Troubleshooting
1. Introduction
Complex technical systems can sometimes enter unexpected and undesirable states. Some of these issues can be resolved by repeating the customer interaction or by restarting one or more parts of the system. If a problem occurs more frequently, the manufacturers of the respective system components can often provide further assistance.
The manufacturer will analyze and evaluate the configuration and state of the system, as well as its interaction with other third-party components. Diagnostic data, which shows the current or recently past operational state, can aid in this analysis.
The diagnostic file of the Home Charge Controller is usually the most relevant data source. In many cases, additional information is helpful to obtain a complete picture of the situation.
Relevant questions:
- What error pattern does the user or technician on-site observe? Error pattern means: What is the deviation of the actual behavior from the expected behavior?
- What is the status of the device's display elements (display messages, blinking behavior of the HMI and the Charge Cntroller)?
- Which vehicle (type, model year) was being charged when the problem occurred?
- Are there any information or diagnostic data available from other system components, such as the backend or energy manager / DLM master?
- For complex systems and load management issues: Is there documentation of the entire system, including wiring diagrams?
2. Diagnostics files
Diagnostics files (Log Files) are computer-generated data files that record usage patterns, activities, and operations in systems, applications, servers, or network devices. They serve as the primary data source for network observability, offering insights into performance and resource optimization.
2.1. Download diagnostics files via the Config UI
For double Charging Stations to have do download the diagnostics files for both master and slave separately.
Location in Config UI | Field | Value | Contents |
|---|---|---|---|
| # DIAGNOSTICS > Logs | Download Diagnostics | Download | Downloads the logs and setting files as a zip file |
- This operation may take a few minutes depending on the size of the logs.
- Don't refresh or leave the page until the download is completed.