How you get a charger back online depends on the model. Most Smappee chargers go online through a Connect module, via Wi-Fi, Ethernet (network cable) or as a 4G Connect. The EV Wall V4, EV One V4 and EV Dual have the internet connection built in, via Ethernet or 4G.
Which charger do you have?
| Charger | Serial number starts with | Go to |
|---|---|---|
| EV Wall, EV Base, EV One EV Wall Business V2 / V3, EV One Business V3 EV Wall Home V2 / V3, EV One Home V3, EV Wall Lite V3 EV Base V1 / V2 / V3 |
6230, 6030, 6531 6100, 6120, 6522 6200, 6220, 6521, 6222 6000, 6010, 6020 |
Step 1 (chargers with a Connect) |
| EV Wall V4, EV One V4, EV Dual | 6240 / 6241, 6541, 6630 / 6631 | EV Wall V4, EV One V4 and EV Dual |
What happens while the charger is offline?
| Chargers with a Connect | EV Wall V4, EV One V4, EV Dual | |
|---|---|---|
| Smart charging | Does not work | Does not work |
| Charging | Depends on the offline charging setting. On: the charger keeps charging at a fixed, reduced charging current (the failsafe current), minimum 6 A. Off: the charger does not charge until it is back online. | No offline charging setting. A session that is already running keeps charging at 6 A until the connection is back. A new session cannot start. |
| RFID cards | Only the last 10 RFID cards used on this charger are accepted. | A new session cannot start while offline. |
Which Connect do I need to check?
On EV Wall Home, EV One Home and EV Wall Lite, the Connect of the charger is also the Connect of the energy monitoring system (CT Hub, Power Box). One Connect does both.
On EV Wall, EV Base, EV One and the Business models, the charger has its own Connect inside the charger. If a Smappee energy monitor is installed as well, that system has its own separate Connect.
Always work with the Connect that belongs to the charger. Not sure? Check the serial number label on the Connect: it starts with 5130 (or 5140 for a 4G Connect).
Step 1: How is your charger connected?
| Connection | Go to |
|---|---|
| Wi-Fi | Step 2, then Step 3a |
| Ethernet (network cable) | Step 2, then Step 3b |
| 4G Connect | 4G Connect |
| Not sure | Check whether a network cable goes into the Connect. |
Step 2: Check the LED on the Connect
Check the LED on the Connect, not the LED on the front of the charger. On most chargers the Connect sits inside the charger, so the cover has to be opened to see it. This is best done by your installer, but you can also do it yourself.
| Connect LED | What it means | What to do |
|---|---|---|
| Green, breathing | Online | The Connect is connected. If the app still shows the charger as offline, wait a few minutes and refresh. |
| Blue, flashing |
Wi-Fi: the Connect is ready to be configured. Ethernet: there is no internet over the cable. |
Wi-Fi: Step 3a, then Step 4. Ethernet: Step 3b. |
| Green, continuous | Connected to the network, but the Connect cannot reach the Smappee servers. Usually a firewall. | Check the firewall settings with the IT of the location, see How should my Network (Wi-Fi and firewall) be configured? If the network uses MAC filtering, contact Smappee support to get the MAC address of the Connect. |
| Red, continuous or flashing | Internet connection problem | Wi-Fi: Step 3a (signal, network details). Ethernet: Step 3b. |
Step 3a: Wi-Fi checks
- Did the Wi-Fi password or network name change? For example after a new router or a password change. This is the most common reason a charger goes offline. Reconnect the Connect with the new details via Step 4.
- The Connect only works on a 2.4 GHz network. 5 GHz is not supported.
- Does the router send 2.4 GHz and 5 GHz under the same network name? Give them separate names, or switch 5 GHz off during the setup.
- The network name must be visible (not hidden), secured with WPA or WPA2, with DHCP on and MAC filtering off.
- Signal: check the Wi-Fi on your phone while standing at the charger. Weak on your phone means weak for the Connect. The metal housing of the charger also weakens the signal. See Acceptable Wi-Fi signal strengths. If the signal stays too weak, Ethernet is the more reliable option for a charger.
Network in order? Continue with Step 4 to reconnect.
Step 3b: Ethernet checks
- The internet cable must be plugged into the Connect. Other network ports in the charger are not for internet.
- Use a standard network cable (minimum Cat5, RJ45). Power over Ethernet (PoE) is not supported.
- The small light on the network port should blink green, both on the Connect and on the router. If not, try another cable, and test the same cable and router port with a laptop.
Once the cable or router problem is solved, most Connects detect the Ethernet connection by themselves and come back online within a few minutes. Still offline? Then your Connect may be an older one that needs to be set to Ethernet in the app: follow Step 4 and choose Ethernet.
Step 4: Reconnect the Connect via the Smappee app
You need the Smappee app, your installer or customer account, and the Wi-Fi password if you connect over Wi-Fi.
- Open the Smappee app and go to Settings > Charging stations.
- Select the charging station that is offline and tap Connect.
- Tap Change your setup and choose Wi-Fi or Ethernet.
Connecting via Wi-Fi
- The app asks you to connect your phone to the hotspot of the Connect. It shows up in the Wi-Fi list of your phone as smappee5130xxxxxx (the numbers match the serial number of the Connect).
- Go to the Wi-Fi settings of your phone and connect to this hotspot.
- Go back to the Smappee app and continue.
- Select your own Wi-Fi network (2.4 GHz) and enter the password.
- Wait until the Connect LED turns green and breathing. The charger is back online.
Stand right next to the charger during these steps, otherwise your phone may not find the hotspot.
Connecting via Ethernet
- Make sure the network cable runs from the Connect to the router or switch.
- Choose Ethernet and follow the steps in the app.
- Wait until the Connect LED turns green and breathing. The charger is back online.
Step 5: Replacing the Connect (only for a defective Connect)
Only use this if the Connect itself is defective and has to be physically replaced. To reconnect an existing Connect, use Step 4.
- Make sure the new Connect is installed in or with the charger and powered on.
- Home and Lite models: replace the Connect that is connected to the charger.
- EV Wall, EV Base, EV One and Business models: replace only the Connect inside the charger. Do not replace the Connect of a separate energy monitor.
- Open the Smappee app and go to Settings > Charging stations.
- Select the charging station and tap Connect, then Replace your Connect.
- Follow the steps in the app to link the new Connect.
- Set up the internet connection as in Step 4.
4G Connect
A 4G Connect (serial number starts with 5140) goes online through the mobile network with a built-in eSIM. No Wi-Fi, no cable and no setup in the app are needed.
- Placement: install the 4G Connect next to the charger, not inside it. The metal housing of the charger blocks the mobile signal.
- Choose a spot with good mobile reception. If needed, move the 4G Connect to a better position.
- Keep your hand away from the 4G Connect while reading the LED. Your hand also weakens the signal.
- No 4G coverage at the location? Switch to a standard Connect with Ethernet or Wi-Fi.
- A defective 4G Connect cannot be fixed in the app. Contact Smappee support.
EV Wall V4, EV One V4 and EV Dual
The EV Wall V4 (6240 / 6241), EV One V4 (6541) and EV Dual (6630 / 6631) have no separate Connect. The internet connection is built into the charge controller of the charger. It goes online in one of two ways: with a network cable (Ethernet) or with the built-in 4G (eSIM). Wi-Fi is not yet available on these models, and they cannot be combined with a 4G Connect.
How do I see that the charger is offline?
- The Smappee app or Dashboard shows the charger as offline.
- After a restart, the display shows "Welcome to Smappee". After about 60 seconds, an icon in the top-right corner shows how the charger is connected: an Ethernet plug or "4G".
- When the charger is offline, the display shows that the charger is not available, with an error code:
| Code | Meaning | What to check |
|---|---|---|
| E01 | No time synchronisation (NTP) | The firewall must allow outgoing NTP traffic (UDP port 123). |
| E02 | No IP address received | The router must give the charger an IP address (DHCP). |
| E03 | No connection with the Smappee cloud | The firewall must allow outgoing HTTPS traffic. |
The full network requirements are in How should my Network (Wi-Fi and firewall) be configured? and Firewall Rules for Smappee.
Connected with a network cable (Ethernet)
- Check that the network cable is plugged in on both ends.
- Check that the router is on and meets the network requirements (see above).
- EV Dual only: several EV Duals connected in a chain? Every EV Dual earlier in the chain must be switched on and online.
- Restart the charger: switch its power off and on again.
Connected with the built-in 4G
When no network cable is plugged in, the charger connects through 4G automatically. 4G connectivity is included for 2 years on the EV Wall V4 and EV One V4, and for 5 years on the EV Dual. You can also use 4G to test whether the problem is in your own network:
- Unplug the network cable and restart the charger (power off and on). 4G connects automatically.
- To go back to Ethernet: plug the network cable back in and restart the charger again.
- EV Dual Base: make sure the 4G antenna is relocated correctly, as described in the installation manual. See Smappee EV Dual - Documents and manuals.
- Charger still offline on 4G? The mobile reception at the location is probably too weak. Use a network cable (Ethernet) instead.
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