Most problems experienced by Managers can be solved by going through the following checklist table below. If this does not solve your problem, please read more detailed troubleshooting below.

Item

What To Look Out For

Solution

Make sure device is powered and turned on.

The LED light on the front of the device is powered on.

Make sure the circuit breaker has not been tripped and that the device is wired and connected properly.

Make sure the device is active.

The LED light will always show a breathing/pulsing or blinking pattern. The light will never remain solid in color.

Reboot the Plugzio device by either by:

  • Pressing the reset button above the LED on Integrated devices.

  • Cut power to the device, wait 20 seconds and then restore power.

Check that the device's cloud subscription has not expired.

On the Management Dashboard, check the device's subscription expiry date on the "Service Subscription" page

Contact Plugzio support to reactivate expired Plugzio device.

Check that the device is online and connected to the cloud.

On the Management Dashboard, navigate to the "Device Management" > "Network Configuration" page. Find the device you would like to verify and select the "Test Connection" button.

Plugzio WiFi devices:

  • Make sure the WiFi network which the device is connected to is available with connection to the internet.

Plugzio Cellular devices:

  • Make sure the location that device is installed in has good cellular signal strength. You can roughly gauge the signal strength using your cell phone.

Note: Dealing with electrical wiring and mains can be dangerous. Plugzio devices must only be installed by licensed contractor, and/or a licensed electrician in accordance with all applicable state, local and national electrical codes and standards.

Device is powered off

If a Plugzio device is powered on, its LED will light up. The most common reasons for devices to lose power are:

  • The circuit breaker has tripped

    • Circuit breakers tripped is due an overload and we strongly advise that all Plugzio devices be installed on their own dedicated circuit for EV charging.

    • If a breaker has tripped you will need to reset the breaker. This is done by turn off the breaker by moving the switch or handle to the off position, and then turn it back on.

  • Faulty wiring

Device is offline or unreachable

The most common reason for devices to be offline or unreachable is poor network connectivity. To verify if a registered device is online or offline, a manager will need to:

  • Log into their management account at https://manage.plugz.io/ .

  • Navigate to the "Device Management" page via the left navigation menu.

  • On the "Device Management" page click the "Network Configuration" button on the top of the page.

  • Once on the "Network Configuration" page, find the device you would like to verify.

  • Click the "Test Connection" button to check the device's current connection status.

  • If the device is offline or not reachable please:

    • Reboot the device by cutting power to the device, waiting 20 seconds and then restoring power

    • Press the reset button above the LED of the device and let go. (Plugzio Integrated devices only).

Device subscription has expired

Most Plugzio devices are packaged with 1 year of cloud subscription. This subscription service is what allows Plugzio devices to be controlled and configured through the Plugzio Dashboard.

If the subscription of a Plugzio device has expired, Managers will see the following error when attempting to configure a Plugzio device:

To check the subscription status as well as expiry date a device a manager will need to:

  • Log into their management account at https://manage.plugz.io/ .

  • Navigate to the "Device Subscription" page via the left navigation menu.

  • You can manually add subscription time via the "Extend Subscription" button or sign up for a monthly subscription plan by clicking on the "Set Auto Payment" button.

  • If a device's subscription has expired. Reach out to customer support through the "Contact Us" tab on the bottom left of the navigation bar.

Device has unreliable connection

Plugzio devices need reliable cloud and internet connection in order to function properly. Plugzio devices can connect to the cloud through either WiFi or Cellular data depending on the device model.

Plugzio WiFi Devices

Plugzio WiFi devices will have the a WiFi icon on the front or side of the device. This icon looks like:

If your Plugzio WiFi device is periodically disconnecting from the internet, make sure to:

  • Verify that the WiFi network the device is connected to is reliably available and has connection to the internet

  • Check that the WiFi signal strength at the location the device is installed in is strong enough. A good indicator to use is your cell phone. If you are able to reliably connect to the network at the device's location, Plugzio should as well. If signal strength is an issue, consider:

    • Moving the device or WiFi access point closer to each other

    • Installing WiFi extenders, repeaters or boosters

Plugzio Cellular Devices

Plugzio Cellular devices will have the a LTE-M or cellular tower icon on the front or side of the device. These icons looks like:

If your Plugzio Cellular device is periodically disconnecting from the internet, make sure to:

  • Verify that cellular signal connection is available at the location. A good indicator to use is your cell phone. If you are able to reliably connect get cellular data at the device's location, Plugzio should as well.

  • If cellular data is weak or unreliable at the device's location, consider:

    • Moving the unit to a different location

    • Installing cellular signal extenders or boosters. More information can be found on this article.

Contact Plugzio Support

If you are still experiencing issues after trying out the above suggestions and solutions, please reach out to customer support by:

  • Log into their management account at https://manage.plugz.io/ .

  • Select the "Contact Us" tab on the bottom left of the navigation bar

  • Select "Report a problem" from the drop down list and describe your problem in detail.

  • Customer support will contact you within 1-2 business days.

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