Many charger level problems can be solved with a remote reset or physical reboot. Examples of issues that you might encounter include:
One common issue is that the charger status might get stuck on ‘SuspendedEv’ or fail to progress beyond the ‘Preparing’ stage. Another frequent problem is the charger going offline despite having good network connectivity.
Soft Reboot
To perform a soft reboot, follow these steps:
If you are using a device with a large screen, start by clicking "Chargers" in the sidebar. For those on compact screens, click the triple bar menu located at the top left corner and select Chargers from the menu. Once you are on the Charger page, identify and select the specific charger you wish to interact with. This action will provide you with detailed information about that particular charger. Look for the Reboot button, which instructs the EV charger to restart itself using a “soft reboot”. Depending on the EV charger model and firmware version, this process may take anywhere from 30 seconds to several minutes to complete.
It is important to note that soft reboots do not resolve all issues. In some cases, you may still need to perform a “hard reboot” by physically turning the charger off and back on at the breaker level.
Hard Reboot
Please proceed with caution and ensure safety at all times when handling electrical components. If you are uncomfortable performing these steps or the issue persists after the reboot, do not hesitate to contact us for further assistance. Our team is here to ensure your charging experience is seamless and safe.
To perform a hard reboot, follow these instructions:
- Locate the dedicated breaker on the electrical panel. Most chargers are connected to a dedicated breaker in the electrical panel, so you will need to identify the breaker that corresponds to your EV charger. If your system has a power cutoff switch (usually installed near the charger), you may use this instead.
- Turn off the power by switching off the breaker or the power cutoff switch to completely power down the charger. This step is crucial for resetting the system. After turning off the power, please wait approximately 30 seconds. This pause allows the charger's internal systems to fully reset.
- Turn the power back on by switching the breaker or power cutoff switch back to the 'on' position to restore power to the charger. Once the power is restored, observe the charger for a few minutes to ensure it is operating correctly.
Once the power is restored, observe the charger for a few minutes to ensure it is operating correctly. You should see normal operational lights and, if applicable, the charger's screen should display standard startup information.