-Troubleshooting-

Troubleshooting

This section is intended to give you tools to solve common problems related to Andersen products. Please select the area in which you are experiencing issues. If you can’t find an answer to your question, please contact us.

Before you start

Physical Access: You should have physical access to your charge point. If your charge point is offline, it won’t have a way to receive a signal to restart. You’ll need to troubleshoot in person or wait for it to automatically reconnect.

Router: Note that changing the settings of your router may prevent you from connecting to the internet. So before changing any settings to your router, you should make a backup of your current router settings and download your router manual.

Status Lights

Your charge point has 3 LEDs (Red, Amber, Green) that give useful information regarding the status of your charge point. Please refer to these before troubleshooting:

A2 status lights explained

P1 status lights explained

Recommended Wifi network and router settings

These settings are recommended for use with Andersen products. They can help to improve the performance of your Andersen charge point and help to resolve network connection problems.

  • it’s best to set Wi-Fi channel selection to Auto instead of a specific channel. This lets your router automatically switch channels to avoid interference from nearby Wi-Fi networks and wireless devices that can slow down or even block Wi-Fi signals.
  • If your Wi-Fi router is dual-band (supports both 2.4GHz and 5GHz signals), please note that your Andersen charge point will only work on the 2.4GHz band.
  • Check your router’s firewall settings. Your firewall settings may be preventing your Andersen charge point connecting to the internet. You can try lowering these settings temporarily to see if your issue is resolved. Restore your firewall settings back to your preferred security level afterwards.
  • Warning: Lowering your router’s firewall settings may increase the risk of incoming threats from the internet. Refer to your router or firewall manufacturer for additional information.
  • Set your Wi-Fi router’s DHCP lease time to at least 2 hours. This can help ensure your Andersen charge point stays connected to your network. Any setting lower than 2 hours may prevent your charge point reconnecting to your network, even if the connection drops out for half a second or less.
  • If you have MAC address filtering enabled for added network security, the MAC addresses of your Andersen charge point must be added to the list of authorised devices. You can use your router’s software to view the MAC addresses of all devices on your network; refer to your router’s documentation for instructions.
  • If you have an 802.11 ac router or range extender, make sure it’s set up to allow 802.11 b/g/n device connections.