Quick self-service troubleshooting for common errors
Problems or errors can occasionally occur. This isn’t necessarily a malfunction—it’s often just a minor glitch or bug that can be resolved with a quick fix.
Before reaching out to our support team, we recommend trying two simple troubleshooting steps that often resolve most common issues. These steps can be easily performed in self-service and may save you time.
1. Check if your charger's firmware is up to date
In a first step, please check if your charger's firmware is up to date. To do so, select your charger via your Charging infrastructure or the search function to access the Charging station details page.The Info tab provides you with information on the firmware.
We provide the ability to upload firmware files to your charging infrastructure. Click on Update Firmware to start the process.
Firmware updates are only possible for chargers that support OCPP 1.6 and are connected to vaylens.
Then, choose the charger's manufacturer and model. Select the firmware version as well as the firmware file you want to apply to your charger.
The firmware versions available in our system consist of files provided to us by customers or manufacturers. Please note that this collection may be incomplete and may not reflect the latest versions, so please contact the manufacturer of your charger to check for the correct and most up-to-date firmware files.
Should a required firmware file be unavailable in the vaylens portal, you are welcome to provide it to us. We will upload it to our system, enabling you to conveniently deploy it to your charger as explained here.
Check and confirm the firmware update.
The portal informs you now that the update will be pushed to the device.
A stable internet connection is required for the firmware update. Depending on the size of the firmware file, it may take a few minutes for the download to complete. If the charger's internet connection is interrupted during this time, the download will fail and needs to be restarted.
Clicking on Status firmware update redirects you to Manage > Firmware where further details on the update process are displayed. Four different statuses are possible.
The firmware is being downloaded:
The firmware is being installed:
The firmware has been installed:
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The firmware update failed. A firmware update can fail, for example, because the connection between the portal and the charger is interrupted, the download of the firmware file was not successful or the charger does not accept the selected firmware file.You can trigger the update again by clicking on the retry icon.
2. Reboot your charger
Rebooting your charger might sound simple and obvious, but just like restarting your phone or computer, it can often resolve unexpected issues. A reboot resets the system, clears temporary caches, and ensures that any recent changes or updates are applied correctly. It’s a quick and effective troubleshooting step that’s always worth trying.
To reboot your charger, open the Charge port details page > Control and click Reboot controller.
Initiating a reboot of one charge point triggers a restart of the whole charger including all charge points (given that they share a communication device which generally applies to chargers with OCPP communication protocol).
Click Hard reboot to restart your charger.
For chargers with LG2WAN communication protocol, Soft reboot is available. A soft reboot only restarts the charger if no charging session is currently taking place.
Please note that Hard reboot forces a restart, interrupting current charging sessions and restarting the controller directly. Interrupted charging sessions cannot be logged and billed!
Confirm the reboot with Perform reboot.
If the problem persists after completing these steps, please reach out to us via email to help@emobility.software!