Charger Troubleshooting Tips

Steps to troubleshoot a charger:

1. Go to the charger detail page of the specific charger you are trying to troubleshoot.

• On any page where you see a specific charger, simply click on the charger's name to be directed to its detail page.

Click into the charger you want to troubleshoot.

Once on the charger detail page click into the statuses tab

Example of a fully connected charger with no status issues:

Example of a charger experiencing issues that prevent it from charging:

2. Start by checking general information. 

• Charger link status: Should be 'Connected' to indicate that the charger is communicating with InControl.
• OCPP status: Should be 'Available' if the charger is waiting to be plugged into a vehicle and dispense energy. 
• Commissioning status: Should be 'Commissioned'. 
• Managed Status: Should be 'Active'. 
• Live/Test: Should be 'Live'.
• Connector State: Should be 'Available'. 

3. On the right side of the charger detail page, you will see the connector status section.

• Connector type (e.g., CCS1): Should say 'Available'. 
• Charging indicators: Look for information like charging current, power, and voltage. If it says, "Waiting for the vehicle," ensure vehicle is properly connected.

4. Review Advanced Information 

• Installation date: Confirm the installation date. 
• Activation date: Check when the charger was activated. 
• Warranty expiration date: Note the warranty details.

5. Verify Physical Connection

• Ensure all physical connections are secure and that the charger is receiving power. 

Resetting Charger

Soft Reset: This will only perform a software reset. 

• Good for recovering any interrupted charging sessions. 

Hard Reset: This will perform a full hardware unit power cycle. 

• Used to clear any charger faults. 

Resetting a charger will put it into an unavailable status while it goes through its entire reset cycle. The reset cycle can take up to fifteen minutes before connectivity is restored and unit is operational again.

If a charger is offline, you won't be able to perform a reset until it reconnects to the network.

You may not be able to perform a reset on chargers that are set up with credit card or app payment options.

Resetting a charger resolves approximately 75% of common issues

If these troubleshooting steps don't restore the charger to working order, refer to the 'Requesting Service' section of this guide for further instructions.