Troubleshooting

+ Diagnosing a problem

The indicator lights on the front of your charger will tell you when there's a problem

Light

What it means and what to do next

Red LED Status Light
The charger has a fault. Turn the charger off for 30 seconds at the main Residual current device (RCD).

Please ensure that your car is not connected to the charger
- Turn off the RCD/RCBO (circuit breaker) for the unit, this will usually be clearly labelled in the consumer unit/ fuse box. Leave this off for around 60 seconds to allow the unit to ‘power off’ completely
- Turn back on at the RCD/RCBO.
If it stays red, get in touch with customer support or phone on 01684 770631.
Purple, solid LED status light
The charger is powering up and running its start-up sequence, this will last for about 30 seconds. Do not plug your EV in to the charger while the purple light is on. Wait for the light to turn white, then plug in your EV. You’re good to go.
Purple, flashing
The charger is having trouble connecting to the internet.

You can still charge by pressing boost on the charge point. If a schedule was created before the loss of internet connection, the charge point will continue to follow schedule despite it being offline.

In this case the LEDs will remain flashing purple, but the status LEDs will indicate the car is connected, then charging, when the charge window is reached.

To re-establish your internet connection please follow the steps below.
Restart your charger.

To restart your charge point:

Please ensure that your car is not connected to the charger
- Turn off the RCD/RCBO (circuit breaker) for the unit, this will usually be clearly labelled in the consumer unit/ fuse box. Leave this off for around 60 seconds to allow the unit to ‘power off completely
- Turn back on at the RCD/RCBO.
Unit should go through its booting up colour sequence then go to a solid white light on the unit (If your unit is flashing single white or purple, this is just updating telemetry and should shortly return to solid white).

After doing this allow up to 15 minutes for the charge point to re-establish connection to the internet and return to a solid white light.

If you know your charger is using Wi-Fi to connect to your router, you might need to pair it again. To do this, please follow the steps outlined below:
- - Reboot your Wi-Fi router. If your router has a reset button use this or alternatively switch it off at the mains for at least 1 minute.
  - Power on the router and wait for it to re-connect to the internet.
  - locate the WPS button on your router. It is typically found on the front or back panel of the router. Press the WPS button once and wait for a few moments. Most Wi-Fi routers will indicate it is WPS mode by changing the colour of the LED display.
  - On your EV charger press and hold the boost button for 11 beeps- the main LED should go green before starting to flash orange.
On successful pairing, the Primary LED will go green, and the charger will beep.

Allow the unit some time to establish a connection. Once connected, the LEDs on the unit will flash a single white light. Please refrain from interrupting this step and wait until the data has caught up.
Once the data has caught up, the unit should return to a solid white LED. This indicates that your EV charger has successfully reconnected to the Wi-Fi network.
No lights
Check the charge point is not locked within the Indra App. This can be found under ’settings>charger’.

The charger has no power. Check the main RCD switch for your charge point is in the “up” position, if it is “down” then switch it back “up”.

If the RCD is “up” but there are still no lights on the charger, please contact customer support.

+ My EV hasn't charged as expected

Use our troubleshooting checklist to get to the bottom of the problem

Double check your charging schedule on the app. Perhaps your EV wasn’t scheduled to charge like you thought?
If that’s the case, you can always tweak your charging schedule in the settings section so it’s correct next time – please ensure that your EV is not plugged in when changing schedules as they will not take effect until the next charging session!If you’re using more peak-time power than you expected, it’s worth knowing that sometimes off-peak isn’t long enough to add what you’ve requested within the timeframe you want (e.g. your schedule is set to add X number of miles).In these cases, the charger will use peak time charging as a top up. You can solve this by extending your schedule or tweaking the requirements of the charge request.
It could be a power supply failure. You might have received a phone notification about it. Here’s how to diagnose a power problem:-Did your neighbours also have a power cut? This might be a temporary power outage in your area, which meant your EV couldn’t be charged as scheduled.-Are there no lights showing on the front of your charger? That means there’s a power problem with it. Double check your RCD is on.
It could be an EV problem. Sometimes an EV won’t accept a charge, even though the charger is ready. This could be for several reasons:
- The battery is already full.
- There’s already a charging schedule set on your EV, and it clashes with the charger’s schedule. Turn off all scheduling on your EV to fix this problem.
Check the indicator lights on your charger. Are you seeing any red or purple indicator lights? This indicates there might be a problem with the charger Please follow the steps under ‘diagnosing a problem’.
If your charger has been offline for a while, it might not have been updated with any schedule changes you’ve made. If this is the case, an offline charger will default to the previously saved schedule.

+ Mr car won't charge to 'full'

Your EV may allow you to set the maximum charge limit of your battery, depending on your preferences. Many users only charge to 80% full, for example.

Once the EV has reached its maximum charge limit, it stops accepting any more power. Then the charger will assume the battery is full and will automatically stop charging.

It’s important to know that your charger doesn’t communicate directly with your EV, and your EV won’t tell your charger how full your battery is. The charger can’t override any settings your EV already has in place.

+ My car is charging faster / slower than expected

Your charger can deliver up to 7.4kW, which is equivalent to adding around 25-30 miles of range per hour for most EVs. (you can set the ‘Miles per kWh’ your car achieves on the app, this will make any charge you set in ‘miles added’ more accurate).

Charging time will be dependent on your EV battery size, for more details please refer to your car manual.

+ My charger has red flashing LED lights

One of the most common reasons for red flashing LEDs to be displayed on the front of the charger is due to the incoming voltage being out of range.

What does it mean?

The "voltage out of range" error is due to the incoming supply to your property going over the permitted limit (253V) and is not the fault of your charge point.
Regulations require domestic EV chargers to stop charging if the supply voltage goes out of range.

Once the over voltage condition has passed, the charger will revert back to its original state and continue charging if required.

The local Distribution Network Operator (DNO) is responsible for providing a specified voltage to any property.

Potential impact of Solar PV systems

If you or your neighbours have a solar PV system installed it can affect the voltage within your supply, it’s important to consider the impact of your solar installation. On sunny days, solar panels can sometimes produce excess voltage that may push the voltage at the property above 253V limit for your property.

To diagnose this, follow these steps:

Turn off the solar PV system Temporarily disable your solar panels.
Restart the device to reset the voltage readings.

If your solar PV system is constantly producing excess voltage, it is likely that a voltage optimizer needs to be installed with your solar PV system. Please note that this is not the responsibility of Indra.

However, if the voltage remains outside the acceptable range even with the solar PV system turned off, this issue is likely related to the DNO, and you should contact them for further investigation and resolution.

Voltage supply range

The DNO is obligated to supply each property with a voltage range between 207v and 253v. If your readings fall outside this range, it is crucial to contact the DNO for further assistance.

For more information about your local DNO and how to contact them click here.

+ My charger has purple flashing LED lights

The charger is having trouble connecting to the internet.

You can still charge by pressing boost on the charge point. If a schedule was created before the loss of internet connection, the charge point will continue to follow schedule despite it being offline.

In this case the LEDs will remain flashing purple, but the status LEDs will indicate the car is connected, then charging, when the charge window is reached.

To re-establish your internet connection please follow the steps below.

Step 1: Turn off the charger's circuit breaker (RCD/RCBO).

This will usually be clearly labelled in the consumer unit/ fuse box.

Step 2: Leave the circuit breaker turned off

Leave of for around 60 seconds to allow the unit to ‘power off completely.

Step 3: Turn back on at the RCD/RCBO.

Unit should go through its booting up colour sequence then go to a solid white light on the unit (If your unit is flashing single white or purple, this is just updating telemetry and should shortly return to solid white).

After doing this allow up to 15 minutes for the charge point to re-establish connection to the internet and return to a solid white light.

Step 4: (If connected WiFi and charger doesn't show solid white light) Re-pair your router and charger.

If you know your charger is using Wi-Fi to connect to your router, you might need to pair it again. To do this, please follow the steps outlined below:

a) Reboot your Wi-Fi router. If your router has a reset button use this or alternatively switch it off at the mains for at least 1 minute.

b) Power on the router and wait for it to re-connect to the internet.

c) locate the WPS button on your router. It is typically found on the front or back panel of the router. Press the WPS button once and wait for a few moments. Most Wi-Fi routers will indicate it is WPS mode by changing the colour of the LED display.

d) On your EV charger press and hold the boost button for 11 beeps- the main LED should go green before starting to flash orange

On successful pairing, the Primary LED will go green, and the charger will beep.

Allow the unit some time to establish a connection. Once connected, the LEDs on the unit will flash a single white light. Please refrain from interrupting this step and wait until the data has caught up.

Once the data has caught up, the unit should return to a solid white LED. This indicates that your EV charger has successfully reconnected to the Wi-Fi network.

+ My scheduled charge is delayed

If the charge is delayed this can be for multiple reasons. Most common of which is the Charge point is trying to deliver a charge to the EV but the EV is unwilling to accept it at that time.
This can be down to a few things.

You have charge timers set in the EV and these are preventing the charge from happening right now.

Some EVs need to have the central locking activated before they will start to charge.
EVs can enter a “deep sleep” and not “wake up” to charge this is not a fault of the charge point. Unlock the car and turn it on, this will “wake” the car. Then you can turn the car off and charge.

Random delay

Another reason your charge may be delayed is due to the legal requirement for your charger to have a random delay. To prevent sudden surges in demand on the grid and local substations, all domestic UK charge-points are required to introduce a random delay of up to 10 minutes before starting a charging session. This helps distribute the load evenly, especially during peak times when multiple charge-points may activate at once across the country.

+ The charging cable is not locking into the car

The Indra charger does not have the ability to latch the cable to the vehicle charge port. All EV ports will have a locking mechanism to secure the charging cable in place.

For charging to commence, the vehicle must first detect that the plug has been properly inserted into the charge port, (at this point some cars require the car to be central locking to be locked) the car will then lock the charging plug into the car, enabling the vehicle to initiate the charging process.

+ The charging cable is locked in the vehicle.

The Indra Smart Charger is not responsible for locking the cable inside your vehicle charge port. It is the electric vehicle which must release the charging port lock to allow the cable to be safely disconnected.

It could be that the vehicle did not end the charging session. You must end the charging session from the vehicle before removing the charging cable. Check the vehicle user guide to ascertain how this is done for your particular make and model.

If you are really stuck most vehicles have an emergency release mechanism you can use, please consult the car manual to locate this.

+ The charger's external RCD is tripping

The RCD is a safety feature that automatically cuts off power in case of a fault, acting as a safety switch.

If the RCD detects an abnormal flow of electricity, it will turn off (“trip”) the power to the charge-point.

If the RCD trips, you can simply switch it back on manually.

If the RCD keeps tripping frequently, it may signal a weak or faulty RCD that will need to be replaced by a qualified electrician. Please note the external RCD is not supplied by Indra, if you are experiencing a problem with your RCD, please contact your installation partner.