Siemens VersiCharge SG Troubleshooting Manual
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Siemens VersiCharge SG Troubleshooting Manual

Electric vehicle charging station
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COMMISSIONING AND TROUBLESHOOTING GUIDE
VersiCharge
SG
™
Electric vehicle charging station
usa.siemens.com/versicharge

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  • Page 1 COMMISSIONING AND TROUBLESHOOTING GUIDE VersiCharge ™ Electric vehicle charging station usa.siemens.com/versicharge...
  • Page 2 Other information Product information is subject to change without notice. All trademarks are recognized as the property of their respective owners. © 2022 Siemens Industry, Inc. All rights reserved.

  • Page 3: Table Of Contents

    6.4 Replacement of wireless router or modem 6.5 Not connected to the OCPP server, not reporting software firmware version/serial number 6.6 Charger offline/not connected to the VersiCharge SG cloud 6.7 Diagnostics file download feature Section 7: VersiCharge cloud connection troubleshooting...

  • Page 4: Section 1: Important Safety Information

    1.1 Read this First This manual contains important instructions for use during installation, operation and maintenance of the Siemens VersiCharge SG™ electric vehicle (EV) charging station. 1.2 Symbol Legend The following safety symbols indicate dangerous conditions and important safety instructions and appear throughout this document to reduce the risk of electrical shock, ensure the safe installation and operation of the Siemens VersiCharge SG.

  • Page 5: Definitions

    The owner of a VersiCharge SG unit can cancel or opt out of any utility event, if this is not defined differently in the specifications of the utility program. The user should be aware of any increase in cost or disqualification from the utility programs specified by the utility, as a result of canceling or opting out events.

  • Page 6: Instructions Pertaining To A Risk Of Fire Or Electric Shock

    VersiCharge™ SG Commissioning and Troubleshooting Guide 1.6 Instructions pertaining to a risk of fire or electric shock WARNING! When using electric products, basic precautions should always be followed, including the following. Note: This manual contains important instructions for the Universal Unit that shall be followed during installation, operation, and maintenance of the unit.

  • Page 7: Code And Standard References

    • This device has been designated to meet the requirements in section 626 of the National Electric Code (NEC®). • UL Listing with Listing Number – Siemens VersiCharge Devices are listed in UL file # E348556. • Complies with the following UL Standards: 2594, 2231-1, 2231-2.

  • Page 8: Section 2: Device Layout

    VersiCharge™ SG Commissioning and Troubleshooting Guide SECTION 2 Device Layout 2.1 User Interface (UI) Power Pause Charging Zigbee Infrared Service Portal Wi-Fi Status Time Delay Ready Fault 10. Remote Control 11. Remote Control Lock 12. Time Delay Duration (2/4/6/8 hrs) 2.2 UI LED lights and their meaning network strength issue, test your signal strength at the location of your installation.

  • Page 9: Section 3: Faults - General

    Commissioning and Troubleshooting Guide VersiCharge™ SG SECTION 3 Faults - General The VersiCharge charger has been designed to self-indicate which type of fault has occurred. A fault is indicated by a solid red halo, a blinking red halo, and/or the fault LED being illuminated. In any of these conditions, press the Pause button twice to reset the device.
  • Page 10 EV. Adjust the EV settings in order to be compatible with the VersiCharge. Fault– Nuisance. As a leader in electrical technology, Siemens has made the decision to install 5 mA grounding protection in all VersiCharge devices. This is the same level of protection that is required in residential kitchens and bathrooms.

  • Page 11: Section 4: What You Will Need To Troubleshoot

    Commissioning and Troubleshooting Guide VersiCharge™ SG SECTION 4 What You Will Need To Troubleshoot • Check that the VersiCharge is plugged in, has power, and the power light is lit. • The URL to access the local web pages is: 1.
  • Page 12 VersiCharge™ SG Commissioning and Troubleshooting Guide • VersiCharge Cloud URL (https://versichargesg.cloudapp.net) • Ability to test signal strength (Wi-Fi Analyzer for Windows or Network Analyzer for Apple) • Is there a network Extender? For more on the Extender, see Section 5.3. Is the Extender using the same credentials as those set up in the cloud? If not, go into the settings of the Extender and synchronize the credentials.

  • Page 13: Section 5: Troubleshooting Pre-Commissioning

    Commissioning and Troubleshooting Guide VersiCharge™ SG SECTION 5 Troubleshooting Pre-Commissioning 5.1 Wi-Fi/wireless router status troubleshooting summary Fault Description State Cloud Remedy • No Wi-Fi module/dead module • Wi-Fi not installed • Install Wi-Fi module. No connection • Module fails self-diagnostics • Wi-Fi Module Mal- • Open cover.

  • Page 14: Charger Not Commissioned Due To Incorrect Credentials

    VersiCharge™ SG Commissioning and Troubleshooting Guide 5.2 Charger not commissioned due to incorrect credentials Charge not commissioned – incorrect credentials Request the customer log into the cloud account. Verify the account is registered. Verify the cloud account login/password information is accurate (be aware that it is case sensitive). Customer cannot log into the cloud account.
  • Page 15 Commissioning and Troubleshooting Guide VersiCharge™ SG Charge not commissioned - incorrect credentials Select the Submit button once all information has been confirmed; the VersiCharge should communicate with the cloud and be successfully commissioned.
  • Page 16 VersiCharge™ SG Commissioning and Troubleshooting Guide Charge not commissioned - incorrect credentials Find the MAC address and serial number (Traceability Number) at the bottom of the Commission page. This information will only be available in the cloud account after the VersiCharge has been commissioned and has successfully communicated with the cloud.
  • Page 17 Commissioning and Troubleshooting Guide VersiCharge™ SG Charge not commissioned - incorrect credentials VersiCharge doesn’t complete commissioning THEN Call Customer Service...

  • Page 18: Router Unable To Communicate With Versicharge

    Provide the charger with the correct information set up during account registration to start the second connection attempt to the VersiCharge SG Cloud via the following steps: Enter the information in the Commission web page. Navigate to the System Info section of the Commission page to find the basic information on the charger.
  • Page 19 Commissioning and Troubleshooting Guide VersiCharge™ SG Check that all credentials for the network have been entered and are correct. Click the Submit button.
  • Page 20 VersiCharge™ SG Commissioning and Troubleshooting Guide Navigate to the cloud account and check the charger name and IP address; they should appear now. If the charger name/IP address are not in the cloud, Wait several minutes and go back in; this information should appear. This indicates the charger has been success- fully linked and is communicating with the cloud.

  • Page 21: Section 6: Troubleshooting: Post-Commissioning

    Commissioning and Troubleshooting Guide VersiCharge™ SG SECTION 6 Troubleshooting: Post-Commissioning 6.1 Charger unable to communicate to cloud server/service Three conditions may cause this issue: 1. The homeowner’s Internet may be down. 2. The network signal strength is not strong enough for VersiCharge communication. 3. The cloud server/service is down. NOTE: if there has been a password change, allow 24 hours for the password to be synchronized to the VersiCharge.

  • Page 22: Due To Wireless Network Credentials Being Modified

    VersiCharge™ SG Commissioning and Troubleshooting Guide 6.2 Due to wireless network credentials being modified See 5.2, Charger Not Commissioned Due To Incorrect Credentials, with the VersiCharge in AP mode, access the local web pages using http://commission.versichargesg.net 6.3 Due to addition of wireless network extender VersiCharge not communicating due to addition of wireless network extender Navigate to the cloud account and confirm the IP address and MAC address.

  • Page 23: Replacement Of Wireless Router Or Modem

    Commissioning and Troubleshooting Guide VersiCharge™ SG 6.4 Replacement of wireless router or modem The new router will have to be set up with the VersiCharge and both the Cloud and local webpages need to have the credentials updated. See 6.2 above and update the new router SSID.

  • Page 24: Not Connected To The Ocpp Server, Not Reporting Software Firmware Version/Serial Number

    The Wi-Fi Module is communicating, and cloud connection is possible. Note: If a new Wi-Fi Module has been provided by Siemens, recommission the VersiCharge by unlinking the charger from the cloud, and follow the commissioning instructions (see 9. Commissioning, below).

  • Page 25: Diagnostics File Download Feature

    Commissioning and Troubleshooting Guide VersiCharge™ SG 6.7 Diagnostics file download feature Customer service may request a diagnostic zip file be emailed to them. This will be used for further troubleshooting. NOTE: The charge must either stay in AP mode or in Client mode in order to do this download. Diagnostics file download Navigate to the cloud, https://versichargesg.cloudapp.net...
  • Page 26 VersiCharge™ SG Commissioning and Troubleshooting Guide Sample VS Access Point Name Access its local webpage with http://commission.versichargesg.net At the bottom of the Charger Commission page, select Download. There will be no immediate feedback that the button has been pressed. Allow 30-120 seconds. A download file, diag.zip, is being created during this time. When this is complete, diag.zip will download.
  • Page 27 Commissioning and Troubleshooting Guide VersiCharge™ SG Email the diagn.zip file to customer service. The Wi-Fi Status indicator is in any other state, Turn the VersiCharge circuit breaker to OFF> THEN Open cover and note state of Wi-Fi LED at tip of Wi-Fi module. You will not be able to access the local webpage. Replace the VersiCharge cover Turn the circuit breaker back ON.

  • Page 28: Section 7: Versicharge Cloud Connection Troubleshooting

    Troubleshooting The Wi-Fi LED on the VersiCharge will indicate that it is connected to the local Wi-Fi network, but does not have connection to the VersiCharge SG Cloud. The Wi-Fi LED will alternate between colors following the sequences described below.
  • Page 29 Navigate to the local web page login page (http://commission.versichargesg.net). Provide the charger with the credentials set up for the cloud login to start the second connection attempt to the VersiCharge SG Cloud via the following: Enter the cloud account user credentials (used to set up account registration) to access the local web page. This navigates to the home page of the local web app.
  • Page 30 VersiCharge™ SG Commissioning and Troubleshooting Guide...

  • Page 31: Section 8: Best Practices

    Commissioning and Troubleshooting Guide VersiCharge™ SG SECTION 8 Best Practices • Always stop the car from charging and unplug the car before a charger power cycle. • Power cycle Wi-Fi modem/router before troubleshooting begins (unplug and plug back in). • Have the homeowner connect a Wi-Fi enabled device to the Wi-Fi network that they are planning to use for the charger and test.

  • Page 32: Section 9: Ip Address Identification

    NOTE: Accessing local web pages allows you to operate your charger in Siemens cloud network, however, you cannot opt-in to utility demand response events. Additionally, by operating off the network, you cannot access the VersiCharge by using either the...
  • Page 33 Select your network connection Click Advanced You’ll find IP address information on the TCP/IP tab and the MAC address on the Hardware tab. Using Siemens Still can’t find the IP address: contact Siemens. The IP address will be provided within12-24 hours via email.

  • Page 34: Section 10: Preparation For Commissioning

    VersiCharge™ SG Commissioning and Troubleshooting Guide SECTION 10 Preparation For Commissioning 10.1 Prior to commissioning – confirm communication status Confirm communication status Unplug the car from the charger before troubleshooting. Power cycle the charger by turning the circuit breaker OFF then back ON. Test the network.
  • Page 35 Commissioning and Troubleshooting Guide VersiCharge™ SG Device does not return a ping. It is either (1) not powered up or (2) not communicating with the Wi-Fi network. THEN Review the power and communication status of each device. Device communication confirmed. No further action.

  • Page 36: Section 11: Commissioning

    11.1 Smartphone, tablet , and cloud app setup The ability to control and monitor the VersiCharge SG remotely is what sets Siemens VersiCharge SG apart from previous products and our competitors. There are three different modes of communicating with the VersiCharge SG: •...

  • Page 37: Linking Charger To Account

    • Step 1: Select the grey check mark to indicate you have read the terms and conditions of use. The check mark will turn blue when selected. Full terms and conditions may also be found at: www.usa.siemens.com/VersiChargeSGApp . • Step 2: Enter your name and address, this information is used to suggest utilities and rate plans based on your location.
  • Page 38 Stop charging and unplug the car from the charger before troubleshooting. Ensure the breaker powering the dedicated branch circuit is in the OFF position, Plug in your VersiCharge SG. Turn breaker to ON position. The Power Available LED indicator will turn green, and the Wi-Fi Status LED Indicator will go through the following process: •...
  • Page 39 Navigate to the cloud and confirm that the charger now appears in the account. Verify that the VersiCharge SG account information, IP address and MAC address are the same in the local web pages as in the cloud. NOTE: unless already commissioned, the IP address and MAC address will not appear in the cloud account.

  • Page 40: Section 12: Halo Operation

    VersiCharge™ SG Commissioning and Troubleshooting Guide SECTION 12 Halo Operation 12.1 Halo states Halo indicator on VersiCharge indicates the status of the charging session. State mame Description Halo status indicator Power Available 240V or 208V Power Present Ready to Charge EV detected, waiting for charging command from EV Green - Solid Charging...

  • Page 41: Section 13: Decommissioning Versicharge

    Wi-Fi module. However, it may be necessary to decommission the VersiCharge during troubleshooting. This may be necessary in order to allow the charger to connect to the VersiCharge Cloud from a different Wi-Fi network. Disconnect/decommission the charger from the VersiCharge SG Cloud Portal: •...

  • Page 42: Section 14: Passwords

    VersiCharge™ SG Commissioning and Troubleshooting Guide SECTION 14 Passwords Passwords are set at the time of cloud registration. The cloud account communicates with the VersiCharge through that password and credentials. If there is a password reset to the cloud account, allow 24 hours for the cloud to communicate with the VersiCharge.

  • Page 43: Section 15: Additional Information

    • Navigate to the bottom of the Home page to find the Amps, etc.: • Amps - Current Amps at which the VersiCharge SG is charging. • Adjusted Amps - The position of the amperage adjustment dial inside the charger.
  • Page 44 This document contains a general description of available technical options only and its effectiveness will be subject to specific variables, Siemens Industry, Inc. including field conditions and project parameters. Siemens does not 3617 Parkway Ln. make representations, warranties, or assurances as to the accuracy or Peachtree Corners, GA 30092 completeness of the content contained herein.

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