Troubleshooting Ethernet and Wi-Fi Connectivity

Ethernet

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 State

• 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 Status

• 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.

To check Network Diagnostic, follow the below 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 Service Options and enter service pin.

5. Select Network Diagnostic.

   

   

Wired

• Connected: Indicates an ethernet cable is connected, and the device has network connectivity.

• Disconnected: Indicates that the no ethernet cable is plugged in, or the connection is inactive.

Network Service Order

• Ensure Network Service Order has Wired before Cellular.

  Network Service Order is set by the customer. Make sure it is set to Wired once the ethernet is installed.

• If not, select Edit to enable Wired connections and use the Network Service Order toggle to ensure Wired is before Cellular.

  

  

 

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 Pre-Installation Checks 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: DNS Domain Name System resolution failure: Ensure that your laptop can resolve the VPN server endpoint by performing the Pre-Installation Checks. Firewall restrictions: If the DNS 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: NTP Network Time Protocol, Protocol: UDP, Port: 123 Usage: VPN, Protocol: TCP, Ports: 52007, 52017 Refer Site Qualification Checklist for details.
Up	Connected	The cellular in the area is bad. The customer wants to use ethernet first. Network Service Order is set incorrectly.	The station fallback behavior per the network service order is Cellular before Wired. Stations do not to fall back to the next best connectivity network. Refer to steps reset the Network Service Order.
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.

Wi-Fi

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 Service Options and enter service pin.

5. Select Network Diagnostic

   

   

Wi-Fi Wireless Fidelity

• Connected: Indicates that the Wi-Fi Wireless Fidelity has an IP and the connectivity to the router is established.

• Disconnected: Indicates that the Wi-Fi Wireless Fidelity does not have an IP.

SIM Status

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

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

VPN

• Connected: VPN tunnel to ChargePoint servers has been successfully established

• Not Connected: The charger cannot establish the secure VPN tunnel.

Cloud

• Connected: The charger has successfully reached ChargePoint cloud services.

• Not Connected:The charger cannot communicate with ChargePoint cloud servers.

Network Service Order

• Ensure Network Service Order has Wi-Fi Wireless Fidelity before Cellular.

  Network Service Order is set by the customer. Make sure it is set to Wi-Fi Wireless Fidelity once the Wi-Fi Wireless Fidelity is installed.

• If not, select Edit to enable Wi-Fi Wireless Fidelity connections and use the Network Service Order toggle to ensure Wi-Fi Wireless Fidelity is before Cellular.

  

  

Identifying debugging procedures to perform:

Wi-Fi Wireless Fidelity	VPN	Cloud	Meaning	Debugging Steps
Not Connected	Not Connected	Not Connected	Station unable to connect to Wi-Fi Wireless Fidelity	The station is unable to establish a connection to the router. Check the Wi-Fi Wireless Fidelity signal strength reach-ability to the station. Check with network administrator for any router issues.
Connected, but no IP address	Not Connected	Not Connected	Station unable to connect to Wi-Fi Wireless Fidelity	Check with network administrator to confirm router is assigning the IP. Power cycle the station by disconnecting the breaker for 30 seconds. Repeat the steps outlined in the Installation and Configuration section.
Connected, IP address assigned	Not Connected	Not Connected	Station unable to connect to Wi-Fi Wireless Fidelity	There can be multiple causes for this: DNS Domain Name System resolution failure: Ensure that your laptop can resolve the VPN server endpoint by performing the Installation and Configuration section. Firewall restrictions: If the DNS 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: NTP Network Time Protocol, Protocol: UDP, Port: 123 Usage: VPN, Protocol: TCP, Ports: 52007, 52017 Usage: DNS Domain Name System, Protocol: UDP, Port: 53 Refer Site Qualification Checklist for details.
Connected, IP address assigned	Connected	Not Connected	Station unable to connect to Wi-Fi Wireless Fidelity	Power cycle the station by disconnecting the breaker for 30 seconds. If there are still network connectivity issues, contact ChargePoint customer support at chargepoint.com/support.
Connected, IP address assigned	Connected	Connected	An Wi-Fi Wireless Fidelity 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 at chargepoint.com/support.