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Troubleshooting Charging Issues
Quick Tips to Check When Charging Doesn't Start
Quick Tips to Check When Charging Doesn't Start
Lauri Laineste avatar
Written by Lauri Laineste
Updated over a week ago

Here's a brief guide on how to troubleshoot when charging doesn't begin.

1. Ensure the device is correctly installed and connected

  • First, check the charger lights. Ensure the device is connected and the front panel LEDs are lit up in white.

  • Ensure the VOOL logo on the controller is lit up in green.

  • Ensure that the internet connection is strong and stable. A weak WiFi signal can prevent the charger and LMC from communicating, leading to an interrupted charging experience.

    • If you experience a weak WiFi signal at LMC, consider using an external antenna.

  • Ensure the proper connection of the small wire on the charger controller lid. Without it, the charger statuses will not appear on the VOOL platform, preventing charging from initiating.

  • Moreover, charging will not be successful if the device is offline and the user cannot use the mobile app or RFID card for authentication.

  • Verify the LMC indicator LED.

2. Ensure the devices are properly configured

  • Please double-check the charger and LMC configuration on the VOOL Portal app.vool.com.

    • Examine the charger and LMC configuration, then apply the appropriate settings based on the type of installation (CAN connection, LAN connection, standalone mode, etc.). Please use the Connectivity Wizard for this process.

    • Please double-check the OCPP source for the charger to ensure its accuracy.

    • Double check the control channels

    • If the charger is expected to start charging immediately without authorization, double-check the “Autostart” setting.

  • Running the charger on outdated firmware leads to charging issues. Perform the firmware update when it’s not the latest.

  • The charger is in the "Suspended by EV" status.

    • Make sure the EV doesn't have any custom charging schedules set on the EV site.

    • Check if the EV is connected to any third-party app that controls the charging.

  • The charger is in the "Suspended by EVSE/Charger" status.

    • Check device configuration

    • Check charger firmware version

    • Check load management settings

    • Ensure to double-check the LMC's current activity and confirm that the household is not running out of amps.

    • Ensure that both the LMC and charger are linked to an open & accessible WiFi network to facilitate seamless communication between the devices. Devices confined within isolated "Guest" networks may encounter charging complications.

3. Verify the charging mode and smart charging settings applied by the end customer in the VOOL mobile app.

  • Ensure to check the smart charging settings. Charging might not be possible if the smart charging settings are configured such that the market price is higher than the user-defined "Max kWh price" value.

  • Although a smart charging schedule was calculated, the EV didn't accept any power. Therefore, check for limitations and errors on the EV side.

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