear or the safe checks have not explained it, contact PSW Life Support. A useful record helps the team decide what needs checking without asking you to investigate electrical equipment.
Have these details ready:
- The system address and your account or installation reference.
- Inverter and battery models from your handover records, or labels readable safely from the ground.
- The complete warning, time, last normal operation and any recent outage, router change or electrical work.
- Time-matched app screenshots and the checks you have already made. Do not send passwords or access codes.
Contact PSW Life Support to discuss your system and the next step. We’ll explain any proposed assessment or call-out charges before you agree to them. Your rights under Australian Consumer Law apply in addition to any manufacturer’s warranty. If another business installed the system, contact that retailer first or ask PSW whether an assessment is available.
Use myPSW and customer support for the relevant account or support route. If your installed operating instructions are missing, ask PSW for the correct documents; do not assume a general guide contains your switching sequence.
Contact PSW Life Support
- Phone: (08) 6171 4111
- Email: support@pswenergy.com.au
- Hours: Monday – Friday, 9am – 4pm AWST
For smoke, a burning smell, sparking, unusual heat or visible damage, stop troubleshooting, move away and keep others clear. Do not touch equipment or operate its switches. For smoke, fire or immediate danger, evacuate the building, keep others away and call 000. Tell the operator that solar and battery equipment is installed. Do not re-enter or touch the equipment or its switches. Follow emergency responders’ directions. Seek licensed electrical advice when safe.
Related guides
- Solar and battery operation guide — records, support and where to find your installed system’s operating and safety instructions.
- Wi-Fi reconnect assistant — choose the installed brand and monitoring device before following its connection guide.
- WA Government solar PV safety — maintenance, damaged equipment and installed shutdown instructions.
- DFES battery safety — read the residential battery-system advice; small-device handling instructions do not apply to a fixed home battery.
- Western Power’s battery guide — connection and installation considerations.
- Synergy DEBS pricing schedule — current published rates where that scheme applies.