Troubleshooting - ZAPTEC Pro Installationshandbuch

5. Troubleshooting

Warnings/error messages are displayed in the ZAPTEC Portal / ZAPTEC App.
Problem Solution
Cannot log on to the Reset password by clicking on the button for forgotten password.
ZAPTEC Portal
Cannot create new New installation technicians/service partners must contact ZAPTEC's technical support at
installations in the support@zaptec.com to obtain authorisation to create installations.
ZAPTEC Portal
The charging station is Inadequate GSM network coverage.
•
not online
4G not activated on the charging station.
•
4G
Charging station is not Go into the ZAPTEC App. Check the 4G coverage indicator via the charging station settings.
•
online, 4G installation
Make sure that the charging station is not covered by anything that may prevent it receiving a
•
signal.
Test the coverage at the installation site using your own mobile. A mobile with a Telenor SIM has
•
to be used for accurate measurement.
Alter the location of the charging station if possible, placing it in a position with better coverage.
•
The charging station is There may be an active firewall. Check the network setup on the router/modem.
•
not online
Check that the internet is working by connecting the computer directly to the router/switch.
•
PLC installations
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.
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Check that the HomePlug icon is flashing and illuminates red.
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The power icon should illuminate green steadily.
•
The charging station is There may be an active firewall. Check the network setup on the router/modem.
•
not online 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.
•
WiFi installations
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 1 1.
If the network name (SSID) is hidden, you must enter the SSID and password manually using
•
"Other" in the network list.
Charging does Check that the user profile has the right access to charge on this charging station
•
If charging does not start or the status indicator indicates a charging error by illuminating red
•
not start
steadily.
No power being Follow the instructions in the section 'Checking the Fuses in the Charging Station'
•
supplied to charging Check the main fuse in the installation
•
station
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