Remote troubleshooting

The first step to determine whether the charging station has a hardware fault is to disable all functions that may affect charging from the Partner Portal.

Perform the following steps in order:

1. Disable load balancing

2. Remove API

3. Disable OCPP proxy

4. Disable CEaaS

5. Change endpoint

Load balancing

Start by disabling load balancing.

The charger may be correctly configured but still receive too little allocated current, which can limit charging. When load balancing is disabled, the charger operates without external control.

If charging works after load balancing is disabled, the cause is likely within the load balancing system. Refer to our guides and manuals for troubleshooting load balancing.

If the problem persists, continue troubleshooting according to the steps above.

API

If the charger is controlled via an API, the API integration may be limiting charging.

To ensure that no API is controlling the charger, the charger owner should:

    • log in to the app
• disable the API connection to the organization

If the charger is connected to an external application or service, uninstalling the app is not enough. The charger must be deregistered from the service.

OCPP Proxy

If the charger is connected via OCPP proxy, it may control the charger’s behavior and affect charging.

Disable the OCPP proxy via the Partner Portal to rule out that it is limiting charging.

CEaaS

CEaaS is Charge Amps’ equivalent to the OCPP proxy for OCPP chargers. The function may affect the charger’s behavior.

Disable the CEaaS connection to the charger via the Partner Portal.

Change endpoint

If the charger is connected to another CPMS (Charge Point Management System), the communication may affect charging.

To rule this out, the charger can be pointed back to the Charge Amps CPMS.

Endpoint:
wss://ocpp.charge.space/ocpp

When the charger is connected to the Charge Amps CPMS, better troubleshooting options are also available.

On-site troubleshooting

Power supply

If the charger has completely stopped working:

1. Check the RCD (residual current device)

2. Verify that voltage is present on the incoming supply

Red light or fault indication

If the charger shows a red light or indicates a fault in the portal, it may be caused by the following:

    • The pilot cable has lost contact or has poor contact in the terminal block. Reconnect the pilot cable in the terminal block.

    • The charger indicates a ground fault. Disconnect the 6-pin terminal block where the red light is located if the charging cable is damaged.

    • Relay issue. This may be caused by a misalignment that Charge Amps support can adjust.

Charging cable

Check the charging cable:

    • Verify that the charging handle is not damaged

    • Check that there is no cable break

    • Verify that all wires from the charging cable have proper contact in the connector to the circuit board

If the charger never registers contact with the vehicle, the pilot cable should be checked.

Down LED

If the Down-LED is malfunctioning it may interfere with the main circuit board.

Disconnect the Down-LED and verify that the charger starts correctly.

Damage

Check the following during a visual inspection:

    • The Charge Amps logo should be upright. If the front cover is mounted upside down, the Schuko outlet may press against the circuit board and cause damage.

    • WiFi components on the circuit board may be damaged if the front cover is installed incorrectly.

    • The sealing ring for the LED ring must be intact and not cracked.

    • The LAN port may break if the wrong type of LAN cable is used.

    • Check that there are no screw damage marks on the traces on the circuit board.

    • Verify that no components have been hit or damaged during installation.

    • Check that there are no burn marks or other signs of short circuits on the circuit board.

Moisture damage

Halo has an IP66 rating and is designed for outdoor environments. If moisture is found inside the charger, it is usually caused by:

• moisture entering during installation
• damaged components
• insufficient sealing
• Visually inspect the circuit board. Moisture often leaves white residue or oxidation marks.

Also check that:

• all four O-rings on the mounting bolts are intact
• the sealing ring between the chassis and front cover is correctly installed

If moisture has entered, it is usually clearly visible as corrosion or oxidation on the circuit board.