Charger analysis

This is the answer to "what is going on with this specific charger". Where the overview tells you how the fleet is doing, this is where you go once you know which unit to look at.

The Chargers tab

The tab lists your chargers sorted by attention needed, worst first, so the units to look at are already at the top. It is deliberately independent of the period picker above it: a directory whose rows reshuffle every time you change a chart is unusable.

Column	What it tells you
Charger	The charge box ID with the charger's alias underneath
Location	The site, which opens its own location analysis page. A home charger says "Home charger", because it has no site and never will
Connection	Online or Offline right now
Charge success · 7d	The share of started sessions over the last week that delivered energy, as a bar and a number. Green from 90%, amber from 75%, red below
Active issues	The open issue count, with the critical share called out in red. Three minor issues and one critical issue are not the same call
Last fault	How long ago, or None in 14d

Search by charge box ID, alias, serial or location. Clicking a row opens the charger. On a phone each charger becomes a card instead of a row, so nothing has to be read sideways.

The charger page

The header carries the model, the serial, the firmware version, the site as a link, whether the charger is online, and an Issues detected pill when it is carrying open issues. An online charger with open issues is exactly the case this page exists for, so the two states are shown separately.

A period selector on the right covers Last 14 days, Last 30 days and Last 90 days, and governs every card on the page. Two weeks is enough to show a pattern; the longer options are for patterns that only appear over a month or a quarter.

Connector timeline

What each connector was actually doing across the period. Periods where the charger was offline are painted over the top, because an offline charger reports no status at all and would otherwise appear to still be sitting in whatever state it last reported. Hover a segment for the detail, and drag the bar underneath to zoom in or out.

If the recorded history only starts partway into the window, the timeline opens at that point and says when the history begins, rather than showing a wall of empty space.

Utilization

Hours with a session running, against all hours in the day. A charger with no usage aggregation yet says No data rather than showing a confident 0%, because "nobody used it" and "we have no numbers" are different answers.

Charge success

The share of started sessions that delivered energy, day by day, with the period average. Hollow dots mark days with only one or two sessions, where a single failure swings the percentage to something that looks alarming and means very little.

Uptime

The share of the period the charger was connected. Short connection drops show up here even when charging was never affected, so a number slightly below 100% is not automatically a problem.

Firmware history

Which firmware the charger has run and when it changed. Worth checking whenever faults start on a date for no apparent reason.

Issues on this charger, and Faults in this period

The open issues, and the individual session faults inside the selected period. Both link through to the full detail.

Run analysis: asking about a specific window

The Charger analysis card is an AI analysis you start yourself. It reads this charger's logs, sessions and status history for a window you choose, and reports what it finds. Use it when a driver reports something that no fault was recorded for, or when you want a second opinion on a charger that keeps misbehaving.

Press Run analysis and you get a small composer:

A question, optional. For example, "a driver could not start charging around 08:30". Leave it empty for a general review of the window.
A time window: Last hour, Last 6 hours, Last 12 hours or Last 24 hours, or a custom window with exact start and end times.
Suggested windows, offered from this charger's own data: the times it actually faulted or dropped offline. Usually faster than working out the window yourself.
A connector, or Any connector.

The analysis runs in the background and usually takes one to three minutes. You can stay on the page and watch it, and it opens itself when it finishes. Each account has a daily allowance shared by the whole team, shown as the number of analyses remaining, resetting at midnight.

Reading the result

Every finished analysis carries one of three conclusions:

Problem detected: something in the logs explains the trouble.
Nothing abnormal found: the window was read and it was clean. This is a real answer, not a failure, and it is often what rules a charger out.
Inconclusive: not enough in the window to say either way. Usually the fix is a wider window.

The report itself gives you Window examined, Scope, Evidence read and Result at the top, then an Assessment, Key observations from the window, Technical details, and a Bottom line. The window it read is marked on the connector timeline afterwards, so a report saying "nothing unusual in the window" can be checked against what was happening at the time without opening it again.

If the analysis fails, the card says so and offers Try again.

Asking a follow up

Each report has a Support assistant conversation underneath it. Ask a follow up question about the analysis and it answers with that report and the charger's data in hand, so you do not have to re-explain the context.

Common questions

Why is this charger at the top of the list? The tab sorts by attention needed, which combines open issues, faults and connection state. It is not alphabetical and there is no sort control, which is why the header says how it is ordered.

Charge success shows No data. No sessions were started on it in the last week, so there is nothing to calculate a percentage from.

Uptime is 98% but nobody complained. Short connection drops count against uptime even when no charge was affected. Check the connector timeline: if the gaps are minutes and no sessions failed, nothing is wrong.

The analysis says nothing abnormal was found, but a driver definitely had a problem. Try a wider window, or the exact time the driver gave you. A 6 hour window that ends before the incident cannot contain it. The suggested windows are drawn from the charger's own faults and offline periods and are usually the fastest way to hit the right one.

We have used all our analyses for today. The allowance is shared across your team and resets at midnight. The evidence cards on the page, the timeline, the fault list and the issue pages need no allowance and are always available.

Can I run an analysis on a home charger? Yes. Home chargers appear in the Chargers tab with "Home charger" in place of a location, and their page works the same way.