Troubleshooting

This section is intended to give you tool to solve the common problems related to the Andersen products. Please select the area where you are experiencing issues. If you can’t find an answer to your question, please contact us.

Before You Start

Physical Access: You should have physical access to your charge point. If your charge point is offline, it won’t have a way to receive a signal to restart. You’ll need to troubleshoot in person or wait for it to automatically reconnect.

Router: Note that changing the settings of your router may prevent you from connecting to the internet. So before changing any settings to your router, you should make a backup of your current router settings and download your router manual.

LED Status

Each Andersen unit has 3 LED lights that give an indication of the unit’s health and its current status. The table below gives you an idea of what each light status mean and what needs to be done.

Normal Statuses

Green Solid – Charge point is ready to charge
No action required
GREEN solid / RED solid – Charge point is locked.
Charge point is locked and cannot be used.
GREEN solid / AMBER flash – Charge point is connected to your car.
No action required
GREEN solid / AMBER solid – Car is charging.
No action required

Error Statuses

Green Flash – Charge point is disconnected from network.
Please follow the steps in the Connectivity section below.
RED Solid – There’s an error with the charge point or the car.
Try to hard restart the unit by following this video.
ALL LIGHTS flash – Blink every 3 seconds: Voltage SAG or Voltage error.
Contact the installation team.
GREEN solid / AMBER solid – Car is charging.
No action required

Network Setup

ALL LIGHTS flash – Blink every 0.5 sec: Wifi Setup mode.
Please follow the steps in the Setup section below.

Connection Set Up

I can’t find my wifi network when I try to connect my Andersen charge point

  1. Check that the charge point is in range of your wifi signal.
  2. Connect to a different Wifi network. This can easily be done by setting a hotspot with your mobile phone.
    1. To set up a hotspot network on iPhone please follow these steps.
    2. To set up a hotspot network on Android please follow these steps.
  3. Follow the steps to connect your charge point using the Kønnect app or using your computer.
  4. if you can see your Wifi hotspot in the list and can connect your charge point, it means that your Wifi SSID is not made available. The SSID can be made available by changing settings in your router. These settings can be:
    1. High-security level preventing SSID to be broadcasted publicly
    2. SSID is broadcasted on some limited band (e.g.: 2.4Ghz or 5 Ghz)
    3. SSID is broadcasted on some limited standard (e.g.: 802.11g o 802.11n)
  5. You should check with your router manufacturer or internet provider how these settings can be changed.

I can see my network but I can’t connect my Andersen charge point to my network

  1. Check that your password is correct, especially if you have reset or changed your router recently.
  2. Check if the unit is in setup mode (front light flashing) when trying to connect to the network.
  3. Connect to a different Wifi network. This can easily be done by setting a hotspot with your mobile phone.
    1. To set up a hotspot network on iPhone please follow these steps.
    2. To set up a hotspot network on Android please follow these steps.
  4. if you can connect to the hotspot, it means that your router is preventing the unit to connect to your network. You will need to change settings in your router such as security level or parenting control or whitelist the Andersen charger MAC address. For instance, a high-security level will stop connections which are not whitelisted

Connectivity and Network

Recommended Wifi network and router settings

These settings are recommended for use with Andersen products. They can help to improve the performance of your Andersen charge point and help to resolve Wi-Fi connection problems.

  • it’s best to set Wi-Fi channel selection to Auto instead of a specific channel. This lets your router automatically switch channels to avoid interference from nearby Wi-Fi networks and wireless devices that can slow down or even block Wi-Fi signals.
  • If your Wi-Fi router is dual-band (supports both 2.4GHz and 5GHz signals) your Andersen charge point may be able to get a better connection to one band or the other, depending on your surroundings.
  • Check your router’s firewall settings. Your firewall settings may be preventing your Andersen charge point connecting to the internet. You can try lowering these settings temporarily to see if your issue is resolved. Restore your firewall settings back to your preferred security level afterward.
  • Warning: Lowering your router’s firewall settings may increase the risk of incoming threats from the internet. Refer to your router or firewall manufacturer for additional information.
  • Set your Wi-Fi router’s DHCP lease time to at least 2 hours. This can help ensure your Andersen charge point stays connected to your network. Any setting lower than 2 hours may prevent your charge point reconnecting to your network, even if the connection drops out for half a second or less.
  • If you have MAC address filtering enabled for added network security, the MAC addresses of your Andersen charge point must be added to the list of authorised devices. You can use your router’s software to view the MAC addresses of all devices on your network; refer to your router’s documentation for instructions.
  • If you have an 802.11 ac router or range extender, make sure it’s set up to allow 802.11 b/g/n device connections.

My Andersen charge point is disconnecting from my wifi network

  1. Check your wifi is working with another device.
  2. Check if you have the recommended wifi settings to work with Andersen products
  3. Check the strength of your signal. Even if your wifi signal is shown as “fair”, it would be a good idea to get a wifi range extender. A poor network coverage will increase networking errors which, in turn, will increase the risk of disconnection.
  4. Check the time when disconnections happen: if the unit disconnects when a high level of devices is connected or when there’s a high network usage then traffic congestion could be the reason for disconnection.
  5. Connect to a different Wifi network. This can easily be done by setting a hotspot with your mobile phone.
    1. To set up a hotspot network on iPhone please follow these steps.
    2. To set up a hotspot network on Android please follow these steps.
  6. if you manage to stay connected for an extended period of time using your hotspot then you should restart your router or change traffic management settings in your router.
  7. If you have a firewall, check the connection settings and make sure that new connections are allowed.
  8. All Wi-Fi routers have a limit on the total number of devices that can be connected to Wi-Fi at the same time. Refer to your router’s manual for its limit. If you have a lot of devices on your network, you can try disconnecting a few to see if your Andersen charge point is able to reconnect to your network.

My unit is ON but is showing as offline on both the app and desktop

Please turn the unit OFF then ON by switching the breaker at the bottom of the unit as shown in this video: https://www.youtube.com/watch?v=b6VDPE0zoP4

My charger looks like it’s “stuck” when I log into the console (showing N/A)?

Your firmware update wasn’t successful and your firmware need to be re-instated.

Please turn the unit OFF then ON by switching the breaker at the bottom of the unit as shown in this video: https://www.youtube.com/watch?v=b6VDPE0zoP4

If restarting the unit didn’t solve the problem, please contact Andersen EV.

The Kønnect App

I can’t access the login screen on the app

  1. Please Update your app to the latest version
  2. Clear cache and data for your app. (clearing the data will not erase your charging history).
    1. To clear cache and data on iPhone please follow these steps
    2. To clear cache and data on Android please follow these steps
  3. Relaunch the app and try again
  4. If you have access to another phone and you can access the Kønnect login on your other phone, please re-install the Kønnect app.

My unit is ON and is showing online on desktop but is showing as Offline on the app

This usually happen where there is a downtime in the cloud. These are usually rare but may happen for a period of 2h to 24h.