I signed up for a new solar system installation in early July of 2025. My solar installer more or less completed the installation the Monday of XMAS week, but when they attempted to "commission" the system, they did something that screwed up the dongle and were unable to get the system up and running. I have several issues with our installer and as of today (Jan 7th), still do not have an operation system. Our system is also not able to pass final inspection as the installer is apparently unaware of 2023 code requirements.
As I understand it, in the original attempt to startup the system the tech was able to connect to the dongle and connect it to our home Wi-Fi system. He then must have done something incorrectly that ended up locking out the dongle. I have been trying to get our installer out to correct the code issues and replace the dongle (that's what they said was required). I think the dongle is probably just fine and needs to have its record reset by EG4. I am not getting any satisfactory response from our installer and hoping I would be able to connect directly with EG4 to get my system up and running.
I submitted a help request and received an automated reply that my request was received, but have not heard back. I have also attempted (several times) to call for help support using the phone number provided in the automated reply. It appears there is no actual help support. So how do I get my problem resolved? I have been reading other posts, etc and have learned getting through to support can take weeks. When I first signed up for this solar project and learned the solar company was going to use EG4 products, I looked into the company and their products and was quite excited as it all appeared to be really good stuff. What has turned out is my solar company has been awful and now I have a $40k non-working system and getting support from the equipment manufacturer is not possible. So much for the $12k Federal & State tax credit...
I would like to get this system up and running myself, but you need an installer code to do anything. I have been unable to get that code from my installer. If EG4 is designed for DIY, how is that possible if you can't get an installer code to setup your system or create an account with their app?
