All Collections
Plugzio Cloud & Dashboard
User Tutorials & Guides
User - What should I do if I get the error message “Device is offline or unreachable” while starting a session
User - What should I do if I get the error message “Device is offline or unreachable” while starting a session

Simple Step-by-Step Guide on How to Troubleshoot a Plugzio Device.

Written by Alex Asadpour
Updated over a week ago

Here is a step-by-step guide on how to overcome charging your car:

Device LED is Off:

If the device LED is off, it means that the device is not receiving power. Please contact us via the customer support online chat, and we will do our best to connect with the manager and bring the device back online as soon as possible.

Device LED is On:

For Universal Plus and Integrated devices (Level 1), if the LED is on, please ensure that the LED light breathes cyan. This indicates that the device is ready to be used by users. The light should never remain a solid color. If it does, please let us know.

For Cando devices (Level 2), If the Cando device is powered on and the WiFi LED is blinking, it indicates that the device has an internet connection and should work just fine. However, if the WiFi indicator is solid blue, it means the device is searching for an internet connection and does not yet have internet connectivity. Please chat with us and let us know. The support team will reach out to the property manager to get it back online.

Still having trouble charging your car?

For both Level 1 and Cando devices, proceed with these simple steps if you are still having trouble starting a session:

  1. Make sure the charging cable is connected to your car, plugged into the outlet properly and is not loose.

  2. Confirm that you plugged in the charging cable to your car first, then attempt to start a session via the Plugzio app or webpage.

  3. Note that in some outlets, there's a button where you plug in your charger, called the GFCI switch, and sometimes it can be switched accidentally, causing the session to terminate after 2 minutes. If that’s the case, please try pushing the button first and then try again to start a session.

If you are still experiencing issues after trying out the above steps, please reach out to customer support by opening up the online chat and creating a new conversation.

Did this answer your question?