Hardware & Network Troubleshooting: Offline Chargers and Site-Wide Outages

Charger offline due to power/network issues

• To power cycle a charger, disconnect the breaker for the charger for 30 seconds then flip it back on. If possible, do the same with the networking equipment (unplug for 30 seconds, then plug back in).
• If a charger remains offline after power cycling, confirm whether the networking equipment (such as router or modem) has also been reset, as network connectivity issues can prevent the charger from coming back online.
• If a charger is still offline after local troubleshooting, an on-site technician visit may be required to inspect the power supply, networking equipment, and charger hardware. Site visit costs are typically the responsibility of the property or site manager.
• When a charger is restored to service after being offline, confirm functionality by starting and completing a transaction via the SWTCH web or mobile app, observing expected charging speed and stability. RFID cards should not be used to confirm functionality except when testing RFID-specific issues.
• If a charger is showing as 'available' on the local display but remains offline or 'under repair' in the system, this may indicate a network connectivity issue or a fault that requires further investigation.

Charger not responding to boot notifications or remote access

• To troubleshoot a charger that is offline and not responding to boot notifications or remote access, request a photo of the front of the unit, confirm whether the charger is powered and if there are any coloured lights blinking or error codes on the screen, and power cycle the breaker for the charger by disconnecting it for 30 seconds before turning it back on. If possible, also power cycle the networking equipment by unplugging it for 30 seconds and plugging it back in.
• If a charger remains unresponsive after remote troubleshooting and power cycling, escalate the issue for on-site inspection or technician intervention, as some problems cannot be resolved remotely when the charger does not respond to boot notifications or remote access.
• When a charger is not responding to boot notifications or remote access, confirm the charger ID and site address, and request information about any visible status indicators or error codes to assist with remote diagnostics.

Site-wide or multi-charger outages

• To troubleshoot site-wide or multi-charger outages, property contacts or technicians are instructed to power cycle the breakers for all affected chargers by disconnecting them for 30 seconds and switching them back on. Additionally, networking equipment (such as routers or access points) should be unplugged for 30 seconds and then plugged back in. If the chargers remain offline after these steps, further escalation or a technician site visit may be required.
• If power cycling the chargers and networking equipment does not restore service during a site-wide or multi-charger outage, agents escalate the issue for further investigation, which may include scheduling a technician site visit. The property manager or site contact is typically responsible for coordinating and approving any third-party technician visits, and costs for on-site service are usually billed to the property manager unless the hardware is under warranty.
• When requesting on-site assistance for site-wide or multi-charger outages, agents consistently ask for photos of the front of each affected charger to check for colored lights or error codes, and request confirmation of whether the chargers are powered. This information helps diagnose the issue and determine the appropriate next steps.
• If a site-wide or multi-charger outage is caused by a scheduled or unscheduled power shutdown at the property, agents confirm that the chargers may go offline as a result and recommend notifying SWTCH Support in advance of planned outages. Once power is restored, agents verify charger status and recommend power cycling if units do not automatically come back online.
• For sites using building-managed Wi-Fi or external network connections, agents note that site-wide or multi-charger outages may be caused by local network issues, such as weak Wi-Fi coverage, router failures, or network device outages. Agents recommend rebooting the network equipment and, if persistent issues occur, suggest improving Wi-Fi coverage or considering a dedicated networking solution for more reliable charger connectivity.

Charger appears available physically but not in app/system

• If a charger is newly installed or recently commissioned but does not appear in the app or is unavailable for activation, the commissioning process may not be complete. The property manager or installer must finish required paperwork and/or schedule a commissioning call with the SWTCH technical team before the charger becomes available in the system.
• Power cycling the charger and networking equipment by disconnecting the breaker for 30 seconds and then turning it back on (and unplugging the networking equipment for 30 seconds before plugging it back in) is a recommended troubleshooting step for resolving cases where the charger appears available onsite but is unavailable in the app. This should be performed by property management or a qualified technician, not by drivers.
• If the charger remains unavailable in the app after troubleshooting steps such as power cycling, a technician visit or escalation to the technical team may be required to further diagnose and resolve the issue.

Session stuck as active or failed to end

• If a charging session is stuck as active or fails to end, support agents can manually end the transaction and, if necessary, reboot the charger to restore normal operation.
• If the SWTCH app or web app does not allow you to end a charging session, the support team can escalate the issue for manual resolution and will follow up once the session is cleared.
• A session may appear as 'active' or the charger may show as 'in use' if a previous transaction did not end properly; this can prevent new sessions from starting until the issue is resolved.
• If a session remains stuck as active in the app after standard troubleshooting (such as logging out, reinstalling the app, or using the web app), the issue may be due to a server or charger communication problem and requires support intervention.
• Power cycling the charger and networking equipment for at least 30 seconds is a recommended step to resolve chargers stuck in an 'in use' or 'preparing' state due to a failed session end; this should be performed by property staff or an onsite technician.
• If a session is shown as 'active' but no energy was delivered or the charging attempt was unsuccessful, billing is based on actual energy consumed, and no charge will be applied for undelivered service.

SIM card/network equipment malfunction or replacement

• If a charger is offline or experiencing connectivity issues, power cycle the breaker for the charger by disconnecting it for 30 seconds and then turning it back on. Additionally, power cycle the networking equipment (such as the LTE wireless gateway) by unplugging it for 30 seconds and plugging it back in.
• If a SIM card or LTE wireless gateway cannot be found or is not functioning, contact support to arrange for a replacement unit. Replacement parts can be shipped, and installation should follow the provided video tutorial or be scheduled with the deployment team.
• If a SIM card is suspected to be faulty or unresponsive, replacing the SIM card may resolve persistent connectivity issues. Support may request the shipping address and receiver’s name to send a new SIM card if required.
• When troubleshooting a new SIM card or LTE antenna that is not connecting, confirm that the SIM card is properly seated with gold contacts down and the notched corner aligned. If the device still does not connect, check the APN settings; for most Switch setups, the APN should be set to 'iot.simbase.com' with username and password left blank.
• If all standard troubleshooting steps for SIM card or network equipment issues have failed and the unit remains persistently offline, arrange for an on-site technician to inspect the unit and networking infrastructure. If hardware replacement is required and the unit is under warranty, SWTCH will cover the cost of the replacement unit and shipping, but labor is billed to the property manager or site.

Wi-Fi/LTE signal strength and coverage problems

• If a charger is offline or experiencing connectivity issues, power cycle the breaker for the charger by disconnecting it for 30 seconds and then turning it back on. Additionally, power cycle the networking equipment (such as Wi-Fi routers, LTE modems, or access points) by unplugging them for 30 seconds and plugging them back in. This process can help restore network connectivity to the charger.
• Weak Wi-Fi or LTE signal strength at the charger location can cause connectivity issues. To improve coverage, install an outdoor wireless access point (WAP) or move the LTE modem closer to the chargers, ensuring a direct line of sight and minimal physical obstructions between the network equipment and the chargers.
• If chargers rely on building Wi-Fi and experience frequent disconnections, consider installing a Wi-Fi repeater or access point closer to the affected chargers to improve signal strength and coverage. For sites with ongoing issues, a dedicated networking solution such as SWTCH Echo can provide a more reliable and consistent connection, independent of the building-managed Wi-Fi.
• For chargers using a 208V Microhard or similar LTE modem, the device captures the signal and transmits connectivity to the chargers, eliminating the need for local Wi-Fi at the charger location. If connectivity issues persist, ensure the LTE modem is properly installed and has a clear signal path to the chargers.