Troubleshooting - ZAPTEC Go Installation Manual

13. Troubleshooting

The charging station
is not online (4G LTE-M)
Unable to connect
to Wi-Fi
Charging does
not start
The charging
is slow
Zaptec Charger AS collects data from the product via the network.
More information on our privacy guidelines can be found at zaptec.com/privacy.
• Inadequate network coverage.
• 4G not activated on the charging station.
• 4G base station not supporting LTE -M.
Check that the SSID (network name) and the
password for the Wi-Fi are correct. If the network
is not visible, you must check that the Wi-Fi access
point uses 2.4 GHz (5 GHz is not supported), and
that it uses channels between 1 and 11.
If the SSID is hidden, you must enter the SSID and
password manually using "Other" in the network list.
• If the status indicator is yellow, this is because it is
waiting for authorization. Check if authorization
is enabled.
• If it is green, then check that the charger is scheduled
to charge* and has the correct current allocated in
the Zaptec portal**.
*In accordance with UK Smart Charging legislation, the
charger is supplied pre-configured with a schedule that
prevents charging between 8am and 11am and 4pm and
10pm on weekdays. During these times, charging will be
paused. The schedule can be disabled or amended by
using Configure product in the Zaptec App.
**Zaptec Portal is the brains behind our smart charging
infrastructure. It continuously monitors, balances, and
optimizes the load between the various charging stations.
The limitation on the charging effect will be
governed by the weakest of the following factors:
main power grid, the circuit breaker, charging cable,
On-Board Charger (OBC), Eco Mode (in selected
countries).
• Check the standalone current setting is set to the
correct value by repeating the «Install Zaptec Go
in the Zaptec App»
• Check the installation and charger power
management settings in the Zaptec Portal.
Read more on zendesk.zaptec.com
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