Home Charging Troubleshooting Guide

Common issues with Zaptec Chargers & Solutions:

Zaptec chargers transferred from other companies will sometimes have their “Maximum current” set to 0.

Solution:

To change this, check how many amps the installation itself is made with. 

This is done by going to “Installations” → Select the charger → “Circuits”. 

On the page, you will see how many phases the installation itself is registered with (e.g. TN 3 phase for three phases) and the number of amps. If it says “20A” it means 20 amps. 

Newer installations for 11 kWh chargers are made with 20A, as a 4 A buffer is installed. Older installations only have 16A for 11 kWh.

Now select the charger under "Circuits". In the "Maximum current" field, enter 16 regardless of whether it is a 16A or 20A installation.

Now the customer will be able to charge again.

Just like a phone, computer or other electronic device, sometimes turning the charger off and on again will fix the problem.

We can do this in Eosvolt under “Charge points” → “Home chargers” → Press the context menu to the right of the applicable charger → Press “Reboot”.

If it is outside opening hours, the customer can restart the charging box in their electrical panel, where there is a fuse group dedicated exclusively to the charging box. 

The customer must turn off the fuse, wait 20 seconds and then turn it back on. This will restart the charger.

This happens when something is interfering with the OCPP protocol. 

It could be a feature in the charging box's native app. 

Therefore, check with the customer that they are not using the charging box's own app, as the customer is typically not aware of which features are enabled or disabled.

For Example:

ABB Terra has a function called “Free vending”, which starts charging as soon as you turn on the car. If this is turned on, you will not be able to charge via EOSVOLT.

It is best to check the hardware manufacturer’s instructions and apps to ensure all settings are compatible. 

If the customer does not have an internet connection to their charging box, but they urgently need to charge, online mode can be bypassed. We have included instructions for Zaptec and Easee chargers. 

1. Zaptec: We can put Zaptec chargers into offline mode ourselves in the Zaptec portal. 
   1. This is done below by selecting the charger you want to put into offline mode, and then selecting 
   2. Settings → Authentication → Select “Native authentication” → Disable "Authorisation required” → Save. 
   3. Once this is done, anyone can use the charging box as if it were a regular socket.
2. Easee: Eosvolt has access to the portal, please contact us so we can put the charger in offline mode.
3. Access to the portal for other chargers may be limited, therefore, the customer must bypass OCPP in the charging box's app or settings.