Get to know your Andersen Quartz

If you have plugged your Andersen Quartz into your vehicle but you aren’t getting a charging response then first check your unit to see if any lights are showing.

If no lights are showing then that means the unit is not receiving power and you should check the following:

1. Go to your consumer unit and check if the fuse that your Andersen is connected to has tripped. If it has, flick it back to the ON position. If it trips again right after flicking it back on or you are finding that it trips again regularly after flicking it back on then please contact Andersen.

2. If there are still no lights on the unit even after checking that the fuse is on then please contact Andersen       

Finally, if none of the above are behind the issue, check the charger status in the app. If the status shows “NO CP” please contact Andersen.

There are a few reasons why this might be occurring with your Andersen Quartz. Firstly, check to see if your vehicle supports the max power output your Quartz is charging at (7.4kW ).

Most modern EVs will accept 7.4kW at the very least but some older electric cars, such as the first Nissan Leaf charge at a lower rate such as 6.6kW or even 3.6kW.

If your vehicle is limited to 6.6kW, for example, then this will be the max rate of charge even though the Andersen is capable of a higher output rate.

Effectively, the car dictates the charging rate.

If your car does support the max output your charger should be providing, but is still charging slowly, please contact Andersen.

If your WiFi is working for all of your other devices but not your Andersen Quartz, there could be a number of reasons for this.

Firstly, check the WiFi strength in the area where your charger is.

This is something that we ask you to check before installation but it’s a good idea to check the WiFi strength again if you’re experiencing issues, especially if you have moved your router after installation.

If you are finding the WiFi signal is weak or inconsistent in the area of your charger then the problem could be caused by interruptions to your WiFi signal.

Most WiFi signals transmit using a 2.5ghz signal which is the same signal frequency as a lot of other household appliances such as wireless home telephones and microwaves.

If you have any devices like this near your Andersen then we advise moving them if you can as they can create disruptions to the connection between the charger and your WiFi router.

If you have done the above but you are still finding your Andersen is struggling to maintain a stable signal then you might need to move your router closer to where the charger is located.

If this is not an option then you can also buy a WiFi range extender which could provide your Andersen Quartz with the signal strength needed to operate consistently.

If you are finding that none of the advice on this page is working for you then please visit www.andersen-ev.com/contact/ and enter your details as well as the issue you are expiereincing onto the form. Andersen will then contact you via email or telephone.

Customers should receive their Andersen Quartz charger before installation day (if ordered via Smart Home Charge).

It’s good to check the contents inside the box to make sure there isn’t any damage and to check the correct product has been sent.

Before installation, customers should download the Andersen app from the smartphone app store.

Click the links below to download the Andersen EV App:

• Download the Andersen EV app for iOS (Apple iPhone and iPad)

• Download the Andersen EV app for Android (Google, Samsung phones etc)

1. Open the app on your smartphone

2. Sign in

   • If the customer bought the Andersen Quartz directly from Andersen then they will already have an account. Sign in with those details.

   • If the customer bought the Andersen Quartz and installation from Smart Home Charge, you will need to first register an account for them. Click “Sign up now” and follow the on-screen instructions.

   • Sign in.

3. To complete the rest of the setup process, the Andersen Quartz unit will need to be installed first.

1. Once the Andersen is main powered on (and it has been tested), completion of the app setup can commence. There should be a green standby light on the front of the Andersen.

   • Locate the setup button on the back left of the unit and hold it down for 3-6 seconds. It is now in WiFi pairing mode ready to connect to the Andersen EV app on the customer's phone.

   • Select the “Setting” cog icon on the Andersen app.

   • Select “Add Charge Point”

   • Check and follow the on-screen hints and select Continue.

   • Eventually the app will ask you to connect to the Andersen’s WiFi connection.

   • At this point you will need to enter the WiFi menu on the customer's phone’s settings. Exit the app and select WiFi in the mobile phone settings.

   • In the WiFi menu, you should see a network option called “Andersen”. Select this.

   • Once connected you can return to the Andersen app.

   • Select the customer's home WiFi connection and click Continue

   • Enter the WiFi password for the customer's home WiFi.

2. Once successfully connected the app should ask you to an enter your Andersen pin number.

3. Next, the customer can add a name for their Andersen Quartz charge point. Click Continue.

4. The Andersen Quartz and Andersen EV app should now be connected and ready to use.

PS. If you do not have your Andersen pin number, you'll need to contact Andersen on: 01234 916125