Troubleshooting - ZAPTEC Pro Installationsanleitung

5 . Troubleshooting

Warnings/error messages are displayed in the Zaptec Portal / Zaptec App.
Problem Solution
Cannot log on to Reset password by clicking on the button for forgotten password.
the Zaptec Portal
Cannot create new New installation technicians/service partners must contact Zaptec's technical support
installations in the at support@zaptec.com to obtain authorisation to create installations.
Zaptec Portal
The charging 4G
station is not online • Inadequate GSM network coverage.
• 4G not activated on the charging station.
PLC installations
• There may be an active firewall. Check the network setup on the router/modem.
• Check that the internet is working by connecting the computer directly
to the router/switch.
• The charging station must be encrypted with respect to the associated PLC module.
• Check that the PLC has been installed in accordance with the circuit diagram
and on the same L1 and N as the charging station(s).
• Check that the network icon is flashing green.
• Check that the HomePlug icon is flashing and illuminates red.
• The power icon should illuminate green steadily.
WiFi installations
• There may be an active firewall. Check the network setup on the router/modem.
• Check that the internet is working by connecting a phone, tablet or computer to the
WiFi network.
• Unable to connect. Check that the SSID and the password for the WiFi are correct.
• If the network is not visible, you must check that the WiFi access point uses 2.4 GHz
(5 GHz is not supported), and that it uses channels between 1 and 11.
• If the network name (SSID) is hidden, you must enter the SSID and password
manually using "Other" in the network list.
• Unable to connect. Check that the SSID and the password for the WiFi are correct.
• If the network is not visible, you must check that the WiFi access point uses 2.4 GHz
(5 GHz is not supported), and that it uses channels between 1 and 11 (12 and higher
are not supported).
• If the network name (SSID) is hidden, you must enter the SSID
and password manually.
Charging does not Check that the user profile has the right access to charge on this charging station.
start If charging does not start or the status indicator indicates a charging error by
illuminating red steadily.
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