What does fallback waiting error mean?

If you have had a NexBlue Zen (our Load Balancer) installed at your site, then it was determined necessary by the Installer that your charge points would require load balancing. Load balancing ensures that the main incomer (i.e. your energy supply) does not exceed its rated limit. The load balancer is fitted with clamps or coils that are fitted around the cable(s) that supply energy to your house. By setting the load balancer to the limit of the property, the NexBlue system will ensure that the power used by the charge points will not exceed this limit, slowing charge points down where necessary.

If the connection between the NexBlue Zen and chargers at the Location is broken due to the NexBlue Zen losing internet connection, or not being able to commuciate via radio frequency for a Location with one charge point installed, the Zen must get back online in order for the charge points to be used.

How to resolve

In order to get the NexBlue Zen back online, either follow this guide to connect it to a local Wi-Fi connection, or alternatively connect an ethernet cable from your router into the charge point to establish a hard wired connection. It's vital to ensure the setting for "Network" will reflects the connection method used. If you can't get it to connect, try restarting your router and/or modem, or try an alternative port on the router if there's one available.

If you cannot resolve the situation and get the NexBlue Zen back online then contact the trained electrical professional who installed your charge point and ask them to consult the Installer focussed Knowledge Base article for next steps.