MAKING THE DIFFERENCE TO OUR CUSTOMERS
Complete service across modules and system solutions
Globalised support in over 20 countries
Quick feedback to satisfy your needs
Training and technical support
· What information do I need to file a module claim and how do I submit a claim?
Our limited warranty statement describes clearly how to submit a claim, what is needed to file a claim and the contact information. The limited warranty statement can be downloaded on the download page.
· When does my warranty start?
The warranty effective date shall be defined as the date of installation or ninety (90) days after delivery by Canadian Solar to the Buyer, whichever date is earlier.
· Where can I find the modules UL or IEC certification?
Our module certifications can be found under the download center product downloads
· Is the module tested for ammonia corrosion and salt mist? Where can I find this information?
Yes, our VDE certification can be found under the download center product downloads.
· What is the fire performance rating for Canadian Solar modules?
Type 1 for standard modules and Type 3 or 13 apply to double glass module fire performance. This is reflected on the modules datasheet and CSA certificate.
· How do I comply with an AHJ requesting a class A fire rated system?
Canadian Solar modules have a fire rating. You can find this info on the back of the data sheet, as well as our attached CSA certificate (UL1703). Submit both when submitting plans to the AHJ plan checker. Since most California buildings have a Class A or B roof fire rating, you need to select a mounting method that has been fire tested and has achieved a Class A or B rating utilizing a Type 1 module. This will give you a System rating of Class A, and will put you in compliance with the current building rating.
· Do I need to clean my modules?
Modules with sufficient tilt (at least 15°), generally may not require cleaning (rain will have a self-cleaning effect). Annual maintenance is recommended to avoid soiling. If the module has become soiled, wash with water and a non-abrasive cleaning implement (sponge) during the cool part of the day. Do not scrape or rub dry dirt away, as this may cause micro scratches.
· What can happen if I do not clean my modules?
Hot spots can develop if panels are not cleaned. These hot spots can affect the performance of the entire system. It is suggested you increase the annual maintenance program for projects that may be exposed to high levels of soiling; this will help ensure the long-term performance and reliability of the system. Constant shading conditions can affect module service lifetime, due to accelerated ageing of the encapsulated material and thermal stress on the bypass diodes.
· When should I wash my panels?
To avoid thermal stress, early morning or late evening is best. If you must clean during the daytime operations ensure the temperature is around 25℃.
· What mineral content should be considered for the water used for washing panels?
Low mineral content ≤ 300 PPM, water quality: Water with high mineral content will deposit on the glass and can affect the modules AR coating; this will reduce the glass transmittance and the module CTM. Low mineral content means the mineral concentration of the mineral such as Ca2+, Mg2+ should be low, 300ppm is highly recommended.
· What PH levels should be considered when washing panels?
Near neutral PH is reccommended. This means the water must be PH≈7. Water with a PH＞7, at this point the water will be alkalinity, and posssibly lead to corrosion on the glass and can be detrimental to the modules AR coating. Water with acid which is PH＜7, contains hydrofluoric acid and is forbidden, we recommended weak acidic cleaning solution to be used after technical confirmation. Please contact technical support for assistance.
· What type of hail impact can your modules withstand?
Our modules are certified to comply with the following standards for safety impact, with IEC being more specific for hail impact:
• UL1703 (NA standard) requires a safety impact test: A steel ball is dropped from a set height until it shatters the glass – Then the module is tested to make sure that it is still safe and there are no risk for electrical shock. It fails the certification if it is not safe.
• IEC61215 (International Electrotechnical Commission standard) requires a hail test performed with a 25mm ice ball fired at 23m/s – at 11 specified locations in the module glass. The module has to not shatter and the power loss cannot be more than 5% from original measurement after the ice balls have impacted the glass. It fails the certification if the module glass is shattered or if the power loss is greater than 5%.
We have performed an enhanced hail test with our modules, which is stricter than IEC standards. The test was performed with an Ice ball the diameter of 45mm that is larger than golf ball with successful results. The velocity equates to 110 Km/h with an 86.4 Km/h at the lower values.
· Do your modules have drain holes for water to weep through?
Yes, they are located on the backside of the module and can have up to 16 locations depending on the production period.
· Can an additional ground or mounting hole be drilled into the frame without voiding the modules warranty?
No, please use the holes provided, any additional hole added can compromise the mechanical integrity and workmanship of the module.
· How do the cell and modules (mono and poly) perform with respect to PID effects?
Canadian Solar modules passed the PID testing put forth by PVEL, PI-Berlin and Franuhofer ISE, etc. (IEC conditions). The three organizations mentioned above are some of the top solar-module testing laboratories in the world. Canadian Solar modules have also been certified in accordance to UL 1703 standards through the CSA certification body. PV modules built with Canadian Solar cells showed great PID stability. 70% – 80% of the degradation was recovered by reversing the polarity for 48 hrs. Leakage current has no correlation to PID sensitivity. All modules exhibited minimal degradation with positive bias. Charge transfer had no correlation to degradation magnitude.
· What type of wire can I use with your modules T4 connector?
Utilize USE-2 or PV wire, which is 90 ° C wet rated. Ensure the cables OD range meets our minimum requirements outlined in our T4 connector installation manual.
· What is MPPT？
MPPT means Maximum Power Point Tracking, which means the inverter will always track the maximum power of the PV string and make sure the PV string work at maximum power condition.
· How to choose the right inverter in for my PV system?
The inverter is selected according to system requirements. The inverter power should match the maximum PV modules power, and the DC/AC ratio should match the radiation condition, basically 1.1 to 1.3 DC/AC ratio can be selected, and Canadian Solar inverter support 1.3 DC/AC ratio.
· Does the inverter support remote control? What are the functions?
Canadian Solar inverter supports remote control, including Grid ON/OFF and power factor setting.
· Does Canadian Solar inverter has lightning protection module integrated in?
Yes, lightning protection modules are integrated on both DC and AC sides.
· What are the differences between UL and IEC version inverters?
The only difference is UL version inverter has an extra wiring box.
· Can the inverter only generate an active power?
The inverter can generate active power and reactive power. The output can be adjusted according to customer requirements. Generally, the active power is fully generated by default.
· Can the inverters be installed outdoor?
Yes, it can. The product is designed according to the IP65 ingress protection degree which is suitable for outdoor installation. It is recommended to avoid direct sunlight exposure during outdoor installation.
· When will the inverter resume power generation in the morning?
The inverter starts to resume power when it detects DC string voltage reaches the starting voltage and the power reaches 10W.
· Will the inverter consume power at night?
The inverter will shift to standby mode at night, and the power consumption is less than 1W per inverter.
· Does the inverter need to be manually turn on/off every day?
No, it will start/off itself, without having to manually control it.
· Can I still ask Canadian Solar for maintenance service after the warranty expired?
Yes, there are two ways to get the maintenance service, buy extended warranty from us or pay according to maintenance service items.
· How much electricity can be generated from a solar system?
The power generation=installation volume x system efficiency x light duration hours
For a 3kW solar system in Suzhou, China, the annual power generation is around 3,864 KWh(3,000×0.80×1061)
· How calculate the installable area ?
Every 7 M² can install around 1kw for sloping roof, and every 10 m² for 1kw for flat roof. The specific installable size needs to be determined after on-site investigation.
· If the roof doesn’t face to the sun, can I install the solar system?
Yes, the installation direction facing to the sun is the best, and the amount of electricity generated will be a little bit less when in other directions. The power generation is 100% while facing to the sun without any shading.
· On rainy days, the electricity generated will be less, will it affect the home load?
In on-grid mode, the public grid will supplement the gap. Take China for example, the electricity generated by the solar system will be used by family load first. When the real-time power generation exceeds the real-time electricity consumption needed, the extra part will automatically connect to the grid. In the contrary, the grid will supply the gap to family load.
· Is it safe under thunderstorm weather?
Yes, the system is safe. The equipment such as DC&AC distribution box and inverter have such protection function. In addition, metal parts like racking are all grounded to ensure the safety of thunderstorm weather.
· How to monitor the system power generation?
The package contains a GPRS/WIFI sticker, which can monitor the system power generation in real time through mobile APP/WEB.
· Will the dusts on module affect the power generation?
The influence will be very small if no obvious shading. In addition, the glass of the solar module has the self-cleaning function on the surface. Also on rainy days, the rain water can wash away the dirt on the surface of the module.
· How to maintain the solar system?
Local distributors will be responsible for after-sales service. The users only need to check regularly whether there’s abnormality, eg. Peculiar smell, abnormal sound, etc., periodically clean the components to ensure the optimal power generation in the morning or evening when the temperature difference is not large.
· Is there any light reflection or pollution from the solar system?
Normally，solar modules use coated tempered glass with anti-reflection film to increase light absorption so as to increase power generation efficiency. Traditional curtain wall glass or automotive glass has a reflectivity of 15% or more, while photovoltaic glass from first-class module manufacturers has a reflectivity of less than 6%, the influence is very small.
US & Canada
Canadian Solar Inc.
Customer Service Department
3000 Oak Road, Ste. 400 Walnut Creek, CA 94597
Tel: +1 855 315 8915
Canadian Solar MSS (Australia) Pty Ltd
44 Stephenson Street
Cremorne VIC 3121, Australia
Tel: +61 3 8609 1844
Europe, Middle East & Africa
Canadian Solar EMEA GmbH
Customer Service Department
Landsberger Strasse 94, 80339 Munich, Germany
Tel: +49 89 5199689 0
Canadian Solar Japan K.K.
Customer Support Department
Round-Cross Shinjuku 5-Chome 8F
5-17-5 Shinjuku Shinjuku-ku
Tokyo, Japan 160-0022
Tel: +81 3 5291 8591
China & Rest of Asia Pacific
Canadian Solar Inc.
Customer Service Department
199 Lushan Road, Suzhou New District Jiangsu China, 215129
Tel: +86 512 66908088
Canadian Solar Brazil
Customer Service Department
999 Roque Petroni Junior Avenue, 4th floor，
Vila Gertrudes, São Paulo 04707-910
Tel: +55 11 4637-2276 or 0800 878 3587