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Why isn't my charger online?

Follow these steps in the order shown below to resolve station connectivity issues.

1 Confirm the charger is correctly identified on the platform

  1.  In your provided station and connector status page, compare the Charge Box Identity (CBI) displayed here with the CBI shown on the chargers commissioning screen.
  2. If they differ (watch for capital letters or leading spaces), edit the chargers CBI so is matches the CBI displayed in your station and connector status page.
  3. Re-check the charger’s status.
  • Online? → Done.
  • Still offline? → Proceed to Section 2.

2 Verify the supervision URL

2.1 Base URL

  1. In the charger’s network settings, ensure the supervision/OCPP endpoint is set to:

    wss://ocpp.chargefox.com/ocpp/1.6
  2. Save, reboot if required, and check status.
    • Online? → Done.
    • Still offline? → continue.

2.2 Trailing slash

Some chargers are sensitive to a trailing “/”.

  1. If the URL does not end with “/”, add it and test:

    wss://ocpp.chargefox.com/ocpp/1.6/

  2. If the URL does end with “/”, remove it and test:

    wss://ocpp.chargefox.com/ocpp/1.6
  3. Check status.
    • Online? → Done.
    • Still offline? → continue.

2.3 Appending the CBI (ONLY IF CHARGER REQUIRES)

  1. For stations that don't have a field to enter the CBI, edit the URL so the CBI is appended after the final slash, e.g.:

    wss://ocpp.chargefox.com/ocpp/1.6/CBI123456
  2. Test connectivity.
    • Online? → Done.
    • Still offline? → continue.

2.4 Secure-to-Insecure-to-Secure workaround

Some chargers need an initial insecure (ws://) connection before establishing secure (wss://) connection.

  1. Temporarily set the URL to:

    ws://ocpp.chargefox.com/ocpp/1.6
  2. Check the online status with the station and connector status page

  3. If online, switch back to the secure URL:

    wss://ocpp.chargefox.com/ocpp/1.6
  4. Confirm the charger remains online.
    • Online? → Done.
    • Still offline? → Section 3.

3. Check internet connectivity

3.1 Connection method

Identify how the charger reaches the internet:

  • SIM card (4G Cellular)
  • Integrated communication network (ICN) via Wi-Fi or Ethernet

3.2 If using a SIM card

In the modem, verify the APN is set to ipx2.m2mone

  • Online? → Done.
  • Still offline? → Section 3.4.

3.3 If connected to a Local Network (Wi-Fi or Ethernet)

Item to verifyAction
General internet accessConnect a laptop to the same network port/Wi-Fi; browse to confirm internet.
DHCP scenarioEnsure DHCP is enabled on the router and on the charger; look for IP conflicts.
Static IP scenarioConfirm unique IP, correct subnet mask, and correct gateway on every device.
FirewallAsk local IT to whitelist the charger if outbound traffic is blocked.
Ethernet cablingCheck crimp quality and that cable runs are within specification.
Daisy-chained chargersDisconnect secondary devices; bring only the host charger online first.

3.4 Trace the network upstream

  1. Starting at the modem/router, verify internet at each hop with a laptop.
  2. Remove other devices from the network, reconnecting them one by one only after a stable internet path is proven.
  3. Once internet is confirmed at the charger’s port, reboot the charger and re-check status.
  4. Test connectivity.
    • Online? → Done.
    • Still offline? → Section 4.

4. Escalation

If all steps above have been completed and the charger is still offline, please contact the local site IT admin or speak to a certified installation partner.