FAQs and Support

Thank you very much for your interest in Solariver's solar water pumps and kits.

Solariver products are designed for quick and easy setup and reliable long-term use, but sometimes customers have a little trouble getting started. Not to worry, we’re here to help. If you’ve tried the solutions below and are still stuck, feel free to get in touch with us Monday - Friday, 9:00am - 5:00pm EST.

We love hearing from you and seeing all the amazing and unique ways you’re using Solariver products, please feel free to share them with us by tagging @solariverusa on Facebook, Instagram or submitting through our contact us form

Use the quick links below to get you the information you're looking for regarding frequently asked questions, getting started, directions for use and troubleshooting.

Getting Started - Quick Start Guide 

Troubleshooting Guide

How-To Clean Your Solar Water Pump (12W and 20W)

Frequently Asked Questions

 

Getting Started - Quick Start Guide

  1. First, submerge pump in water. The pump will not* run if it is plugged in and then put underwater, it needs to be underwater first.
  2. Next, connect the pump to the solar panel by matching up the flat sides of the two connectors. Pump will not work if not correctly connected.
  3. Place solar panel in full sun. The solar pump will work when it is cloudy, but not when shade is created by solid objects such as your person, buildings, branches, leaves or shadows covering the panel.
  4. Assemble extension tubes and select nozzle. See the instruction manual for further details for your project and application. Have fun testing the different attachments!

Download the quick start guide (.pdf) or watch the video below for more details.

  

Troubleshooting Guide for 12W, 20W, AND 70W SOLAR PUMPS AND PUMP KITS

If you have set up your pump and it doesn't start running please follow these easy steps:

  1. Confirm your solar panel is placed in full sunshine. It will work through clouds, but not shade, so make sure there are no obstructions like branches, leaves or shadows covering the panel. Note that thick cloud cover may reduce the power of the pump as the clouds pass over, but it will resume when the sky clears.

  2. Solariver solar water pumps are equipped with dry-run protection to protect the pump from burning out if it is not completely submerged.

    The pump will not run if it is plugged in and then put underwater, it needs to be underwater first.

    If the pump is not running, try unplugging the pump from the solar panel cord and placing the pump underwater first. Give it 15 seconds of submersion and then plug it back into the solar panel.  This will reset the dry run sensors.  It should start pumping.

  3. Then please double confirm the cord is connected properly.  This can be tricky at times.  There is a flat side to the connectors that needs to be matched up. If they are not matched up the pump won't receive power from the solar panel.

    solar pump connectors
    Also make sure the waterproof connector is tight, if water gets in there it can stop the pump, in that case it just needs to dry out completely.

  4. The 12W and 20W kits feature a variable flow dial on the front of the pump. This dial, when turned to Min will completely shut off water flow, make sure to turn this dial towards Max to increase flow.

  5. Confirm the filter is clean and the inside of the pump is clear. Debris in the pump or in the filter will reduce/stop the pump from doing its job.

  6. If the pump still isn't working after trying the above, please place your hand on the pump while it is underwater and plugged in and to identify whether it is a) running and not pumping or b) it is not running at all. In either case, please email us at info@solariverusa.com and we can go from there.

How-To Clean Your Solar Water Pump (12W and 20W)

 

Frequently Asked Questions

How do I know what pump is right for my project?
Our solar water pumps are made for fountains, waterfalls, ponds and agriculture projects. Selecting the right pump depends on what you’re creating, where you live and if you need the water to travel vertically. Take our quiz to find out which pump is right for you or explore product recommendations for fountains, waterfalls and large water features, aeration for ponds and agriculture.

My pump stopped working, or seems to be weaker and pumping less water.
The pump may become clogged with debris if the pool or pond is dirty. It's advisable to open up the pump and clean the small mesh filter inside and confirm there are no obstructions in the pump. Also, on the 12W and 20W solar pump kits make sure the variable flow dial is turned towards Max.

See the troubleshooting section of this page if you are still experiencing issues.

I connected my pump and panel system, but it isn't working. What should I do?
Ensure the solar panel is in full sunlight. If it is then check the connection between pump and panel. The positive and negative terminals must be properly aligned. You can check this by making sure both flat edges of the connectors are flush. Last, check the filter to be sure it's not clogged.

See the troubleshooting section of this page if you are still experiencing issues.

Does the whole solar panel need to have direct sunlight in order to work?Even on a cloudy day, our solar panels will often still provide some power to the pump. This is because a certain amount of photons still penetrate the cloud cover and hit the panel.

However, if there are any close-up obstructions, such as shadows from trees or your person, the solar panel will not be able to provide power. Even a small shadow on one section of the panel may disable it.

Can the pump run without water?
Our new pumps (released March 2020) are now all dry-run protected. This means as soon as the water level gets too low they will automatically shut off.

Our first-generation water pumps are not dry run protected (if you purchased before February 2020). Therefore, if the pump runs dry for any amount of time, it is subject to failure. Be careful not let too much water evaporate from shallow fountains, pools, etc.

There's a little box on the back of the solar panel. Is this a battery?
The solar panel itself does not have a battery. The small box on the back of the panel is a junction box. 

Do you offer a kit with battery backup?
We do not offer a kit with battery backup at this time. It is possible to add your own battery but this requires some experience with electrical wiring and we do not provide instructions on how to do this. Also, any modifications to the system will void the warranty.

What is your return/warranty policy?
We offer a 1 year, 100% money back guarantee if any of our products fail.

 

For any other questions, comments, or concerns, contact us. We'd love to hear from you and what other products would help you accomplish your solar water feature design goals. Drop us a note.