1. The charger does not power 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. Why can’t I connect to the charger in the app?

• 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. Scheduled charging is not working properly — why?

• 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. Why is my charging session missing from history?

• 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 11 Pro (11 kW) charger only giving 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 charging connector is not locking into my EV — what should I do?

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 11 Pro?

• 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. Why does charging stop randomly during a session?

• 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 do I update firmware on the CITA 11 Pro?

• 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 feels very hot while charging — is that normal?

• 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 I set a timer — 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 charging isn’t happening — what does that mean?

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. The charger shows “Ground Fault Detected.” What should I do?

• 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. Why does the charger restart or disconnect mid-charge?

• 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 charger is not reaching full capacity — 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 stopped working — 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. Does the CITA 11 Pro work without internet?

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

18. My charger makes loud clicking sounds — is this normal?

• 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?

• 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.
• Contact technical support if it remains disconnected.

20. Can the CITA 11 Pro be used on single-phase power?

• 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 is online, but the app shows it offline — why?

• 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 cause 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 from the charger — is that normal?

• 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 11 Pro?

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

25. My charging cable feels warm — should I worry?

• 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 11 Pro be installed indoors (garage)?

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

29. Does the CITA 11 Pro 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 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?

• 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 ~7 kW on an 11 kW charger?

• 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 track or use solar energy with the CITA 11 Pro?

• 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 at 100%?

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

35. The firmware update failed — what should I do?

• 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 now?

• 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 finding my CITA 11 Pro 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 schedule isn’t following 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 ON and ready.

• 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 after the app updated — what do I do?

• 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 logs — what does it mean?

• 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 should I do?

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

43. The charger forgets Wi-Fi after every restart — why?

• 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/re-pair RFID cards after the update completes.

45. The LED is stuck solid red — what does it 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 when 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 — why?

• 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 charge.

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

50. The LED stays solid yellow — what does it mean?

• 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 it indicate?

• This often points to an incoming power problem (voltage fluctuation/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 that 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 do I do a factory reset on the CITA 11 Pro?

• 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 starting charging — what should I check?

• 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 11 Pro 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 is slower than expected — what should I check?

• 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 cause 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 I use the CITA 11 Pro on 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 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 charging?

• 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 not charging?

• 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 I improve it?

• 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 flashing yellow LED mean?

• 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 cable feels warm — is that normal?

• 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 11 Pro?

• 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 on its own — why?

• 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 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.