How to Troubleshoot Faulted Chargers

Chargers can experience a range of faults for different reasons. In this article, we will explore common faults and provide you with troubleshooting steps to resolve them.

Overview

Quickly identifying and addressing charger faults is crucial for maintaining a dependable charging network. These faults may arise from a variety of sources, including hardware problems, software or firmware issues, or problems with network connectivity. 

While there are common types of faults that can occur across different charger models, the specific fault codes may vary depending on the manufacturer.

If you have enabled notifications through our back office system, you will receive email alerts whenever a charging point encounters a fault or is reported as offline. 

Identify the Fault Code

When the charger reports a fault, this can be seen in the Connector tab of the charger within the portal. This fault code may provide a clear indication of the error, although at times it might appear with limited information.

Here's an example: 

Remotely "Click-to-Fix"

1. When viewing a charger, click Maintenance
2. Click Hard Reset to initiate a complete reset of the unit in an effort to resolve the fault

Conduct a Physical Reset

If the remote reset does not resolve the issue, you may need to perform a physical reset of the unit to clear the fault. This procedure should be conducted by a qualified individual who can safely reset the unit from the distribution board.

Update Firmware

1. When viewing a charger, check the firmware version under the Charger Details tab
2. Compare this version with the latest firmware version available from the manufacturer
3. If an update is required and:
   • You do have a dedicated FTP server:
     • • Click Maintenance
       • Click Upload Firmware
       • Confirm the Risk Acceptance pop up
       • Enter the FTP details as required and click Submit
   • You do not have an FTP server available, follow manufacturer instructions for manual firmware updates. Some manufacturers may require you to connect the unit to their server for the firmware update process. This process may be available as a remote configuration setting in some cases. However, in other instances, it may need to be performed directly at the charging station, either by connecting to the unit physically or via the commissioning app designed for the charger.

Check for Hardware Issues

1. Inspect any visible hardware components if you have physical access to the charger. Look for signs of damage, wear, or loose connections
2. If any hardware issues are found, log them and contact the manufacturer or a certified technician for repairs

Contact Manufacturer Support

1. If the fault persists after performing these steps, escalate the issue by contacting the manufacturer’s support team
2. Provide them with the fault code, troubleshooting steps taken, and any recent firmware update details