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Charge point troubleshooting actions in Monta Portal

Learn how to connected a disconnected charge point, release a stuck cable and other troubleshooting commands from Monta Portal.
Written by Yana Yankova
Last updated: 13 February, 2024
In this guide

Do you have a disconnected charge point? Is there a cable stuck in the charge point?

In this guide, we explain how you can troubleshoot different charge point issues from the Monta Portal.

1. Access the charge point

First, you need to open the charge point in Monta Portal. You can search in the Charge Points tab on the right side, or in the Team, where the charge point is located.

To open the charge point menu, just click on the name.

click on charge point portal

2. Available actions in Monta Portal

Click on the button “Select action” and you will see the different commands you can give the charge point from the Monta Portal.

click select action button portal

Here is the meaning of the different available actions.

Action Meaning
RebootThis action will restart the charge point.
Start charge This action will start a charging session, if a car is plugged in the charge point.
Stop chargeThis action will stop an ongoing charging session.
Force stop all chargesThis action will force stop any ongoing charging session on the charge point. Please note that if you force stop a charge, this will take away the payment for the charge.
UnlockThis action will release a cable if this it is stuck to the charge point.
Set active This toggle allows you to switch the charge point between an active and inactive state.
Check This action will check the status of the charge point.

There are different scenarios, which can be resolved with the use of these actions on Monta Portal. Please note, that if the charge point has lost connection to Monta, these actions may be unsuccessful. In order to give a command to the charge point from Monta Portal, the charge point has to be connected to the Monta system.

We recommend to look at the logs of the charge point, to have a better understanding of the communication between the charge point and the Monta system.

3. Charge point is disconnected

You can see that the charge point is disconnected by looking at the Status. For more context, you can read in the logs when the charge point lost connection to Monta.

disconnected charge point monta portal

Reboot the charge point

Begin by clicking on the “Reboot” button from the action list. This will restart the charge point. You can see if the charge point is responding to the command in the charge point logs.

This should take no more than a few minutes. If you don’t see anything in the logs, this means that the charge point is not responding to the commands by Monta.

Update the integration of the charge point

Scroll down to the bottom if the page and click on the “Update integration” button. From there, just follow the steps on the screen. You will either have to reintegrate, using an OCPP or API method.

click update integration button monta portal

Updating the integration of a charge point allows Monta to reach out again to the charge point and establish the connection again. This should take a few minutes and you will see if it has succeeded in the charge point logs.

Check internet connection

These disconnection events are sometimes caused by a poor internet connection. Please make sure that the signal is strong enough. If you need to make any adjustments to the internet connection setup, remember to reboot the charge point afterwards.

Check the charge point firmware version

Please check if there has been an update of the firmware version of your charge point, or if you need to update the firmware update, yourself. If you have any questions about the firmware version of your charge point, please check online or with the charge point manufacturer.

Hard reboot the charge point

A hard reboot means to completely switch off the charge point from electricity. This will allow the charge point completely reset and try to connect to Monta again. You can observe the results in the logs of the charge point.

4. Other resources and help

These were the basic troubleshooting tips.

  • Here is a troubleshooting guide from the driver’s perspective in the Monta app.
  • Here is where you can find the charge point logs and how to read them.
  • If these actions do not resolve the issue, please reach out to support@monta.com and we will help you straight away.

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