Internet connected devices may lose connection with the internet or networking equipment on some occasions. ZAPTEC devices are designed to automatically reconnect once there is internet available. If this does not occur, follow the described troubleshooting instructions to identify the connectivity issue.
Behind a firewall? Before continuing please see Planning installation & network manual and ensure it's configured for our products.
Any Internet connectivity faults, issues or incidents should always be referred to your Internet Service Provider (ISP), Retail Service Provider (RSP) or installer. If RSP and/or installer deem it could be an issue within the ZAPTEC portion of the network, the RSP and/or installer will contact ZAPTEC Technical Support for guidance & assistance with troubleshooting.
This article applies to any scenario in which WiFi connections fail to establish.
WiFi internet connectivity may be affected by several factors based on; Internet connection, coverage, interference, network settings and network equipment on your location.
If the charging system has not previously been online with a WiFi connection, or the SSID (WiFi name) and/or the WiFi password on the WiFi connection has been updated, altered or changed.
Start by configuring the charging station(s) by using the ZAPTEC App on site.
Technical usage guide: How to configure ZAPTEC device with WiFi connection
In the sections below there are provided step-by-step troubleshooting instruction on how to identify and resolve the connectivity issue according to the applicable scenario.
- You should have physical access to charging station to troubleshoot.
- If you are not on site, the charging station will automatically try to reconnect to your WiFi network at regular intervals.
- If the charging station disconnects and reconnects frequently, the most common reasons are router & WiFi settings, WiFi coverage and/or WiFi interference from other WiFi networks.
Charging station is offline - 2.4 GHz WiFi
When the charging system are provided with internet connection by use of 2.4 GHz WiFi connection, and the charging stations has been configured correctly and according to the 2.4 GHz WiFi.
Start by checking & verifying that the internet & network settings on the applicable network equipment are in accordance with our products internet & network requirements.
Not available or not able to perform these checks? Contact IT administrator, ISP or RSP to get additional information and guidance, and forward our products internet & network requirements as a reference.
WiFi connectivity requirements:
- Firewall & Security settings are according to our products internet & network requirements
Information: Communication between charging stations & ZAPTEC Portal are encrypted.
- Access Point, Router and/or modem is set to provide 2.4 GHz WiFi
Important: 5 GHz WiFi is not supported
- Access Point, Router and/or modem is set to a fixed 2.4 GHz channel between 1 to 11
Important: 2.4 WiFi channel 12 & 13 is not supported
- 2.4 GHz WiFi coverage to the charging station is more positive than -70 dBm
Information: Poor WiFi coverage can because interference from other WiFi networks present
How to reconnect the charging station to WiFi
If the charging system has previously been online, and the internet & network settings has not been altered (SSID / Password), then proceed with restarting the WiFi connection.
- Restart by use of ZAPTEC App (requires permission or PIN code to the applicable product)
Information: No permission and PIN code unavailable? See section, How to configure ZAPTEC device.
- OR reboot by powering off/on using the upstream protection circuit breaker in the fuse cabinet.
- After restarting the charging station, the system will be booting up for the next 2-3 minutes.
Charging station will indicate permanent GREEN or WHITE in the status indicator, after boot up sequence is completed and WiFi connection is established
Charging station connectivity status will also be available in ZAPTEC App & ZAPTEC Portal after a couple of minutes.
Charging station not online after a restart and/or reboot?
If the charging station does not get back online after a restart and/or reboot, this means that you need to perform additional troubleshooting.
Troubleshooting - WiFi connection & coverage
When troubleshooting the WiFi connection start with:
- Check that 2.4 GHz WiFi is activated in the router settings
Important: 5 GHz WiFi is not supported
- Check that 2.4 GHz WiFi router settings is on channel between 1 and 11
Important: Channel 12 & 13 is not supported
Check that you can get online with another device in the same area which the charging station is placed.
- Connect to WiFi with another device in the area with the charging station.
Information: If you’re using a cell phone, turn on Airplane mode and then turn on WiFi to make sure you don’t use cellular data to test your connection.
- Connect to the same SSID (WiFi name) and WiFi password as used for the charging station.
- If you cannot connect to the WiFi connection, proceed to Perform a restart of router
- If you can connect to the WiFi connection, observe & check the WiFi coverage on the device.
Information: ZAPTEC products uses the strongest WiFi antenna allowed according to EMC directives & regulations. However, a cell phone will indicate a higher coverage as cell phones are not restricted to the same EMC directives & regulations. Meaning, a low coverage indication on cell phone will mean that the charging station has insufficient WiFi coverage.
- Insufficient or low WiFi coverage? Proceed to section: Improving WiFi coverage
If you can’t connect to the WiFi connection using another device, proceed to next step.
Perform a restart of router
Restarting your router will reset the initial internet connection. You should also restart any WiFi range extenders, access points or repeaters. In order to ensure the network equipment is provided with a refreshed connection
- Unplug your modem and router power cords. You may have a combination modem/router, or they may be separate devices. All the lights on your modem and router should be off.
- Wait for 30 seconds, then plug your modem and router back in.
- Your modem and router will restart. Wait a couple of minutes or until you see steady power and connection lights. You may also see a quickly flashing data light.
Every router is different. You may need to consult your router’s user manual for specific instructions on how to restart your router.
Improving WiFi coverage
- Reposition router, extender, repeater or access points closer to charging station.
Information: Some WiFi products have specific positioning requirements, consult user manual for specific installation instructions on how to reposition the product.
- Even if the charging station is not too far from your router etc. , there may be different materials (walls, floors, metal, concrete, plaster) that can block and limit the WiFi signal. Minimize the number of physical obstructions between the charging station and WiFi equipment
Information: WiFi antenna is placed in the front of the charging station.
- Check for interference from other WiFi networks. Interference may be problematic where there are multiple networks operating on the same channel. Change the channel on your router. Please reference your router's user manual for changing channels. Important: Router must use the 2.4 GHz frequency mode to be compatible and supported. Information: There are many Apps and Tools available to check for WiFi interference.
- Check for interference from external sources. There are a variety of household appliances and devices (televisions, microwaves, baby monitors, cordless phones) which could cause wireless interference. Position your router a few feet away from these devices to improve your router's performance.
- You may have insufficient bandwidth on your data plan. This could be because there are other connected devices which are using a high bandwidth. Information: Each charging station will consume 4mB for every charge cycle performed.
- Industry leaders recommend unplugging your router once a month for 30 seconds, then plugging it back in. This helps clear out any unnecessary stored cache that can reduce performance of your network.