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3. Troubleshooting
Warnings/error messages are displayed in the Zaptec Portal /Zaptec App.
Problem Solution
Cannot log on to the
Zaptec Portal
Reset password by clicking on ‘Forgotten Password’
Cannot create
installation via the
Zaptec Portal
Contact Zaptec Support to gain access to create
installations.
Charging station is not
online, 4G installation
• Make sure that the charging station is not covered by
anything.
• Test the coverage at the installation site using your own
mobile. A mobile with a Telenor SIM has to be used for
accurate measurement.
The charging station is
not online,
PLC installation
• Check the network setup on the router or modem.
• Check that the internet is working by connecting the
computer directly to the router or modem.
• Not configured.
• Check that the PLC module has been installed in
accordance with the circuit diagram and on the same L1
and N as the charging station(s)
The charging station is
not online,
WiFi installation
• Check the network setup on the router or modem.
• Check that the internet is working by connecting the
computer directly to the router or modem.
• Disconnect other devices which are connected to WiFi
which can delay broadband speed
• Check that the SSID and the password for the WiFi are
correct.
• Make sure 2.4 GHz is activated so that Zaptec Pro obtains
a network connection. See Installation requirements,
page 11.
• Enter the SSID and password manually by selecting Other
in the network list.
Charging does not start Check that the user profile has access to charge on the
charging station
No power being supplied
to charging station
• Follow the instructions in the section ‘Check the Circuit
Breaker in the Charging Station’’
• Check the main fuse in the installation
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