1. Why is the CITA Dual Smart 22 kW charger not reaching its full charging capacity?

• For full 22 kW performance, the charger must be connected to a three-phase AC power supply and the electric vehicle must support 22 kW AC charging.
• If the output is limited to 7.4 kW or 11 kW, it is usually due to vehicle limitations, incomplete three-phase supply, active load balancing, or a charging cable rated for lower current, which causes the charger to safely limit power.

2. What does a solid or flashing red LED on the charger indicate?

• A red LED means the charger has detected a critical fault.
• This can be related to power grid conditions such as over-voltage, under-voltage, frequency issues, DC leakage, or internal overheating.
• Restart the charger by switching the incoming MCB OFF and then ON.
• If the red LED persists, connect the charger online and contact technical support.

3. Why does charging start and then stop almost immediately?

• This usually happens when charging conditions are not satisfied or when a control setting interrupts the session.
• Make sure scheduled charging is disabled both in the charger app and in the vehicle, confirm proper earthing and voltage levels, and restart the charger.
• If the issue continues, technical support should be contacted.

4. What should I do if the charger cannot connect to Wi-Fi or Ethernet?

• Check that the Wi-Fi signal is strong or the Ethernet cable is properly connected.
• If automatic IP (DHCP) fails, try configuring a static IP.
• Ensure that firewall settings allow charger communication.
• Restart both the router and the charger, then use AP Mode to reconfigure network settings.
• Contact technical support if connectivity is still not restored.

5. Why does the charging plug not lock into my vehicle?

• The connector locking pin may be stuck or misaligned.
• Inspect the connector for dust or debris and clean it if necessary.
• If the charger flashes red with a beep during the locking attempt, the locking mechanism may require service assistance.

6. What causes the Dual Smart 22 kW charger to reboot unexpectedly?

Unexpected restarts are commonly linked to unstable power supply, outdated firmware, or excessive internal temperature.

Ensure stable electrical input and updated firmware. If reboots continue, contact technical support.

7. Can the Dual Smart 22 kW charger work on a single-phase supply?

• No. A 22 kW charger requires a three-phase electrical supply.
• When connected to single-phase power, charging output is limited to approximately 7.4 kW.

8. What does a continuously blinking yellow LED mean?

• A blinking yellow LED indicates that the charger is waiting for correct vehicle connection.
• Check that the charging cable is fully inserted into the EV inlet.

9. Can users update the charger firmware on their own?

• No. Firmware updates are performed only by authorised technical personnel.
• Please contact technical support for any firmware update requests.

10. Is it normal for the charging cable to become warm during use?

• Mild warmth is normal.
• If the cable becomes too hot to touch, stop charging immediately.
• This may indicate cable damage or a cable not rated for 22 kW operation.

11. Why is my completed charging session missing in the mobile app?

• This usually occurs when the charger temporarily loses internet connectivity.
• Check your network and allow time for the session data to sync once the connection is restored.

12. What does the “Insulation Resistance Too Low” warning mean?

This warning appears during safety checks and usually indicates moisture ingress or insulation damage.

Charging should not continue until the charger is inspected.

13. Why do I hear a loud mechanical sound when charging begins?

• The sound comes from the internal relay engaging, which is normal.
• If the sound is unusually loud or happens repeatedly, the charger should be inspected.

14. Is it safe to use the Dual Smart 22 kW charger in rain or snow?

• Yes. The charger is designed for outdoor use when installed correctly with the appropriate IP rating.
• Ensure all cable entries are sealed and avoid standing water near the charger base.

15. Does direct sunlight affect charger performance?

• Extended exposure to direct sunlight can raise internal temperature.
• Installing the charger in a shaded or well-ventilated area is recommended.
• The charger will automatically reduce power if overheating occurs.

16. Why does charging begin a few seconds after plugging in?

• The charger performs multiple safety checks after plug-in, including vehicle detection, insulation testing, grounding verification, and relay activation.
• This process typically takes 5–15 seconds.

17. Why does the charger appear normal but deliver no charging power?

• This may be due to a faulty relay, current sensor issue, or a configuration that disables charging.
• Check the app or management portal to confirm charging is enabled. If the issue persists, contact technical support.

18. Can I charge my EV if the charger is offline?

• Yes. Basic charging works without internet access.
• However, cloud-based features such as logs, remote control, and monitoring will not be available.

19. Why does charging always stop after 30 minutes?

• A session time limit may be configured in the charger, installer settings, or backend system.
• Adjust the session duration if longer charging is required.

20. Why doesn’t charging start after scanning my RFID card?

• The RFID card may not be registered, the backend may be offline, or the card was not positioned correctly.
• Try again, use another card, and verify permissions in the app.

21. Why does charging stop suddenly with a loud click?

• The charger shut down for protection due to overheating, power surge, or a ground fault.
• Review charger logs or app alerts and have the system inspected if it repeats.

22. What should I check if the charger cannot authenticate with the OCPP server?

• Confirm the charger ID, server address, and port are correct and that the OCPP version matches the backend.
• Ensure stable internet connectivity and contact technical support if needed.

23. Does the Dual Smart 22 kW charger support load sharing with other chargers?

• Yes. Load balancing is supported with compatible firmware, CT sensors, correct wiring (such as master-slave configuration), and proper software setup.
• Your installer can confirm feasibility.

24. Why does charging power change during a session?

• Charging power is controlled by the EV.
• Based on battery condition, temperature, and charging stage, the vehicle adjusts how much power it requests.
• This behaviour is normal.

25. Why does my EV repeatedly connect and disconnect while charging?

• This can be caused by a loose connector, overheating at the plug, communication issues, or minor EV software glitches. Reseat the connector, try another cable, or test with a different EV.

26. How can access to the charger be restricted?

• Unauthorised use can be prevented through RFID authentication, mobile app control, or backend access rules.
• Your installer or system administrator can configure these settings.

27. Why does the charger show “ready” but not start charging?

• A solid green LED means the charger is ready.
• Charging may not begin if the EV battery is full, delayed charging is active, or the connector is not fully inserted.
• Reconnect the cable and check EV settings.

28. How can I verify proper three-phase power at the installation site?

• A qualified electrician can measure voltage between phases (L1-L2, L2-L3, L3-L1), which should be around 400 V. Some charger interfaces also display real-time phase current.

29. Why is charging happening on only one phase?

• This can occur if the EV supports only single-phase charging, the cable is single-phase rated, or there is a wiring or phase rotation issue.
• Verify EV capability and electrical connections.

30. Why doesn’t charging stop immediately when the connector is unplugged?

• Charging should stop as soon as the connector is removed.
• If it does not, the unit should be inspected by an authorised service provider.

31. Is periodic rebooting of the charger normal?

• No, unless a scheduled reboot is configured.
• Repeated resets may indicate firmware instability or internal safety triggers.
• Contact technical support.

32. Can the charging current be manually limited?

• Yes. Charging current can be limited via AP Mode settings.
• Any internal or hardware-level changes must be performed only by authorised personnel.

33. Why does OCPP registration sometimes fail?

• This may occur if the charger ID is already registered, the OCPP version is incompatible, or the authorisation mode is unsupported.
• Check with your charging network provider.

34. Can the charger be restarted remotely?

• Yes. The charger can be restarted through AP Mode. Avoid rebooting during an active charging session.

35. What should I do after changing my Wi-Fi network?

• Power-cycle the charger, enter AP Mode, and reconfigure the new Wi-Fi credentials.
• Contact technical support if connection issues continue.

36. Why does charging pause during heavy rain or high humidity?

• Moisture may enter the connector area in extreme conditions.
• For safety, charging may pause. Always ensure plugs and sockets are dry before use.

37. Is it normal for the connector to feel hot after charging?

• Light warmth is normal. Excessive heat may indicate worn pins, an underrated cable, or a loose connection. Stop charging and replace damaged components immediately.

38. Why is my EV taking longer than expected to charge?

• Charging time may increase if the EV limits power, the charger current is reduced, only one phase is active, or load balancing is enabled.
• Compare charger readings with the EV dashboard.

39. Can the charger be installed on TN-C or TT earthing systems?

• Yes. The charger supports TN-C, TN-S, and TT systems when installed with proper protection devices and in compliance with local regulations.
• To be sure, check if your charger supports this or has an open API. You can find this in your charger’s manual or by asking us.

40. Why does charging fail with only one specific EV model?

• Some EVs use different communication behaviour.
• A firmware update may improve compatibility.
• Test with another EV to confirm.

41. Why does the app show the charger as “In use” when it is idle?

• A previous session may not have ended properly or the backend may still reserve the charger.
• Restart the charger or clear the session from the management portal.

42. Is it safe to install the charger near metal fencing or structures?

• Yes, as long as nearby metal parts are properly grounded and installation avoids ground loops or signal interference.

43. Why does the charger restart shortly after charging starts?

• This may be due to firmware instability, internal power supply overload, or weak electrical connections. Contact technical support for investigation.

44. What should I do if I smell burning from the charger?

• This is serious and may indicate internal damage.
• Switch off power immediately and have the charger inspected before further use.

45. LED pattern: Red 3 s → Yellow 1 s → Red flashes twice → Yellow 1 s (repeating)

• This indicates an over-temperature fault.
• Allow the charger to cool, improve ventilation, and avoid charging in extreme heat.
• Contact support if the issue repeats.

46. LED pattern: Red 3 s → Yellow 1 s → Red flashes once → Yellow 1 s → Red flashes three times (repeating)

• This indicates overload, over-current, or DC leakage protection.
• Stop charging and check the EV before continuing.

47. LED pattern: Red 3 s → Yellow 1 s → Red flashes four times → Yellow 1 s → Red flashes twice (repeating)

• This indicates an over-voltage alarm.
• Power-cycle the charger for short spikes.
• For sustained issues, contact the utility provider or install a stabiliser.

48. LED pattern: Red 3 s → Yellow 1 s → Red flashes two or three times → Yellow 1 s → Red flashes three times (repeating)

• This indicates a grid frequency issue.
• Charging should resume only when grid conditions stabilise.

49. LED pattern: Red 3 s → Yellow 1 s → Red flashes five times → Yellow 1 s → Red flashes twice (repeating)

• This indicates CT phase loss.
• Check all three phases.
• If supply is correct, internal CT service may be required.

50. LED pattern: Red 3 s → Yellow 1 s → Red flashes five times → Yellow 1 s → Red flashes once (repeating)

• This indicates an energy meter fault.
• Inspect wiring first.
• Contact technical support if no external issue is found.

51. LED pattern: Red 3 s → Yellow 1 s → Red flashes three times → Yellow 1 s → Red flashes once (repeating)

• This indicates abnormal Control Pilot voltage.
• Inspect the cable and connector. Internal service may be required.

52. LED pattern: Red 3 s → Yellow 1 s → Red flashes three times → Yellow 1 s → Red flashes four times (repeating)

• This indicates a cable locking system fault.
• Check for debris around the lock area.
• Contact technical support if locking does not function correctly.