FAQs

This section gives you the answers to the most frequently asked questions so that you can solve problems yourself if necessary.
Table of contents

    The charging power is lower than the rated power of the Charger:

    Note

    Several components have an influence on the charging power (charger, charging cable, electric car, energy management, load management). If the charging power is reduced, end the charging process (unplug the electric car) and restart the charging process. Observe the charging behavior over one to two days. If the charging power is permanently reduced, follow the points listed below:

    Reasons:

    • Check the rated power of the electric car (charging power / number of phases / maximum charging current).
    • Check the charging settings in the electric vehicle's on-board computer.
    • Check the rated power of the charging cable (charging power / number of phases / maximum charging current).
    • Check the maximum permissible charging current configured in the Charger in the SOLARWATT Pro app (maximum 16 A, corresponds to 11 kW three-phase).
    • Check the charge level (SOC) and the temperature of the vehicle battery. If the charge level of the vehicle battery is low (< 25%) or high (> 85%), the charge controller of the electric car reduces the charging power in order to charge the battery as gently as possible. The same applies if the vehicle battery temperature is too low (< 10 °C) or too high (> 30 °C).
    • If dynamic load management is activated, the charging power may be reduced so as not to overload the grid connection. Check whether there is currently a high house load.
    • If the charger is connected to the energy management system, the charging power may be reduced by the energy management system. Check the settings in the energy management system (switching thresholds, schedules).
    • The OFF button on the charger is pressed / jammed. Turn the OFF button to return it to the initial state.

    Measures:

    • To exclude the influence of energy management, disconnect the charger from the network (disconnect the network plug from the charger or disconnect the network plug from the manager / router). The energy management system can now not send any settings to the charger. Restart the charger (fuse OFF / ON) and wait 2 - 3 minutes until the charger is fully functional again. Then plug the electric car into the charger and start the charging process. If the charging power is reduced again, this is due to the electric car or the wallbox or charging cable. If, on the other hand, charging takes place at full power, the cause is probably the energy management system.
    • To rule out the influence of the electric car, test the charging power of the electric car on another AC wallbox (if possible).
    • To rule out the influence of the charger (or installation), test the charging power of the charger with another electric car (if possible).
    • To rule out the influence of the charging cable (charger with socket / shutter), test a different charging cable (if possible).

    Bluetooth from the Charger cannot connect to the SOLARWATT Pro app:

    • Use the mobile device's Bluetooth settings to check if a device with the Bluetooth name of the Charger serial number is present on the nearby device.
    • If the mobile device's Bluetooth is scanning the Charger's SN, it is generally a SOLARWATT Pro app permission issue that is preventing the app from receiving Bluetooth scanning permissions. Please check that the app's Bluetooth and location permissions have been granted and that the cell phone's Bluetooth and location permissions are enabled.
    • If there are no problems with the permissions, the customer is advised to uninstall and reinstall the app. Try to establish a connection again or switch to another phone.

    Bluetooth devices

    WLAN connection of the Charger is not possible:

    NOTE: A LAN connection is recommended for a stable connection to the energy management system.

    • The charger supports 2.4 GHz WLAN network connections. Check in the WLAN settings of your mobile device whether the existing WLAN supports this standard.
    • Use your cell phone to check the signal strength of the WLAN required to connect to the installation location of the EV charger. If the Wi-Fi signal is weak, the EV charger will not be able to connect to the Wi-Fi network.
    • If there is no problem with the Wi-Fi network signal and frequency band, return to the SOLARWATT Pro app home page after setting up the Wi-Fi connection. Wait 2 - 3 minutes and carry out the configuration / activation of the WLAN again.
    • If you still cannot connect to the WLAN network, open a hotspot with your mobile device and try to connect the Charger to the WLAN hotspot via the SOLARWATT Pro app. Wait 2 - 3 minutes and check the connection status. If you successfully connect to the network via a cell phone hotspot, it is recommended to check the router's Wi-Fi network settings.
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