Network connection and troubleshooting (Aura)

Modified on Thu, 19 Mar at 11:11 AM

Configuration & troubleshooting guide Wi-Fi 2.4 GHz, LAN and LTE

Prerequisites for the Wi-Fi connection to work

Before you start configuring the charger, it is important to check the following:

• The signal strength must be sufficient.
Recommended signal strength is RSSI better than −80 at the charger.

• The network must use only the 2.4 GHz frequency band.
Charge Amps chargers cannot connect to networks that only use 5 GHz.

• If your router uses both 2.4 GHz and 5 GHz (dual-band), the charger may sometimes lose the connection.
It may therefore be necessary to lock the network to 2.4 GHz or use a separate access point / Wi-Fi extender.

• Mesh networks may cause connection issues.
If mesh is used, the access point closest to the charger should have its own unique network name (SSID).

This ensures that the charger always connects to the correct access point and not one that is further away.

• Make sure you have the correct Wi-Fi credentials.
You will need the network name (SSID) and password.

Wi-Fi configuration

Set your mobile device to airplane mode and forget / remove Wi-Fi networks that your device has previously connected to nearby.
This prevents the mobile device from automatically switching to another network during configuration.
Restart the charger by turning the fuse off and on.
Open Wi-Fi settings on your mobile device and look for the network
AURA_NNNNNN
where NNNNNN are the last six digits of the charger’s serial number.
Connect to this network.
The password is the charger PIN code.
Open Google Chrome on your mobile device.
Enter the following address in the address bar:
192.168.250.1
You will now reach the charger’s configuration page.
Enter the charger PIN code when prompted to log in.
Click the menu icon in the top right corner and open Wi-Fi settings.
Select your network from the list.
Enter the network password at the bottom of the page and click “Update”.
The charger will now restart.
Once the charger has restarted, you can open
192.168.250.1 in Chrome again and log in.
On the configuration page it should now say:
“Connected to Wi-Fi NNN”
where NNN is the name of your network. Signal strength is also shown here.

Problems connecting the charger to Wi-Fi

If the charger does not connect to Wi-Fi after following the configuration guide above, start by checking the points below. These resolve most connection issues.

Quick checks

Check the following before continuing with further troubleshooting:

• Enable airplane mode on your mobile device and forget / remove Wi-Fi networks the device has previously connected to nearby.
This prevents the phone from automatically switching to another network during installation.

• Make sure the Wi-Fi signal is strong enough at the charger.
Signal strength should be better than RSSI −80.

• Ensure that your network uses the 2.4 GHz band.
The charger cannot connect to networks that only use 5 GHz.

• If you are using a mesh network, make sure the access point the charger connects to has its own unique SSID.

• Ensure that no cable is connected to the LAN port on the product.
If LAN is used, the Wi-Fi connection will not work.

• Restart the charger by turning the fuse off and on.

Common problems

I cannot find the charger’s Wi-Fi network

Check the following:

• The charger is powered and has recently been restarted.
It broadcasts its internal Wi-Fi for about 10 minutes after startup.

• No LAN cable is connected to the product.
Nothing should be connected to the LAN port or Wi-Fi will be disabled.

• Your phone is in airplane mode and previously saved Wi-Fi networks nearby have been removed.

• Try using another mobile device, preferably from a different manufacturer.

I can connect to the charger’s Wi-Fi but the configuration page does not open

Check the following:

• The charger has recently been restarted and is still broadcasting its internal Wi-Fi.

• Your phone is in airplane mode and previously saved Wi-Fi networks have been removed.

• Use Google Chrome as your web browser.

• Try another mobile device.

• Clear the browser cache.

• If the problem persists, you can turn off the charger for a few hours and then start it again.

I enter Wi-Fi credentials but the charger does not connect

Check the following:

• SSID (network name) and password are entered correctly.

• The charger has been recently restarted and is broadcasting its internal Wi-Fi.

• Your phone is in airplane mode and previously saved Wi-Fi networks have been removed.

• The Wi-Fi signal is stronger than RSSI −80.

• The network uses 2.4 GHz.

• If using a mesh network, the access point has a unique SSID.

LAN

LAN normally requires no configuration. Connect an Ethernet cable between the charger and the router – it will connect automatically.

Requirements:

Internet access without captive portal or authenticating proxy

If the charger does not come online via LAN, check the following:

IP address (DHCP)

The charger uses DHCP and requires a dynamic IP address.

Ensure that:

DHCP is enabled in the network
The router has available IP addresses

For IT / network administrator

Basic requirements

DHCP required (no support for static IP)
Only outbound traffic is required (no inbound traffic needed)

Allow the following destinations:

HTTP (port 80)

20.50.2.11
Used for CAPI (capi.charge.space)

HTTPS (port 443)

20.238.130.224/28
Used for OCPP (ocpp.charge.space)

FTP (port 21 + dynamic ports in PASSIVE mode)

104.41.201.115
Used for firmware updates (may in some cases use HTTPS)

Other (recommended):

NTP: time.google.com (UDP 123)
ICMP: ping to 8.8.8.8 (connectivity test)

Common blockers (corporate networks):

Strict outbound filtering
Proxy requiring authentication
VLAN with client isolation
Blocked FTP (most common cause of failed updates)

LTE

SIM card

• The SIM card must be activated by the operator.
• PIN code must be disabled on the SIM card.

Signal

On the 4G modem (Teltonika TRB140) there are LED indicators that show:

• signal strength
• which mobile network is used

Make sure the signal strength is sufficient before continuing troubleshooting.

LAN port

• If the LAN port on the modem and the Aura LAN port blink orange, data is being transmitted between the devices.

• No blinking may indicate that communication between the charger and the modem is not working.

Log in to the Teltonika modem

If you need to check or configure the modem:

Connect a micro-USB cable between the computer and the Teltonika modem
Wait about 1 minute
The computer should detect the modem as a USB network device
Open a web browser and go to 192.168.2.1
Username: admin
Password: ChargeAmps2016!

Troubleshooting – Aura does not reconnect after a power outage

In some cases the 4G module may lock after a power loss.
Perform a full restart of the modem:

Remove the SIM card from the Teltonika modem
Disconnect the LAN cable between the modem and the charger
Turn off the power to the charger for at least 10 seconds
Turn the power on again
Reinsert the SIM card
Reconnect the LAN cable between the modem and the charger

When the charger starts again, the modem should reconnect to the mobile network and the charger should reconnect to the cloud service.

Need more help?

Contact in the following order:

Installer → Distributor → Charge Amps support

for further assistance.