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ESSENTIAL READING









Electricity Essentials for Solar Power
We’ve broken down the basics on several important topics, including electricity, energy, power, and solar efficiency.
DownloadReal World Expectations for your Solar System
Check out our library of system performance terms, such as energy production and peak power production, to learn what you can expect from your new system.
DownloadUnderstanding Solar System Ratings
Learn about the different ratings of solar photovoltaic (PV) panels to better understand how they produce under specific conditions.
DownloadKey Factors for Solar Performance
Discover the different ways that outside factors, such as amount of sunlight, temperature, and soiling can affect your solar energy production.
DownloadDatasheet with Residential Monitoring
Get the facts on the SunPower Monitoring® System, which helps you optimize your solar investment, evaluate your system performance, and see your energy use and estimated savings.
DownloadSYSTEM PERFORMANCE + MONITORING
















Client Monitoring Responsibilities
Just as having a home heating system or a car requires periodic maintenance, inspections and monitoring, so does your solar system.
Internet Connection
Your solar electric system requires an internet connection in order to send the information to the internet. This allows both you and EmPower to monitor your system’s performance over time.
At the time of installation, your EmPower install team either ran a direct line or used your Wifi to connect your solar monitoring device to your router. It is the homeowner’s responsibility to maintain this connection. By unplugging this connection, moving the router, changing internet service providers, changing your password, etc., data will not longer be uploaded, and all parties lose the ability to access and track your system’s performance. Please contact the service department if you need any assistance regarding reestablishing your data connection. Please know, however, EmPower must charge for any services that require an onsite visit.
Troubleshooting
If you are unable to view your energy production online, please perform the checks below before contacting the service team.
- Ethernet connections:
- Check physical connections: Ensure that the connection between the router and the monitoring unit is intact. If you are unsure of which cable belongs to the solar system, confirm that all wires in the area are connected to the router and none have been unplugged to plug in another device.
- Power cycle the router: Occasionally, devices connected to a network can “time out,” meaning that they have lost connection and their IP address should be renewed. Unplug the router electrical connection for 30 seconds and plug back in.
- Confirm internet connection: Ensure that other devices connected to the router have an internet connection.
- Wifi
- Check to make sure the device is connected to wifi. If the app or monitoring login shows no connection, follow manufacturer instructions to reset the connection.
- If you have a SunPower PVS6, then you can follow the instructions here.
After following the instructions above, the connection should be restored to your monitoring system. Note that it may take up to 30 minutes to reflect this within the monitoring portal.
If these steps have not fixed the internet reporting issue, please contact the service team. Please be advised there may be a charge to run a new wire in the event the issue was not caused by workmanship. Any workmanship issues will be covered as specified in your warranty.
3G Cellular Networks + PVS5 Data Monitoring Systems – Updated 04.20.22
Clients may have heard all major telecommunication companies like AT&T are shutting down their legacy 3G cellular networks. If your SunPower system has been using this cellular network to connect to the internet to provide your monitoring that is the reason you are experiencing monitoring issues at the moment. We are waiting to hear from them about a viable solution for this and will notify all clients proactively as soon as it becomes available.
Without a connection to the internet, the system will not be able to report monitoring information. The system will continue to operate normally, but data relating to the production and storage utilization won’t be visible in mySunPower app until the connection is reinstated.
Again, the system will continue to produce energy and will receive all the major benefits of the system, but it’s just the monitoring of the system will not be able to share information if it is not connected to the internet. This will not impact the financial savings or the energy production of the system.
System Production Monitoring
Once connected, it’s critical to actively monitor your system’s production online or via your phone app. Not sure which one you have? Email service@empower-solar.com for guidance.
Schneider Conext (Battery Monitoring)
Tesla Powerwall (Battery Monitoring)
We recommend that you login and verify system operation at least once per week. Remember that while we can access your system in order to troubleshoot if necessary, our team is not actively monitoring or looking for issues. Self-monitoring your system and ensuring an active internet connection is an important responsibility of being a solar system owner.
If you have any questions about your system or energy production, access our FAQ and monitoring links, or open a service ticket. If you have additional questions or need help configuring your monitoring, please contact us anytime at service@empower-solar.com.
Inspecting Your Array
Periodic array inspections are encouraged, even from the ground. Look at your system carefully to identify any of the issues listed below.
- Squirrel damage: if your system does not have a squirrel guard installed, take the time to look under your array, to the best of your ability, to see if any birds or squirrels are nesting under the panels.
- Squirrel guard: if your site has squirrel guard installed, please verify that it is secure and clipped to the panels.
- Broken panels: if you do see any broken modules please photograph and email to the service department.
- Missing clamps: if you notice any missing mid or end clamps please photograph and email to the service department.
- Excessive snow: as with a solar-free roof, snow may pile up on your panels. In most cases this is a non-issue, but sometimes snow may avalanche, or slide off quickly and collapse on the ground, sometimes causing damage to gutters or a vehicle. We can provide an estimate to install a snow guard if not included in your original package.
- Ice damming: this occurs as a result of insufficient insulation around the edge of a building, when snow melts on the roof then freezes once it hits the soffits. Excess ice damming will damage solar panels. This situation is not covered by the manufacturer or workmanship warranties, so please feel free to call the service department to discuss how to deal with this situation.
Monitoring Frequently Asked Questions
We currently do not offer monitoring services. However, we do give you the tools to monitor your system independently, giving you full insight into its performance at any time, day or night.
We will send reminders throughout the year to help you ensure that you are monitoring and maintaining your system properly.
Please call 1-800-SUNPOWER and provide them with your address and current e-mail address. They will send you a link with instructions.
You can use the graphs to see how much energy your solar power system produces.
- Energy graph: The energy graph shows how much electricity your system produces over a period of time (measured in kWh or thousands of watt hours). Energy is useful for analyzing the effectiveness of your system, especially over time.
- Power graph: The power graph shows the rate at which your system is converting sunlight into electricity at a specific point in time (measured in kW or thousands of watts). Power is useful when you’re trying to analyze short-term variations in performance due to temporary external factors like weather changes.
- Check out the green bars to see how much energy your solar power system produces.
- Hover over any point on the graph to get detailed energy information for a specific date and time.
- Change the dates and times of the graph.
- Switch between Energy and Power graphs to see the details of your solar system in action.
- Download your energy data for analysis offline.
The energy graph shows how much electricity your system is producing over a period of time (measured in kWh or thousands of watt hours). The power graph shows the rate at which your system is converting sunlight into electricity at a specific point in time (measured in kW or thousands of watts).
Generally speaking, energy is more useful than power for analyzing the effectiveness of your system, especially over time. Power helps when you’re trying to analyze short-term variations in performance due to temporary external factors like weather changes.
To download the current graph and time setting you are viewing, click “download ” at the upper right of your graph. Data is saved to your computer as a “.csv” file that you can then view and use in a spreadsheet program like Excel or Numbers.
When you download energy data, the data included depends on the time period you are viewing in the graph:
- 1 to 31 days = hour intervals
- 32 or more days = day intervals
When you download power data, the data included depends on the time period you are viewing in the graph:
- 1 day = minute intervals
- 2 days or more = hour intervals
You can also set up a report to be delivered monthly via email as a PDF.
Note: This process may differ slightly depending on platform and its state of development. Please call the service department at 516-837-3459 for assistance.
- Navigate to your Dashboard or Settings.
- Click or tap the gear icon in the header of My Reports and turn reports on.
- Select the date each month when you’d like to receive your report.
- Enter additional emails where you’d like to send your report.
- Once you configure your report, SunPower will send it to you every month via email as a PDF attachment.
- You can also download your currently graphed energy data.
While inverter performance is important (on its own and as a warning sign of other issues), it is only one of many factors influencing the performance of a solar system. Looking at one or two of these factors in isolation can be misleading, just as calculating fuel efficiency can be misleading without considering traffic conditions, load, route variation, pavement type, driving style, season, tire pressure, and so on.
If there is an issue with your system, an alert bar appears at the top of the screen. Click the alert text or the icon on the left for details regarding the issue and for troubleshooting instructions. If you see an alert bar at the top of the screen, click the alert text or the icon on the left for details regarding the issue and for troubleshooting instructions.
You might get this alert because your home Internet network isn’t working. It’s also possible that your monitoring equipment is not connected or functioning correctly. The good news is that your solar system is most likely operating normally. However, you’ll need to reestablish a connection to verify this and to update your energy charts with any missing information.
Please follow these troubleshooting steps to reestablish your connection:
- Check your Internet connection
- Make sure you can get online at home using your home Internet network. If you can’t get online at home, disconnect your router cables and reconnect after 10 seconds. Wait 15 minutes, refresh your browser, and sign into https://login.mysunpower.com or https://monitor.us.sunpower.com
- If you still can’t get online, please contact your Internet service provider (such as AT&T or Verizon).
If you have a “Ethernet Over Powerline Adapter” located near your router make sure that:
- It’s plugged directly into a wall outlet (not power strip or surge protector)
- It’s connected to your router by an Ethernet cable
- All three lights are lit (either solid or blinking)
- Wait 15 minutes, refresh your browser, and sign into https://login.mysunpower.com or https://monitor.us.sunpower.com
- If you still can’t see your energy information, please contact us.
If you don’t have a “Ethernet Over Powerline Adapter”:
- Make sure an Ethernet cable connects your SunPower monitoring enclosure (mounted in your garage or on the side of your home) to your router. Wait 15 minutes, refresh your browser, and sign into https://login.mysunpower.com or https://monitor.us.sunpower.com
- If you still can’t see your energy information, please contact us.
You might get this alert because your home Internet network isn’t working. It’s also possible that your monitoring equipment is not connected or functioning correctly. The good news is that your solar system is most likely operating normally. However, you’ll need to reestablish a connection to verify this and to update your energy charts with any missing information.
Please follow these troubleshooting steps to reestablish your connection:
- Check your Internet connection
- Make sure you can get online at home using your home Internet network. If you can’t get online at home, disconnect your router cables and reconnect after 10 seconds. Wait 15 minutes, refresh your browser, and sign into https://monitor.us.sunpower.com.
- If you still can’t get online, please contact your Internet service provider (such as AT&T or Verizon).
If you have a “Ethernet Over Powerline Adapter” located near your router make sure that:
- It’s plugged directly into a wall outlet (not power strip or surge protector)
- It’s connected to your router by an Ethernet cable
- All three lights are lit (either solid or blinking)
- Wait 15 minutes, refresh your browser, and sign into https://monitor.us.sunpower.com. If you still can’t see your energy information, please contact us.
If you don’t have a “Ethernet Over Powerline Adapter”:
- Make sure an Ethernet cable connects your SunPower monitoring enclosure (mounted in your garage or on the side of your home) to your router. Wait 15 minutes, refresh your browser, and sign into https://monitor.us.sunpower.com.
- If you still can’t see your energy information, please contact us.
If you have a SunPower system, there is not currently an option to receive error alerts if there is an internet outage or other issue with your system. We suggest you check on your system regularly – at least once a month to make sure that your system is working as expected. However, SunPower has enabled monthly reporting which allows you to receive an email recap of how much energy your system produced over the course of the month. Here are instructions to set that up:
Steps to setting up SunPower Monitoring Reports
- Log in at https://login.mysunpower.com or https://monitor.us.sunpower.com
- Select the “Settings” menu option
- Navigate to “my reports” section and select “turn on”
- Select “turn on reports now” and choose your preferred settings – date and email
- Click “update” to save
TAX CREDIT FILING
















Tax Credit Instructions
Filing for your solar tax credits is easy. If you are using an accountant, simply send them a link to this page along with your signed solar agreement and they should have everything they need. If you are handling your taxes yourself, here is what you will need to file for your tax credits.
- Record of your solar system. Your signed agreement that documents system cost and system size should suffice.
- Federal Tax return form (Form 1040) – needed only if you purchased or financed your system (skip if leased.)
- Federal Tax Credit Application form (5695) – needed only if you purchased or financed your system.
If you leased your system:
- File for NYS Tax Credit only. Do not file for federal.
- Claim the total of all your monthly lease payments made in 2021.
- Note: You can do this each year until you claim a total of $5,000 in tax credits.
- Example: If your monthly lease payments are $175 per month, and you began paying lease payments in July, claim $1,050 (6 monthly payments of $175.) Or if you began paying lease payments in September and put $2,500 down, you would claim $3,200 this year ($2,500 plus 4 monthly payments of $175).
- You can find your monthly lease payment amount in your SunPower lease proposal and SunPower lease agreement.
If you purchased or financed your system:
- File for NYS tax credit (Forms IT 201, 201-Att and 255)
- 25% of system cost, less any utility rebates – cap of $5,000.
- File for Federal tax credit Form 1040 and 5695
- 26% of system cost, less any utility rebates.
You can find this on your signed EmPower Solar proposal, on the purchase or finance summary pages.
*Remember: If you participated in one of our partner financing programs, it is likely the case that your tax credit is planned to pay off your bridge loan. Keeping your tax credit and failure to pay off a bridge loan can result in fees and interest penalties.
Other
Please make sure to file the NYS RP-487 form. It is not required for any tax refund purposes but this form pertains to the 15-year property tax exemption for solar energy systems and just logs your system start date with your city/town. Instructions here.
- Filing RP 487 is not necessary for NYC clients. It is required for Town of Smithtown residents. It is suggested, not required for all other cities / towns.
Form Downloads
Federal Individual Income Tax Return
Residential Federal Income Tax Credit
Residential NY State Tax Credit
- NYS Form IT-255 Claim for Solar Energy System Equipment Credit
- NYS Form IT-255 Instructions
Other NY State Tax Credit Forms
- IT 201-Att “Other Tax Credits and Taxes”
- NYS form RP 487 “Application for Tax Exemption of Solar”
- NYS form RP 487 – Instructions
Commercial Tax Credit Information
NYC Property Tax Abatement information
If you are a NYC resident, please note there is nothing for you to do in order to claim your NYC Property Tax Abatement. This paperwork is completed by EmPower Solar and we will reach out to you if there is anything for you to do regarding this matter.
NET METERING
















Solar + Net Metering Overview
Parts of a Solar System
- Solar Module: a panel made of a crystalline semiconductor that converts sunlight into electricity.
- Inverters: devices that are used to convert direct current (DC) electricity produced by the panels into alternating current (AC) so it can connect to the main electrical systems.
- Electrical Equipment aka Balance of Plant: electrical wire and conduit will be used to connect the panels to the inverter and the inverter to your electrical panel.
How Solar Works
- Solar panels collect sunlight throughout the day, automatically converting it into electricity.
- The electricity produced from your panels travels through the system to the inverter, where it’s converted from DC to AC for household use.
- Energy (measured in kilowatt hours or kWh) produced by your solar system first supplies your home. Any energy that is not used is sent back to the utility company’s grid to be used by other homes and buildings nearby.
What is net metering and how does it come into play?
- The extra energy that your home does not use is sent back to the grid, earning you energy credits which can be used at times when your system is not producing the energy you need, such as overnight, during the winter when solar production is down, or during days of inclement weather.
- Once a month, PSEG LI or ConEd will review how much energy you have used from the grid. At the end of the month, you will be billed only for the net difference between the credits you have earned and the energy you have used from the grid. If there are any credits in your energy bank at the end of the month, they will be shown on your bill and can be carried over to the next month.
Note: PSEG LI and ConEd cannot see how much your system produces. They can only see how much energy you consume from them, or how much excess energy you send them. - For many homes, the spring and summer months’ bills will show extra credits generated. These are stored in your bank and can cover your bills through the winter months, when your system does not produce as much energy and you are taking energy from the utility company.
Solar + Net Metering FAQ
There are a few ways to determine if you have a net meter installed on your home.
- Does your meter have a “net meter” sticker on it? See example here.
- Is the meter number different from what was on your old electric bill?
- Are the kWh readings significantly different or lower than your pre-solar electric bill? Shortly after installation your meter reading should be +/- 100 kWh compared to what was listed on your old electric bill.
The energy production of solar energy systems varies according to the time of year. Due to the amount and intensity of sunlight, a system will produce much more power in June than in December. Additionally, the electric usage of most homeowners varies according to the time of year. Most homeowners will use more electricity in August than April due to air conditioning, pools, etc.
Because of these two factors, a solar energy system will rarely produce the exact amount of electricity that a homeowner uses in any given month. To compensate for this, your utility gives each solar client an “Energy Credit Bank.” The bank is shown on your bill and stores extra credits during months of high production/low usage and uses them in months of high usage/low production.
You can note the direction of power flow by looking at your newly installed Net Meter. A series of indicator bars will move across the screen from left to right to indicate power is being purchased. Movement from right to left indicates you are sending credits back to the utility. The speed at which these bars move indicates how much power is being exchanged at that time.
If your system was installed before 2018, you have a “net meter anniversary date” in which the utility will cancel out any credits you have built up and give you a check or monetary credit value for them.
If your system was installed during 2018 or 2019, you are permitted to rollover your credits month to month for a period of 20 years from your installation date. After that, you will be entered into whatever the net metering program is at the future date.
If you require additional assistance, please contact us at feedback@empower-solar.com or 516-837-3459.
MOVING + REFINANCING
















Please contact us at feedback@empower-solar.com so that we may make a record of the ownership transfer and answer any other questions.
Make sure that your home is fairly assessed and includes the value of your solar system.
If you have leased or financed your system, you may need to contact the financing institution to transfer ownership to the new owner. There may also be UCC Fixture filings filed that need to be removed before closing. This is important to do in advance as soon as you know home sale is a consideration. Contact feedback@empower-solar.com for help navigating this process.
When the new homeowner takes over, please instruct them to give us a call at 516-837-3459 so that we make a record of the ownership transfer on our end. If you are interested in installing solar panels on your new home please e-mail cx@empower-solar.com.
In accordance with your local building department, NYSERDA, and PSEG Long Island, we strongly recommend against uninstalling and relocating your solar system. You will be able to receive more incentives and cover more of the cost if you install a system at your new home instead of taking yours with you.
BATTERY + EMERGENCY POWER SYSTEMS
















Let’s get your home set up with a battery system! Contact service@empower-solar.com to add a Tesla Powerwall to your existing system.
Please contact service@empower-solar.com or call 516-837-3459 x3. If urgent, please email feedback@empower-solar.com.
You can begin by power cycling the inverter, or trying the “test” and “reset” buttons. For more information on using your daytime power supply, please refer to this document.
SOLAR SYSTEM GENERAL FAQs
















Please see “SYSTEM MONITORING” section on this page.
Please contact our accounting department at 516-837-3459 x134.
Please see your contract paperwork for description of your system’s warranties. We are available to provide additional services, if not already included, such as:
- Squirrel/animal guard
- Relocation of Ethernet cable
- Module cleanings
- EV charging system installation
- Battery backup power
- System expansion
Please contact our accounting department at 516.837.3459 x135.
Please contact us at 516.837.3459 x3 to request a quote for this service.
Critter guards do not fall within our workmanship warranty, but we would like to help. Please contact us at 516.837.3459 x3 with additional details so that we can assess the extent of the damage and figure out the cause.
Please contact us at 516.837.3459 x3 to request a quote for this service.
Usually our region gets enough precipitation to clean off your panels periodically. If you would like a cleaning, please contact us at 516.837.3459 x3 so that we can provide an accurate quote for this service.
It may be necessary to remove and reinstall part or all of your system for reasons not known at the time of the initial installation (ie: roof replacement, siding replacement, house raising). In these unlikely situations, our service department is available to provide you a quote on the costs associated with your particular situation. Please contact us at 516.837.3459 x3. We can work with your contractors and your timeline to provide the most convenient reinstallation services to you.
Please contact us at 516.837.3459 x3 so that we can connect you with a preferred service provider.
Please contact marketing@empower-solar.com regarding your outstanding referral payment.
We researched and vetted many products over the years to makes sure our solar installations are safe and secure. We chose the “RoofTech Mini” product after a successful field test in 2018. Testing included monitoring the product on an asphalt shingle test roof through multiple seasons including having standing water on the roof completely immersing the attachment for multiple days, with no leaks present. We also interviewed several other companies in our region who have used the product.
We selected this product because it’s a proven technology that successfully does the two most important things – water proofing and structural integrity. We also specifically chose this system because it doesn’t matter whether our installers hit rafters or not (it was actually designed and engineered as a decking only product) when attaching mounting brackets.
When installing, we aim to hit rafters, but sometimes very difficult to hit, due to many reasons including uneven rafter spacing, unique framing designs (roof hips, etc.) If a rafter is missed, then we add additional screws per very specific policy guidelines. So, while it is desired to hit rafters in every case, missing a rafter does not impact the quality of the installation. Again, while Empower strives to hit rafters, the product was designed for rafterless installations.
Please contact cx@empower-solar.com.