Cheatography
https://cheatography.com
A quick reference to most common HMI status of ELLI wallboxes.
This is a draft cheat sheet. It is a work in progress and is not finished yet.
Phone Call
Hello |
Welcome to Elli Customer Service |
( for AUDI customers ) |
My name is |
What can I do for you? |
For Outgoing Call, choose line B2C & Elli Produkte
Phone numbers should have 00 instead of +
Levels
Case Record Type |
Product Line |
Level |
6. CIC Charging |
ELLI or AUDI |
1st Level |
6. CIC Charging |
Any other brand |
2nd Level |
3. Technical Support |
Any brand |
Icon Meaning
Icon |
Meaning |
|
Have the wallbox switched off at the power supply cabinet. Have the wallbox switched on again for a reboot. |
|
If the vehicle is connected to the wallbox, disconnect it. Do not reconnect until wallbox is idle. |
|
Inspect the charging cable and the connector for dirt or damage. |
|
"Settings" |
B, G, R, Y stand for Blue, Green, Red, Yellow.
UPPERCASE = STEADY
lowercase = blinking
They refer to LEDs left to right
( wallbox, vehicle, home system, RFID )
|
|
HMI States
HMI |
-> Solution |
State |
Notes |
* * * * |
+ HMI cable |
|
b * * * |
Starting |
|
b * * * |
Stuck. Critical. |
|
May be replaced with 2 min videoproof |
B * * * |
-> Hotspot Config. |
|
G * * * |
Ready |
|
G * * * |
+ |
|
OR Soft Reboot |
G G * * |
Auto full OR Pause |
|
G g * * |
Working |
|
g * * * |
-> Use OK Card or with no control + |
|
G R * * |
+ |
|
Y g * * |
-> |
|
Y Y * * |
Suspended |
|
Y * Y * |
High Consumption -> Power Limitation |
|
Y Y Y * |
High Consumption |
|
R * * * |
-> + HMI cable OR x 1h |
|
Manual pdf p.45 |
R R * * |
+ + |
|
r r r r |
! -> + + |
|
May be replaced out of warranty |
R R R R |
-> + check COMboard OR + |
|
* * Y * |
-> check HEMS + Network + HEMS |
|
* * R * |
-> check DIP switches |
|
Manual pdf p.32 |
* * * G |
Waiting for card |
|
* * * g |
Starting |
|
* * * r |
Card refused -> |
|
|
|
Escalation (TECH)
Asset |
Sales Project |
Case Category Tree |
Serial number of the charging station |
Installed by |
Commissioning Protocol + With measured values + With stamp from electrical contractor |
Pictures of the installation (Internal wiring) |
Location of installation |
HMI Behavior |
What happens when the customer plugs in the cable |
Load management |
How are the DIP switches set |
Are CT coils installed and configured? |
Vehicle model that was loaded |
Time period in which the problem occurs |
Timestamp to analyze the logs |
WLAN / LTE or LAN? |
Configuration Manager Accessible |
Connection through which app |
Exact description of the problem and since when did it occur |
Information from the backend what is the status of the box |
Video and proof of the problem if possible |
MSP: Unable to Unplug
Troubleshoot |
Note |
Lock/Unlock Car |
Soft Reset from Management Console |
Only do it if no other cars are charging there |
Tell to ask Car manufacturer’s Customer Service |
MSP: Common Issues
Unable to use Plug and Charge |
Check if car is able. Check if Station is able. |
QR code not working |
Ask to seek help from the Station owner |
Charging not starting |
Unplug and retry. Check car settings. |
|
|
Asset Not Paired
Do not work. Make a post with the following: |
ASSET PAIRING PROCESS REQUEST |
Seriennummer (SN): |
Modell: |
Dealer Name (Wallbox Buyer): |
Order Number: |
Order Date: |
Delivery Date: |
KVPS No.: |
End Customer/Wallbox User Name: |
Elli Customer Number: |
Address: |
Email Address: |
Date of sale from dealer/electrical retailer to end customer: |
(name of electrical contractor, if applicable) |
Send to dealer Dealer Support Queue |
Attach billing documentation.
Spare Part Request
Create child case. Make a post with: |
1. Spare Part Requested |
2. Is ISP needed? |
3. Shipping address |
4. Free/Against charge |
5. Additional comment |
Send to Replacements & Spare parts Queue |
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