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Troubleshooting guide

Contents
This troubleshooting guide covers all the most common issues our users have experienced with their chargers and the methods that have effectively resolved them. This guide applies to all Wallbox chargers (depending on the features they offer). You can easily and quickly access the section that interests you by using the Table of Contents below:

Table of Contents

Connectivity issues

Bluetooth troubleshooting

If you are unable to connect the Wallbox app to your charger using Bluetooth, please try the troubleshooting steps below:
  1. Stay close to the charger (within six meters) and make sure there is no obstacle between you and the charger.
  2. Restart your smartphone fully. Once it has restarted, turn the Wi-Fi feature off, and just leave the Bluetooth on.
  3. Ensure that Location Permission is given for the Wallbox app.
  4. Power off the charger’s power supply for a couple of seconds and power it on again. Wait until the LED turns green again.
  5. Log in to the Wallbox app and select your charger from the list. If the charger doesn’t appear, make sure that you already added it to your Wallbox account.
  6. Your smartphone will ask for Bluetooth permissions, click “Accept”.
  7. Wait for the Bluetooth connection to be established (the charger screen will turn green and displays “READY”).
  8. In case you are still unable to connect to your charger, download the Wallbox app on another smartphone and try to connect to your charger. You can use the same Wallbox account credentials to log into the Wallbox app across all devices:
  • The other smartphone is ABLE to connect to your charger: the issue might come for your smartphone.
  • The other smartphone is UNABLE to connect to your charger: perform a full restore of your charger and try to connect to it again.
For more details on using Bluetooth to connect your charger to the Wallbox application, you can read our specific article.

Wi-Fi troubleshooting

Before going through the troubleshooting steps below, ensure that the Wallbox app and your charger are correctly connected via Bluetooth (refer to our Bluetooth guide for more information). You can check this by trying to lock and unlock your charger, the charger’s LED status light should turn from yellow (locked) to green (unlocked) – if you do not know how to lock/unlock your charger, you can refer to the Auto-lock guide. If none of the troubleshooting steps below fixes your issue, you might consider checking your Internet router (or any device you use as an Internet hotspot).
First, ensure that your Wi-Fi signal strength is strong enough and that you can connect to Wallbox servers:
Ensure that your router can connect to our servers by visiting this address (using your smartphone and standing close to your charger): https://api.wall-box.com/api/ping  If the message “OK” appears, your router is able to connect to our servers.
For reference, here are recommended maximum distances between your charger and router for an optimal internet connection:
  • No walls and no ceiling in: 25m
  • One wall or one ceiling: 15m
  • Two walls or two ceiling, or One wall and one ceiling: 5m
If you can connect to our servers and the distance between your router and the charger is correct, go through these steps:
  1. Make sure the router is on and working on other devices.
  2. Restart the router.
  3. Uninstall the Wallbox app completely and install it again.
  4. Please fully restart your phone.
  5. Power cycle the charger. Please turn off the power supply to the charger for a minimum of 20 seconds and wait until it’s back showing green colour again.
  6. Do a charger restart through the app.
  7. Use the smartphone as a hotspot and connect the charger to it.
  8. Restore the charger through the app and try to connect.
  9. Update the charger software if needed and try to connect.
Additionally, if you are facing a different issue, you may find the resources below helpful:
  1. Make sure that you can see your Wi-Fi appearing in your smartphone Wi-Fi settings and that you can connect to it, if not, restart your Internet router and your smartphone.
  2. Once you can see your Wi-Fi appearing in your smartphone Wi-Fi list, restart the Wallbox app.
  3. Try again to connect your charger to your Wi-Fi in the Wallbox app.
If the connectivity icon is not selectable in the App, it means that the Bluetooth connection is not established correctly. Refer to the “I cannot connect my charger to the Wallbox app via Bluetooth” section in this article to fix the issue.
  1. Make sure your Internet source is close enough from your charger, that there is no big obstacles between it and your charger, and that the Wi-Fi signal is strong enough.
  2. If your Wi-Fi name or password contain special characters that are included in the ASCII printable character, remove them.
  3. Restart your Internet source, your Wallbox app and your charger.
  4. Try to connect to your Wi-Fi again.
Please note that Commander 1 and Copper support only 2.4 Ghz band. All other chargers support both 2.4 Ghz and 5 Ghz bands.
Disconnections might be caused by many factors, including:
  • Big obstacles between your Internet router and your charger, resulting in a weak Wi-Fi signal. Try to move the Internet router closer to your charger to see if it solves the problem.
  • Your Internet router is not close enough the Wi-Fi range of your charger, resulting in a weak Wi-Fi signal. Try to move it closer to your charger to see if it solves the problem.
  • Your Internet router is misconfigured. You can refer to your Internet provider to check its configuration.

Ethernet troubleshooting

This section is only relevant for chargers equipped with an Ethernet connector, i.e. : Copper SB, Commander & Commander 2, Quasar.

  1. Try the Ethernet cable with another device:

    1. If the cable still doesn’t work, try using a different Ethernet cable.

    2. If the cable works, continue with step 2.

  2. Turn on the Wi-Fi feature of your charger and try to connect the Ethernet cable again.
  3. If the connection is still not working, contact your internet provider.

Restore and Update issues

The charger’s software is directly linked to Wi-fi, Bluetooth, and cloud-based functionalities of your charger. Furthermore, it is crucial to keep it updated at any moment. The Wallbox app will let you know automatically when a new software version is released, additionally, you can check the last software version for each charger in our Release Notes section. Follow the steps detailed in the dedicated guide to update your charger’s software.
Restoring your charger is usually the most effective way to resolve an issue related to connectivity and functionalities. To perform a full restore, please follow the steps in the dedicated guide.

Power and Charging issues

Power limitation can be due to different factors:
  • The power could be limited by your car settings, make sure to check them.
  • It could be due to the number of phases in your charger or the electric installation itself.
  • Your car battery could be almost full already and the charging power is automatically reduced to ensure a safe charge.
  • Some car models have to be doors closed to perform a full power charge, make sure to check if your car has this feature.
  • The power is limited in the Wallbox app:
    1. Log into the Wallbox app.
    2. Select your charger.
    3. Turn the wheel button in the charger screen to change the power limitation.
If you try to start a charge but the Wallbox app gets stuck on “Waiting for car demand”, try these troubleshooting steps:
  1. Make sure the EV-gun is properly and firmly connected to the car.
  2. Make sure that your charger is connected to Internet and its software is up to date (refer to our software update guide).
  3. Make sure that you are running the last Wallbox app version (you can do so by checking your app in the Play Store/App Store of our phone).
  4. Make sure that there is no scheduled charge in the Wallbox app or your car system.
  5. Close the windows of your car and lock it.
  6. Restart the Wallbox app and try to start a charge again.
If the problem persists, please contact our Support for further assistance.

Wallbox app & portal issues

For more details about scheduled charges, please go through our dedicated article: How to create scheduled charging sessions with the Wallbox app. Do you have a charge scheduled in your app but it won’t start? Typically, this particular problem can be resolved in a few easy steps:
  1. Check that there are no charges already scheduled in your car settings via its control board.
  2. Make sure your smartphone and your charger are connected via the Wallbox app using Bluetooth. You can try to lock/unlock your charger to check if the Bluetooth connection is correctly established.
  3. If the EV-gun is connected to your car, unplug it and make sure to unlock your charger if it is locked.
  4. Delete all the scheduled charges you might have in the Wallbox app.
  5. Create a new “test” scheduled charge that should start in the next 5 minutes.
  6. Plug your car and wait for the “test” scheduled charge to start.
  7. If the issue is fixed, delete the scheduled “test” charge you just created and go ahead with the schedule you need.
If you need further details about charging sessions’ statistics, read our dedicated guide. If you are missing all or a part of your session statistics, below are a few tricks to retrieve them:
  1. Ensure your smartphone is connected to the Internet.
  2. Usually, closing the app completely (make sure it is not running as “background” app neither) and reopening it fix the issue. If the problem persists: 
  3. Delete and reinstall the Wallbox app. Log back in to the app once reinstalled.

  4. Power Off your charger for at least 5 seconds, and turn it back on.

  5. Reconnect to your charger via Bluetooth, if the wheel turns purple in the app it means that the synchronization between your charger and the app is being performed and the issue should be fixed.

If the issue persists, restoring your charger might fix the issue.
Updated on 07/11/2022
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