EV: Basic Troubleshoot Common Issues

Fail to Start Charging

1. Check the charger Status. Make sure the chargers are Online and Available.

2. Please advise the customer to do the below step:

   • Log in to the app & search for the charger station name.

   • Select the charger name

   • Select the CCS connector nozzle

   • Press Start Charging

   • Plug-in cable

   • IMPORTANT! - Ensure the customer follows this step to start charging.

Fail to Stop Charging (L1 please reach out to L2)

1. Please advise the customer to do the below step:

   • Identify the customer session on the Dashboard

   • advise the customer to STOP the charger from the Charger display

   • try to stop the charger from the car dashboard and unlock.

   • Escalate to L2 to remotely STOP the charging and remove the connector.

   • L2 may refer to How to stop for L2 ONLY

Fail to Unlock the Connector

1. Please advise the customer to do the below step:

   • Press the car key remote control to lock/unlock the connector.

   • Check on the Car console buttons and Select Unlock button (depending on Car variant). Agent may need to browse the car model for a better view of the car display.
     
     

     1. 1. Sample Car console view for unlock button

        2. Escalate to L2 to remotely unlock from the JomCharge dashboard. L2 may refer to EV Charging - How to Remote Stop Session for the Steps.