How to check the internet connectivity of a Smappee product

How to check whether a charging station's internet connection is causing an issue, and where to look for the answer.

An EV Line product (EV Wall, EV Base, EV Wall Business) needs a stable internet connection to work properly. There are a few ways to check whether a charging station has a connectivity issue.

Physically

The Smappee Connect's LED turns red when there's a connectivity issue.
During installation, if the LED first turns red and then starts blinking blue again while you're linking the Smappee Connect to Wi-Fi, it means the connection isn't allowed on that Wi-Fi network. Always double-check the Wi-Fi password, and connect your own smartphone to the same network as a test.

Remotely

Check the Online/Offline status.
Check the historic data.

Things to check on site

Check the ethernet cable with a cable tester.
Check the firewall. If the Connect runs into firewall issues during installation, its LED can stay green continuously: green means the Connect got an IP address, but it only starts pulsing once it can reach our MQTT servers. See the firewall rules in How should my Network (Wi-Fi and firewall) be configured?
Check with a laptop whether you have a working internet connection on the same ethernet cable or Wi-Fi network as the Smappee Connect.
If you're using Wi-Fi, make sure the Wi-Fi password hasn't changed, and check the Wi-Fi signal at the spot where the Connect is installed.
- For EV Base and EV Wall Business, always use an ethernet cable.

Note: If you've checked all of the above and you're sure the internet connection itself is fine, also check status.smappee.net to rule out an issue with the Smappee Cloud.

Online/Offline status

Go to the Charging Stations card. Once you've selected the right charging hub, you'll see an overview of all charging stations and their status.

The status is based on the station's live data:

Response time	Status shown
Less than 60 seconds	Online
Slower than usual	Loading
More than 60 seconds	Offline

Charging Stations overview showing station status Charging station showing Loading status Charging station showing Offline status

Note: If the Dashboard has been open for a long time, it can also show a station as Offline while it's actually online. Refresh the webpage to get the current status before troubleshooting further.

This Online/Offline status is also shown in the Charging station configuration card.
Online/Offline status in the Charging station configuration card

In the Smappee app, you'll see a red warning icon when the charging station is offline. You can find this under Control > All > Smart devices.
Red warning icon for an offline charging station in the Smappee app

Historic data

A charging station also posts and saves historic consumption data in the cloud. You can see this in the Charging consumption card on the Smappee Dashboard.

Data is updated every 5 minutes, so even without an active charging session, you should always see data from at least the last 15 minutes. If you don't, that's a sign of a connectivity issue.
Charging consumption card showing regularly updated data

Example of what it looks like when no data has been posted:
Charging consumption card showing no data posted