Is my system still making power?

Usually yes. SunStrong says the system may still be producing; ICD only prevents remote viewing of performance.

Why does my lease or PPA care about Wi-Fi?

SunPower's Wi-Fi guide says lease and PPA agreements require you to keep a reliable internet connection for the PVS so production can be tracked.

My PVS is too far from the router. What can I do?

SunPower suggests a Wi-Fi extender or mesh system, or having a technician run an ethernet connection to the PVS.

The app shows old data but the PVS is online. Why?

SunPower notes data can be delayed by up to two hours. Try logging out and back in, or reinstalling the app.

SunPower Internet Communication Down: what it means and what to do

"Internet Communication Down" (ICD) means your SunPower monitoring device, the PV Supervisor (PVS5 or PVS6), is not reaching the internet over your home Wi-Fi, ethernet or cellular backup. The app (mySunPower, now SunStrong Connect) stops updating. SunStrong notes the panels may still be producing; only the monitoring data is missing.

Can wait

Common causes

Your Wi-Fi network name or password changed, or you replaced or moved your router.
Poor or no cellular reception for the PVS cellular backup.
The PVS lost power or needs a restart.
On systems with a powerline ethernet adapter, the adapter is unplugged, on a power strip, or not paired.

Safe steps to try

Check your home internet If other devices cannot get online, unplug your router, wait 10 seconds, plug it back in, then wait 15 minutes and refresh the app. If that fails, contact your internet provider.
Check the PVS light SunStrong's guide says the PVS should show a steady green light. If it does not, go to the next step.
Restart the system at the breakers SunStrong tells homeowners to switch off the solar and monitoring breakers in the main breaker box for about 5 minutes, then switch them back on and look for a green light on the monitoring unit. The PVS breaker is usually labeled PV MONITORING or PV SUPERVISOR.
Re-enter your Wi-Fi in the app In the SunStrong Connect (mySunPower) app, open Profile, tap the gear next to System Connection or Wi-Fi Settings, choose your home network and enter the password. The PVS uses 2.4 GHz Wi-Fi, not 5 GHz. Allow 5 to 10 minutes to register.
Check the ethernet adapter if you have one Plug the adapter directly into a wall outlet, not a power strip or surge protector, and confirm all three of its lights are on (solid or blinking). Then wait 15 minutes and refresh the app.

When to call a professional

If the PVS has no light after the breaker reset, or the monitoring has not reconnected within 24 hours, SunStrong says to contact their app support or a field service partner. SunPower notes a technician can also run an ethernet connection to the PVS if Wi-Fi does not reach it.

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Frequently asked questions

Is my system still making power?: Usually yes. SunStrong says the system may still be producing; ICD only prevents remote viewing of performance.
Why does my lease or PPA care about Wi-Fi?: SunPower's Wi-Fi guide says lease and PPA agreements require you to keep a reliable internet connection for the PVS so production can be tracked.
My PVS is too far from the router. What can I do?: SunPower suggests a Wi-Fi extender or mesh system, or having a technician run an ethernet connection to the PVS.
The app shows old data but the PVS is online. Why?: SunPower notes data can be delayed by up to two hours. Try logging out and back in, or reinstalling the app.