This guide provides assistance for situations where issues occur during the station identification process in the reev eWizard. Such issues typically occur when the charging station cannot be identified or when the station is identified but offline. The following sections explain the two known use cases, what causes them, and what actions can be taken to resolve them.
Use Case 1 – Station identified but not online
In this case, the eWizard successfully identifies the charging station, but the station appears offline. This means the device is recognized by the system, but it is not currently connected to the network or cannot communicate with the reev backend.
Common causes may include
The station is powered off or not properly connected to the power source.
Network connection is unstable or disconnected.
Local network configuration (LAN/Wi-Fi) does not allow external communication.
Backend configuration is not correct.
Resolution Steps
The eWizard will display a notification indicating that the station is offline.
A support article link will be provided within the eWizard, which provides detailed troubleshooting steps to bring the station online.
After following the troubleshooting guide and restoring connectivity, you can return to the eWizard and retry the identification flow.
Once the station comes online, the setup can continue normally.
The connector status will update automatically when the communication is restored.
Use Case 2 – Station Identifier Cannot Be Found
In this scenario, the eWizard cannot identify the charging station’s identifier.
Common causes may include
There is a typo or incorrect value entered in the serial number or charge box ID.
The station has not yet been configured with the reev backend as expected.
This issue prevents the eWizard from linking the physical device to its digital counterpart in the reev system.
Resolution Steps
The eWizard provides troubleshooting guidance within the installation flow.
First, the entered identifier should ne verified:
Double-check for typos or incorrect characters in the serial number or charge box ID.
Confirm that the identifier matches the label on the physical charging station.
If the identifier appears correct, the next step is to review the backend configuration guidelines.
For the most common station models, the configuration guidelines are accessible via a reference link directly in the eWizard, to help ensure a correct backend setup.
After completing these checks, the eWizard will display the typical troubleshooting flow, outlining next steps to re-attempt station identification.
If the issue persists after following the guide, the electrician should verify the charger’s backend configuration and network settings before restarting the flow.
The reev eWizard includes links to support articles and configuration guides directly within the setup process. These resources cover the most common connection and configuration issues and provide step-by-step instructions to help complete the installation successfully. We advise to complete all troubleshooting steps within the eWizard before contacting the reev Support.
If the issue cannot be resolved after following the guidance, please contact reev Support at [email protected] with details about your station model, serial number, and the issue encountered.