If charging does not start as expected, the most common causes are the following.

Quick checks

Before proceeding with further troubleshooting, verify that:

• the vehicle is correctly connected to the charging station
• the charger is online in the app or the Partner Portal
• no charging schedule is blocking charging
• load balancing is not limiting the current too much

High other electricity consumption in the installation

If the overall electricity consumption in the installation is high, load balancing may limit charging so that it does not start.

For installers / partners

Go to Power meter in the Partner Portal and check the consumption graphs for:

• the last 24 hours
• the last 7 days

Pay particular attention to the time when the customer experienced the issue and check the consumption level at that time.

If the total consumption is frequently close to the main fuse limit, one possible solution may be to upgrade the main fuse.

For end users

Contact your installer or partner and ask them to check the consumption graphs from the power meter.

Too low available charging current

All electric vehicles have a minimum charging current, typically around 6 A per phase.

If load balancing limits the charging current below this level, the vehicle will not start charging.

Check that:

    • load balancing is not limiting the current too much
• available current is at least 6 A per phase

Problems with scheduling

If charging does not start at the scheduled time, the reason may be:

• the charging station has no connection and therefore cannot retrieve the schedule from Charge Amps Cloud 
• scheduling is enabled but incorrectly configured
• Verify that:
  • the charger is online
  • the outlet is set to scheduled charging
  • the schedule symbol is displayed (red clock)

Volvo plug-in hybrids

Some Volvo plug-in hybrids may have issues waking up for scheduled charging.

• Older Sensus-based models can use scheduling via the Volvo On Call app
• Newer Google-based models may sometimes need to be woken manually

One possible workaround is to automate opening the Volvo app at certain times to wake the vehicle.

Phases are rotated between the power meter and the charger

If the phases are incorrectly connected between the power meter and the charger, load balancing may stop charging.

Troubleshooting

1. Disable load balancing.

2. Set the charger to 1-phase.

3. Start charging on L1.

4. Check in the power meter 24-hour graph that L1 increases.

Repeat the same check for:

• L2
• L3

If another phase increases instead of the one charging, the phases are rotated somewhere in the installation.

Check the following:

• incoming L1, L2 and L3 in the installation
• incoming L1, L2 and L3 to the charger
• that the current transformers for the power meter are installed on the correct phase
• that the current transformers are correctly connected in the terminal block