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How to troubleshoot for public charging

Support
November 15, 2024
3 min read

How to troubleshoot for public charging

Issues starting a charging session?

If your charging session isn't starting, here's what might help:

1
Check for a timeout.

Chargers will time out within 90 seconds if you plug in without initiating a charge. Return the connector to its holster, then select Start session before plugging it in again.

2
Turn off power drains.

Some vehicles won't charge if power is being used. Ensure your car and any extras (radio, GPS or lights) are all turned off.

3
Firmly plug in.

Inspect the connector and port for debris. Then firmly push in the connector to ensure it locks into your car's port (check for a click/light indicator). For Tesla connectors at ONroute, support the adapter when plugging in.

Still stuck?

  • Lock up: Lock your doors and roll up the windows.
  • Adjust schedule: Turn off or adjust your vehicle's charging schedule.
  • Check payment method: Confirm if you have a valid payment method in the Ivy app (the Ivy RFID card requires this).
  • Double-check station ID: Confirm the station ID and port type.
  • Confirm charger status: Check the real-time status on the Ivy app.

Why can't I get the max charging speed?

There are a few external factors that may be impacting the charging speed your EV can receive. Learn more in the article below.

Support-Questions-01

Need help?

We're here to support you every step of the way. For any resources, information, or answers to your questions, start with our Support page. If you need immediate support for public charging, you can reach us 24/7 at 1.800.301.1950.

Download the Ivy app.

Take control of your EV charging, find stations effortlessly and power up wherever you are. Charge at home and on the go with our all-in-one app.

Download our EV charging app on Google Play. Download our EV charging app on the App Store.

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Ivy Home charger settings: Resetting your WiFi

Support
October 14, 2024
5 min read

Ivy Home charger settings: Resetting your WiFi

Your Ivy Home charger is built to offer a highly personalized charging experience. It connects to Wi-Fi to provide the best charging experience, allowing you to monitor and schedulre EV charging. In the event of connectivity issues, the following steps will allow you to reset your connection.

How to reset Wi-Fi in your Ivy Home charger

  1. Unplug the charger.
  2. Remove the front cover by removing the 4 screws at each corner of the charging station.
  3. With the front cover placed to the side, locate the DIP switch on the Ivy Home charger circuit board. The DIP switch is a 4-position switch on the main circuit board, located directly to the left of the LED.
  4. Move the DIP switch #1 to the down position. This applies to all 40A, 32A, 24A amperage settings. For 16A, set DIP #2 to the up position to set the chargers to 20A before proceeding.
  5. Plug the charger back in. Wait 2 minutes. Ensure the indicator light is Blue/Magenta alternating with 1-second frequency.
  6. Unplug the charger again.
  7. Set the DIP switch back to the original position.
  8. Plug the charger in. It will display the Blue/Magenta alternating indicator light.
  9. Connect the charger to your Wi-Fi and mobile app. You can follow the instructions here.

For additional information, we recommend reading the full manual here.

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How to troubleshoot connection errors for the Ivy Home charger

Support
February 28, 2025
5 min read

How to troubleshoot connection errors for the Ivy Home charger

You can easily troubleshoot connection errors in your Ivy Home charger. Doing so will allow you to address any concerns and bring your unit to optimal performance. This article will teach you how to run tests for three key connection elements.

First, if your Ivy Home charger is not connecting to the network, ensure the following:

  • Ensure network frequency is 2.4ghz.
  • Confirm that signal strength is adequate.
  • Make sure your Wi-Fi password is correct.
  • Check if Network Filters/Firewalls are blocking charger communication.

How to troubleshoot signal strength

It is important to ensure a Wi-Fi signal strength of –67 dBm or greater where the charger is located. Next, check your location’s Wi-Fi signal strength to ensure a quality EV charging experience. In fact, you can use third-party mobile apps available to troubleshoot connection errors related to the strength of your connection. For locations that don’t have sufficiently strong Wi-Fi signal, follow one of the steps below to improve signal strength:

  1. Move the Wi-Fi router as close to your EV charger as possible for the simplest solution.
  2. Wi-Fi repeaters or extenders can boost the signal of existing access points.
  3. Multiple access points may be required to provide network coverage.

Wi-Fi repeater video - 1
W-Fi repeater video - 2
W-Fi repeater video - 3
Wi-Fi repeater video - 4

How to troubleshoot Wi-Fi connection indicator

If the connection is successful, the Wi-Fi network UC_Smart_[ChargerSerial#] will no longer be discoverable. Additionally, the indicator light on the charger will alternate between Blue and Cyan.

How to troubleshoot Password

Verify that the Wi-Fi password entered matches the Wi-Fi network settings exactly. The charger will recycle the connection if password information is incorrect.

The password limit for the charger is 38 characters. The charger will not connect to Wi-Fi networks with passwords longer than this limit.

For additional information on how to troubleshoot connection errors in your Ivy Home charger, we recommend reading the full manual here.

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