The most common error messages and possible causes as well as solutions
What does the error "Charge port failed to provide charge record" mean and what can I do as a charge point operator to fix the error?
Possible Cause
The charge point did not transmit the charge record (SDR) within the required time to the backend system.
Solution approach
The LOG files of the charge point/charging station should be checked:
- Was the charging session abruptly interrupted (restart, voltage loss or similar)?
- Was an SDR recorded on the charging station?
- Has the charge point established a connection to the backend system?
For further support, please contact your hardware manufacturer.
What does the error "Canceled by EV-Driver or timeout" mean and what can I do as a charge point operator to fix the error?
Possible Causes
- The user held the RFID card for too long in front of the RFID reader and thus started and stopped the charging session.
- A charging session was activated at the charge point, but no charging cable was plugged in respectively no vehicle was connected.
Solution approach
The configuration and the LOG file of the charge point/charging station should be checked:
- Is a sufficient "stop time" configured for the RFID reader? (Time in which the RFID card is not read out again.)
- Is a sufficient "wait time" configured? (Duration in which the charge port waits for a vehicle to connect after activation.)
For further support, please contact your hardware manufacturer.
What does the error "Received incomplete charge record" mean and what can I do as a charge point operator to fix the error?
Possible Cause
The transmitted charge record (SDR) does not contain any meter information or is otherwise incomplete or incorrect.
Solution approach
The installed smart meter and the LOG file of the charge point/charging station should be checked:
- Is the smart meter installed correctly?
- Is the installed smart meter functional?
- Is the configuration of the charging station set up correctly?
- Has the charging session been completed correctly?
What does the error "Amount of consumed energy too low or implausible" mean and what can I do as a charge point operator to fix the error?
Possible Causes
- The charge record indicates an amount of energy of 0kWh, with a plausible charging duration.
- The charge record indicates a high (implausible) amount of energy, with a very short charging duration.
Solution approach
The installed smart meter and the LOG file of the charge point/charging station should be checked:
- Is the smart meter installed correctly?
- Is the installed smart meter functional?
- Is the configuration of the charging station set up correctly?
- Has the charging session been completed correctly?
Possible Cause
The charge record indicates an amount of energy of 0kWh, with a very short charging duration (a few seconds).
Solution approach
The configuration and the LOG file of the charge point/charging station should be checked:
- Is a sufficient "stop time" configured for the RFID reader? (Time in which the RFID card is not read out again.)
Possible Cause
The charge record indicates an implausible charging power. The charging power of the charging session was greater than the "maximum charging power" (voltage, current and phasing) set in vaylens.
Solution approach
The stored information (connection) of the charging station in vaylens should be checked :
Are the charging station information for the connection (amperage, voltage, phasing) set correctly in vaylens?
What does the error "Charging session implausible, start time in the future" mean and what can I do as a charge point operator to fix the error?
Possible Cause
The timestamp contained in the charge record (SDR) is in the future.
Solution approach
The configuration and the LOG file of the charge point/charging station should be checked
- Is the correct time server respectively time configured?
- Can the charging station reach the configured time server?
What does the error "Negative charging power" mean and what can I do as a charge point operator to fix the error?
Possible Cause
The charging session reported by the charge port to the backend has a calculated negative charging power.
Solution approach
It should be checked why an implausible charging amount was reported by the smart meter:
- Did the smart meter fail during the charging session?
- Was the charging station restarted during the charging session?
- Is the smart meter installed correctly?
- Is the charging station configured correctly? (Absolute/Relative meter values)
For further support please contact the hardware manufacturer.
What does the error "Negative energy consumption" mean and what can I do as a charge point operator to fix the error?
Possible Cause
The charging session was reported to the backend with a negative amount of consumed kWh from the charge point.
Solution approach
It should be checked why an implausible charging amount was reported by the smart meter:
- Did the smart meter fail during the charging session?
- Was the charging station restarted during the charging session?
- Is the smart meter installed correctly?
- Is the charging station configured correctly? (Absolute/Relative meter values)
For further support please contact the hardware manufacturer.
What does the error "Negative session duration" mean and what can I do as a charge point operator to fix the error?
Possible Cause
The duration of the charging session was reported with a negative time period from the charge point to the backend.
Solution approach
It should be checked why implausible times were reported by the charging station:
- Did the smart meter fail during the charging session?
- Was the charging station restarted during the charging session?
- Is the smart meter installed correctly?
- Is the time set on the charging station correct?
For further support please contact the hardware manufacturer.
What does the error "Power implausible for EVSE" mean and what can I do as a charge point operator to fix the error?
Possible Cause
The average power does not match the configured power of the EVSE (10% tolerance).
Solution approach
The "Charging power" set in vaylens portal differs from the actual charging power of the charge point.
Please adjust the "Charging power" configured in vaylens portal. The data sheet of the charging station provides you with information about the values to be entered.
What does the error "No calibration law compliance" mean and what can I do as a charge point operator to fix the error?
Possible Cause
The charging session is not compliant with the calibration law.
Solution approach
Please check:
- Is the installed smart meter calibrated?
- Is the smart meter installed correctly?
- Is the charging station configured correctly? (OCMF active?)
- Has the smart meter failed during the charging session?
- Was the charging station restarted during the charging session?
For further support please contact the hardware manufacturer.
What does the error "Others" mean and what can I do as a charge point operator to fix the error?
Possible Causes
- The charging station is not connected to the backend system. Charging start or stop commands cannot be transmitted to the charge point.
- The charging station/charge point has a hardware defect and cannot execute the charging start or stop command.
- A "fuse failure" (or similar) has occurred at the used charge point, which has abruptly ended the charging session.
Solution approach
It should generally be checked:
- Does a connection exist between the charge port and vaylens Portal (charge point status)?
- Does a hardware defect or malfunction exist at the connection (on site)?
- Is the charge port status "backup failure" displayed in vaylens portal?
If you cannot determine any errors, our support will be happy to help you.
The amount charged is displayed as implausibly high in the vaylens portal. What do I do?
The displayed charging data is transmitted by the charger/wallbox. Among other things, vaylens carries out plausibility checks and excludes implausible charging data records from further billing. As a CPO, you are shown the result of the plausibility check via the "Status" information in the charging data, giving you full transparency. We also provide you with the "Error rate" information, which shows you the frequency with which implausible meter values were transmitted, for example.
The cause of implausible meter values lies in the installation or operational readiness of the meter itself, in the associated meter settings of the charger/wallbox or in an outdated firmware version. Further analysis and troubleshooting must therefore be carried out by the charging station manufacturer or its support team and/or an electrician.
How/where can I report an error?
An error at a charge point can be reported via the support button on the 'Charge point details' page.
A charging session shows a negative kWh quantity, why is that and what do I need to change?
There appears to be an error with the charger. You can try restarting the charger via vaylens. If this does not help, ask the manufacturer of your charger whether a firmware update is available.
My charging session shows negative energy levels in vaylens portal. What is the cause?
There appears to be an error with the charger. You can try restarting the charger via vaylens. If this does not help, ask the manufacturer of your charger whether a firmware update is available.
vaylens shows implausible (negative or too high) charging quantities. As a result, the dashboard is broken. How can I delete/clean up incorrect charging sessions?
Implausible charging sessions are noted with an error. You can view incorrect charging sessions in the charging data overview. With the release on xx.xx.xxxx., this incorrect data will automatically no longer be included in the dashboard.
No OCPP parameters are displayed for modification in vaylens portal. The list is empty.
Make sure that the charger is connected online to the backend. Click on the Refresh button in the OCPP parameters tab to load the configuration of the charger. In the ‘OCPP Communication’ tab, you can closely monitor whether communication with the charger is successful. If problems occur, rebooting the charger can also be helpful.
Why is my RFID card being rejected during activation?
Possible Causes
- The corresponding charge point is not connected to a Roaming network.
- The RFID card is unknown.
- There are technical problems with the charge point.
Solution approach
It should generally be checked:
- Are all necessary products assigned to the corresponding charge point?
- Is the right authentication mode configured on the hardware and in vaylens?
- Is a related EMAID configured and has the RFID card been assigned?
- Have charge point and EMAID groups been assigned?
If you cannot determine any errors, our support will be happy to help you.
What is the reason for a rejected authentication?
Possible Causes
- The means of payment (e.g. RFID card, EMAID activation, use of the app) is not authorised to activate a charging session at this charge point.
Solution approach
It should generally be checked:
- Are all necessary products assigned to the corresponding charge point?
- Is the right authentication mode configured on the hardware and in vaylens?
- Is a related EMAID configured and has the RFID card been assigned?
- Have charge point and EMAID groups been assigned?
- Is the corresponding charge point in operative status?
If you cannot determine any errors, our support will be happy to help you.