Help

Troubleshooting an Enphase system with a bridge connection

Your Envoy uses bridges to connect your solar energy system to the internet. Let’s figure out why it’s not connecting properly.


Locate your bridge

You should have two bridges—one inside your home and one in the weatherproof box (usually outside your home). For the purposes of this article, we’re going to refer to them as your “inside bridge” and your “outside bridge.”

Go inside and locate your inside bridge. It’s either black or white in color and normally plugged into an outlet near your internet router. It may look something like this:

Bridge

If you don’t know what your internet router looks like, here are a few examples:

Router

Still can’t find your inside bridge?

Ask yourself:

Did you check your outside bridge? Bridges work together. If one isn’t working, chances are the other one won’t either. If one or more lights on your outside bridge are green, you may be okay. It’s still a good idea to locate your inside bridge, but at least you know it’s paired with your outside bridge and getting power.

Is this a new home? The previous homeowner may have thought it was a cell phone charger and grabbed the bridge while they were packing. Give them a call and see if they still have it.

Do you live with other people? We’ve seen situations where loved ones have unplugged a bridge to charge their device. Ask your household members if they’ve seen the bridge anywhere or can remember removing it from the outlet.

Have you recently changed your internet or TV provider? If yes, your technician may have inadvertently moved the bridge by mistake, or even taken it with them when they left. Look around your house or reach out to your internet provider to see if the technician remembers moving the bridge when they worked on your home.

If you still can’t find your inside bridge, don’t worry. Just Contact Us and let us know that you can’t seem to find it. We’ll send someone out to replace it for you.

Check the lights on your bridge

Look at the lights on your bridge. They should all be green like this:

Bridge Green Lights

If one or more of them are out, it means your bridge may not be working correctly. Don’t worry—we’ll help you figure out the problem and how to fix it. This should only take a few minutes.

Top light: represents your power connection

Top-Light

If the top light isn’t on, it means the bridge isn’t getting power from the outlet. To check this:

1. Unplug the bridge from the outlet and plug directly into a wall outlet—not a surge protector, power strip, or extension cord.

Try not to remove or jostle the ethernet cable when you do this. If you don't see the ethernet cable plugged into the bridge, we may have just identified the problem, but we'll get to that in a minute.

2. If the top light still isn’t on, try a different power outlet, just in case.

If—after trying two different outlets—the top light still isn’t turning on, your bridge might need to be replaced.

We ask that you please go through the remaining steps so we can eliminate any other potential problems, but we understand if you’re short on time. Feel free to Contact Us and explain the steps you took to try and resolve the problem. We’ll send someone out to help.

Middle light: represents the connection to your outside bridge

Middle-Light

If the middle light isn’t on, it means your inside bridge isn’t connected or “paired” with your outside bridge, so the two aren’t communicating. To check this:

1. Locate the “Pair” button at the bottom of the bridge. 2. Press and hold the “Pair” button for one second.

You’ll know you did it correctly when the green light starts flashing.

3. Now, go back to weatherproof box and locate your outside bridge. 4. Press and hold down the pair button for one second.

If you did it correctly, the middle light should flash a few times to indicate that the bridge has “received” the pair request, and then remain steadily green after that. It’s also important to note that—from the time you press and hold the pair button—you have up to three minutes to press and hold the pair button on the outside bridge.

5. If you miss the three minute pair window, grab your outside bridge and bring it inside, being careful to remove the ethernet cable from the bottom.

Plug your outside bridge into an outlet near the inside bridge and wait 10-15 seconds. Now to try the pair again. If it worked, unplug the outside bridge from the wall, take it back out to the weatherproof box and plug it back into the outlet. If the light remains green, you’re good to go.

If mobility is difficult or if the bridges are too far apart for you to move safely between them, we’ll take care of it for you. Would you mind going through the remaining steps so we can eliminate any other potential problems. If yes, that’s okay. Just Contact Us and explain the steps you took to try and resolve the problem. We’ll send someone out to help.

Bottom light: represents your internet connection

Bottom-Light

If the bottom light isn’t on, it means your bridge is having trouble connecting to the internet. To check this:

1. Locate your internet router. In most homes, it's usually near a computer and could look like any one of these devices: 2. Unplug your router. 3. Wait 30-seconds. 4. Plug it back in. 5. Now look at the bottom on your bridge. There should be an ethernet cable plugged into it.

Check to ensure that the ethernet cable is secure by pushing it into the bottom of the bridge until you hear a click. If you can’t see an ethernet cable, it’s probably the cause of the problem. When we installed your system, we should have provided you with an ethernet cable, so we could connect the system to the internet. Look around and see if you can find it. They come in a wide variety of colors and have ends that look like this:

6. If you can find your ethernet cable, great!

Try plugging it in to your bridge. If you can’t find it, that’s okay. Give us a call and explain that you need a new one. We’ll send someone out to replace it for you.

7. Go back to your router and turn it around to locate the "LAN" port. 8. Check to ensure that the other end of your ethernet cable is plugged into the LAN port.

If necessary, remove the ethernet cable from the LAN port and push it back in until you hear a click indicating that it’s plugged in tight.

9. Now check your bridge again to see if the bottom light turned on and is glowing green.

That’s about it. Roughly 24-48 hours after you’ve run through the troubleshooting steps, we recommend that you check your system production by logging into account.vivintsolar.com. If you don’t see any production results, or suspect that your equipment is malfunctioning, we’ll take care of it for you. Just Contact Us and describe the steps you took to try and troubleshoot the issue. We’ll send someone out who can help.

Copyright © 2020 Vivint Solar Developer, LLC. All rights reserved. Vivint Solar Developer, LLC (EIN: 80‐0756438) is a licensed contractor in each state in which we operate. For information about our contractor licenses, please visit vivintsolar.com/licenses.