EVSE app status incorrect

[desmo200]

My EVSE is unplugged from the car and charge indicator is off, the app shows ‘offering change’. Plugging in the car does charge normally but the app status doesn’t change. I cycled the power to the EVSE and no change. Any suggestions?

[ERIC8585]

I started having the same status problem yesterday. The app says “Connected to EV” on the Control screen even though the cord is disconnected from my EV. Also, the app just sits on “Preparing” when I “tap to charge now” by pressing the lightning bolt. I’ve tried turning off the circuit breaker and resetting Wifi. Any luck with this?

• This reply was modified 3 months, 3 weeks ago by ERIC8585.

[Emporia Support]

@eric8585 and @desmo200  We haven’t been getting reports of this, but have you checked your internet connection during these periods?   You can always reach out the support team directly to investigate further as well.

[ERIC8585]

I’m still having having the problem. The status is not changing in the app. It still says connected to EV. No problem with the internet wifi/internet connection.

[desmo200]

It does seem to be correct now. I suspect there was something not communicating properly over the weekend.

My internet connection was good, and I was still able to see the live data in the graphs, it was just the evse control that was not reporting correctly.

• This reply was modified 3 months, 3 weeks ago by desmo200.

[Kevin @ Emporia]

We are currently investigating an issue w/ EV Charger status/control not being reflected within the app. Should have updates/resolution soon.

[ERIC8585]

Works now, thanks.

[Kevin @ Emporia]

Good deal! Be sure to reach out if you’re running into any other issues!

[Kevin @ Emporia]

We’ve fixed the cloud-communications issue that was causing this problem and we’ve messaged all customers that have reached out directly to customer support related to this issue.

Over the weekend the cloud process that manages communications to/from controllable devices (like the EV Charger) failed and prevented control (as well as status updates) to/from the app. This issue caused a variety of related problems from within the app like:
– Unable to turn on/off the EV Charger (ready/paused)
– Unable to track “charge sessions” (separate from measurement data)
– Limited (or no) Energy Management functionality to manage EV Chargers

The underlying issue has been fixed and we’re in the process of re-syncing all controllable devices to the Emporia cloud. This process should be wrapped up for EV Chargers by 12:00PM (noon) MDT today on 06/24/2024 and by 8:00PM MDT for all Smart Plugs. Entering the Emporia app and attempting to “control” a device (toggling on/off) should re-sync the device to the Emporia cloud immediately and resolve any device-specific issues as well. If still running into any issues w/ the control of your device after the times specified above – please reach out to the customer support team directly and we’ll work with you one-on-one to ensure you’re back up and running as needed. Apologies from the Emporia team for any problems that were caused because of this issue and we appreciate your patience.

We’re also adding some additional logging/alerting on the Emporia cloud to prevent this issue from happening in the future as well.

Be sure to hit us up with any questions if you have them! Thanks!

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