Overview: If you encounter an error during the Wi-Fi configuration process, follow these steps to troubleshoot and resolve the issue.
Steps to Troubleshoot Wi-Fi Configuration Errors:
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Identify the Error:
- If you receive an error message at step 8 (“Something went wrong”), take a screenshot of the error.
- If you receive an error message at step 8 (“Something went wrong”), take a screenshot of the error.
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Gather User Information:
- Note the email address you are using to log in to the app.
- Check if the charger was ever connected to Wi-Fi.
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Contact Support:
- Provide the screenshot of the error and the email address used to log in to the app to the support team.
- Inform the support team if the charger was ever connected to Wi-Fi.
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Support Team Actions:
- The support team will check if the charger is associated with any users.
- If the charger is associated with a user, the support team will remove the charger and the user from the server.
- If the charger is not associated with a user, the support team will investigate the bug.
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Reset Wi-Fi Board:
- Once the support team confirms that the charger has been removed from the server, reset the Wi-Fi board on your charger.
- Follow the setup process again to add and connect the charger.
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Further Assistance:
- If the error persists, the support team will escalate the issue for further investigation.
Additional Notes:
- Chargers with serial numbers starting with
GRS-1…are not compatible with ChargeLab. Forward these issues to UC. - If engineers add a charger manually, you must delete the charger from the app, reset the WiFi board, and reconnect.
- As a last resort, support may provide instructions to enter WiFi credentials via the URL
192.168.4.1. - Chargers showing “unsupported FW version” errors should be resolved with a firmware update. If issues persist, contact UC for the upgrade program.