1. My CITA Dual Smart 11 kW charger won’t turn ON — what should I check first?

• Confirm the main breaker is ON and power is reaching the charger.
• Check if the RCD or fuse has tripped
• If supply is available but the charger stays OFF, contact a qualified electrician or technical support.

2. The app isn’t connecting to my CITA Dual Smart 11 kW charger — what can I do?

• Check that Wi-Fi is working and the charger is within range (or Ethernet is connected).
• Close and reopen the app, then try again.
• Also check whether the app or charger firmware requires an update.

3. My charging schedule isn’t following the timer — what’s going wrong?

• Schedules may conflict if both the EV and the charger have timers enabled.
• Disable one schedule and keep only one active.
• Verify the charger time zone and AM/PM settings.
• If it still fails, a firmware update may be required.

4. My past charging session isn’t visible in the app history — why?

• Session history is recorded only when the charger is online.
• If the charger was offline during charging, the session may not be stored.
• Reconnect the charger to the network and refresh/sync the app.

5. Why is my CITA Dual Smart 11 kW charger giving only 3.7 kW or 7.4 kW?

• Full 11 kW needs a 3-phase (400 V) supply and an EV that supports 11 kW AC charging.
• If the charger is connected on single-phase, it will typically be limited to 3.7 kW (16 A) or 7.4 kW (32 A) depending on wiring and current settings.
• Ask a qualified electrician to verify the supply type and connection.

6. The connector won’t lock into my vehicle — what should I try?

Insert the connector straight and push fully into the vehicle inlet.

Check for dust or debris in the plug or inlet and clean gently.

Restart the charger and try again.

If it still will not lock, the internal lock mechanism may need service — contact technical support.

7. What does a blinking red LED mean on the CITA Dual Smart 11 kW charger?

• A blinking red LED indicates a fault (for example overcurrent, overheating, earth leakage, or an internal error).
• Power-cycle the charger by switching the breaker OFF and ON.
• If the red blinking continues, contact technical support.

8. Charging stops randomly — what usually causes this?

• This can happen due to a loose connection, thermal protection, or the EV pausing/ending the session.
• Re-seat the connector firmly, ensure the charger area has good ventilation, and check EV charging settings.

9. How can firmware be updated on the CITA Dual Smart 11 kW charger?

• Users cannot update firmware themselves.
• Firmware updates are performed only by company-authorised technical personnel.
• Keep the charger connected to the internet and contact technical support to request an update.

10. The charger becomes very hot while charging — is this expected?

• The charger should be installed in a well-ventilated area and not enclosed.
• Avoid direct sunlight where possible.
• If overheating continues even with proper installation, internal components may need inspection — contact support.

11. Charging starts immediately even though a timer is set — why?

• Check if “instant charge” or “plug-and-charge” is enabled.
• Confirm your scheduled time is saved correctly.
• Also check whether the EV’s own schedule is overriding the charger schedule.

12. The LED is green but the car is not charging — what does that indicate?

Green usually means the charger is ready.

Charging may not start if the EV is full, delayed charging is active, or the vehicle is in standby.

Check the EV dashboard and charging menu for the exact reason.

13. I’m seeing “Ground Fault Detected” — what should I do next?

• This indicates an unsafe earthing/ground condition, often from wiring or grounding issues.
• Stop using the charger and have a qualified electrician inspect the installation immediately.

14. The charger restarts or drops out during charging — what’s the reason?

• Unstable power supply or voltage fluctuations can trigger restarts.
• Surge protection or a voltage stabiliser may help.
• If it repeats, connect the charger online and contact technical support.

15. My CITA Dual Smart 11 kW charger isn’t reaching full output — why?

• Confirm your EV supports 11 kW (3-phase) AC charging. Many EVs accept only single-phase and will draw less. Also ensure your cable, breaker, and supply support the required load.

16. My RFID card isn’t working anymore — what should I do?

• Hold the RFID card close to the reader symbol until you get a response.
• If access is denied, re-register the card in the app.
• Replace the card if damaged. Contact technical support if the issue continues.

17. Can the CITA Dual Smart 11 kW charger still charge without internet?

• Yes. Basic charging can work offline.
• Internet is needed for remote features, session history, firmware updates, and backend/OCPP monitoring.

18. The charger makes loud clicks — is that a fault?

• Occasional clicks during start/stop are normal (relay operation).
• Repeated clicking with no charging may indicate a fault or worn relay — contact technical support.

19. OCPP status shows “Disconnected” — what should I check first?

• Ensure Wi-Fi/Ethernet is stable.
• Restart the router and the charger.
• If a firewall is used, allow the required server/ports and ensure the charger is not blocked.

20. Can the CITA Dual Smart 11 kW charger run on single-phase supply?

• Yes, but output will be reduced.
• On single-phase, you will typically see around 3.7 kW or 7.4 kW depending on wiring and current settings.
• Full 11 kW requires 3-phase supply and a compatible EV.

21. The charger shows online, but the app says it’s offline — why does this happen?

• This is usually an app sync issue.
• Log out and log back in, refresh status, or reinstall the app.
• If it continues, contact support to check the backend connectivity.

22. The charger resets shortly after charging starts — what could be causing this?

• Frequent resets can occur from voltage drops, an undersized breaker, or internal protection triggers.
• Check breaker rating and supply stability. Testing with another EV can help rule out an EV-side issue.

23. I hear beeping sounds from the charger — is this normal behaviour?

• Single beeps during actions (RFID scan/start/stop) are normal.
• Continuous or repeated beeping usually indicates a fault — check LED status and app notifications for error details.

24. Can I use an extension cord with the CITA Dual Smart 11 kW charger?

• No. Extension cords are unsafe for high-power charging. The charger must be hardwired to a dedicated circuit by a qualified installer.

25. The charging cable feels warm — should I be concerned?

• Slight warmth is normal.
• If the cable becomes very hot, discolours, or feels soft, stop charging immediately.
• This may indicate a loose connection or cable damage.

26. Why does the charger sometimes reject my RFID card?

• This can happen if the card is damaged, moved too quickly, or held too far from the reader. Hold it steady and close to the reader.
• If it repeats, re-register the card in the app.

27. The connector won’t release from the car — what should I do?

• Stop the session first. Some vehicles unlock with a short delay.
• Press the vehicle unlock button a few times or use the EV’s manual release if available.
• If needed, power-cycle the charger once and try again.

28. Can the CITA Dual Smart 11 kW charger be installed indoors, such as in a garage?

• Yes. Indoor installation is recommended when possible.
• Ensure clearance around the unit for airflow and ventilation.

29. Does the CITA Dual Smart 11 kW support load balancing with other chargers?

• Yes, when configured correctly. Load balancing requires CT sensors, correct wiring/setup, and proper configuration (and sometimes grid coordination).
• Your installer or support team can assist.

30. How long does it usually take to charge using an 11 kW charger?

• Charging time depends on battery capacity and EV limits.
• A rough estimate: Time (hours) = Battery (kWh) ÷ 11. Example: 66 kWh ≈ 6 hours from empty to full (actual time varies).

31. Can I manually change the charging current on the charger?

• Yes, current can be adjusted, but it must be done by the installer or authorised support team to ensure safe operation and compliance.

32. Why is my EV drawing only around 7 kW even though the charger is rated 11 kW?

• Most likely the EV is limited to single-phase AC charging.
• The charger can provide more, but the vehicle decides how much to draw.
• Check your EV’s AC charging specification.

33. Can I integrate solar energy or track solar usage with this charger?

• Solar features require compatible solar-ready configuration with CT meters or smart energy integration.
• Availability depends on the model and setup.

34. Does charging stop automatically once the EV reaches 100%?

• Yes. The EV signals the charger to stop when full.
• The charger then returns to ready/standby indication (often steady green).

35. A firmware update failed — what should I do now?

• Firmware updates are handled only by authorised personnel.
• Contact technical support and keep the charger connected to the internet.

36. The charger is stuck on “Updating Firmware” — what should I do?

• Wait 10–15 minutes.
• If there is no progress, power-cycle the charger once only.
• Do not repeat restarts.
• Contact technical support to complete the update safely.

37. Why is the mobile app not detecting my CITA Dual Smart 11 kW charger?

• Ensure the charger and phone are online.
• Power-cycle the charger to enable AP mode if required, then scan again in the app.
• If it still cannot be detected, contact technical support.

38. The charging schedule is not following the app settings — what should I check?

• Disable one schedule if both EV and charger schedules are active.
• Confirm the app time zone is correct and the app is updated.

39. The app shows “offline” but the charger is powered ON — why?

• The charger may be operating locally but disconnected from the cloud.
• Restart the router and charger.
• If your network has firewall rules, ensure the charger is allowed (MAC/ports).

40. I lost access to the charger after an app update — how can I fix this?

• Re-pair the charger using the QR code or re-add it in the app.
• In shared setups, ask the administrator to re-invite or re-assign your account.

41. I see repeated OCPP errors in the logs — what does this indicate?

• It indicates communication problems with the CPMS/OCPP server.
• Check network stability and firmware/OCPP compatibility (e.g., 1.6 or 2.0.1).
• Contact technical support if it continues.

42. The display shows “Software Fault” — what action is required?

• Connect the charger online and contact technical support for diagnostics and recovery.

43. The charger forgets Wi-Fi settings after every restart — why is this happening?

• This may be a firmware issue preventing credential storage.
• Keep the charger online and contact technical support.

44. Why were RFID permissions removed after a firmware update?

• Some updates reset local settings.
• Re-add or re-pair RFID cards after the update completes.

45. The LED is solid red and won’t change — what does this mean?

• This indicates a serious internal fault. Do not use the charger.
• Switch OFF power at the breaker and contact technical support immediately.

46. The breaker trips as soon as I plug in the EV — what should I check?

• This can indicate a ground fault or internal short.
• Ensure correct RCD type (commonly Type A for EV charging) and proper earthing. Have an electrician inspect the installation.

47. The charger keeps rebooting every few minutes — what’s the reason?

• Possible causes include low voltage, grounding problems, or software crashes. Check supply stability.
• If the grid is stable and the issue persists, contact technical support.

48. I hear the relay click, but the EV does not start charging — why?

• The charger is attempting to start but something is blocking power delivery (relay issue or EV communication issue).
• Contact technical support for inspection.

49. Charging starts and stops every few seconds — what does that indicate?

• Often a handshake or communication problem.
• Inspect the cable and vehicle inlet for damage and ensure a firm connection.
• If external issues are ruled out, contact technical support.

50. The LED remains solid yellow — what does that indicate?

• This may indicate an internal issue or an external electrical fault, commonly grounding-related.
• Verify earthing and supply connections. Contact support if it remains.

51. The red LED blinks rapidly — what does this usually point to?

• This often points to an incoming power problem (voltage fluctuation or phase imbalance).
• If on 3-phase, verify all phases are present and balanced.
• An electrician should test phase-to-phase, neutral, and ground.

52. The charger feels warm even when idle — is this normal?

• A small amount of warmth is normal.
• If it becomes very hot while idle, it may indicate abnormal internal power draw. Connect online and contact support.

53. How can I perform a factory reset on the CITA Dual Smart 11 kW charger?

• Use AP mode: power-cycle the charger, connect in AP mode, then select factory reset.

• Note: this clears Wi-Fi settings, RFID cards, and charging history.

54. There is no relay click when charging starts — what should I check first?

• First confirm the EV is requesting charge.
• Watch LED state changes during startup.
• If LED changes but no relay click is heard, the internal relay may be faulty — contact support.

55. My CITA Dual Smart 11 kW works with some EVs but not others — why?

• Some EVs may not fully follow IEC 61851 communication behavior, causing handshake issues.
• Often this can be improved through firmware updates.
• Share the EV make/model with support and keep the charger online.

56. Charging speed is slower than expected — what should I verify?

• Charging speed may be limited by the EV’s onboard charger, single-phase supply, or active load balancing.
• Confirm these points and contact support if needed.

57. The charger restarts when it rains — what could be causing this?

• This suggests moisture ingress (damaged seal, cable gland issue, enclosure damage). Inspect the enclosure, cable entry, and seals.
• Resealing or replacement may be required.

58. Can the CITA Dual Smart 11 kW be used with generator power?

• Not recommended.
• Generator output can have unstable voltage, harmonics, and grounding issues that may cause faults or unreliable charging.

59. What does a red LED generally indicate on the charger?

• A red LED generally indicates a fault or failed self-check.
• Check the app/manual for the fault detail, try a reset, and contact support if it persists.

60. The charger doesn’t stop charging even after the EV reaches 100% — what should I do?

• Normally the EV commands the stop.
• If it continues, check the EV’s state of charge reporting and settings.
• A control-pilot or firmware issue may be involved. Contact support if repeated.

61. Can firmware updates be scheduled during off-peak hours?

• Yes. Updates can be scheduled to avoid interrupting charging.
• Scheduling depends on system configuration and is managed via the platform by authorised personnel.

62. Can nearby equipment interfere with charger operation?

• Yes. Strong electromagnetic sources (welders, motors, inverters) can affect communication.
• Ensure proper grounding and keep the charger away from heavy EMI sources; shield cables if required.

63. Why does the charger consume power when no vehicle is connected?

• Standby power use is normal for communication and readiness (typically a few watts).
• If consumption seems unusually high, contact support for evaluation.

64. The charger keeps disconnecting from Wi-Fi — how can this be improved?

• Improve signal strength, reduce interference, and review router settings.
• In some cases, assigning a static IP can help if DHCP is unstable.

65. The LED is solid green but charging does not start — why?

• Solid green indicates the charger is ready.
• Charging may not begin if the EV is full, a schedule is active, or the vehicle is not requesting power.
• Check EV dashboard and cable seating.

66. What does a flashing yellow LED indicate?

• Flashing yellow typically means the connector is inserted and the charger is in preparation mode.
• Start the session using the app or RFID card.

67. I hear relay clicks but charging doesn’t begin — what should I do?

• The charger is trying to start but power delivery is blocked (possible connector pin/signal issue or internal sensing fault).
• Contact technical support.

68. The charging cable feels warm — is that acceptable?

• Mild warmth can be normal.
• If it becomes hot to touch, stop charging and check for bent pins, loose connectors, or undersized cable.

69. What is the operating voltage range of the CITA Dual Smart 11 kW charger?

• The charger typically operates around 400 V ± 10% (approximately 360–440 V), depending on site conditions and configuration.

70. The charger stopped working after a lightning storm — what should I do?

• A surge may have damaged components.
• Perform a safe restart via the main breaker and check LED/app status.
• If it does not recover, contact technical support for inspection.

71. Why does the charger reboot when a car is plugged in?

• First rule out EV or cable issues by testing another car or cable.
• If it still reboots, contact technical support for charger-side diagnostics.

72. Can very high ambient temperature stop charging?

• Yes. The charger can reduce power or pause to protect itself in high heat. Use shading and ensure good airflow.

73. The charger draws current even when no EV is connected — is this safe?

• This may indicate a relay fault or internal short and is a safety concern.
• Switch OFF the breaker immediately and arrange professional inspection.

74. The charger keeps resetting Wi-Fi settings — what’s the reason?

• This is commonly firmware-related.
• Keep the charger online and contact technical support so the issue can be resolved.

75. The charger won’t stop unless I unplug it manually — what should I do?

• If charging started via app or RFID, it must be stopped the same way.
• If stop authentication is not accepted, it indicates a control/authentication issue — contact technical support.