Support

If charging is interrupted the most common problems are:

• Excessive other consumption in the unit
  As a partner you can see this and look at the meter under the menu “meter”. This shows the consumption charts from the last 24 hours and 7 days.Check the time during charging when the customer experienced the problem and see what the consumption was at that point. Check whether the customer has high consumption in general and suggest upgrading the main fuse if appropriate.As the end user you can ask your partner to access the charts from your meter to see the consumption in your unit.
• Rotation from meter to charging box
  Rotation is common either in the unit or during installation. You can identify the problem by deactivating the load balancing and then opening the charging box and setting to single phase. Then start charging on L1. Check whether the chart for L1 is increasing in sync with the charging on the meter 24hour chart. Repeat this procedure for L2 and L3.If the chart increases correctly in comparison with the phase selected for charging then everything is correct. However, if a different phase increases than that where charging should be taking place then some rotation is occurring somewhere.
  Check that the incoming L1, L2 and L3 is consistent with the incoming L1, L2 and L3 in the charging box.
  Also check that the current transformer to the meter is set to the correct phase and that they are correctly sited in the terminal block.
• Connection
  When Charge Amps Halo is load-balanced but connection is lost, charging will be interrupted and restarted in an “offline state”. This is because the charging box and the load balancing can no longer communicate.- Check the signal strength to the charging box and meter. This should be at least -80 dBm where -60 dBm is a very strong signal and -90 very weak.- If the charging box is connected via an extender/repeater, check that this has a good signal to its AP (access point).- If the customer has a mesh system, it may mean that Charge Amps products struggle to focus on the AP with the best signal strength. The easiest workaround for this problem is to install an extender/repeater with a different SSID which only the Charge Amps Halo is connected to. This will then remain fixed to the same AP.- Charge Amps Halo only works on 2.4 GHz meaning that networks which transmit both 2.4 and 5 GHz on the same SSID may be a problem.An extender/repeater is also a solution to this problem. Install it with a different SSID than the rest of the network and set it to 2.4GHz.
  Alternatively, remove the 5 GHz frequency from the network if you don’t need it. 5G has faster speeds but a shorter range. However most manage with the speeds at 2.4 GHz frequency.
• Lowest current too low
  All vehicles have a lower current threshold for charging. This varies between models. If the load balancing is set lower than the threshold for the vehicle, charging cannot commence.

If charging doesn’t start as it should, the most common problems are:

• Excessive other consumption in the unit
  As a partner you can see this and look at the meter under the menu “meter”. This shows the consumption charts from the last 24 hours and 7 days.Check the time during charging when the customer experienced the problem and see what the consumption was at that point. Check whether the customer has high consumption in general and suggest upgrading the main fuse if appropriate.As the end user you can ask your partner to access the charts from your meter to see the consumption in your unit.
• Lowest current too low
  All vehicles have a lower current threshold for charging. This varies between models. If the load balancing is set lower than the threshold for the vehicle, charging will not commence.
• Schedule
  If charging fails to start according to schedule the reason may be as follows:- The charging box loses connection and is unable to collect the scheduling information from Charge Amps Cloud.- You have a Volvo plug in hybrid. There is a problem with Volvo plug-in hybrids which don’t activate according to schedule.Older Volvo plug-in hybrids which are Sensus-based can add a programme in the Volvo on call app.
  Unfortunately, it doesn’t work with a Google-based hybrid. You can work around this problem with an iPhone with mha function. Automate a shortcut to open the Volvo app at certain times overnight to “awaken” the vehicle.- Check that the socket is set per the schedule. A red clock symbol clock.
• Rotation from meter to charging box
  Rotation is common either in the unit or during installation. You can identify the problem by deactivating the load balancing and then opening the charging box and setting to single phase. Then start charging on L1. Check whether the chart for L1 is increasing in sync with the charging on the meter 24hour chart. Repeat this procedure for L2 and L3.If the chart increases correctly in comparison with the phase selected for charging then everything is correct. However, if a different phase increases than that where charging should be taking place then some rotation is occurring somewhere.
  Check that the incoming L1, L2 and L3 are consistent with the incoming L1, L2 and L3 in the charging box.
  Also check that the current transformer to the meter is set to the correct phase and that they are correctly sited in the terminal block.
• Installation
  Check that nothing is kinked anywhere.
  • Check that the socket is “on” and not “off” as well as that the programme is off if it shouldn’t be activated.
  • Check that the RFID lock is not on unless it should be.
  • If RFID should be activated and the charging box is load balanced, check that RFID is configured correctly in the admin interface. RFID must be connected to a user and a charging box.

If charging does not take place as expected the following may be the cause

• Offline charging box
  If your Charge Amps Halo is load balanced and has lost connection it will only be able to be charged on one phase and at a limited speed.
• Meter offline
  If your meter has gone offline, you will be able to charge on all phases but with limitations.
• Excess loading
  If the unit has excess consumption and the charging box is load balanced, charging will be limited. If you are unable to view your consumption as the end customer, you can ask your partner for access to view this.
• Incorrect information on vehicle model
  It is not uncommon that the vehicle model doesn’t charge as the user expected.
  You can find most electric vehicle models and charging details onhttps://ev-database.org/. If you cannot find the information needed, contact your vehicle manufacturer.Plug-in hybrids usually charge on single phase. Certain ones can charge on 2 phase but none charge on 3 phase.
• Installation error
  There is a risk that load balancing is incorrectly installed. If you are unsure about installation Charge Amps offers an online training for installers: https://www.chargeamps.com/charge-amps-installer-training/ along with several guides which are distributed in when partner accounts are created. If this is missing, contact support on support@charge-amps.com

If the charging box is offline check the following:

• WiFi configuration
  If it says “Offline since” and a date before installation, this is the date of testing in production. This means that it has either never been configured to WiFi or that this has been unsuccessful.
• Signal strength
  If Charge Amps Halo goes offline occasionally, check the signal strength to the charging box and meter. It should be at worst around -80 dBm where -60 dBm is very good signal strength and -90 is very poor.
• Access point
  If Charge Amps Halo is connected via an extender/repeater check that it has a good signal strength at its AP (access point).
• Mesh network
  If the unit has a mesh network, this may mean that units connected to it may struggle to stay connected where the signal is best. One workaround for this is to use an extender/repeater with a different SSID than the rest of the network so Charge Amps produce remain fixed on that. With wireless mesh networks it is important that the access points (AP) are evenly distributed. Siting an AP nearer to the charging box causing a greater distance to the next AP will yield worse results than having equal distance between access points.

If the charging box doesn’t start, investigate the following:

• Cabling
  Check that all cabling is sitting as it should.
• LED card
  If the charging box doesn’t start, you can try disconnecting the circuit board from the lower LED lamp from the main circuit board. If this fails, it can disturb the main circuit board.

• Restrictions
  If the charging box is not load balanced it may need to be restricted to avoid over loading. This is done in the user interface, either at my.charge.space or in the Charge Amps app.

• Schuko
  Schuko can only be used when charging is not underway and usage is lower than 10 A.If the charging box is load balanced, 10 A must be accessible in order to use the schuko. In the load balancing group, “socket activated” must be selected for the socket to be used.

If charging is interrupted, the most common problems are as follows:

• Excessive other consumption in the system
  As a partner you can see this if you go into the meter and look under the menu option “meter”. This shows the usage charts from the last 24 hours and 7 days.Check the time during charging when the customer experienced the problem and see what the consumption was at that point. Check whether the customer has high consumption in general and suggest upgrading the main fuse if appropriate.As the end user you can ask your partner to access the charts from your meter to see the consumption in your system.
• Rotation from meter to charging box
  Rotation is common either in the system or during installation. You can identify the problem by deactivating the load balancing and then opening the charging box and setting to single phase. Then start charging on L1. Check whether the chart for L1 is increasing in sync with the charging on the meter 24hour chart. Repeat this procedure for L2 and L3.If the chart increases correctly in comparison with the phase selected for charging then everything is correct. However, if a different phase increases than that where charging should be taking place then some rotation is occurring somewhere.
  Check that the incoming L1, L2 and L3 is consistent with the incoming L1, L2 and L3 in the charging box.
  Also check that the current transformer to the meter is set to the correct phase and that they are correctly sited in the terminal block.
• Connection
  If Charge Amps Amp Guard loses its connection then charging will stop and the charging session will begin again, the charging will then be limited.- Check the signal strength for Charge Amps Amp Guard. This should be at least -80 dBm where -60 dBm is a very strong signal and -90 very weak.- If the Charge Amps Amp Guard is connected via an extender/repeater, check that this has a good signal to its AP (access point).- If the customer has a mesh system, it may mean that Charge Amps products struggle to focus on the AP with the best signal strength. The easiest workaround for this problem is to install an extender/repeater with a different SSID which only the Charge Amps product is connected to. This will then remain fixed to the same AP.- Charge Amps Amp Guard only works on 2.4 GHz meaning that networks which transmit both 2.4 and 5 GHz on the same SSID may be a problem for the Charge Amps Amp Guard.In this case, an extender/repeater is also a solution to this problem. Install it with a different SSID than the rest of the network and only set it to 2.4GHz.
  Alternatively, remove the 5 GHz frequency from the network if you don’t need it. 5G has faster speeds but a shorter range. However, most manage with the speeds at 2.4 GHz frequency.
• Lowest current too low
  All vehicles have a lower current threshold for charging. This varies between models. If the load balancing is set lower than the threshold for the vehicle, charging is interrupted when the vehicle receives too little current.

If charging doesn’t start as it should, the most common problems are as follows:

• Excessive other consumption in the system
  As a partner you can see this if you go into the meter and look under the menu option “meter”. This shows the usage charts from the last 24 hours and 7 days.Check the time during charging when the customer experienced the problem and see what the consumption was at that point. Check whether the customer has high consumption in general and suggest upgrading the main fuse if appropriate.As the end user you can ask your partner to access the charts from your meter to see the consumption in your system.
• Lowest current too low
  All vehicles have a lower current threshold for charging. This varies between models. If the load balancing is set lower than the threshold for the vehicle, charging cannot commence.
• Rotation from meter to charging box
  Rotation is common either in the system or during installation. You can identify the problem by deactivating the load balancing and then opening the charging box and setting to single phase. Then start charging on L1. Check whether the chart for L1 is increasing in sync with the charging on the meter 24hour chart. Repeat this procedure for L2 and L3.If the chart increases correctly in comparison with the phase selected for charging then everything is correct. However, if a different phase increases than that where charging should be taking place then some rotation is occurring somewhere.
  Check that the incoming L1, L2 and L3 is consistent with the incoming L1, L2 and L3 in the charging box.
  Also check that the current transformer to the meter is set to the correct phase and that they are correctly sited in the terminal block.

If charging does not take place as expected, then the following may be the cause

• Meter offline
  If your meter has gone offline, then the car will be able to charge on all phases but with limitations.
• Excessive load
  If the system has excess consumption and the charging box is load balanced, then charging will be limited. If you are unable to view your consumption as the end customer, you can ask your partner for access to view this.
• Incorrect information on vehicle model
  It is not uncommon that the vehicle model doesn’t charge as the user expected.You can find most electric vehicle models and charging details onhttps://ev-database.org/. If you cannot find the information needed, contact your vehicle manufacturer.Plug-in hybrids usually only charge on single phase, certain ones can charge on 2-phase but none charge on 3-phase.
• Incorrect settings
  There is a risk that load balancing is incorrectly installed. If you feel uncertain as an installer, then Charge Amps has an online training course for installers. See the course at: https://www.chargeamps.com/charge-amps-installer-training/ along with several guides which are distributed in when partner accounts are created. If you are missing these, then please contact Charge Amps Support at support@charge-amps.com

If the Charge Amps Amp Guard is offline, then check the following:

• WiFi configuration
  If it says “Offline since” and a date before installation, this is the date of testing in production. This means that it has either never been configured to WiFi or that this has been unsuccessful.

• Signal strength
  If Charge Amps Amp Guard goes offline occasionally, then check the signal strength. It should be at worst around -80 dBm where -60 dBm is very good signal strength and -90 is very poor.
• Access point
  If Charge Amps Amp Guard is connected via an extender/repeater check that it has a good signal strength at its AP (access point).
• Mesh network
  If the system has a mesh network, this may mean that units connected to it may struggle to stay connected to the access point that has the best signal strength. One workaround for this is to use an extender/repeater with a different SSID than the rest of the network so Charge Amps products remain fixed on that.With wireless mesh networks it is important that the access points (AP) are evenly distributed. Placing an AP closer to the charging box and then having a greater distance to the next AP will provide worse results than having equal distance between access points.

• Power
  Charge Amps Amp Guard is powered from the meter cabinet to the terminal block on the Charge Amps Amp Guard. From a C10a to L1 and N on the connection block or 3 x C10 to L1, L2, L3 and N if the customer has solar cells.
• Solar cells
  You must connect all phases in Charge Amps Amp Guard and tick that the installation uses solar cells under “current meter” in the partner account.

• Configuration
  You need a partner account for this. Create an account at my.charge.space without registering yourself to the charging box. Then send an email to support@charge-amps.com containing:- Company name
  – Address
  – Email address (and what email address you used when you created an account at my.charge.space)
  – Telephone number