This article describes common causes of faults in charging stations and outlines the steps that can be taken to diagnose and resolve them.
Prerequisites
The following prerequisites must be met before starting any troubleshooting:
You are a qualified electrician or have been authorised by the operator.
There is no risk from electrical voltage.
The current firmware version of the charging station is known. Perform an update if necessary.
All measures taken are documented (date, time, steps).
Note: Work on electrical installations must only be carried out by qualified personnel.
Common Problem Categories
The following categories cover the most frequent error patterns:
Charging station offline
Fault message on the charging station
Incorrect or incomplete configuration
Network issues (LAN, WLAN, mobile, firewall, router)
Charging Station is Offline
If the station is shown as offline in the reev Platform, proceed as follows.
Step 1: Perform a Restart
The following steps restart the charging station:
Disconnect the charging station from the power supply completely (via the fuse or main switch).
Wait at least 1 minute.
Switch the power supply back on.
Wait up to 15 minutes for the connection to be re-established.
Check in the reev Platform under Charging Infrastructure -> Charge Points whether the station is shown as online again.
Tip: For more information on restarting a charging station, see the article Restart Charging Station.
Step 2: Check Connectivity
Access the station's user interface locally (via WLAN hotspot or IP address) and check the following:
Open the section Status -> Network Connection.
Note the connection type (LAN, WLAN, or mobile).
Check the IP address, gateway, and DNS settings for completeness and accuracy.
If Offline or Inactive is displayed, additionally check:
Network cables and switches for defects.
Router or firewall: restart if necessary.
For mobile connections: Is the SIM card correctly inserted? Is the signal sufficient? Are the APN settings correctly configured?
Step 3: Check Firewall and Router Settings
The following ports must be open for outbound traffic:
TCP Port 443 (HTTPS / backend communication)
Note: No port forwarding is required. Inbound connections do not need to be opened.
Fault Message on the Charging Station
If a fault is displayed – e.g. an error code or a red flashing LED – proceed as follows.
Note: Error codes are manufacturer-specific. The meaning of each code is documented in the manufacturer's operating manual. Refer to this during diagnosis.
Step 1: Perform a Restart
The following options are available for restarting:
Perform a remote restart via the reev Platform (only possible if the station is online).
Alternatively: Disconnect the station from the power supply, wait 1 minute, and switch it back on.
Step 2: Carry Out a Visual Inspection
Check the following components for visible damage or abnormalities:
Connectors and charging cable.
RCD (residual current device) and fuses.
Cables for loose connections or damage.
Step 3: Create a Diagnosis
The following steps support further fault analysis:
Export the diagnostic file or log file from the station.
Save screenshots of the current settings.
Forward this data along with a brief fault description to the responsible manufacturer or qualified electrician.
Check Configuration
Incorrect OCPP or network parameters are common causes of communication issues. Check the following:
OCPP endpoint: URL and port are entered correctly.
System date: The date and time of the station are current. Time differences of more than 5 minutes can prevent authentication.
Static IP: DNS server and gateway are defined.
DHCP: Check whether the station has been correctly assigned an IP address.
Note: For network issues, contact the network administrator or the operator's IT department.
Network Issues
LAN Connection
The following points should be checked for LAN issues:
Check the network cable for defects and replace it if necessary.
Ensure that the station is on the same subnet as the backend.
Enable DHCP if no static IP address is being used.
WLAN Connection
The following points should be checked for WLAN issues:
Check the WLAN signal strength at the station's location.
Check the access credentials (SSID and password) for typos.
Is the access point visible? If not: Restart the station or configure it via an alternative interface (LAN or USB).
Mobile Connection (SIM)
The following points should be checked for mobile connection issues:
Is the SIM card correctly inserted?
Are the APN settings correctly configured?
Is the mobile signal sufficient at the location?
For multiple stations sharing one SIM card: Is the controller station correctly configured with the active WAN router?
Tip: For unexplained connectivity issues, network components (router, firewall, switches) can be temporarily bypassed to test whether the connection works outside of these components.
Closing Steps and Escalation
If the issue persists after completing all steps, collect the following information and contact support:
Diagnostic files and screenshots.
Fault description with the date and time of first occurrence.
Serial number of the affected charging station.
Documentation of all measures already taken.
Depending on the system architecture, contact the backend operator or the hardware manufacturer.
Note: Never transmit access credentials or OCPP credentials unencrypted via email. Use secure transmission methods.
Checklist for Electricians
The following check points should be completed before escalating:
Check point | Done |
Station restarted | ☐ |
Firmware up to date | ☐ |
Network status checked | ☐ |
IP and DNS settings correct | ☐ |
Firewall and ports checked | ☐ |
Diagnostic file created | ☐ |
Support contacted | ☐ |
Frequently Asked Questions
How long should I wait after a restart before taking further steps?
Wait up to 15 minutes after a restart before taking further action. The time required to establish a connection can vary depending on the network type and station.
Can I also carry out the diagnosis remotely?
Some diagnostic steps – such as the remote restart or checking the online status – are possible via the reev Platform under Monitoring -> Charging Infrastructure. A complete diagnosis generally requires local access to the station.
What should I do if the error code is not listed in the operating manual?
Create a diagnostic file and contact the manufacturer directly. Have the serial number, error code, and a fault description ready.
Do I need to restart the station after making a configuration change?
Yes, many configuration changes – particularly to network and OCPP settings – require a restart to take effect.
Who is responsible if the station remains offline after all steps have been completed?
Depending on the system architecture, contact the backend operator or the hardware manufacturer. Prepare all diagnostic data and the checklist to speed up the process.