The steps in this guide are to only be carried out by electrically trained professionals

For a Location featuring one NexBlue Zen with one charge point, if the Zen loses connection to the cloud, the charge point can still be used if both devices are close enough to communicate via radio frequency (up to 50m open air or equivilent). If they cannot communicate, or the NexBlue Zen has been installed at a Location in which it is load balancing multiple charge points, an internet connection will be required for the Zen to be established.

Without an internet connection, the charge points cannot be aware of the available power that can be utilised safely. If the charge points are not aware of how much available power there is at the Location then they will not be able to be used and the customer will receive "Fallback waiting error" in the app.

The first thing the customer should attempt to do is reconnect the Zen to an internet connection, either via ethernet or via Wi-Fi as explained in this guide.

If connection is not possible, then a trained Electrical Professional should attend the site. The first thing that should be attempted is to reconnect the Zen to an internet connection, investigating any issues with the internet connection or firewall rules. If this has been completed, then NexBlue Technical Support team have been spoken to, and the NexBlue Zen has been confirmed to be at fault, this should be replaced.

If the charge points are required to be used during a time in which the Zen either isn't installed, or doesn't have a reliable internet connection, then follow the below steps to get the chargers working again.

How to enable charging at slower speed

The first step towards allowing the charge points to charge without the Zen is to slow them down. The speed of the charge points should be changed to a safe value which should be at the discretion of the Installer. It's important to emphasise that the charge points will still keep to their circuit fuse limits, however the total power that each circuit, plus non-EV loads, are using is not monitored without the Zen, therefore charging speed should be set for a worst case basis, assuming all other loads are at their likely maximum. This guide can be followed to show how to change the maximum power of a charge point

Once the charge points at the location have been downrated, you can temporarily turn off the function of the Zen. When the Zen is back online at a later date, follow these instructions in reverse to re-initiate it and uprate the chargers again to their previous speeds.

The first step is to navigate to the Operator page for the location

Once at the Operator page, the next stage is to change the Operator for the Location to "NexBlue" from "NexBlue Zen". When this is activated, the Zen will no longer be required for charging, however this means it's vital that the charge points would charge slow enough that there is a no risk of them being responsible for exceeding property limits, as explained above.