Solar PV system support: installer, manufacturer or insurer?

The inverter displays an error, the battery is no longer charging or the system’s output has suddenly dropped. In situations like these, finding out what has gone wrong is only part of the challenge. The other, often more difficult, question is: who is supposed to deal with it?

The system owner may have to speak to the company that supplied the installation, the contractor who fitted it, the manufacturer of the affected component and, when external damage is involved, the insurance provider.

This can quickly lead to responsibility being passed around. The installer blames the equipment, the manufacturer points to the installation and the insurer argues that the event is not covered by the policy.

To understand how solar PV system support should work, four separate questions need to be answered:

• Who receives the initial support request?

• Who identifies the technical cause?

• Who is responsible for the fault?

• Who ultimately pays for the work?

These roles do not always belong to the same company. The installer may perform the diagnosis, the manufacturer may supply the replacement part and the insurer may reimburse some of the costs. In other cases, part or all of the expense remains with the system owner because the issue falls outside the relevant warranty or insurance cover.

Why solar after-sales support can involve several parties

A solar installation is not a single standalone product. It is a system made up of PV modules, an inverter, wiring, electrical protection devices, meters, monitoring software and, in many cases, battery storage.

Design, installation, commissioning, system configuration and grid connection must also be considered. As a result, the same symptom can have several completely different causes.

If an inverter is switched off, for example, this does not necessarily mean that it has failed. A protection device may have tripped, there may be a grid-side problem or the DC string voltage may be outside the expected range. Before requesting a replacement, it helps to understand why a solar inverter may not switch on and which checks should be left to a qualified technician.

The same principle applies to battery storage. If a battery is not charging, the cause may be the battery itself, but it could also involve system settings, a meter, communication with the inverter or the way the solar PV and battery storage system has been designed and connected.

Responsibility therefore depends on the actual cause of the problem, not simply on the component that appears to be malfunctioning.

Supplier, installer and manufacturer have different roles

In a turnkey solar project, the equipment supply and installation are often managed by one company. That provider purchases the panels, inverter and battery from different manufacturers and acts as the main point of contact for the overall installation.

The situation is less straightforward when:

• the equipment was purchased separately;

• the installation was carried out by an independent contractor;

• the battery was added at a later date;

• the original system was expanded by another company;

• the property was sold with the solar installation already in place.

Different forms of protection may also follow different routes. The agreement with the supplier covers the products and services included in the contract, while the manufacturer’s commercial warranty applies according to its own terms.

Insurance, meanwhile, only responds to events and losses covered by the policy. Statutory consumer rights, warranty periods and available remedies also vary from one country to another, so local rules and the original sales contract should always be checked.

The company that diagnoses the fault may not be the one that pays

The installer may need to inspect the system even when the suspected problem concerns a component covered by the manufacturer’s warranty.

The technician may have to:

• check the electrical connections;

• read fault codes;

• analyse monitoring data;

• take voltage and current measurements;

• rule out configuration problems;

• open a technical case with the manufacturer.

If an internal defect is confirmed, the manufacturer may provide a replacement component free of charge. However, the warranty may not include the site visit, removal of the faulty unit, installation of the replacement or transport costs.

For that reason, “covered by warranty” does not always mean that the entire intervention will be free.

Who should you contact first when a solar PV system stops working?

When the cause is still unknown, the first point of contact should generally be the installer or the company that supplied the complete system.

They should already know the equipment used, how it was configured and how the electrical connections were made. They may also be able to inspect the system remotely before deciding whether an on-site visit is necessary.

As a general rule:

• if the inverter is off or displaying an error, start with the installer, who should distinguish an equipment fault from a grid, protection or wiring issue;

• if the battery is not charging or discharging, the whole energy storage system must be checked, including the meter, inverter, settings and communication links;

• if generation falls suddenly, the installer should review the strings, system data, components and operating conditions;

• if the monitoring app has stopped updating, the issue may involve connectivity or the cloud platform rather than the solar installation itself;

• if a panel is visibly damaged, involve the installer and, when the damage follows an external event, the insurer;

• if water ingress appears after installation, contact the company responsible for the roof work or mounting system;

• if the fault follows hail, lightning or a severe storm, both the installer and the insurer should be informed before permanent repairs begin;

• if the original installer is no longer available, contact the equipment manufacturer or another qualified solar contractor.

These guidelines help identify the most appropriate first contact. They do not automatically establish liability. A technical diagnosis is still needed to determine whether the problem comes from installation work, defective equipment or an external event.

When to start with the installer

The installer should normally be contacted first when:

• the entire system is offline;

• energy output is unexpectedly low;

• the inverter and battery are not communicating;

• the system repeatedly disconnects;

• monitoring data appears inconsistent;

• the problem began after technical work;

• there are concerns about the wiring;

• roof leaks appeared after the installation.

A reliable solar PV monitoring system can provide useful evidence, but it does not replace a proper diagnosis. A drop shown in the app may indicate a genuine equipment fault, or it may simply be the result of lost communication.

When to contact the manufacturer directly

Direct contact with the equipment manufacturer may be appropriate when:

• the purchase agreement provides a direct support channel;

• the manufacturer operates its own authorised service network;

• the original installer has gone out of business;

• a component defect has already been diagnosed;

• access to a monitoring platform needs to be restored;

• the product serial number, fault code and technical report are available.

Many manufacturers still require checks to be carried out by a qualified or authorised installer. Contacting them without serial numbers, photographs or technical details can therefore delay the process rather than speed it up.

When to notify the insurer immediately

The insurance provider should be informed promptly when the problem follows an event that may be covered, such as:

• hail;

• lightning;

• fire;

• high winds;

• flooding;

• theft;

• vandalism;

• electrical surge;

• impact from falling objects.

In these cases, the installer and insurer often need to proceed in parallel. The technician identifies the fault and makes the system safe, while the insurer determines whether the event falls within the policy.

After a storm, for example, it may be necessary to inspect both the damaged equipment and the surge protection installed on the solar PV system.

The fact that a failure appeared after severe weather does not, by itself, prove that the weather caused it.

Installer, manufacturer or insurer: who is actually responsible?

The general distinction is relatively simple:

• the installer is normally responsible for workmanship, wiring, configuration and system integration;

• the manufacturer handles recognised defects in its equipment;

• the insurer assesses damage caused by events covered under the policy.

This remains a general framework. The contract, warranty terms, insurance wording and technical report ultimately determine how an individual case should be handled.

When the installer may be responsible

The installer’s responsibility may arise from issues such as:

• incorrect wiring;

• poorly assembled connectors;

• unsuitable string configuration;

• meters or sensors installed incorrectly;

• system settings entered incorrectly;

• compatibility problems that were not assessed;

• inadequate coordination of protection devices;

• waterproofing problems linked to the installation work;

• missing documentation or system access details.

A perfectly functional component can still perform badly when installed in a poorly designed system. An inverter may be unsuitable for the module configuration, or a battery may fail to communicate properly with other devices.

Installation problems do not always appear immediately. A weak connection may work during commissioning and only begin causing faults after months of operation, temperature changes or exposure to moisture.

When the manufacturer may be responsible

The manufacturer becomes involved when the diagnosis points to an internal product defect.

The issue may concern:

• power electronics;

• internal components;

• communications hardware;

• cooling systems;

• electrical insulation;

• battery cells;

• manufacturing materials.

Before approving a repair or replacement, the manufacturer may request system logs, measurements, photographs and additional technical tests.

Depending on the warranty terms, the manufacturer may choose to repair the device, replace it with an equivalent model or supply a refurbished unit.

The component should not be removed until it has been confirmed:

• whether prior authorisation is required;

• whether a return procedure must be followed;

• who is responsible for packaging;

• who pays for transport;

• whether the equipment must be retained for further examination.

Removing or disposing of the product too soon may make it harder to complete the warranty assessment.

When the insurer may be responsible

Insurance is not a replacement for product or workmanship warranties, and it does not cover every malfunction.

It generally applies to sudden external events specifically listed in the policy. It will not automatically cover manufacturing defects, installation errors, normal wear, expected degradation or issues that existed before the policy began.

A panel damaged during a severe hailstorm, for example, may lead to an insurance claim. Before repairs are authorised, the damage should be documented and any visible breakage distinguished from less obvious internal or microcrack damage. This is explored further in Daze’s guide to solar panels and hail damage.

Insurance terms differ significantly between countries and providers. The policy may also require the owner to report the incident within a set period, prevent further damage and preserve the affected equipment for inspection.

How to identify the cause of common solar PV problems

The inverter is off or displaying an error

The fault code should be recorded without repeatedly restarting the inverter or attempting unapproved repairs.

The installer should check:

• the grid connection;

• protective devices;

• the DC side of the system;

• input voltages;

• system configuration;

• the fault history.

Only after these checks can the technician determine whether the fault is internal to the inverter or caused elsewhere in the installation.

The battery will not charge or discharge

A battery that does not behave as expected is not necessarily defective.

Its operation may be affected by:

• the minimum state-of-charge setting;

• temperature limits;

• the selected operating mode;

• an incorrectly configured meter;

• communication loss;

• inverter settings;

• insufficient solar energy;

• grid or backup settings.

The entire energy storage system should therefore be inspected before the battery itself is replaced.

Solar generation is lower than expected

Reduced output does not automatically indicate a fault.

Possible factors include:

• weather conditions;

• seasonal variation;

• high module temperatures;

• shading;

• string performance;

• grid interruptions;

• inaccurate measurements;

• lost monitoring communication.

Comparisons should be made between similar periods and conditions. Comparing a cloudy day with a clear one, or a winter month with a summer month, can easily lead to incorrect conclusions.

Continuous monitoring and analysis of performance trends can nevertheless help detect unusual behaviour before it causes a complete shutdown. This is one of the main advantages of predictive maintenance for solar PV systems.

The monitoring app is no longer showing data

Missing data does not necessarily mean that the system has stopped generating electricity.

The problem may be caused by:

• a replacement router;

• a changed Wi-Fi password;

• weak signal strength;

• a cloud service interruption;

• an account issue;

• a communication module;

• an incomplete software update.

The inverter display and utility or smart meter data can help distinguish a connectivity problem from an actual generation fault.

Water ingress appears after the panels were installed

Water ingress must be investigated quickly, but it should not automatically be blamed on the solar system.

Possible causes include:

• roof fixings;

• drilled penetrations;

• displaced tiles;

• cable entry points;

• inadequate sealing;

• pre-existing roof deterioration.

Both the solar installer and a roofing professional may need to inspect the area. Removing modules immediately without first documenting the original condition could make responsibility harder to establish.

The problem appears after a fire

The priority after a fire is not to open a standard support ticket. The area must first be made safe and the instructions of the emergency services followed.

Only afterwards should the technical diagnosis, insurance assessment and formal claim process begin.

Daze’s guide to fire risks in solar PV systems explains the main causes, warning signs and prevention measures in greater detail.

Warranty support: who pays for the visit, replacement and labour?

The financial side of the intervention must be checked item by item. This is where many misunderstandings arise.

Call-out and diagnostic costs

The site visit may be included in the original agreement, covered by a service plan or charged separately.

Before the technician attends, ask about:

• the call-out fee;

• diagnostic charges;

• the work included;

• whether the fee is refunded if a covered defect is confirmed;

• whether additional costs require prior approval.

Diagnosis remains a professional service even when it does not result in the replacement of a component.

Replacement equipment

Depending on the warranty, the manufacturer may provide:

• a new product;

• a refurbished unit;

• an equivalent model;

• a repair;

• a partial credit or contribution.

It should also be confirmed whether the replacement receives a new warranty period or is only covered for the remaining term of the original warranty.

Labour and additional costs

The product warranty may not include:

• removal of the faulty component;

• installation of the replacement;

• recommissioning or configuration;

• shipping;

• scaffolding;

• lifting equipment;

• roof repairs;

• disposal.

For a module installed in a difficult-to-access location, the practical cost of replacement can be significant even when the panel itself is supplied free of charge.

Insurance payments

Even when an insurance claim is accepted, the owner may still be responsible for:

• the deductible or policy excess;

• a percentage contribution;

• costs above the coverage limit;

• excluded types of work;

• upgrades beyond reinstating the previous condition.

Lost energy generation during the shutdown is not automatically reimbursed either. It must be specifically included in the contract or insurance policy and calculated using credible production data.

How to submit an effective solar PV support request

A complete support request helps reduce delays and limits the risk of being passed between the installer, manufacturer and insurer.

Information to prepare

Before contacting support, collect:

• the system owner’s details and installation address;

• installation and commissioning date;

• purchase contract and invoice;

• component makes and models;

• serial numbers;

• commissioning and electrical compliance documents;

• single-line diagrams or as-built drawings, where available;

• the fault code;

• the date the issue first appeared;

• monitoring screenshots;

• photographs;

• previous service reports;

• information about recent work or severe weather.

The exact documents issued at commissioning vary by country, but retaining all technical, safety and grid-connection records makes future support much easier.

What to ask during the first contact

The initial request should clarify:

• whether the case has been formally logged;

• who will carry out the diagnosis;

• which checks are planned;

• whether call-out or repair fees may apply;

• whether the manufacturer needs to be involved;

• whether the insurer must be notified before work starts;

• what the next steps are;

• whether the faulty component must be retained.

What not to do before the diagnosis

To avoid affecting the warranty or a potential insurance claim, do not:

• open the inverter;

• change system parameters without approval;

• install unapproved firmware;

• replace the component before it has been assessed;

• dispose of the faulty item;

• complete permanent repairs before an insurance inspection;

• allow undocumented work to be carried out.

Documenting the issue is useful. Unauthorised intervention, however, may alter the evidence, worsen the damage or make responsibility more difficult to determine.

What to do if nobody accepts responsibility

The most difficult cases are those in which the installer blames the equipment and the manufacturer claims that the installation is at fault.

Simply forwarding emails from one party to another rarely resolves the situation. Technical evidence is needed.

Request a written technical explanation

Each party should be asked to state:

• which checks were completed;

• which values were measured;

• which causes were ruled out;

• why responsibility is being attributed elsewhere;

• which additional tests are still required.

A response such as “this is not our responsibility” does not explain the source of the problem or provide a route towards resolution.

Consider an independent technical assessment

A second assessment may be worthwhile when:

• the financial value of the damage is significant;

• the system has been offline for an extended period;

• the installer and manufacturer provide conflicting conclusions;

• no party is willing to accept responsibility;

• a formal dispute is likely.

Before the component is removed, retain photographs, serial numbers, logs and evidence of the connections. The faulty product should not be disposed of until the matter has been fully resolved.

If the original installer is no longer available

The system owner should recover as much documentation as possible, including:

• invoices;

• commissioning records;

• electrical certificates;

• system diagrams;

• manuals;

• serial numbers;

• monitoring credentials;

• previous service reports;

• warranty documents.

The manufacturer may be able to recommend an authorised service partner or a contractor familiar with the equipment.

A new installer may reasonably charge for an initial inspection, as they must understand a system they did not design or install and verify that the available documents match the actual installation.

The original installer ceasing to trade does not automatically cancel the manufacturer’s equipment warranty. It can, however, make workmanship-related faults and missing documentation more difficult to resolve.

How to assess after-sales support before buying a solar PV system

The best time to understand how after-sales support works is before signing the contract.

When comparing a solar PV quotation, it is not enough to look at system capacity, price and warranty duration. It is equally important to understand how problems will be handled after commissioning.

Useful questions include:

• Who receives support requests?

• Is there a formal ticketing system?

• Who performs remote diagnostics?

• Who opens warranty cases with manufacturers?

• Is the call-out included?

• Is replacement labour covered?

• Are authorised technicians available locally?

• Will the owner receive all monitoring credentials?

• What happens if a product is discontinued?

• Is paid support available after the initial warranty or service period?

The quality of post-installation support should be one of the factors considered when choosing a qualified solar PV installer.

A quotation may initially appear competitive, but become far less attractive if nobody is available to diagnose faults or coordinate a warranty case when a problem occurs.

Frequently asked questions about solar PV system support

Who should I call if the system is not generating electricity?

The first point of contact is normally the installer or company that supplied the complete system. They should check the inverter, modules, wiring, grid connection and monitoring platform.

Does the warranty also cover call-out and labour costs?

Not necessarily. The warranty may only cover the faulty product. Site attendance, removal and reinstallation must be checked in the original contract and warranty terms.

Can the manufacturer require me to go through the installer?

Yes. Many manufacturers require technical tests and measurements to be completed by an installer or authorised service partner before approving a repair or replacement.

Can I use a different installer for the repair?

Yes, but the warranty conditions should be checked first. The new contractor may also need to reconstruct the system configuration and document its condition before starting work.

Can an insurer dispute the claim if I repair the system immediately?

Repairing the system without first documenting the damage or following the policy procedure may make the claim harder to assess. Urgent work required to make the site safe should be distinguished from permanent repairs.

Who pays if the cause cannot be identified?

If no covered defect, insured event or responsible party can be established, the diagnostic cost may remain with the system owner. For higher-value cases, an independent technical assessment may be appropriate.

Solar PV system support: diagnose the fault before assigning responsibility

When a solar installation develops a problem, immediately looking for someone to blame can send the case in the wrong direction. The cause must come first.

The installer is normally the first contact for workmanship, wiring, configuration and overall system performance. The manufacturer becomes involved when a product defect is identified. The insurer assesses losses caused by events covered under the policy.

A well-managed case should answer four questions:

1. What caused the problem?

2. Who is responsible for resolving it?

3. Which warranty, contract or insurance cover applies?

4. Which costs, if any, remain with the system owner?

A properly documented report, a clear technical diagnosis and written approval before repairs begin can significantly reduce delays and disputes. They also help ensure that the system is restored without compromising warranty rights or a potential insurance claim.