Indra Smart Pro offline for a few days?

Mine seems to be OK. Is your Indra communicating? Is there a purple flashing light on the Indra logo? 

It was a white flashing light. I've switched it off at the fuse box again and going to reset my router. There was a purple flashing light a couple of days ago but hasn't been for a while. 

Flashing white when the vehicle is plugged in? I just looked it up and this means 

Constantly flashing white. Even when not plugged in. I can't get through to Indra to speak to someone. Both my wife and I have requested call backs that haven't happened. And now the line is ringing dead.

Thanks for replying.

Quick Reference Summary

• Solid White (Top LED) – Ready in smart mode
• Flashing White (Top LED) – Getting online, prepping for smart charging
• Solid Blue – Boost (immediate charge)
• Solid Yellow – Using solar power
• Flashing Blue – Updating firmware
• Solid/Flashing Red – Fault—restart, then contact support if needed
• Solid Purple – Booting up
• Flashing Purple – Connection issue (see flash count)
• Panel LEDs Off – No car connected
• Panel LEDs Solid – Car connected, idle
• Panel LEDs Flashing White – Car connected, waiting to charge (scheduled delay)

The primary LED flashing white means the charger is online, connected to the internet, and is either finishing setup or syncing data before it can charge smartly.

The panel LEDs flashing white indicate that your vehicle is connected but charging is delayed, possibly due to a schedule or the car itself not drawing power.

My Indra charger has become unreliable. It sometimes crashes with just one secondary Led lit. Car disconnection and power cycling usually gets it back on line. But this all takes time. This morning need car@ 100%  - crashed (no lights) at 01:27, and now not online but on offline expensive boost mode. How do we get these intermittent problems solved? 

Hey ​@Pmac295,

It’s great to hear your issues are now resolved. I’ve added an EV badge to your account so that other community members with the same green tech can identify you 🙂
 

​​​​​@tony1tf I’m sorry to hear you’re having issues. There are some troubleshooting steps in the following topic which might be helpful:
 

Find all our troubleshooting tips below:

If experiencing an issue when charging multiple vehicles:

Once you’ve charged one vehicle, unplug it and wait for 15 minutes to allow the optimiser to reset. After that, you can plug in your other vehicle, set your “ready by” time, and the app will take care of the rest.

If experiencing an issue when charging a single vehicle:

If, after 20 minutes, your EV doesn’t charge when it’s plugged in, we’ll assume the EV is fully charged and remove schedules from the charger.

If the app initially shows schedules when the EV is plugged in but then stops displaying them after the EV stops charging, please:

• Check for any settings in the EV that could restrict charging.
• Unplug the EV for 15 minutes, then plug it in again to reset the charging schedules.

Still experiencing issues migrating to the new app or charging in the new app?  Try these troubleshooting steps:

• Make sure that your charger is now linked and showing within the Indra mobile app - you can download the app from Google Play / App Store
• Make sure your charger is online. If the LED status is solid white, the charger is online and connected to the charging platform (the Indra app will also confirm this). If it’s offline, the charger will be flashing purple (the Indra app should also confirm when the charger is offline). When the charger is offline, smart charging/charging via schedule won’t work. We recommend turning your charger off for 30 mins for a full reset. If this doesn't work, you'll need to contact Indra support.
• Make sure there are no schedules set in your vehicle, your vehicle app or the Indra app.
• Unplug for 15 minutes to let our smart charging optimiser reset.
• Make sure your charger is unlocked - the settings section of the Indra app gives you the option to lock or unlock your charger.
• Make sure the vehicle is in a state ready to accept charge before plugging in - you can ‘wake up’ an EV by unlocking, opening and closing a door, then locking again prior to plug in.
• Plug in, set a new ready by time and let the Charge Anytime app do the rest.

​​​​​

We’re here if you need us

If you’re still having issues, you can call Indra on 01684 770 631 or email support@indra.co.uk.

If you’re having issues with Charge Anytime, you can email us on chargeanytime@ovo.com or call 0330 175 9678 and select option 2 (Monday to Friday, 9am to 5pm).

Replying to:

https://forum.ovoenergy.com/electric%2Dvehicles%2D166/important%2Dnews%2Dfor%2Dindra%2Dcharger%2Downers%2Dit%2Ds%2Dtime%2Dto%2Dset%2Dup%2Dyour%2Dnew%2Dindra%2Dapp%2D19422?tid=19422&fid=166

I can assure you that none of this helps - when the charger crashes, it really does go off-line, with a strange LED state showing, or nothing at all. OVO Charge Anytime app will show the time of the last update as when it crashed hours before. All I can do is to check up on charging if I have managed to stay up after midnight, or have got up early. If it’s crashed, then recycling the power and waiting is the only (and annoying) option available. All this has happened since the app was updated to deal with solar panels which I have had for over a decade. It was fine before the updates earlier this year. At the moment it isn’t fit for purpose.

​@tony1tf this is really frustrating 😔. Have you reported this to Indra? If so, could you let us know what they’ve told you?

I can see that ​@Pmac295 managed to get a resolution eventually, although sounds like they had a tough time actually getting some support from Indra….

Hi ​@Ben_OVO 

Yes - I have a ticket with Indra, but the last but one reply was that they can see the charger is on-line, so is the problem resolved? My reply was, “no, if you havn’t made any changes.” They are still talking to me, but only asking for the same info I have already told them. Unless they can load some new firmware, I won’t regain confidence in the charger till it has been faultless for a few weeks.

Tony

Thanks ​@tony1tf for keeping us posted. I hope Indra can sort this out for you ASAP.

Hi ​@Ben_OVO 

Indra can’t send me complete log files (presumably for security reasons), but they can create graphs from the telemetry which they have sent me and which shows when the charger went off-line. There’s a lot of detail of the many states of the charger, designated by a coloured band:  Charge, Idle, Boost, Delay, Export, Calibrate, Unknown,  and it seems to have crashed from both Idle and Charge.

I’m not attaching the telemetry graph because it is perhaps propriety information.

They have asked me to continue monitoring and report the LED state if it goes off-line again.

Apparently, we have the latest firmware, so there is nothing more they can do but send someone to look at the charger if it happens again.

Tony

Hey ​@tony1tf 

Thanks for coming back with that update although it’s a shame they couldn’t force a fix. Do keep us updated with how you get on.

I had an issue with my charger going offline constantly. Mine is WiFi connected. I spoke to Indra lots of times who flashed a new firmware who said it improved connectivity but it didn’t. 
 

so I took it upon myself to look at it. And I fixed it. 
 

if you have an Indra on WiFi connection disable 5ghz connection on the router if your 5ghz uses the same SSID.  It confuses the charger. since doing it mine stays online now 

Hi Bobby

Thanks for the suggestion, but I have never been able to find the charger on the router, so I guess it must be using cellular.

Tony

sounds like it.  I am in the procress of converting mine to Ethernet, solves the problem

FYI, I had lots of disconnection issues with my Indra charger, which was initially  installed with a 4g dongle.

These were eventually ( rather reluctantly, I thought) solved by changing it over to ethernet by Indra. Since then, it's been very reliable.

So hopefully you'll have a better experience too once you've done the conversion.

I’m having the same problem as everyone else on here, not online and purple led flashing up to 5 times.

I’ve called Indra Support many times but cannot wait forever , asked for call back ( does not happen)and e-mailed them, I do have a Ticket No but not had a response.

It having worked OK for almost a year it now is having problems connecting to the internet and is saying its Off Line.

I have done everything suggested in online forums i.e.

Reboot via RCD a number of times.

Checked my router, turned off then reboot, all OK my router does not have a WPS button. eero 6 Mesh router, also tried a TP link that I had kept stored away.

Even tried router in Legacy mode as someone suggested but no joy.

Speed check at the charger is over 50mb.

Purple lights flashing once then Purple lights flashing 5 times

Went from flashing purple to flashing white once for all day yesterday 13/10 then to purple this morning. 14/10

After a further reboot today its gone from purple to flashing white once again 14/10.

Cannot do Ethernet connection as it is sited too far from router and why should I have to with a modern SMART CHARGER.

Beginning to think that with so many of us having problems a load of duff chargers went through OVO, mine was built in 2023. 

Perhaps in the UK Trading Standards should be involved as these SMART chargers are not fit for purpose.

Anyone with any further help suggestions would be much appreciated.

Hi ​@louix31 ,

I’ve just spoken to Indra - the call queues seem to be pretty short right now if you wanted to try it again.

You have a 4G unit for which the dongle has stopped working - please get in touch with Indra and they will arrange to fix this by moving you over to Wi-Fi or Ethernet. It seems you weren’t told this upfront, for which Indra apologises. Just so you know, Ethernet cables can go up to (and sometimes beyond!) 100m so unless your house is gigantic, it’s more viable than you might think.

The root cause is basically upstream changes by networks like O2 turning off 2G/3G services, which appears to be knocking out the dongles Indra was using.

If you have a ticket number, please provide it to me and I’ll get my contacts at Indra to call you. I don’t need your contact info so please don’t share that with me! Just the ticket number is enough for my contact to locate your details. :)

If you don’t have a ticket number, give Indra a call on 01684 770631 Option 1 ASAP as they’re expecting you.

HI Blastoise186, thanks for response.

My Ticket Number is 66750 for this problem

I would prefer to use Wi-Fi rather than Ethernet cable, not a fan of cables trailing all over the place.

Can’t ring Indra Support until after 2.30 pm today Wednesday 15/10.

Thanks again

R

Thank you!

My contact will try to call you around 3pm.

We are having exactly the same issues in terms of connectivity. We weren't given the option between wifi and cellular when the charger was installed a year ago by OVO, and have now been told we need to pay an additional £120 to Indra to get changed over to wifi? 

Morning ​@janeandmatt and welcome to the OVO Forum. I’ve updated your profile to display your EV ownership.

​@janeandmatt this is frustrating to hear. I wonder whether ​@louix31 heard back from Indra too, and whether they’ve been informed of this same charge?

I’ve been using my Indra Smart pro for almost 3 years and the frustrating loss of connection every month or so, but generally OK. Until about 5 weeks ago.

It now continuously flashing purple twice. I’ve reset the charger and router about 20 times and have had about 4 minutes of charge go through as a scheduled charge then drops out. 
Rang Indra and despite several calls without a call back, got through. Their suggestion is pay £120 for an engineer to come out and replace the dongle. They reckon mine was likely 2G/3G. It’s less than 3 years old and in warranty and I’m paying for Boost charging prices as it won’t connect. They couldn’t care less. 
I complained saying the charger wasn’t fit for purpose and all they argued back was “it does work, you can still boost charge”.

The next available engineer wouldn’t be for 2-3 weeks. 
Extremely disappointed in Indra