Introduction

The rise of electric vehicles (EV) represents a crucial step in the transition towards more sustainable modes of transportation. To support this transition, the charging infrastructure plays an essential role.

A good charging experience relies on the reliability and availability of chargers. In France, the average availability rate of a charging point is between 70% and 80%.

This means that, on average, 20% to 30% of charging points are out of service at any given time. At DejaBlue, our mission is to guarantee a simple and reliable charging experience for all users. Therefore, it is crucial that charging stations are operational 100% of the time.

This article explores the various issues that can render a charger non-functional, leading to poor user experiences.


1. Connectivity issues with charging stations

Charging stations require a stable internet connection to control user access, authorize financial transactions (paid charging), and transmit essential data for real-time management of charging sessions.

Chargers are connected via LAN (ethernet), WiFi, or cellular (4G/5G). When a charger loses its internet connection, it can no longer function correctly and will not allow vehicles to charge.

Communication interruptions can be caused by:
 

• Telecom or cellular network infrastructure issues

• Weak signal or electromagnetic interferences

• Hardware problems with routers or switches

At DejaBlue, we are committed to optimizing the installation of your chargers from the first step. Before deployment, we carefully examine the configuration of your parking area and connectivity aspects to prevent any potential issues. We then evaluate the best options and propose the most suitable solution for your situation. If we detect a connectivity issue after installation, we proactively intervene to resolve it, for instance, by installing additional WiFi repeaters.

Moreover, with our DejaBlue supervision software, you benefit from maximum visibility of the chargers at all times. Through our database, we continuously monitor performance and quickly address any detected issues.


2. Firmware versions of charging stations

Chargers are equipped with a firmware, an essential internal software for their operation. This firmware must be updated regularly to prevent and correct potential communication errors. Without these updates, there is a risk that the chargers will encounter communication issues via the OCPP (Open Charge Point Protocol) or become obsolete due to the lack of regular updates.

To address this, we perform regular automatic remote updates, ensuring that the chargers' firmware is always up to date and they operate optimally.


3. Overcurrent charging problems

When a large number of vehicles charge simultaneously, it can lead to an overload of the electrical system as the power demand exceeds the capacity of the local electrical system. This can cause power outages by exceeding the capacity of circuit breakers or the electrical subscription, leaving vehicles unable to charge.

Load balancing is one of the solutions we offer to our clients to solve this problem. This advanced load management system intelligently distributes the available energy among the different chargers based on demand and installation capacity: an effective remedy to potential overloads.

This solution is compatible with all charger brands, making the charging experience smooth and worry-free for users.


4. Hardware issues requiring technical maintenance

Chargers can face various hardware-related issues, such as electronic component failures, connector malfunctions, or manufacturing defects. These malfunctions require immediate technical maintenance to avoid long operational interruptions.

With an integrated predictive maintenance and alert system, we monitor the state of the chargers in real-time and detect anomalies before they cause failures. We then schedule targeted maintenance interventions.

When a failure occurs, our technical service is instantly informed, ensuring greater responsiveness. DejaBlue partners with the leading charger manufacturers, allowing access to a privileged support service to quickly resolve hardware issues.


5. User Issues

User satisfaction relies on their overall charging experience. However, some problems can stem from incorrect use of the service. For example:
 

• Incorrect insertion of the cable into the charger or vehicle

• Use of an unregistered or invalid charging card for the charger management system

• Incorrect selection of payment options

  • Payment declined by the bank due to insufficient funds

  • Payment declined by the online payment manager due to suspected fraud (3D Secure)

Our charging application is designed to be intuitive and easy to use, simplifying access to our responsive support service. In case of user-related issues, we provide visibility and solutions to quickly resolve the situation.

Finally, if a persistent problem occurs, our chatbot Blue, our online help, and our technical support are available to provide quick solutions. For more information about DejaBlue support, you can click here.