Troubleshooting Guide

DeCharge devices are designed to operate reliably in a wide range of environments, but real-world deployments can occasionally encounter issues related to power, internet, or physical conditions. This troubleshooting guide is intended for hosts, operators, and support teams to quickly diagnose and resolve common problems.

All DeCharge chargers are equipped with self-monitoring diagnostics, live error reporting, and remote management capabilities. Many issues can be addressed without technical expertise, especially when guided by this reference.

Common Symptoms and Resolutions

Symptiom	Possible Cause	Suggested Action
Device not showing online	No internet or offline router/SIM	Restart router or replace SIM card
No power output during plug-in	Power cable issue or MCB tripped	Inspect wiring, reset breaker, call electrician
Low or no rewards despite uptime	Charger placed in low-demand area	Consider relocating or enabling shared access
Blinking red LED	Hardware fault or thermal issue	Shut down, allow cooldown, contact support
Slow charging speed	Low voltage supply or damaged plug	Check supply rating and connector integrity
Random reboots or session drops	Firmware issue or unstable power input	Contact DeCharge to push firmware update
Frequent session aborts	Faulty EV plug, cable stress, or connector dirt	Clean plug, reduce cable strain, inspect socket
Unable to connect to app	Router conflict, firewall, or outdated firmware	Check router settings, update app, contact support

Internet and Connectivity Issues

Symptoms:

• Device not reporting sessions

• Remote lock/unlock not working

• Dashboard shows device offline

Checklist:

• Confirm 4G SIM card is active and inserted properly

• Use a hotspot or second phone to check signal at the site

• For Wi-Fi: ensure the router is within 10 meters and not overloaded

• Use app to run a connectivity test

• If using LAN (for Titan), check switch port, cable, and surge protector

If issues persist, reboot the charger and router. If this does not resolve the issue, contact DeCharge support with your device ID.

Power and Cabling Problems

Symptoms:

• No energy dispensed

• Charger shuts off randomly

• Circuit breaker trips during session

Checklist:

• Ensure input voltage and current match the charger's requirements

• Inspect for loose wiring, melted insulation, or burnt smell

• Reset breaker, then test with a different EV if possible

• Do not bypass RCD or MCB components

Power-related issues should be addressed by a qualified electrician. If you are part of a delegated deployment, DeCharge will dispatch a technician.

Charging Issues with EVs

Symptoms:

• EV doesn't start charging

• Charging starts, then disconnects

• Charging stops before full battery

Checklist:

• Try the same EV on another DeCharge charger to isolate the issue

• Try a different EV to test the charger

• Inspect pins inside the charging socket for debris or damage

• Confirm connector is inserted securely and not under tension

• Clean plug with dry cloth if needed

Note: Some EVs may reject charging if battery temperature is too low or high, or if their internal BMS (battery management system) detects instability.

Firmware and Reward Errors

Symptoms:

• Energy data not syncing

• Uptime lower than expected

• Rewards not received for valid sessions

Checklist:

• Check firmware version via dashboard

• Confirm last update timestamp

• Use diagnostics panel to view session logs

• Contact DeCharge with error codes or logs

Firmware issues are often resolved via automatic OTA (over-the-air) updates. Hosts will be notified if manual action is required.

When to Contact DeCharge Support

You should reach out to DeCharge directly when:

• The device is non-functional for more than 24 hours

• Any error persists after trying the steps listed above

• Installation validation fails during commissioning

• Hardware is physically damaged or vandalized

• Rewards are missing for multiple epochs despite uptime

Provide the following details in your support ticket:

• Device ID

• Description of issue

• Photo/video of charger, wiring, or LEDs

• Steps already attempted

• Contact number and site address (if on-site assistance is needed)

Support Contact:

Email: [email protected] Telegram: https://t.me/dechargecommunity Dashboard: https://decharge.network