DRAFT CONTENT - DO NOT SHARE
In this chapter, we will look at common issues that can happen when charging and how to solve them quickly. Knowing what to check first will save time and frustration, and help you get back on the road.
This guidance is tailored for depot charging at your site. Some of these tips may also apply to public charging, but if you are using a public charging station, always follow the instructions and procedures provided by the charging operator.
If you are experiencing issues with your truck, start with the owner’s manual for model-specific instructions. Each truck may have its own troubleshooting procedure.
If the issue cannot be resolved, contact your Operations manager and the vehicle manufacturer (OEM) for support.
If your charging session does not start, follow these steps in order:
Check that the charger is powered on. If it is off, switch it on or ask your site manager to restore power.
Check cables and connections. Make sure they are secure and not damaged.
Unplug and plug the connector back in. Confirm that it is plugged in and locked in correctly.
Check your truck’s display. Some vehicle features may limit charging power, delay charging with a timer, or display error messages.
Check the charger manual or the 7Gen one-pager. If lights are showing on the charger, use the manual, or visit 7Gen Help Centre, to understand what they mean.
Note: You can consult 7Gen Help Centre for detailed instructions here: support.7Gen.com
If authorized by your site manager, power cycle the charger: Put the connector back in the charger holster, turn the charger breaker off, wait two to five minutes, then switch it back on. Plug the connector in the vehicle again to see if charging begins.
Note: Only reset a breaker if you are trained and authorized at your site. If you are unsure, do not attempt it and ask for help.
If none of these steps work, inform your site manager or contact 7Gen support. We can help you resolve the problem and get you back on the road.
To contact 7Gen Support
Have ready to share: Company name, Charger number or name (if several chargers on site)
Take pictures of the error message on the charger, truck and lights you can see.
Call 855-743-6938 or email support@7gen.com
You can also consult our 7Gen Help Centre here: support.7Gen.com
Our support team will contact you back to help you or your team troubleshoot the issue.
Start by checking the owner’s manual for model-specific instructions. Each truck may have different troubleshooting steps, and the manual gives you the correct process.
Inspect the cables and connections. Make sure they are secure and not damaged. Then unplug and plug the connector back in to confirm it is seated properly. Loose or misaligned connectors are one of the most common causes of charging issues.
1) Look at the truck’s display for error messages, charging limits, or delay timers. 2) Check the charger’s screen or indicator lights and use the charger manual (or the 7Gen Help Centre) to understand what they mean for your specific charger.
First, ask and review these steps with the site manager. Put the connector back in the charger holster, switch the charger breaker off, wait two to five minutes, then switch it back on. Plug the connector in again to see if charging begins.
If all those steps don’t work, contact 7Gen support.