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A charging station lost its internet connection

For roaming transactions it is important the charging station has an internet connection. When you see on the platform that your charging station is offline there can be several reasons for this. Please check with your installer if they can help solve the problem of an offline charging station. If you are an installer please follow the steps below.



Example of an offline charging station. 


Possible problems and solutions

A. Check if the charging station is still sending data to the Energy Cloud.
B. Check if there is an error code which shows a problem in the charging station
C. There is a problem with the cabled internet connection with the charging station. 
D. There is a problem with the sim card internet connection with the charging station.


A. Check if the charging station is still sending data to the Energy Cloud
  1. Under ‘Assets’ click on the charging station that seems to be offline. 
  2. Click on the ‘logs’ of the asset. Check the first log. Is the log still recent from about 15 minutes ago? Then the charging station may still have an internet connection. 
  3. If the charging station is showing ‘offline’ but still is sending logs then please contact our support through a support ticket. 
  4. If the charging station does not send data for longer than an hour ago then follow the next steps below.


Image: Example log of offline charging station.






B. Check if there is an error code which shows a problem in the charging station

  1. Click on the asset and navigate to the logs.
  2. Click on ‘Filter Selection’ and choose ‘Status Notification’.
  3. Click on the latest ‘StatusNotifications’ to open them and look for an error.
  4. Solve the error. If you see an error and you don't know how to solve it, contact the manufacturer of the charging station and discuss how to solve the error. 
  5. If you don’t see an error go to the next steps.


Image: Example error code in charging station.

 

C. There is a problem with the cabled internet connection with the charging station. 

  1. Go on site to the charging station. Check the internet settings of the charging station. Connecting through ‘cabled internet’ should be the first connection method.
  2. Check and measure the internet cables and internet switch. 
  3. If the cables and internet switch are still working check with the IT department of the building if there is an internet problem. 
  4. If all of the above does not work, please contact the manufacturer of the charging station. There may be a hardware or software problem.

 

 

D. There is a problem with the sim card internet connection with the charging station.

  1. Go on site to the charging station. Check the internet settings of the charging station. Connecting through ‘GPRS’ or a ‘Sim connection’ should be the first connection method. 
  2. If the settings are good try to remove the sim card and put it back in. Wait for a few minutes and check on the Maxem Energy Cloud if the internet connection comes back. Is there still no connection? Then follow the next step. 
  3. Replace the sim card as a test.
  4. If all of the above does not work, please contact the manufacturer of the charging station. There may be a problem with the sim card reader in the charging station.