Indra Smart Pro offline for a few days?

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.