Communication issues

This guide walks you through analyzing and resolving communication issues between your charging stations and the Chargekeeper supervision. Follow these steps to identify and fix the causes of information reporting failures.

Step 1: Check the OCPP configuration keys

A charging station's OCPP configuration keys can affect, or even interrupt, the reporting of information. Here are the steps to follow:

Go to the OCPP Settings from the Chargekeeper supervision.
Check that the following keys are configured correctly:
- MeterValueSampleInterval: Frequency of consumption data reporting (recommended: 60 seconds).
- StatusNotification: Make sure connector status notifications are enabled.
- HeartbeatInterval: Verify that the "heartbeat" signal interval is set to 3600 seconds (1 hour).

For more information, see our dedicated page:
OCPP key configuration guide.

Step 2: Review the OCPP logs

A charging station's OCPP logs are a valuable resource for diagnosing communication issues. These logs allow you to:

Identify whether the charging station is properly sending connector states to the supervision.
Check whether any errors or anomalies are reported by the charging station.
Analyze the specific messages sent by the charging station, such as:
- StatusNotification: Connector states.
- Authorize: RFID badge validation.
- MeterValues: Consumption data.
- StartTransaction and StopTransaction: Session start and end.

You can access the OCPP logs from the Chargekeeper interface for each charging station, with data retained over several weeks.

Step 3: Check the communication gateways

Intermediate equipment or systems can interfere with communication between a charging station and the supervision. Here are the points to check:

1. Network equipment

SIM card and router:
- Make sure the SIM card has an active plan and enough data available.
- Check that the router is operational and that the ports required for communication (for example, 443 for TLS) are open.

2. Communication between master and satellite charging stations

If you are using a cluster configuration, make sure that communication between the master charging station and the satellite charging stations is stable.
Check the Modbus connections, whether wired or wireless (Wi-Fi or local Bluetooth).

3. Gateway system or intermediate supervision

Identify whether an intermediate system is interfering with communication:
- A third-party supervision (for example, the charging station manufacturer's).
- An EMS (Energy Management System) platform that is not configured correctly.

Step 4: Analyze the connector states

If the connector states shown in the supervision do not appear to be up to date:

Check in the OCPP logs whether the last state sent by the charging station matches the one displayed in Chargekeeper.

Step 5: Contact Chargekeeper support

If the problem persists after you have completed all the checks:

Collect the following information:
- The OCPP logs of the affected charging station.
- The details of the network equipment or gateways used.
Contact our technical support at support@charge-keeper.com, including the collected items.

Conclusion

Communication between your charging stations and Chargekeeper relies on several factors, notably a proper OCPP configuration, reliable network equipment, and correctly configured gateways. By following this guide, you should be able to resolve most communication issues.

For any further assistance, our support team is at your disposal.