Cannot start charging

Please select the charging situation which is most applicable to your charging experience, in order to provide you with the correct guide to identify & resolve the charging issue.

Overview of the status indication

Click on the link i the table to get to the troubleshooting guide or scroll further down

Colour

Continuous

Flashing

No Indication   Indicator is off but flashes RED every 30 seconds = Charging station is deactivated

White.png

Ready & available
(ZAPTEC HOME)
N/A
Green.png

Ready & available
Charging complete

Authentication OK
Indicator flashes every 30 seconds indicates that the charging station is offline
Blue.png Connected to vehicle and ready to charge Charging
Red.png Charge fault Flashing twice = Authentication failed
Indicator is off but flashes RED every 30 seconds = Charging station is deactivated
Yellow.png N/A System booting up
Waiting for authentication
Waiting for ZAPTEC Portal
Vehicle added to queue
Purple.png N/A

Firmware is updating

 

Charging station is indicating BLUE

When the charging station is indicating BLUE, this indicates that the charging is approved to start and will commence after the vehicle starts to draw charging current from the charging station.

Continuous BLUE indication

If the charging station is indicating continuous BLUE, but the charging does not indicate active charging on your Electric vehicle or Plug-in hybrid.

Perform the following steps:

  1. Check the vehicle charging settings according to the Manufacturers Owners manual.
  2. Ensure that the charging settings are set to start immediately
  3. and/or no restrictions are set for the battery charging capacity
  4. Ensure that the charging cable is completely inserted in the charging outlet of the charging station.

ZAPTEC HOME - Eco mode activated

If Eco mode is active, then the charging will start according to the settings for Eco mode in ZAPTEC Portal.

To start charging immediately you can use ZAPTEC App in order to turn off eco mode in Dashboard. 

In order to change the settings for Eco mode, you must log in to ZAPTEC Portal.

Click on the article to read more of Eco mode

Info:

Certain vehicles performs a charging break during the charge cycle and/or if the battery exceeds a certain temperature during active charging (Vehicle safety features).

Active charging will resume automatically, once the vehicle resumes charging.

Flashing BLUE indication

When the charging station is flashing BLUE, this indicates that the charging is actively on-going and the charging cable is locked to the charging station to prevent unauthorised disconnection during charging.

 

Charging station is indicating RED

When the charging station is indicating RED, this indicates that the charging has not been accepted due to authentication has failed. Or that the charging has been aborted due to an activated safety feature due to a charge fault.

Continuous RED indication

When the charging station has continuous RED indication, this indicates that the charging has been aborted due to a warning and a safety feature has been activated on the charging station.

Perform the following steps:

  1. Disconnect the charging cable from the charging station
  2. If the status indicator on the charging station goes to WHITE or GREEN
  3. Reconnect the charging cable to the charging station
  4. Perform Authentication to start charging (if applicable)

If charging does not begin and the light goes red again, this indicates a possible fault with the charging cable or vehicle.

Warnings & Charge fault information from charging station

You can get information of the occurred warning & charge fault in ZAPTEC App and/or ZAPTEC Portal.

To view warning & charge fault in ZAPTEC App requires charging station serial number & PIN code (if you do not have permission to the applicable charging station)

To view warning & charge fault in ZAPTEC Portal requires permission to the applicable charging station.

ZAPTEC App

  1. Log in to the ZAPTEC App
  2. Select Actions
  3. Select Configure ZAPTEC devices
  4. Select the charging station that you want to view the warning for.
  5. Once the app has connected to the charging station, a RED field will be displayed when the charger has active warning.

ZAPTEC Portal

  1. Log in to ZAPTEC Portal
  2. Select tab Chargers
  3. Select the applicable charging station in the list
  4. Select tab Status to view the warning and instructions.

Info

Steps to perform if your User profile does not have permission to the applicable charging station

  1. Log in to ZAPTEC Portal
  2. Select User profil (upper right corner)
  3. In drop down menu, select Tools
  4. Select Charging station errors
  5. Input serial number of charging station
  6. Press Search

 

Warning, Cause & Solution overview

 In the table below you will find the overview of the warnings & error codes.

Solution / Issue could vary depending on installation, installation & local power grid, vehicle used and/or other external factors.

Warning

Cause

Solution / Issue

Humidity

Humidity level inside charging station is over limit
  • Reduce humidity

Temperature

Temperature level inside charging station is over max limit
  • Let charging station cool down
     

Charge Overcurrent

Vehicle has exceeded allowed maximum charging current
  • Check Vehicle
  • If the vehicle is connected with Type2 adaptor, then start current could exceed maximum allowed current limit

EMETER Alarm

Charging stations limits exceeded from Vehicle, Cable or Power Grid
  1. Check Vehicle
  2. Check charging cable
  3. Check Power Grid

No Voltage L1

No Voltage L2

No Voltage L3

Voltage level below acceptance criteria
  1. Visual check of charging station internal protection breaker
  2. Visual inspection of charging cable for damages
     

Pilot State

Vehicle communicates charging fault (Pilot State E or F)
  1. Check charging cable for faults
  2. Check Vehicle

Disabled

Charging station has been deactivated in ZAPTEC Portal
  • Contact your charging system owner or installer

RCD AC

 

Residual Current Detection has been triggered due to AC fault
  1. Disconnect charging cable
  2. Wait until charging station turn WHITE or GREEN (RCD Reset).
  3. Reconnect charging cable.
  4. If applicable Authenticate to start charging.

RCD DC

Residual Current Detection has been triggered due to DC fault
  1. Disconnect charging cable
  2. Wait until charging station turn WHITE or GREEN (RCD Reset).
  3. Reconnect charging cable.
  4. If applicable Authenticate to start charging.

RCD Peak

Residual Current Detection has been triggered due to Peak fault
  1. Disconnect charging cable
  2. Wait until charging station turn WHITE or GREEN (RCD Reset).
  3. Reconnect charging cable.
  4. If applicable Authenticate to start charging.

 

Flashing RED indication

When the charging station flashes RED, this indicates that the charging has been rejected.

Authentication failed:

  1. Check that the RFID tag/charging card is registered to your user profile in ZAPTEC App
  2. Check that your User profile has permission to the installation and/or charging station in ZAPTEC Portal.

If it is flashing red at 30-second intervals, this means it has not been activated via ZAPTEC Portal. Contact your charging system owner and/or installer.

 

Flashing YELLOW indication

When the charging stations flashes YELLOW this means that the charging station is waiting for a action.

System booting up

The charging stations takes 2-3 minutes to boot after powering up & after a restart. The connection to ZAPTEC Portal may show a delayed response, based on the internet connection and external communication equipment used.

Waiting for authentication

Charging systems and/or charging station which has been activated with Authentication, will not allow charging until Users has Authenticated against the charging station in order to be allowed and start charging.

ZAPTEC Authentication

If Authentication method is by using ZAPTEC Portal, then the Users must have a registered User profile with permission in ZAPTEC Portal in order to be allowed to start charging.

User permission are administrated by the charging system owner or installer, if your User profile does not have permission to start charging. This must be performed by your charging system owner or installer.

User can choose to register an RFID or NFC tag, fobkey and/or chargecard on their User profile, instead of using the ZAPTEC App to Authenticate and start charging.

Payment Operator

If the Authentication method is by use of a third-party or payment operator.

Users must be registered in Payment Operator system, followed by the start charging instructions provided by the applicable Payment Operator.

Charging stations activated with Payment Operator are usually labelled with instructions & contact information. If your charging station is not labelled with these instructions, we recommend informing the Payment Operator and charging system owner.

Waiting for ZAPTEC Portal

If the internet connection is slow, or if there is maintenance being performed in ZAPTEC Portal, it could be that there will be a short connection delay. 

Connect the charging cable and perform Authentication (if required) and the charging will start once the connection and start command has been communicated.

Vehicle added to queue

When a vehicle is added to queue, this means that available current from the power grid and/or installation is below the minimum current limitations set by the charging system owner or installer.

Start of charging will commence immediately when there is available charging current from the power grid & installation.

There may be several reasons for the charging has been added to queue:

  • Less than the minimum charging current available in the installation

Queue will occur if the available charging current is below minimum current on the charging system and/or individual charging stations.

Standard setting for minimum charging current is 6A. Defined in standard IEC

  • Charging system owner has activated scheduled power control

Reduced availability in certain hours and/or opening hours for the charging system

  • Dynamic phase- and load balancing with the building and/or house (APM)

Measures a high consumption and has reduced or queued charging, due to reduced energy availability at the current moment.

Question or concerns about queue?

 If you have questions or concerns regarding queue, please contact your charging system owner or installer.

 

Flashing PURPLE indication

When the charging stations flashes PURPLE indication this means that there is an active Firmware update in progress.

Charging stations will not be updated during charging, but could start the update process after vehicle has disconnected from the charging station.

For additional information regarding software release notes, please see the following section:

 

 

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