Issue Troubleshooting
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      How to Troubleshoot Offline Chargers

      Chargers can disconnect from the platform for many reasons. This article will help you to understand why a charge point may be showing as offline and what you can do to troubleshoot.

      Overview

      Chargers connect to a CPMS through various means—wired (Ethernet), wireless (WiFi), or cellular networks—depending on the site setup and connectivity options available. However, any disruption in this connection results in an "offline" status, which prevents the CPMS from monitoring or controlling the charger.

      One of the most critical aspects of maintaining this connection is the heartbeat interval of the charger. The heartbeat interval is a set period at which the charger "pings" the CPMS, sending a signal to confirm it’s online and functioning. This signal not only helps keep the charger connected to the CPMS but also acts as an early warning system; if a heartbeat isn’t received within the expected interval, the CPMS can flag the charger as "offline" and notify operators.

      SIM Card Connected Chargers

      Connectivity problems can stem from the SIM card in the charger, which is responsible for maintaining cellular network access. Whether you’re using a SIM card from Clenergy EV or another provider, disruptions in connectivity can prevent chargers from sending and receiving necessary data, leading to an "offline" status.

      Clenergy EV SIM Card

      To troubleshoot: 

      1. Ensure the SIM card is properly inserted into the tray 
      2. Check that the APN settings are set correctly on the charge point
        1. For newer SIM cards, enter EM as the APN
        2. For older SIM cards, enter WLAPN.COM as the APN, and clenergy as the username and password
      3. Contact our support team at client@clenergy-ev.com. Include your Charge Point ID (CPID) in the email. We’ll check for local SIM outages, attempt to ping the SIM, and confirm that it’s active

      Another Provider's SIM card

      To troubleshoot:  

      1. Reach out directly to the SIM provider's customer service or technical support
      2. Request they check for reported issues, run diagnostics, and provide steps to restore service
      3. Follow any specific instructions they offer to get your connection back online

      Ethernet Connected Chargers

      For chargers connected via ethernet, physical cable issues, network configuration problems, or port settings can sometimes cause connectivity loss. 

      To troubleshoot:

      1. Check that the Ethernet cable is securely plugged into both the charger and the network device
      2. Inspect the cable for any visible damage and replace it if necessary
      3. Confirm that the charger’s IP configuration is correct, with no IP conflicts on the network
      4. Ensure firewall and port settings are not blocking access to the CPMS 

      Wi-Fi Connected Chargers

      For chargers connected via Wi-Fi, connectivity issues may be caused by weak signal strength.

      To troubleshoot:

      1. Verify that the charger is within range of a strong Wi-Fi signal; if needed, consider repositioning the router or using a Wi-Fi extender
      2. Check Wi-Fi credentials to ensure the charger is using the correct network name (SSID) and password
      3. Restart the router to refresh the connection and clear any temporary issues
      4. Make sure the Wi-Fi network does not have settings or restrictions that could block the charger’s access to the CPMS

      Hardware Issues

      Hardware Failure

      Charge points may experience an issue with their internal modem, which is crucial for maintaining proper communication with the back office system. Symptoms of a faulty modem may include intermittent connectivity, failure to connect to the network, or complete inoperability of the charger.

      To troubleshoot: 

      1. Check the LED indicators on the modem within the charger (these may be different per modem manufacturer)
      2. Reboot the charger to attempt to clear the fault
      3. Contact the charger manufacturer for diagnostics and possible repair or replacement

      Power Failure

      Power outages or a charge point that has tripped can result in the charger being offline until power is restored. Similarly, low voltage or high voltage situations may trigger safety protocols that automatically disconnect the charger to prevent damage. 

      To troubleshoot:

      1. Check if there’s been a power outage, tripped circuit, or voltage issue
      2. Restore power or reset any tripped breakers if needed
      3. Consult an electrician or your O&M provider