If you notice a circuit has no power, but the SPAN Home app says it's on, this is likely an indication that the physical breaker in the SPAN Panel has been tripped.
The SPAN Home app does not currently send a notification when a breaker has tripped. The Home App circuit controls are not impacted when this occurs, so the circuit will appear to be powered on even when power has been lost.
This is because SPAN does not physically interact with the breaker. The Panel will open or close relays behind the breakers based on whether the system is on grid or not. SPAN itself does not control the physical breaker in the Panel and is not causing the breaker trip.
Troubleshooting Steps
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Toggle the Circuit
Open your SPAN Home App, go to “Circuits,” click on the circuit in question and toggle the on button off and back on. Check the circuit to see if it is working. -
Check the Physical Breaker
Open your SPAN Panel door and check if the circuit is tripped. If it is, reset the physical breaker in the Panel by flipping it from the completely "on" position to completely "off" position and back to completely "on" position. Check the circuit to see if it is working. -
Check for Any Tripped GFCI Outlets
If you have GFCI outlets on the circuit, it may need to be reset. When a GFCI outlet trips, it quickly disconnects the current flowing through an unintended ground path even if the amount of current is too small to trip a typical circuit breaker. Pressing the reset button may resolve the issue.-
- First, unplug any appliances plugged into the same circuit as the GFCI.
- To reset a GFCI outlet, look carefully at the two little buttons on the front of the outlet. Press the one that says RESET.
- Usually, the RESET button is red, while the TEST button is black.
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Use Emergency Reconnect
If you have a SPAN Panel MAIN 32, you can use Emergency Reconnect to try to force all circuits in the panel to turn on. If you have a SPAN Panel MAIN 40 or SPAN Panel MLO 48 and have an alert in your SPAN Home App that states that your panel is offline, follow the instructions in the alert. Not sure which panel you have? Check out this article: How do I know which SPAN Panel I own? - Check Alexa
If you use have integrated an Alexa with your panel, check your SPAN Home App feed to see if Alexa has been told to turn off this circuit.
If the breaker is not tripped, and you have completed the above troubleshooting steps, please contact SPAN Support and provide the Panel serial number and the affected circuit number(s).