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Installation Troubleshooting

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Our chargers are easy to install and require no earth rods. Install templates are on the packaging and technical support guides.

If there is no connected customer Wi-Fi and the unit requires a firmware update , we suggest you use your mobile phones Wi-Fi hotspot function to enable access to the internet.
Connect the chargepoint to your personal hotspot using the Wi-Fi setup feature in the S&P app. Once the charge unit is connected to the hotspot the firmware update will automatically start.
Please note the charge unit only supports 2.4hz Wi-Fi. When using newer 5Hz compatible phones, ensure the compatibility mode feature is enabled.

 

Confirm the charging rate of the vehicle, it may only be able to charge at 16amps (3.6kW) if this is not the case confirm the charger settings are correct, then check the vehicle settings and ensure it is set to max charge rate.

Note: some hybrid vehicles are now twin phase giving the customer the ability to charge faster, however this will require a Home 22 Plus (3-phase) charger and a 3-phase supply.

If the charger is set to max charging i.e., 32amps, this may be all the vehicle can accept. Most 3-phase vehicles will only charge at 16amps per phase (11kW/48amps). This is not to be confused with DC max charge rate which can range from 50-350kW

Ensure you are using the cable sizes recommended by us, you will struggle to install any cable larger that 10mm2 5 core SWA. Do not attempt to terminate 16mm2 as this may damage the terminals within the charger.

If you have the correct network and password and you still can’t get connected it could be that the customers Wi-Fi security is the issue. You can prove this by connecting to a mobile hotspot, if this connects without any problems, ask the customer to check their network settings as they may need to allow access for the charger to connect.

Check the voltage at the charger terminals, confirm that the voltage is between 207-253vac. If this is within range, carry out tests on your incoming earth and confirm this is correct for the type of earthing arrangement and expected Zs values.

Try using our identify mode. Open the S&P app and access the Chargepoint screen, in here you will see a list of all chargers within Bluetooth range. To the left of each serial number there is a Bluetooth symbol, tap this symbol and the charger selected will enter Identify mode and start flashing a blue status LED.

First, you need to ensure the firmware on the charger is updated to the latest version. To do this, the charger needs to be connected to the Wi-Fi, and it will automatically start updating the firmware. (indicated by the flashing magenta LED)

If there is no Wi-Fi at the location of the charger, please refer to the first question on this list for how to connect to a hotspot and update the firmware.

Make sure the two small cables from the CT clamp are terminated in the correct terminals, refer to the Energy Manager manual for the correct terminations.

Ensure the antenna is connected into the Energy Manager, and wrapped around the live cable going in the consumer unit.

If the grid reading in the app is saying “exporting”, unless the customer has solar panels and is genuinely exporting surplus solar, the CT clamp has likely been installed the wrong way around.

As a final check, try plugging in a vehicle and charging. You should see the grid reading increase by the same amount the car is charging at.

To enter test mode and get faster updates of the readings, simply press the Pair button again. This will make the Energy Manager broadcast readings every 10 seconds, so you can see the readings clearly.

This can occur if there are issues with the antenna wire.

  • The antenna is on the Neutral wire instead of the Live wire.
  • The excess antenna wire is picking up lots of interference from something nearby.
    • If there is any excess, it is best to wrap it around the live wire rather than leaving it dangling.
  • The antenna is on a Live wire which is not live.
  • The antenna is not connected to the right pin on the Energy Manager.
  • There is not enough length of the antenna wire on the live wire.
  • The live wire is part of another cable which has a screening shield.
  • If it is a three-phase system, the antenna is not on the right Live wire.