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EV Charging Station Offline – Quick Reference Guide & FAQ
A comprehensive guide to understanding and resolving offline charging station issues.
Understanding Offline Status
When your EV charging station appears offline in the mobile app or synergEV portal, it means the charger is currently not communicating with the network. This guide will help you understand what that means, why it happens, and what steps you should take to resolve it.
No Network Communication
When offline, your charging station cannot connect to our central systems, limiting functionality and monitoring capabilities.
Limited Functionality
While offline, remote features and monitoring are unavailable, though local charging may still work in some cases.
Quick Resolution
Most offline issues can be resolved with simple troubleshooting steps outlined in this guide.
What Does "Offline" Mean?
When a station is offline, it is not connected to the network, so:
No Status Reporting
It cannot report status or session data.
Limited Authorization
It may not accept RFID cards or remote commands.
Local Operation Only
It may still be operational locally utilizing RFID card numbers stored in cache from repeat drivers, but usage will not appear in app or the backend until connectivity is restored.
The platform will also show the date when the station last communicated with the synergEV network. In this case, May 20, 2025 at 1:30 PM
Common Reasons a Station Goes Offline
Power Supply Issue
  • Power to the station has been interrupted (e.g., breaker tripped, utility outage).
  • Internal power supply component failure.
Network Communication Failure
  • Weak or lost Wi-Fi or cellular (4G/LTE) signal.
  • Damaged internal modem, antenna, or networking hardware.
  • Configuration or firmware issue.
First Step: Reset the Power
The most effective first step is a power reset:
1
Locate the station's dedicated breaker panel.
Find the electrical panel that supplies power to your charging station.
2
Turn the breaker OFF.
Switch the dedicated circuit breaker to the OFF position.
3
Wait 60 seconds.
Allow the system to fully power down.
4
Turn the breaker ON.
Switch the breaker back to the ON position.
5
Wait up to 5 minutes for reconnection.
Allow the station to fully reboot and reconnect to the network.
ℹ If the station is online again, you're all set. No further action is needed.
Still Offline After Reset?
If the station does not come back online after a breaker reset:
1
Power Issues
No or low voltage to the station.
Hardware Failure
A failed internal communication module.
Connectivity Problems
An antenna or SIM issue (for cellular units).
Network Interference
Local network firewall or signal interference.
🚧 What Happens Next?
Please contact our support team to request a site assessment visit.
During this visit, we will:
  • Verify power delivery to the station.
  • Inspect internal components and wiring.
  • Diagnose communication module and antenna status.
  • Replace or reconfigure parts as needed.
If your station is covered by our Reliability-as-a-Service plan and the issue is not related to the site infrastructure, the offline station will be replaced.
FAQ
Can drivers still charge if the station is offline?
Sometimes. If local RFID authorization is enabled, known cards may still work. However, usage will not show in the app.
Will charging sessions resume automatically after the station comes back online?
Yes. Once power and network are restored, the station will resume normal operations.
Can I reset the station from the app?
No. A physical power cycle at the breaker is required.
How do I know if the station is back online?
Check the synergEV portal or mobile app. The station should change from "Offline" to "Available" or "Occupied."
What if the station is online but the connectors are offline?
If the station is online but the connectors are offline, this usually indicates a local hardware or software fault affecting just the charging ports (connectors), while the central controller is still connected to the network. In this case, synergEV will be able to attempt remote troubleshooting steps; however, power-cycling the station first is still recommended.