⚠️ Important Notes
Work on electrical installations may only be carried out by qualified personnel.
Before starting any troubleshooting:
Ensure there is no risk of electric shock.
Check the firmware version and perform an update if necessary.
Document all actions taken (date, time, and steps).
Common Problems
Charging station offline
Error message displayed
Incorrect or incomplete configuration
Network issues (LAN, Wi-Fi, mobile network, firewall, router)
1. Charging Station is Offline
If the station appears as offline in the backend or portal:
Step 1: Restart the Infrastructure
Completely disconnect the charging station from power (breaker or main switch).
Wait about 1 minute, then turn it back on.
Allow up to 15 minutes for the connection to reestablish.
Check in the backend whether the station is now shown as online.
Step 2: Check Connectivity
Using the station’s user interface (locally via Wi-Fi hotspot or IP address), verify:
Network status under Status → Network connection
Connection type (LAN, Wi-Fi, mobile)
IP address, gateway, and DNS settings
If shown as Offline or Inactive:
Inspect network cables and switches for defects.
Restart the router or firewall.
For mobile connections: Is the SIM card inserted correctly? Is reception sufficient? Are the APN settings correct?
Step 3: Check Firewall and Router Settings
The following outbound ports must be open:
TCP Port 443 (HTTPS / backend communication)
No port forwarding is required.
2. Error Message on the Charging Station
If an error is displayed (e.g., error code or red blinking LED):
Most manufacturers explain the error codes in their manuals—please consult those for specific meanings.
Step 1: Restart
If the station is online: perform a remote restart via the portal.
Otherwise: power off the station, wait 1 minute, and power it on again.
Step 2: Visual Inspection
Check connectors, charging cable, residual-current device (RCD), and fuses.
Look for visible damage or loose wiring.
Step 3: Create Diagnostic Data
Export the station’s diagnostic file or log file.
Take screenshots of relevant settings.
Send the data and a short error description to the manufacturer or a qualified electrician.
3. Check Configuration
Incorrect OCPP or network parameters are common causes of communication errors.
Key Points:
Verify that the OCPP endpoint (URL and port) is entered correctly.
The station’s system time must be accurate (time offsets >5 minutes can prevent authentication).
For static IPs: ensure that DNS server and gateway are configured.
For DHCP: confirm that the IP address has been correctly assigned.
If network issues persist, contact your network administrator or IT department.
4. Network Issues (LAN, Wi-Fi, Mobile)
LAN Connection
Check network cables for damage and replace if needed.
Verify the station is on the same subnet as the backend.
Enable DHCP if no static IP is configured.
Wi-Fi Connection
Check Wi-Fi signal strength.
Verify that the credentials are correct (no typos).
If the access point isn’t visible, restart the station or use an alternative configuration method (LAN or USB).
Mobile Network (SIM)
Ensure the SIM card is correctly inserted.
Confirm APN settings are correct.
Check mobile signal strength at the installation site.
If multiple stations share a SIM, make sure the controller station with the active WAN router is properly configured.
General Tips for Unexplained Issues
Ensure firmware is up to date.
Generate and review diagnostic files for error messages.
Temporarily bypass network components (router, firewall, switches) to isolate the issue.
After major network changes (e.g., new router or firewall), recheck configuration settings.
Final Steps & Escalation
If the issue persists after all troubleshooting steps:
Gather diagnostic files, screenshots, and an error description.
Note the time and serial number of the station.
Contact support (either the backend operator or the hardware manufacturer, depending on system setup).
✅ Technician Checklist
Checkpoint | Done |
Station restarted | ☐ |
Firmware up to date | ☐ |
Network status checked | ☐ |
IP & DNS settings verified | ☐ |
Firewall/ports checked | ☐ |
Diagnostic file created | ☐ |
Support contacted | ☐ |