Sync EV Charger Troubleshooting | Smart Home Charge | Smart Home Charge

Sync EV Troubleshooting – common issues and solutions

26th May 2021 Kyle Roache


Having some issues with your Sync EV? Here are some simple solutions to try before contacting Sync EV.

Here at Smart Home Charge, our mission is to make car charging as simple and stress-free as possible and that extends to making sure you don’t have any problems with your brand new charger after installation. Unfortunately however, no product is perfect and there’s always the rare chance you might run into some issues with your Sync EV. To save you the call to Sync EV, we put together this handy guide which hopefully might solve any problems you might encounter.

 

Before we begin, we want to mention that the Sync EV unit displays statuses and technical issues using the led light which circulates the charging port. Each colour represents a different message which we will state below:

Solid Yellow: indicates that the Sync EV unit has power but is not connected to the Sync EV network

Flashing Yellow: indicates that a charging schedule has ended successfully and/or the vehicle is fully charged

Solid Blue: The Sync EV unit is receiving power and is connected to the Sync EV network (This should be the colour you see when a cable is not plugged into the unit).

Flashing Blue: This means that the Sync EV is connected to your vehicle with a cable and is awaiting further instructions.

Solid Green: The Sync EV is currently charging the plugged-in vehicle.

Pulsing Green: The Sync EV is in scheduled charging mode and is ready to charge the vehicle during the times set in the app.

Solid red: There's an internal fault. This means that there's a technical fault with either the unit or the connected vehicle

 

Try this first

Reset the Sync EV

Now I can probably guarantee you’re sick of hearing this, especially if you’ve had any IT issues recently but have you tried turning your Sync EV off and on again? A good old-reset is sometimes all a charger needs to resolve any connectivity or technical issues. The Sync EV doesn’t have any external switches so to reset the unit you’ll need to:

  1. Locate the circuit breaker that your charger has been connected to, this can either be found within your main consumer unit or installed as a separate switch.
  2. Once you have found the switch, pull it down to the off position for 10 seconds. This will allow any residual charge to drain away and the charger to power down completely.
  3. After waiting 10 seconds, push the switch back up to the “on” position and wait for the charger to power back on.
  4. If a successful connection has been established, the ring around the Sync EV will glow a solid blue colour and you’ll see a “ready” icon next to your charger on the app
Update the app

Most phones nowadays will automatically keep installed apps up to date unless specified but it’s always good practice to make sure that it is.

To do this you’ll first need to go into the app store on the iPhone or the Google Play on Android, go into your installed apps and you should see a list of which apps are up to date and which ones aren’t. If the Sync EV app is showing that there’s an update available then tap “update”.

 

Sync EV - Specific Issues

If resetting the unit or updating the app has not solved your issue, then try the following.

The Sync EV flashes blue when I plug my car into it

Unlike some chargers, the Sync EV doesn’t start charging as soon as you plug your vehicle into it. If your Sync EV is flashing blue that means it’s waiting for you to go onto your app and tell it what to do. You have two options if this happens, you can either go into your app and tell the Sync EV to charge your vehicle or you can set a charge schedule which we will go into detail with in the next question.

If you have tapped “start charging” then the ring around the Sync EV will glow solid green and you should see a charging indicator on your vehicle.

If you have decided to set a charge schedule then the light ring around Sync EV’s charging port will start pulsing green when a cable is plugged in.

I cannot see an option to set a charge schedule on the app

Unlike a lot of charging apps that have a dedicated option in the menu to set charge schedules, Sync EV does things differently. To set a charge schedule on the Sync EV you’ll need to:

  1. Open the Sync EV app on your mobile device
  2. Tap the charger you want to set a schedule for (Most people will only have one charger available).
  3. Tap the “cog” icon in the top right corner
  4. Tap the “advanced” icon
  5. Here you’ll see a “plug and charge” screen, this will display your current charge schedule if you have set one. To set or edit your current schedule, tap the “pen and paper” icon to the right of where it says plug and charge”.
  6. Tap the drop-down menu under mode and select “smart”. If you want your Sync EV to act as a “dumb charger” (meaning that the Sync EV will start charging your vehicle as soon as you plug a cable into it) then select basic.
  7. Tap the drop-down menu under off-peak start time and set the time that you want the Sync EV to start charging
  8. Do the same for under off-peak end time but select the time that you would like the Sync Ev to stop charging
  9. Tap save changes

Once done, the plug and charge section should now display your selected settings and the light indicator around the Sync EV’s charging port should start pulsing green when a cable is plugged in (unless you have plugged the cable in during your charge schedule, in which case the light indicator will start glowing solid green).

My car is not fully charged after a scheduled charge

When you set a charge schedule on the Sync EV app, the Sync EV will only charge during those hours and will cut off once the set charge window ends. If you want to charge your vehicle to a certain percentage you can set a target charge:

  1. Open the Sync EV app on your mobile device
  2. Tap the charger you want to set a target charge for (Most people will only have one charger available).
  3. Tap the “cog” icon in the top right corner
  4. Tap the “advanced” icon
  5. Tap the pen and paper icon to the right of where it says “plug and charge”.
  6. Under your charge schedule settings, you’ll see a tick box that says “set target charge” tap it to reveal the target charge settings.
  7. Enter the number of kWh that you would like your charge to reach before cutting off.
  8. Enter the time that you would like the target charge to be reached by.
  9. Once done, tap “save changes”

If done successfully, the Sync EV will charge to the set number of kWh by the set time instead of strictly sticking to the set charge schedule (Please note that if the Sync EV cannot reach the target charge by the set time then it will try to charge as close to the set number of kWh as possible before the set time ends). We must warn you that doing this will cause the Sync EV to potentially ignore your off-peak hours due to it prioritising your set target. Charges may cost more as a result.

 

I’ve plugged my car into the Sync EV and changed the charge schedule settings on my app but my vehicle still charged using my old settings.

If you plug your vehicle into a Sync EV with a charge schedule enabled, the Sync EV will charge using the last saved schedule before you plugged in. This means that if you plug your vehicle into the Sync EV before adjusting the charge schedule settings then the Sync EV will charge the vehicle using the previous schedule settings rather than your new settings.

To stop this from happening, you’ll need to unplug the charging cable from the Sync EV first before you save the new settings on the app. Once you've hit save and plugged the vehicle back into the Sync EV then the charger should start charging using your new settings.

 
The Sync EV is glowing solid yellow even after resetting

This means that the Sync EV unit is having problems connecting to the Sync EV network.

Unless specified, the Sync EV uses a mobile data connection to connect to the internet and will use EE, Vodafone or O2’s mobile network depending on which provider has the strongest connection in your area. If the Sync EV cannot connect to any of the providers above then you might be better opting for a Wi-Fi connection instead. To switch from mobile data to Wi-Fi, you’ll need to call Sync EV and they will switch your unit to Wi-Fi mode remotely.

If you decided to get your Sync EV installed with a Wi-Fi connection or you have already contacted Sync EV to switch your unit to Wi-fi and you are experiencing this problem, then your unit might be out of your WI-FI router’s range. To fix this you can either move your router closer to where your Sync EV is or you can get a WI-FI extender to place near your unit’s location. If neither of these work then your unit might be faulty and you’ll need to contact Sync EV regarding the issue.

 
The light indicator on my Sync EV is glowing solid red

When the Sync EV does this it could mean either the Sync EV has an internal fault or the vehicle it’s plugged into is faulty. Unfortunately, if this persists even after a reset then you’ll need to contact Sync EV.

 

Despite being set to “smart” mode, my Sync EV is still charging my vehicle at low power outside of my set charge schedule. The LED light around the charging port is also flashing green and blue.

If you find that your charger is doing this you can rest assured knowing that this is perfectly normal.

To conserve power, electric vehicles go into standby mode if no communication has been made between you and the vehicle for a while. This means that if your EV doesn’t detect any current, the onboard charger will go into standby mode and prevent any charge from being received. To stop this from happening, Sync EVs use pulse technology that sends a small current to your vehicle which keeps the onboard charger awake until it’s time to charge at full power at your set schedule time. When the lights on the Sync EV alternate between green and blue, it means that this feature is currently active.

The power going to your unit when this feature is active is very low so you won’t need to worry about it increasing your electricity bill.

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