Troubleshooting Ethernet Connectivity

To check the station's connectivity status, follow these steps:

  1. Navigate to the Network Signal page.

  2. Click the “?” icon located at the bottom right of the display.

  3. Select the gear symbol on the bottom right of the menu.

  4. Select Network Signal option.

Link Status

  • UP: Indicates that the Ethernet port has an IP and the connectivity to the router is established.

  • DOWN: Indicates that the Ethernet link does not have an IP.

VPN

  • Connected: Indicates that the station is connected to the VPN server.

  • Disconnected: Indicates that the station is not able to connect to VPN Server.

Connection Status

  • Connected: Indicates that the station is connected to the cloud.

  • Disconnected: Indicates that the station is not able to connect to the cloud.

Identifying debugging procedures to perform:

Link Status

VPN

Meaning

Debugging Steps

Down

Not Connected

Physical Ethernet connection issue

The station is unable to establish a physical connection to the router.

  • Verify with the network administrator for any loose or damaged wiring.

  • Power cycle the station by disconnecting the breaker for 30 seconds.

  • Repeat the steps outlined in the Troubleshooting Ethernet Connectivity section.

Up

Disconnected

The VPN client on the station is not able to connect to the VPN server.

There can be multiple causes for this:

DNSClosed Domain Name System resolution failure:

Firewall restrictions:

  • If the DNSClosed Domain Name System resolves successfully, consult with the network administrator to verify if any firewall rules are blocking the connection.

No network connectivity from station to public network:

  • Check with network administrator.

The station needs to connect to the following ports:

  • Usage: HTTPS, Protocol: TCP, Port: 443

  • Usage: NTPClosed Network Time Protocol, Protocol: UDP, Port: 123

  • Usage: VPN, Protocol: TCP, Ports: 52007, 52017

Refer Site Qualification Form for details.

Up

Connected

An Ethernet connection is established and the VPN client on the station is connected to the ChargePoint VPN Server.

If there are still network connectivity issues,

  • Contact ChargePoint customer support.