Troubleshooting
Solid Dark Green
If the charger is showing a solid dark green colour, the charger is active and charging.
Flashing Dark Green
If the charger shows a flashing dark green colour, this indicates that the charger has finished the charging session
SyncEV is not connected to the Internet. Charger requires connection to Internet and SyncEV backend platform either via GSM, WIFI or Ethernet connection.
My SyncEV has previously been connected via GSM (SIM) but is now showing a yellow halo?
If the unit is connected to the Internet via a GSM (SIM) connection, the likely cause is that the 2G/3G signal strength does not meet the minimum required level to ensure a continued, stable connection to the network.
How do I resolve this?
Power cycling (turning the power off, then back on) the Sync EV for a period of 10-15 seconds should force the Sync EV unit to establish a connection regardless of the current signal strength (RSSI). In cases of frequent disconnects, Sync EV recommend where available the unit is connected to an available WIFI network. (Please see below). Also an external aerial could be installed to improve signal strength.
My Sync EV is connected via my home Wi-Fi network but has lost its connection?
Wi-Fi network strength is most optimal at distances between 1-6 metres but not limited too. (Please note, there are many variables that can be detrimental to this factor, such as building construction, router location alongside alternative electronic device interference within the network). As with any WIFI enabled device, the SyncEV requires a strong, stable connection to ensure connectivity issues are minimised. If the unit has previously been connected, firstly, please check on your network service to ensure this is no disruption to your service. Please also check with your service provider there have been no security/firewall updates to your network. Power cycling the SyncEV for a period of 10-15 seconds should force the SyncEV to re-establish its connection to the specified home WIFI network. In the rare event this is unsuccessful, the SyncEV may require recommissioning for home Wi-Fi credentials to be applied. Also try and power recycle the home internet router.
How do I resolve this?
Contact SyncEV customer support by clicking here to request a call-back.
Our customer support team will get in contact to provide a video guide explaining this process, or alternatively, walk through this process with the end user. In the event where frequent disconnects are present, this indicates the home WIFI network is not providing the required signal strength to ensure a continued, stable connection. In this instance, SyncEV recommend installation of a WIFI repeater/extender/booster be installed at the possible closest location to the Sync EV.
SyncEV charger is connected to Internet
Indicates that the SyncEV has an established connection to the internet and SyncEV's backend service platform either via GSM (SIM), WIFI or Ethernet. Whilst the SyncEV has an established internet connection, the end user will be able to benefit from the smart app and its associated features.
Charger is connected but not charging, awaiting confirmation of charge in APP or scheduled start time
I’ve connected my vehicle but the SyncEV LED continues to flash blue and states “Preparing” on the smart application?
Please confirm if 'Authentication' within the smart application is set to Required or Not Required. If this option is set to Required, this will indicate the SyncEV is waiting for the user to confirm authorisation via the smart app of the charging session to commence. If this is set to Not Required, this will enable the SyncEV Plug & Charge (basic) protocol.
Authentication is Not Required on my SyncEV but the halo is still flashing blue and states “Preparing” on the smart application?
The initial communication (handshake) between the SyncEV and the electric vehicle needs to commence and complete within a certain duration, otherwise this communication will fail and time out. Intermittent dips in signal strength on the home Wi-Fi network may delay or disrupt necessary communication responses between the vehicle and the SyncEV.
How do I resolve this?
Confirm there are no settings within the vehicle or the vehicle manufacturers application, such as timed charging, delayed charging, authorisation requirements or max charge/battery % that are delaying/disrupting the charging session initialisation. Please remove the charging cable from both your vehicle and Sync EV. Within the smart application, select the reboot option. (This can be found by selecting the configurations icon on the top righthand corner of the home screen within the smart application). This will soft reboot the Sync EV, clearing down any failed communications and charging cache history and reset the unit back to its Ready state for commencement of the next charging session. Alternatively, power recycling the unit for a period of 10-15 seconds will clear down the communication cache. If the issue persists, contact Sync EV customer support by requesting a call-back
Active charging session (Full Charging state / Low Power Keep Awake)
Indicates the Sync EV and vehicle are in an active charging session or the Sync EV and vehicle are in an active scheduled charging/off-peak charging session utilising the Charging at Minimum Power keep awake mode. Please note, Charging at Minimum Power is the Sync EVs default keep awake method and is compatible with all electric vehicles.
Scheduled Charging Session (Pulse Charging mode)
Indicates the SyncEV and vehicle are in an active scheduled charging/off-peak charging session utilising the Pulse Charging keep awake mode. Please note, Pulse Charging is the more cost effective keep awake mode for minimising on-peak charging during the vehicles keep awake period but may not be compatible with all electric vehicles.
SyncEV is in fault status
Contact SyncEV customer support by requesting a call-back
Please confirm there is power to the unit by ensuring the circuit breaker supplying power to your unit is on. If this is the case, please in the first instance contact your installer to advise who in turn, after an initial installation investigation, will contact SyncEV to discuss the next steps.
Yes. You are still able to use SyncEV to charge your vehicle whilst it has no enabled internet connection.
Please note, whilst the unit is disconnected, no charging information will be recorded within the SyncEV app and all smart features (such as scheduled charging) will be disabled unless these requirements are set within the vehicles API.
If the SyncEV is set to “Authentication Required” within the app, you will need to use the supplied RFID card to act as your method of authorisation in this instance (model dependant - not all models are supplied with an RFID card).
Yes. The SyncEV includes RFID as a standard function. Once the SyncEV has been set to Authentication Required within the smart app and a user account has been created and the charger registered to the user account, an RFID tag will need to be created to assign the supplied RFID card to the registered user.
- Start by selecting the Profile icon (displayed by 3 horizontal lines) in the top lefthand corner of the home page of thesmart application
- Select RFID Cards
- Select Add RFID Tag
- Select Scan QR Code
- Select Enter ID Manually
You will be prompted to enter the QR Code ID for your SyncEV, located on the supplied RFID card. Please follow the instructions on screen and scan your RFID card in front of SyncEV.
This will assign the RFID card tag with the registered user and you will be prompted to assign a card label to the RFID card for your records.
Once the above process has been completed, the RFID card can be used as your chosen method of authorisation when the Sync EV is set to Authentication Required state.
The charging session has been started as a Scheduled (Smart) Charge and the SyncEV is utilising the Charging at Minimum Power keep awake setting to keep the vehicle out of its sleep mode until the set requested start time within the smart application.
How do I resolve this?
Ensure that either the Smart Charging mode is set to Disabled, or from the smart app home screen, ensure the Smart Charging toggle switch is in the OFF position. This will ensure the vehicle commences a Plug & Charge session at full power as per the vehicles maximum charging rate.
All electric vehicles have a sleep/idle function to conserve the 12V battery within the vehicle and avoid any potential drain. Unfortunately, the duration in which the vehicle switches between its awake and sleep states can vary between manufacturers and models. To ensure a scheduled charging session can commence correctly at the requested time, the vehicle needs to be in an awake state to allow communications between the vehicle and the SyncEV.
The SyncEV utilises two methods in which it stops the vehicle falling into its sleep state. Charging at Minimum Power, which offers the vehicle a consistent 6A trickle up until the requested start time at which the charging rate will then switch to the maximum charging rate. Charging at Minimum Power is Sync EVs recommended Keep Awake method and is compatible with all electric vehicle models.
The second option is Pulse Charging, which offers the vehicles a 6A trickle at every 5 minute period for a duration of 10 seconds. Scheduled charging requirements can also be set within the vehicles API whilst the SyncEV smart charging mode is set to Disabled. This will disable the need for any keep awake trickle to be fed to the vehicle prior to the requested schedule start time Please note, in some instances using the vehicles API to set scheduled requirements may result in charging data not transferring correctly to the Sync EV smart application.
Why does my smart application show the charging session as “SuspendedEVSE”?
Whilst in Pulse Charging keep awake and whilst the vehicle is receiving the Pulse (6A trickle/5 minutes/10 seconds) as described above, the smart application will show the vehicle as charging. Once the pulse has ended, the smart application will revert to Suspended EVSE to allow the end user to determine the times in which the vehicle received any sort of import from the SyncEV. This information will also be displayed in the graph display above the charging current session information.
Please confirm firstly that smart charging has not been set to Disabled. This can be confirmed by reviewing the mode selection within the smart charging option within the configuration/settings screen. Alternatively, this can be quickly reviewed on the smart application home page, by ensuring the smart charging toggle switch is selected to the ON position.
If smart charging is set to either one of the correct scheduled charging modes (Scheduled, Octopus Go, Octopus Agile), please review settings within the vehicle itself to ensure no scheduled charging requirements have been set within the vehicles API.
Setting requirements via both the SyncEV smart application and within the vehicles API will create conflict and cause any potential schedule charging session to fail accordingly.
Finally, please review Target Charge settings within the SyncEV smart application.
If you wish to charge solely within your off-peak electricity period, please the Set Target Charge position to OFF.
The SyncEV is not able to obtain current battery levels of the vehicle as this requires access and direct implementation of the vehicle API within the charge point.
If the Set Target Charge option is selected to the ON position and minimum/maximum values are entered, please note this will dictate the attempted import value from the Sync EV to the vehicle.
The SyncEV can import a maximum of 7.4Kw (dependant on the vehicles onboard charger) per 60 mins of charging so please take this value into account when setting up any target charge values within the schedule. If the SyncEV is unable to achieve the value set as the minimum target charge within the scheduled charge duration set, the Sync EV will commence the charging session prior to the scheduled start time to ensure that the minimum target charge value is achieved by the scheduled end time of that charging session.
Whilst the maximum charging rate the SyncEV offers is 7.4KW, please note, it is the onboard charger within the vehicle that determines the maximum charging rate accepted by the vehicle.
The vehicle manufacturer has specified that my vehicle has a 7.4KW maximum charging rate, but my vehicle is still charging below this?
There are a number of reasons a vehicle (outside of the vehicles onboard charger’s maximum rate) may not receive a potential maximum charging rate of 7.4Kw.
SyncEV include a safety function known as thermal throttling within its technology. To ensure compliance with regulation, thermal throttling will adjust charging rates accordingly to ensure temperatures remain within set perimeters and allow an active charging session to continue.
Other factors that may affect maximum charging rates include
- Vehicle has a maximum charging rate set within the vehicles API
- Charging cable is restricted to 16A/20A to ensure compliance with Hybrid vehicles
- Dynamic Load Management is in place within the installation
How do I resolve this?
Thermal Throttling and Dynamic Load Management are safety features of SyncEV and cannot be amended or adjusted to effect charging rates. Please refer to the vehicle manufacturers handbook in relation to your vehicle to confirm maximum charging rates have not been applied to the vehicles charging protocol.