Start by establishing what is happening now
A system that has been unmonitored or out of service for years needs a current assessment. An old app timestamp does not establish when electricity production stopped. The useful starting point is to separate missing reporting, a known equipment fault, and a system whose operating history is unclear.
Sun Ray Solutions accepts diagnostic requests across Dallas–Fort Worth, including systems installed by another company. Send your city, equipment brand if known, and roughly when you last saw the system working. Missing paperwork does not prevent an initial conversation.
Build a short history before the visit
| Record | What to include |
|---|---|
| Last known operation | Approximate month or year, and whether you remember an app reading, a service visit, or a confirmed shutdown. |
| Current evidence | A dated app screenshot, the full alert, and an exterior equipment-label photo if safely accessible. |
| Changes since then | Roofing, storms, outages, router changes, a home purchase, or previous attempted repairs. |
| Original documents | Installation paperwork, equipment models, monitoring access, and any manufacturer case reference you already have. |
| Ownership and access | Who can authorize service, whether equipment is leased, and any access restrictions at the property. |
Write “unknown” where you are unsure. Keep the date you first noticed a problem separate from the last date the system was confirmed to operate. There is no need to climb onto the roof or open electrical equipment to prepare this history.
For SolarEdge: an old reading is different from a current zero
SolarEdge’s homeowner guidance treats reporting and electricity production as separate functions. First record when mySolarEdge last updated. Then share the current symptoms with the service professional. An offline screen alone does not prove that the inverter needs replacement.
Read the SolarEdge monitoring and production guide, including links to the manufacturer’s support information. Do not repeatedly reset equipment or try to restart a damaged or deliberately isolated system yourself.
Ask what the assessment will establish
Agree on the purpose of the visit: identify the equipment, review the available history, investigate the current concern, and discuss the next step. Depending on the findings, that step may involve monitoring access, further diagnosis, a defined repair, or a replacement review. A first visit does not guarantee a same-day repair.
Our diagnostic and maintenance service requires a $200 nonrefundable deposit for the visit and initial assessment. It is credited toward approved repairs and retained if repairs are declined. Further work is quoted for approval. There is no travel fee within our confirmed service area.
Review the diagnostic service and repair pricing guide before requesting the visit.
Compare the next steps before buying replacement equipment
Ask for the findings, the proposed work, compatible equipment, labor, and completion checks in the written scope. If replacement is proposed, ask why repair or restoring reporting would not address the concern. Equipment age alone is not a complete diagnosis.
If a manufacturer case already exists, send its reference and any approval documents. Warranty eligibility, parts, shipping, and installation labor need their own confirmation. Another installer closing does not transfer its obligations to a new service company. See how to prepare when your original installer has closed.
Keep estimates of past losses separate from repair decisions
A missing app history is not a measured energy loss. Keep any available generation records and electricity bills, and ask what they can actually establish. Do not assume a fixed dollar loss for every year without checking the period, system history, and billing information.
For the repair decision, focus on the current findings, the full approved cost, and the proposed completion checks. Ask how monitoring access and any remaining issues will be documented when the work is finished.