Home Charging Troubleshooting Guide

This guide covers the most common issues with Zaptec and other home chargers, along with clear steps to diagnose and resolve them.

Zaptec Home Charging

Common Issues and Solutions

The customer starts charging, but the car does not charge (Zaptec)

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Issue Zaptec chargers transferred from another company may have their “Maximum current” value set to 0.

Solution:

1. In the Zaptec portal, navigate to: Installations → Select the charger → Circuits.

2. Review the installation details:

   • Check how many phases the installation uses (e.g. TN 3 phase).
   • Identify the amp rating (e.g. 20A = 20 amps).

3. Typical configurations:

   • Newer 11 kW installations: 20A (includes a 4A safety buffer).
   • Older 11 kW installations: 16A.

4. Under Circuits, select the charger and set Maximum current to 16, regardless of whether the installation is 16A or 20A.

Once updated, the customer should be able to charge normally.

Restart the Charging Box

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Tip

Like any electronic device, restarting the charger can often resolve unexpected issues.

Option 1 — Reboot via EOSVOLT

1. In the EOSVOLT backend, go to Charge Points → Home Chargers.
2. Open the context menu (three dots) next to the charger.
3. Click Reboot to restart the device remotely.

Option 2 — Manual Restart If it’s outside support hours, the customer can restart the charger manually:

1. Locate the fuse group for the charger in their electrical panel.
2. Switch the fuse off, wait 20 seconds, and then switch it on again.
3. The charger will reboot and reconnect.

The EOSVOLT app says the car is charging, but it isn’t

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Issue The app shows the session as active (and “Start Transaction” is greyed out), but the vehicle isn’t receiving power.

This happens when another app or feature is interfering with OCPP communication.

Steps to Resolve:

1. Check if the customer is using the charger’s native app (e.g. Zaptec, ABB, Easee, etc.).
2. Disable any automation or “auto-start” functions that may conflict with EOSVOLT control.

Example:

ABB Terra chargers have a feature called “Free Vending” that automatically starts charging when the car connects. If this is enabled, EOSVOLT cannot initiate charging sessions.

✅ Recommendation: Always verify that native charger features are compatible with EOSVOLT before use.

No Internet Connection – Offline Mode

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Issue The charger has no active internet connection, and the customer urgently needs to charge.

When the charger is offline, OCPP communication is unavailable — but charging can still be enabled using offline mode.

Zaptec

EOSVOLT can enable offline mode directly from the Zaptec portal:

1. Select the charger.
2. Go to Settings → Authentication.
3. Set Native authentication as the mode.
4. Disable Authorisation required.
5. Click Save.

Now anyone can plug in and charge — similar to using a standard wall socket.

Easee

EOSVOLT has direct access to the Easee portal. Contact EOSVOLT Support and we can place the charger into offline mode for you.

Other Chargers

For other charger brands:

• EOSVOLT may not have access to the manufacturer’s portal.
• The customer must bypass OCPP manually from the charger’s app or internal settings.

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Note

Offline mode disables user authentication and remote control — always revert to online mode when internet service is restored.