Troubleshooting - ZAPTEC Pro Kurzanleitung

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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
Charging station • Go into the ZAPTEC App. Check the 4G coverage indicator via the charging station
is not online, 4G
installation
• Make sure that the charging station is not covered by anything that may prevent it
• Test the coverage at the installation site using your own mobile. A mobile
• Alter the location of the charging station if possible, placing it in a position
The charging • There may be an active firewall. Check the network setup on the router/modem.
station is not online
• Check that the internet is working by connecting the computer directly
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
• 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.
The charging • There may be an active firewall. Check the network setup on the router/modem.
station is not online
• Check that the internet is working by connecting a phone, tablet or computer to the
WiFi installations
• 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
• If the network name (SSID) is hidden, you must enter the SSID and password
Charging does • Check that the user profile has the right access to charge on this charging station
not start
• If charging does not start or the status indicator indicates a charging error by
No power being • Follow the instructions in the section 'Checking the Fuses in the Charging Station'
supplied to
• Check the main fuse in the installation
charging station
18
settings.
receiving a signal.
with a Telenor SIM has to be used for accurate measurement.
with better coverage.
to the router/switch.
and on the same L1 and N as the charging station(s).
WiFi network.
(5 GHz is not supported), and that it uses channels between 1 and 11.
manually using "Other" in the network list.
illuminating red steadily.