Frequently Asked Questions

We are happy to help you with your questions about our charging stations. You will find the most frequently asked questions from resellers and installers about Alfen charging stations by subject here. 

Click on one of the subjects below and then on your question. You will then find the answer.

  • Backoffice

      How do I grant access to a charging station with a charge pass in ICU Connect?

      It is possible to give a charge pass access to all charging stations under your administration in ICU Connect. To do so, a charge pass needs to be created first and should then be added to the right 'group'. The charge pass is then valid for all charging stations that belong to the corresponding 'group'. Please follow the steps below:

      1. Hold the charge pass in front of the pass reader of the charging station. Currently, the charge pass will still be denied.
      2. Locate the charging station in ICU Connect.
      3. Go to the ‘Notification’ tab on the page of the charging station. Here you can see that your charge pass has been denied.
      4. This notification shows you “Authorisation failed, local id=04XXXXXXXXXXX”. This is the so-called 'hidden id'. Copy this string.
      5. Click on 'Persons' in the menu bar of ICU Connect.
      6. Click on 'Identifications' in the left column.
      7. Enter the ID in the 'Hidden ID' field to validate if this ID is already known.
      8. Does a charge pass with this corresponding ID already exist in ICU Connect? Then this ID is already known at a different CPO and connected to a different group. Please contact Sales Support via ace.salessupport@alfen.com or via (+31)36 54 93 402 in that case.
      9. Is there no charge pass with this corresponding ID in ICU Connect? Then click on 'Create' on the left side of the title 'Identification overview'. A form appears.
      10. Enter the 'hidden id' (from Step 4) in the 'hidden id' field. Make sure to enter it without spaces.
      11. Fill in the ‘Visible id’ field with the number as shown on the charge pass.
      12. Set the expiry date to a date a few years in the future.
      13. Set the status to 'Valid'.
      14. Choose the group (of the charging station) to which the charge pass should be added and add it to the column of ‘Selected Groups’.
      15. Click on 'Add'.

       

      The pass has now been added to the group and can be used for charging on all charging stations in the corresponding group.

      How do I change the back office of a charging station?

      It is possible to change the back office of a charging station. This can be done in the following two ways:


      1) On site using the ACE Service Installer.

      To do so, use the Service Installer Setup (for NG platform). This programme can be downloaded here.

      Under "How do I receive login details for the ACE Service Installer configuration tool?" you can find information for requesting an account.

      Information about the use of the Service Installer can be found under "How do I configure charging stations using the ACE Service Installer configuration tool?"

       

      Notice!

      The ACE Service Installer can only be used on computers with a Windows operating system.

       

      Back office changes via the ACE Service Installer:

      1. Go to the 'Connectivity' tab.
      2. Open the ‘Back office preset’ list.
      3. You can choose an option from the list of preset back offices.
      4. Is your back office not listed here? In that case, you could configure your back office manually via <Manually enter backend settings>.
      5. Select the appropriate ‘Connection method’, depending on how the charging station is connected to the internet.
      6. Under ‘Protocol’, select the OCPP version with which the relevant back office communicates.
      7. Click on 'Save' in the bottom right.
      8. Restart the charging station.

       

      2) Remotely by changing the configuration parameters via a back-office system.
      Notice! If you change the back office of a charging station which connects to a back office via SIM card connection, you will have to change the SIM card of the charging station on site. Making changes remotely is not possible in that case.

       

      Back office changes via the current back office system:

      1. Open the page in the back office where the changes in the configuration can be made.
         The following configuration parameters are not applicable to the migration of a charging station:
        - BackOffice-URL-wired (if connected wired)
        - BackOffice-Path-wired (if connected wired)
        - BackOffice-URL-APN (if connected via SIM card)
        - BackOffice-Path-APN (if connected via SIM card)
        - Network
        - APN-Name (if connected via SIM card)
        - APN-Password (if connected via SIM card)
        - APN-User (if connected via SIM card)
      2. Fill in these fields with the appropriate details.
      3. Please ensure that the changes are saved properly.
      4. Give the charging station a hard reset.

       

      Notice!
      When changing these settings, it is important that the charging station is not restarted in between, but only after the full configuration has been adapted. This is because there is a slight risk that not all parameters have been adapted and the charging station goes offline. In case this happens, the configuration can only be changed on site.

      How do I request a new back office integration?

      It may occur that a charging station must go online on a back office that has not yet been integrated in the Alfen charging stations. A ‘back office preset’ does not exist yet for the desired back office. This prevents the production of charging stations that are able to connect to the desired back office system directly as soon as they are switched on.

      To set this in motion, a request for back office integration can be submitted via the Service portal of Alfen.

       

      Please follow the steps below:

      1. Go to support.alfen.com
      2. Log in at support.alfen.com using your account details or create a new account
      3. Select the option ‘Back office integration’
      4. Open a 'Request for back office integration' ticket
         

      Alfen's experts will then proceed with carrying out the integration as well and as fully as possible.

      Please take into account that they require technical information from you and that the rapidity of the integration process depends on this. Provided the provision of information proceeds swiftly and there is a sufficient amount of capacity at Alfen, the entire process can be completed within one month.

       

      Notice!
      It is always possible to set up a charging station manually after placement via the ACE Service Installer to connect to the desired back office. It is therefore not necessary that this already takes place at the factory.

      How do I configure charging stations via the back office?

      To configure a charging station via a back office, we advise that you consult the most recent list with possible Alfen back office configuration parameters. This list, the "Back office configuration keys", are updated with each new firmware and are included in the release notes. Please send an email to ace.salessupport@alfen.com if you would like to stay updated on this. You will then be added to the mailing list. You can also find them here.

       

      You can configure a charging station via a back office by carrying out the following steps:

      1. Log in to the relevant back office.
      2. Go to configuration management of the charging station that you wish like to configure.
      3. Retrieve the current configuration (perform an OCPP GetConfiguration command).
      4. Find the desired configuration key that you wish to change.
      5. Change the value to the desired value.
      6. Save these values/send these values to the charging station (perform an OCPP ChangeConfiguration).
      7. Restart the charging station to implement the change.

      Where do I request an account for EZ Connect?

      You can request an user account for EZ Connect via the here.

      With this account, you can view and monitor the charging stations that are under your management.

      How can I allow guest use at the charging station so that others can use the charging station (for a fee)?

      The procedure for authorising guest use depends on the authorisation method chosen for the charging station. 

       

      Standalone charging station:

      You can allow a limited number of selected users to charge at a charging station using a 'Whitelist'. See "How do I add an additional charge pass to the charging station?" for further instructions. 

       

      It is also possible to give all users access to the charging station. Unknown RFID cards will then also be accepted.  

       

      Standalone charging stations do not share transaction data with other systems. Any payment will be organized outside the charging station. This will be arranged in the back office. 

       

      Authorization via the back office:

      Via Alfen's back office (ICU Connect) you can choose between an authorisation service provider or an authorisation profile.  

      An authorization profile offers a combination of multiple authorization service providers. Based on the selected options you determine the range for guest use. The most extensive profile is 'Ext.  Roaming'. 

      The back office will authorize offered charge cards by checking the validity with the selected authorization service providers. Valid charge cards can be used on the charging station and are maintained in the back office. 

       

      If the charge card is valid, the charging session will be started. 

       

      Because the charging station shares transaction data with the connected back office, it is possible to allow settlement. However, this is not done via Alfen. 

       

      It is also possible to choose to add individual RFID tags as valid authorisation instead of an authorisation profile. For instructions on how to add charging cards in ICU Connect, see "How do I grant access to a charging station with a charge pass in ICU Connect?". 

      How can I change the logo on the display of the charging station via the back office?

      To change the logo of the charging station you have to send an update file to the charging station via the backoffice, you have to send an update file to the charging station. The update file has to be created with the Ace Service Installer. After creation of the update file (.fwu), you can upload the new firmware file through the firmware update mechanism, in your back office. For instructions on how to do this, refer to the ‘Cconfiguration’ FAQ item "How can I update the firmware on my charging station?".

       

      Creating the *.fwu file int the ACE Service Installer:

       

      1. Connect a charging station and open the ACE Service Installer. This may be any charging station with a display. Go to the 'Interface' tab.
      2. Click on 'Display' in the left menu.
      3. Click on 'Upload Image...'.
      4. Add the desired logo by selecting the correct file at 'Image file location'.
      5. Then click on 'Create Image Update File...'.
      6. Save the *.fwu file.

       

      This *.fwu file must then be sent by the back office to the charging station. The instructions for uploading firmware files may vary depending on which back office you use.

       

      Notice!

      The support for changing a display logo depends on the back office you are using. The default protocol (OCPP) does not support uploading images to the charging station.

       

      Notice!

      In order to be able to change the logo on the display, you must have the "Personalized Display" feature unlocked.

      I want to add a charge card to a charging station in ICU Connect, but I get the message that it already exists. What should I do now?

      If your charge pass is registered in ICU Connect, but has not been added to your group, it will not be visible for privacy reasons. In this case, please contact Sales Support via ace.salessupport@alfen.com or via (+31)36 54 93 402. In this request, please indicate which group, in ICU Connect, you would like to have the desired pass added. Also mention the tag (hidden-ID) of the charge pass.

       

      After verification Alfen will add the charge pass to the desired group and inform you about this via the service request portal.

      What are the different statuses of the 'socket' in ICU Connect?

      Each socket has a status in ICU Connect that remotely indicates the current status of that socket. The statuses in ICU Connect have the following meaning:

      • Available:

      The charging station is available and ready to charge.

      • Unavailable:

      The charging station is unavailable and cannot be used to charge vehicles. This may be because work is planned or the charging station is in the process of updating.

      • Occupied:

      The status 'Occupied' can have two meanings:

      1. The charging station is occupied. A vehicle is connected to the socket, this does not necessarily mean that a charging transaction is also running on this socket.
      2. A charging transaction is taking place. It is possible that the vehicle is currently losing power. It is also possible that a charging session is running but temporarily no power is being drawn by the vehicle.
      • Faulted:

      A problem has occurred in the charging station or during operation of the charging station. More information can be found in the 'Reports' tab. If, after that you want/need more information, you can click on the icon of the corresponding logged message in the Logging tab. You can retrieve the corresponding logged message by checking the time of the notification with the time of the logged message.

      What does a 'pool' or 'group' stand for in ICU Connect?

      Groups or 'pools' in ICU Connect are used to organize the management of charging stations. It works as an organizational chart in which the parent groups can always access and manage the underlying groups. This makes it possible, for example, to control access management on an individual charging station level (when there is one charging station in one group at the lowest level) or for an entire group of charging stations. It is also possible to set up access management for multiple charging stations divided over multiple groups that fall under one main group.

       

      If you want very specific settings, keep this in mind when organising subgroups. The main group may not contain any overarching settings. This is because a charging station that is in a subgroup is also in the main group.

       

      The group structure cannot be compared to a folder structure. A charging station is therefore assigned to the main group and to one or more subgroups. In addition, the same charging station can be in several main groups. As the administrator, you should therefore pay close attention to cross-references. Keep the group structure as simple as possible, with location, authorisation or access as a distinguishing factor, for example.

       

      How do I set the opening hours of a charging station in ICU Connect?

      You may want to set certain opening hours for a charging station. For example, at a company location where the charging station is available for use during office hours, but where charging is not permitted outside office hours.

       

      Opening hours are used to determine whether users have access to a charging station. A valid charge pass is authorised within opening hours. Outside opening hours, all charging cards will be refused.

       

      Adjusting the opening hours is done as follows:

      1.            Search for and select the charging station in ICU Connect.

      2.            Click on the calendar icon on the detail page under 'Opening times'.

      3.            Set one or more days/time periods.

      4.            The opening times are now active on the charging station.

       

      Note!

      Once a transaction has been started, it will continue until it is completed. Even if this carries past the outside opening hours.

       

      If you are using a different back office than ICU connect, please contact your back office provider for instructions on setting up opening hours.

      How can I remotely unlock a charging cable in ICU Connect?

      It may happen that a charging cable gets stuck in the charging station. A common cause is, for example, a defective charge pass.

       

      In the case of a defective charge pass, it is possible to unlock the charging cable via the back office.

      This is done as follows:

      1. Search for and select the charging station in ICU Connect.
      2. Click on the 'Unlock' button to the right of the socket in which the cable is attached.
      3. If desired, indicate a reason for unlocking the cable.
      4. The cable will now be released.

       

      If you are using a different back office than ICU Connect, please contact your back office provider for instructions on releasing a locked charging cable.

      How do I export charging station transactions from ICU Connect?

      You can find an overview of transactions on the 'Transactions' tab in ICU Connect. Here you can also filter and download the displayed results. Different file formats are available for downloading the transaction overview results:

       

      • Excel: You will get a list in .csv file format.
      • CDR (Charge Detail Record): You get the list in .xls file format in a standard way. This list can be used to settle transactions.
      • Eichrecht CDR: You get the list in .xls file format in a standard way for Eichrecht transactions. This list can be used for the settlement of transactions.

       

      Notice!

      During export, a window will pop-up in which you can choose to e-mail the export file. Choose this option if it takes a long time before the download is available. ICU Connect uses the mail address of the administrator that is set in ICU Connect.

      How do I change the configuration of a charging station in ICU Connect?

      You can change the configuration of a charging station in ICU Connect by following these steps:

       

      1. Go to the corresponding charging station in ICU Connect by clicking on it or searching for it using the charge point ID.

       

      1. Go to the 'Configuration' tab and click on 'Get Configuration'.
      2. Wait a few moments until the current configuration of the charge point has been retrieved. This depends on the internet connection of the charge point.

       

      1. Check whether the current configuration has already been retrieved by checking the time and date under 'Last retrieved'. Was this just now? Then you have retrieved the most recent configuration.

       

      1. Find the configuration parameter you want to change in the list and click 'change'.

       

      1. Change the parameter to the correct value and click 'save'.
      2. After the value has been saved, it still has to be sent to the charging station. In the list of configuration parameters, click on 'Send'.

       

      To check whether the configuration has been changed, you can retrieve the configuration again using the 'Retrieve Configuration' button. The parameter should now have changed. The retrieval of the configuration may again take a few moments.

      Is it possible to change The backoffice provider myself afterwards

      Alfen charging stations are "simlock free". This means that Alfen charging stations can be connected to many different back office systems as long as that the back office supports versions 1.5 and 1.6 of the OCPP-JSON protocol.

      You can also switch back office suppliers at a later date, for example by purchasing a 'standalone' charging station (without a back office) and configuring it at a later date to connect to a back office system of your choice.

       

      In the FAQ item "How can I change the back office of a charging station" you will find instructions on how to change this configuration.

  • Product Information

      Does Alfen offer training for charging stations?

      Absolutely, Alfen offers trainings to learn more about (the installation of) charging stations. For more information and signing up, please refer to the website of Alfen.

      From September 2020, a new training programme will be launched, with specific trainings for the following target groups: resellers, project managers, installers and service mechanics.

      Keep an eye on the website for communications about this new programme.

      Do I always need a charge pass to start charging?

      It is not always necessary to use a charge pass (RFID) to start charging.

      Charging can also be started in the following ways:

      • Automatic start by plugging the cable in the car (Plug & Charge authorisation). For more information, please refer to: "How do I convert a charging station to a Plug & Charge authorisation?"
      • Starting remotely (remote) via the back office. Almost every back office offers the option to start or stop a transaction remotely via the back office. Please contact your back-office provider for this.
      • Via a mobile application. Some charging station operators (such as Fastned or Allego) have an app that can be used to start charging. These applications are, however, not always available for public charge points.

       

      If the RFID functionality is activated on a charging station (all charging stations that have not been ordered as Plug & Charge), require a charge pass to start charging. In that case, it is possible to authorise or deny certain passes. See also: How do I add an additional charge pass to the charging station?

      How do I stay updated on future firmware updates?

      Information on the latest firmware updates will be sent via email to interested parties. Please send an email to ace.salessupport@alfen.com if you would like to stay updated on this. You will then be added to the mailing list.

       

      Notice!

      The firmware is the same for all models of Alfen.

      You can therefore add new firmware to a charging station, regardless of the type of charging station.

      Where do I find detailed information about the different products?

      Detailed information on each product can be found in the User Manual. The different manuals can be found on the website of Alfen.

      What are license codes and what do I need them for?

      License codes are unique codes with which you can activate specific functionalities on your charging station.

      These codes are based on a specific type of configuration of features and are unique for each charging station.

      Our charging stations are prepared in terms of hardware for certain features, which can applied to software.

       

      You can request a license code for a charging station on which you would like to release additional functionalities that were not ordered at the time of the initial order.

      The following functionalities can be purchased in this way:

      • Unlock RFID authorisation
      • Active load balancing (P1 or Modbus)
      • Smart Charging Network
      • Personal logo in display
      • Upgrade from 16A to 32A

       

      Do you want to request a license code? You can do so via your reseller. Under "How do I order additional feature licenses for my charging station?" you can find information about ordering license codes.


      Notice!

      Applying license codes to charging stations that have been produced before 2018 is not always possible. If you would like to know more about the possibilities of applying a license code to your charging station, please contact Sales Support via ace.salessupport@alfen.com or on (+31)36 54 93 402 between 08:30 and 17:00 on business days.

      Which OCPP version are supported by Alfen?

      Alfen charging stations can be connected to a back office by use of OCPP.

      The following OCPP versions are supported based on the JavaScript Object Notation (JSON) data exchange/file format:

      • OCPP1.5 JSON
      • OCPP1.6 JSON

       

      Besides this, Alfen is also working on the implementation of OCPP2.0 JSON.

      This is already supported in some scenarios and will be further rolled out in the coming ones.

       

      If you have any further questions, please send a 'Request for information' ticket via support.alfen.com.

      Which languages are supported on the display of the charging stations?

      Alfen currently supports the following languages on the display of Eve Single and Eve Double charging stations:

      • Dutch (nl_NL)
      • German (de_DE)
      • Spanish (es_ES)
      • Italian (it_IT)
      • Swedish (sv_SE)
      • English (en_GB)
      • French (fr_FR)
      • Portugese (pt_PT)
      • Norwegian (nn_NO)
      • Finnish (fi_FI)
         

      The language in the display can be changed locally via the ACE Service Installer or remotely via the back office.

      In the screenshot above, the value for the 'OCPP configuration key value' is stated between brackets. This needs to be entered in the back office
      Please refer to the installation manual for the most up to date information. These manuals can be found on the website of Alfen.

      Is there a residual current protection in the charging station?

      Eve Single charging stations by Alfen are equipped with 6mA DC detection. In addition, a residual current circuit breaker (type A) and a short circuit protection (in the form of an MCB or fuses) are mandatory in the installation for Eve Single charging stations.

      The Eve Double Pro-line is equipped with 2 internal type B RCCBs. 

      Always consult the manual of your product for the correct installation requirements.

      Attention! Until ca. August 2020, the Eve Double Pro-line was produced with 6mA DC-detection and a type A earth leakage circuit breaker built in. This version of the Eve Double can still be ordered. If you have any questions, please contact ace.salessupport@alfen.com or +31365493402.

      Is there a overcurrent protection in the charging station?

      This differs per charging station:

      • For a TWIN, an overcurrent protection is built into the charging station by default.
      • The Eve Single and Eve Double have no built-in internal overcurrent protection.

      With an Eve Single and Eve Double, an overcurrent protection must therefore always be included in the installation. The manual of your product explains which overcurrent protection must be applied. These manuals can be found on the website of Alfen.

      How long is the logging stored locally in a charging station?

      For up-to-date and product-specific information, please refer to the Product Manual of the charging station on the Alfen website, under the heading 'EV Charge Points'. The chapter 'Available memory' contains the most up-to-date information about this.

       

      On average, the logging (diagnostics) of the charging station can be stored for several weeks (approx. 45,000 lines).

       

      In the transaction database, approx. 1500 transactions (of an average length of 4 hours, with metervalues every 15 minutes) can be stored.

       

      To ensure that the relevant logging is available to the Alfen Service Desk, we request that you save the logging shortly after a malfunction occurs in the charging station. You can then send this along when creating a service ticket.

      How many charging cards can be stored in the whitelist of a charging station?

      A large number of charging cards can be stored in the whitelist of the charging station. The following distinction can be made:

       

      • Charge cards in the Local list (via the back office): Approx. 800 charging cards
      • Charge cards in the Whitelist local charging station: Approx. 1200 charging cards (locally stored).

      To what standards are Alfen products certified?

      For up-to-date and product-specific information, please refer to the Product Manual of the charging station in question on the Alfen website, under the heading 'EV Charge Points'.

      Under the chapter "Declaration of Conformity" you will find the temperatures at which the product operates.

       

      The Alfen charging stations comply with the provisions of the following European directives:

      1.            Low voltage directive 2014/35/EU

      2.            EMC Directive 2014/30/EU

       

      And the following harmonised standards:

      - IEC 61851-1 ed. 3 (2017) - Conductive charging of electric vehicles - General requirements, implemented at national level under:

      - AT: ÖVE/EN 61851-1

      - BE: NBN AND 61851-1

      - THE: DIN AND 61851-1

      - FIN: SFS-EN 61851-1

      - FR: NF-AND 61851-1

      - EN: NEN-EN-IEC 61851-1

      - NO: NECK AND 61851-1

      - UK: BS-AND 61851-1

       

      In order to validate this, the products are marked with an official CE marking.

      At which temperatures is a charging station operational?

      For up-to-date and product-specific information, please refer to the Product Manual of the charging station in question on the Alfen website, under the heading 'EV Charge Points'.

      Under the chapter 'Conditions of use', the temperatures at which the product operates are stated.

       

      In general, a charging station is operational if the ambient temperature is higher than -25 °C or lower than 40 °C.

       

      The mentioned temperatures are the ambient temperature for the product based on the standard colour of the housing: RAL9016. Other (darker) colours may adversely affect the operating temperature of the product.

       

      When the product is exposed to lower or higher temperatures, continuous operation at full power cannot be guaranteed. In case of high temperatures, the charging station will automatically and gradually reduce the charging current.

      This will stabilise the internal temperature and reduce the chance of a transaction being paused unexpectedly.

       

      Notice!

      Exposing the product to the elements will cause gradual aging of the material and may result in discoloration of the product. Therefore, wherever possible, place the product in a sheltered location to optimize the life of the materials.

      How much energy does a charging station consume in standby mode?

      For up-to-date and product-specific information, please refer to the Product Manual of the charging station in question on the Alfen website, under the heading 'EV Charge Points'.

      Under the chapter "Operating conditions", you will find the standby consumption of the charging station in question.

       

      Standby consumption of the Alfen charging stations is as follows:

      - Eve Single S-line: approx. 3.5 - 3.8 W

      - Eve Single Pro-line: approx. 3.9 - 4.1 W

      - Eve Double Pro-line: approx. 9 – 12 W

      - Twin: approx. 9 – 12 W

      What exactly does the Plug & Charge functionality mean?

      With Plug & Charge authorisation, the charging station automatically starts the transaction as soon as a vehicle is connected to the charging station by means of a charging cable. This means that it is not necessary to offer a charging card every time to start or stop charging.

      This can be useful for private use because the resident is often the only one using the charging station. With Plug & Charge, fewer actions are required, making charging easier and faster.

      For semi-public use on, for example, a business park, this functionality can be applied to make it easy for all employees and visitors to load without the use of a charging card.

      A property of Plug & Charge is that charging always starts, no matter which vehicle is connected to the charging station. It is therefore not possible to give access to certain persons/vehicles and not to others. It is also not possible to keep track of who has loaded at what time, since all charging sessions are registered under the same 'Plug & Charge Identifier'.

      Where with RFID authorization it is possible to send different users an invoice based on the used charge card ID, with Plug & Charge authorization it is therefore not possible to bill them.

      You can find out exactly how to set a charging station to Plug & Charge under 'How can I convert a charging station to Plug & Charge authorisation?’.

  • Service

      How do I ask a question to Alfen's service desk?

      If the answer to your question is not listed in this FAQ, you can submit a service ticket via support.alfen.com.

      You will receive a response within a maximum of 5 business days.

       

      If you wish to be assisted more quickly or have a special service need, it is possible to enter into a service contract with Alfen. Please contact your account manager for this.

       

      If possible, we kindly ask you to add the logging (diagnostics) of the charging station. Preferably within a period of about 3 days, but in any case, the time frame in which the experienced problem occurred.

      How do I retrieve the logging information of a charging station?

      The logging (diagnostics) of a charging station can be added to your service ticket so our technical support department can analyse it.

      The logging can be obtained in two ways:


      1) On site using the ACE Service Installer.

      To do so, use the Service Installer Setup (for NG platform). This programme can be downloaded on the website of Alfen.

      Under "How do I receive login details for the ACE Service Installer configuration tool?" you can find information for requesting an account.

      1. Go to the 'Logging' tab in the Service Installer
      2. Click on 'Save the log to a file'.
      3. Choose the desired period from which you want to download the logging. In most cases, 3 days or 1 week are the best options. It is important that the defect is in this period.

       

      2) Remotely via the back office

      1. Request the diagnostics in the relevant back office (via a GetDiagnostics request).
      2. Enter the desired start and end date here.
      3. The charging station sends a .aes file, which you can download and add to the service ticket.

      This file is encrypted, but can be accessed by Alfen.

      How do I return a charging station to have it repaired in Alfen's manufacturing facility (back-to-base)?

      If you want to return a charging station to Alfen to be repaired, you can submit a 'Request for back to base warranty' ticket at support.alfen.com.

      Once you have filled in all the required fields and the notification has been submitted, you will receive instructions via email for returning your charging station.

       

      It will then be determined what repair work is needed. If the charging station is under warranty, the repair work will be carried out free of charge and the charging station will be returned to you after the repair.

       

      If the repair is not (partially) covered by warranty, the costs will first be submitted to you for approval.

      How do I submit a request to receive a service mechanic on site?

      If you wish to have service mechanic on site for repairing a defect or change in the charging station, you can request this by submitting a ticket via support.alfen.com.

       

      At the Alfen service portal, you can open a 'Request for Service' in case of a defect.

      If you wish to implement a change in (the software of) the charging station, you can open a 'Request for Change'.

       

      Notice!

      Costs will be charged for a mechanic visit.

      This includes call-out charges if the defect was in the charging station and the charging station is still under warranty.

      If the defect is outside the charging station or the charging station is out of warranty, man-hours and material costs will also be charged.

      Please find an overview below of the current prices for ad hoc service. These prices are an indication and may be altered. No rights can be derived from it.

      The invoices of Alfen are always stated in euros.

      country

      call out costs (charged at all times)

      labour costs per 30 minutes (charged only when out of warranty)

      used parts and materials (charged only when out of warranty)

      the Netherlands

      €         95.00

      €        35.00

      invoiced against Alfen’s prices

      Belgium

      €        120.00

      €        35.00

      invoiced against Alfen’s prices

      Luxembourg

      €        120.00

      €        35.00

      invoiced against Alfen’s prices

      Germany

      €        150.00

      €        35.00

      invoiced against Alfen’s prices

      UK (mainland)

      £        130.00

      £        40.00

      invoiced against Alfen’s prices

      France

      €        120.00

      €        35.00

      invoiced against Alfen’s prices

      Italy

      €        120.00

      €        35.00

      invoiced against Alfen’s prices

      Spain

      €        120.00

      €        35.00

      invoiced against Alfen’s prices

      Portugal

      €        120.00

      €        35.00

      invoiced against Alfen’s prices

      Norway

      1,800.00 kr

               600.00 kr

      invoiced against Alfen’s prices

      Sweden

      1,800.00 kr

               600.00 kr

      invoiced against Alfen’s prices

      Finland

      €        190.00

      €        40.00

      invoiced against Alfen’s prices

      How do I request remote support and what preparations are to be made by me for this?

      Remote support (remote assistance via telephone) takes place by appointment, which can be requested via the service portal.

      You can submit a 'Request for Service' for this via support.alfen.com.

      Please state under 'description' that you request remote support and provide a preferred the date with some time slots.

       

      You need to make the following preparations for a remote support session:

      1. Ensure that you have downloaded the latest version of the ACE Service Installer from the website of Alfen. Under "How do I receive login details for the ACE Service Installer configuration tool?" you can find information for requesting an account.  
      2. Install the programme Teamviewer and make sure that you have created an account.
      3. Connect to the internet on site (if necessary, via a Wi-Fi hotspot).
      4. Connect a UTP cable from your laptop to the charging station.

      If the measures above have been taken, we will contact you on the agreed date to assist in solving the problem.

      In which countries can I receive a mechanic on site through Alfen Service?

      Alfen has service partners in the following countries:

      • The Netherlands
      • Belgium
      • Luxembourg
      • Germany
      • United Kingdom
      • France
      • Italy
      • Spain
      • Portugal
      • Norway
      • Sweden
      • Finland
         

      In all of these countries, a service mechanic can come on site to repair your charging station. How this works can be found in “How do I submit a request to receive a service mechanic on site?”


      In other countries, the general Back-to-Base warranty applies, whereby you can send the charging station back to the factory for repair. How this works can be found in “How do I send a charging station back to have it repaired in a factory of Alfen (back-to-base)?"


      If you would like to have a mechanic on site to have your charging station repaired, you can submit a service ticket via support.alfen.com

      What are the warranty terms and conditions of Alfen's charging stations?

      By default, Alfen offers a 2-year warranty on all its charging equipment.

      For information about the service of Alfen, please refer to the 'Leaflet Alfen Care', which can be found on the website.

      How can I transfer the management of a charging station from one party to another?

      To take over the management of the charging station you can submit a request to support.alfen.com via a "Request for Service" ticket. Your current administrator must agree to this. Your request will therefore be checked with the current administrator of the charging station. If the current administrator agrees to the transfer, this will be carried out. After the transfer of administration you can submit a service request. 

      The ID of a charging station has been changed. How can I ensure that this change is also implemented at Alfen?

      It is possible that the ID of a charging station is changed, for example because the administrator has changed. 

       

      If an ID has been changed, please report this to Alfen. In many cases, this ID is used for service purposes and we can provide you with faster service if all the information is up to date. 

       

      You can pass on such changes by e-mail to ace.salessupport@alfen.com

      Please provide at least the following information:

      • The object number of the charging station (usually starts with ACE...).
      • The old ID of the charging station.
      • The new ID of the charging station.

       

      This change will be implemented within a few working days. You will then receive a confirmation of this. 

      I can't log into the ACE Service Installer, what could be the reason?

      If you are unable to login to the ACE Service Installer, check the following:

      • Have you downloaded the correct ACE Service Installer? You need the ACE Service Installer Setup for NG platform. The ICU Service Installer for Advanced platform is only suitable for older charging stations (from before mid-2017).
      • Do you have a valid account for the ACE Service Installer? This account is separate from other accounts you have at Alfen, such as for the webshop. To request the correct login details, see "How can I obtain login details for the ACE Service Installer configuration tool".
      • Are you connected to the internet while opening the ACE Service Installer? After downloading and installing, the ACE Service Installer always performs an update before it can be logged in. Make sure that you are connected to the Internet and that you agree to all proposed updates.
      • Can the ACE Service Installer reach the Alfen 'update server'? If you have limited internet access, it is possible that the Alfen 'update server' cannot be reached. A workaround for this is to create an internet connection via WiFi hotspot with your mobile phone.

      What priority can I select when creating a service ticket?

      When creating a service ticket, you can give the notification a certain priority.

      You can choose between the options Non-critical, Regular and High.

      Depending on the nature of the malfunction, you choose a certain priority. You can use the following guidelines:

       

       Non-crititcal - Not urgent, you can still load at the charging station, with or without limited charging speed. 

       

      Regular - The charging station can no longer be used and charging can no longer take place. However, there is no dangerous situation or a plug that is stuck.

       

      High - There is a dangerous situation (such as exposed cables) or a plug jammed in the charging station that prevents the user from leaving.

       

      Notice!

      The consequences of selecting a certain priority depend on the service contract that has been concluded. For example, in the case of the 'High' priority, a technician may be sent to the location in question within a few hours, and this may incur costs.

       

      These priorities are only important if you have made certain agreements with Alfen by means of a service contract. For customers who do not have service agreements with Alfen, all tickets are treated with the same priority. 

      What can I do to maintain a charging station as well as possible?

      We recommend that preventive maintenance be carried out at public charging stations once a year. In this way, the optimal operation of the charging stations can be guaranteed on a permanent basis. 

       

      Contact your Sales Manager to find out about the possibilities for service contracts including preventive maintenance. 

       

      With regard to the housing of the Eve Single and Eve Double products, we recommend the following:

      • Annual cleaning, using water and a mild soap. 
      • Then polish the charging station with wax, as can also be used for cars.
      • Absolutely no aggressive cleaning agents, high-pressure cleaner, scouring pads or similar should be used.

       

      In this way, you will keep the surface of the housing of your charging station clean and presentable for as long as possible.

      Who can create a service ticket for a charging station at Alfen?

      Did you buy the charging station directly from Alfen and is the charging station under your control?

      Then you can create a service ticket directly through the Alfen Service Portal.

       

      Did you buy the charging station through an Alfen reseller and do they manage it for you? 

      In that case we ask you to ask your service question to the reseller in question. If necessary, they will create a service ticket at Alfen.

       

      Did you buy the charging station through an Alfen reseller, but do you want to take over the management yourself? 

      Before you can create a service ticket in this case, you must first have a written agreement from the reseller in which the management will be transferred. Then you can create a service ticket and ask Alfen to take over the administration. 

      See "How can I transfer the management of a charging station from one party to another?

      What information do I need to add when creating a Service Ticket?

      In order to respond to your service ticket as quickly and effectively as possible, it is important that you provide the correct information immediately upon submission. Think about this:

      • Fill in all questions in the service portal as carefully as possible.
      • In the title of the ticket, enter the charge point ID and/or object number as stated on the sticker on the charging station. This way we know which charging station is involved.
      • Add relevant information, such as error codes in the display or back office and/or clear photos of any damage. 
      • Make sure you give a clear description of the problem. This enables us to look for a more targeted solution.
      • If applicable, the complete contact details of the end customer and the address details of the loading point. We need these if a mechanic's visit has to be scheduled.
      • If possible, add the logging (diagnostics) of the charging station. Preferably for a period of about 3 days, but in any case the time frame in which the experienced problem occurred. Under "How to obtain the logging of a charging station" is described how to obtain it.

       

      The more complete you provide the information in the ticket, the faster and more effective we can offer you a solution.

      I'm going to create a service ticket for Alfen for the first time. What does Alfen need from me for this?

      When submitting a ticket via Alfen's Service Portal, you should take the following points into account:

       

      • Make sure you have created an account on support.alfen.com 
      • Insert in the title of the ticket the loading point ID and/or object number as stated on the sticker on the charging station. This way we know which charging station is involved.
      • Make sure that you are the administrator of the charging station, or that you create the ticket by order of the administrator. It is possible that the management is still under the control of another party and that this must be transferred. Written permission from the administrator is required for this.
      • If you are the new administrator, add KVK, VAT and invoicing data to the ticket. Without these details, we will not be able to process a ticket.
      • Make sure you give a clear description of the problem. This will enable us to look for a more targeted solution.
      • If applicable, the full contact details of the end customer and the address details of the loading point. We need these if a mechanic's visit has to be scheduled.
      • If possible, add the logging (diagnostics) of the charging station. Preferably for a period of about 3 days, but in any case the time frame in which the experienced problem occurred. Under "How to obtain the logging of a charging station" is described how to obtain it.

       

      The more complete you provide the information in the ticket, the faster and more effective we can offer you a solution.

      Where can I find the object number of my charging station?

      The object number of a charging station has the following format: ACEXXXXXXX or XXXXXRXXX.

      This identification number can be found on the sticker on the charging station at the following location:

       

       

       

       

       

       

       

  • Configuration

      Which back offices are supported by Alfen charging stations?

      Alfen charging stations are "simlock free". This means that any back office can be applied to a charging station, provided that it supports the OCPP versions that are implemented by Alfen.

      Alfen charging stations currently support the OCPP versions 1.5 and 1.6 (JSON). 

      In the ACE Service Installer, a list is provided in the tab 'Connectivity' under 'back office preset', which shows the already integrated back office presets.

      It is also possible to set up a back-office connection manually. To do this, select the option 'Manually enter back office settings'.

      How do I update the firmware on my charging station?

      A new firmware version is published regularly, which includes improvements in the software of the charging stations. Please send an email to ace.salessupport@alfen.com if you would like to stay updated on this. You will then be added to the mailing list.

       

      Our advice is to update the firmware of a charging stations with the latest version regularly.

      There are two ways to update the firmware of a charging station:


      1) On site using the ACE Service Installer.

      Use ACE Service Installer Setup (for NG platform), which can be downloaded via info@alfen.com/downloads. Under "How do I receive login details for the ACE Service Installer configuration tool?" you can find information for requesting an account.

      1. Go to the 'General' tab in the ACE Service Installer.
      2. Click on 'Update firmware ...'.
      3. Choose the desired firmware version from the list and click on 'Start upload'. The charging station will restart.

       

      2) Remotely via a back office.
      During a remote update, the firmware file (.fwi) is sent to the charging station from an ftp server. Most back office systems have this option and are able to send firmware updates to the charging station. If you have any questions, please consult your back-office supplier.

      How do I adjust the output (in kW) of the charging station?

      It is possible to adjust the maximum amperage of a charging station.

      There are two ways for doing this:


      1) On site using the ACE Service Installer.

      Use ACE Service Installer Setup (for NG platform), which can be downloaded here.

      Under "How do I receive login details for the ACE Service Installer configuration tool?" you can find information for requesting an account. 

      1. Go to the 'Power settings' tab in the ACE Service Installer.
      2. Change the 'Station MaxCurrent' (enter the value of the security (circuit breaker or fuses) to which the charging station is connected) to the desired value (in amps).
      3. Change the 'Connector MaxCurrent' to the desired value (in amps).
      4. For charging stations with two connections, there are two Connector Max Currents. (screenshot from the Service Installer).
      5. Click on 'Save'.

       

      2) Remotely via a back office.

      1. Go to the configuration tab in the back office.
      2. Change the parameter 'StationMaxCurrent' (can be seen as the end group to which the charging station is fused) to the desired value (in amps).
      3. Change the parameter 'Connector1MaxCurrent' to the desired values (in amps).
      4. For a charging stations with two connections, the 'Connector2MaxCurrent' should also be changed.

       

      Always make sure the Station-MaxCurrent is not lower than the value of the Connector-MaxCurrent of both sockets. In that case, the power supply could be interrupted due to overload. You can prevent this by enabling Default Load balancing.

      How do I add an additional charge pass to the charging station?

      Adding (additional) charge passes to a charging station can be done in the following ways:

       

      1) On site using the ACE Service Installer.

      If a charger has been configured as 'standalone', a charge pass can be added via the ACE Service Installer:

      1. Open the 'Authorisation' tab.
      1. Make sure the options ‘White list enabled’ and ‘Local list enabled’ are both checked under the ‘Authorisation’ header.
      2. Click on 'Auto add' under the 'Whitelist' header.
      3. Next, hold the charge pass in front of the charging station.
      4. The charge pass will be added to the whitelist.

       

      2) Locally by means of a so-called Masterkey.

      If a masterkey is installed, the pass can be added by means of this masterkey. Functionality and configuration of a masterkey are described in the manuals of the Eve Double and Eve Single. These manuals can be found at alfen.com/downloads.

       

      3) Remotely via a back-office system.

      If a charge station is connected (online) to the back office, the authorisation of users is processed via the relevant back office system. This works in a different way, depending on the selected back office.

      Is the charging station listed in the ICU Connect back office? Then the answer is listed under "How do I configure the authorisation of a charge pass in ICU connect?". For instructions relating to other back offices, we would like to refer you to your back-office supplier.

      You can fill the so-called “Local Authorisation List” in OCPP with charge passes to ensure the charging station remains operable for those charge passes in offline situations.

      How do I realise a charging hub using a Smart Charging Network (SCN)?

      If charging stations are installed for a Smart Charging Network (SCN) and are connected to each other via a switch, the charging stations communicate amongst themselves to adjust the charging capacity. Together the charging stations will act as one big (virtual) ‘charging station’ in order to deliver an optimal charging current. The maximum possible load on the distributor to which the charging stations are connected is taken into account.

       

      Notice!

      The feature ‘Smart Charging Network’ needs to be unlocked per socket.

      You need to purchase a license code for this (provided you have not done so at the time of the initial order). Please refer to: “How do I order an additional feature license for a charging station?”

      It is also possible to make the charging capacity dynamic based on the usage in the installation. In that case, an external smart energy meter is applied to the installation.

      Can I convert a charging station from a model with a fixed cable to a model with a socket or vice versa?

      Converting a charging station to a different type or model, is not supported by Alfen. If you wish to have a different charging station model, we advise you to order a new charging station. 

      It is, however, possible to purchase a different length of fixed cable (e.g. from 5m to 8m) and install it on an existing charging station.

      How do I convert a charging station to a Plug & Charge authorisation?

      With Plug & Charge authorisation, the charging station starts the transaction automatically as soon as a vehicle is connected, without the need of a charge pass.

      You can configure this in two ways:

      1) On site using the ACE Service Installer.

      To do so, use the Service Installer Setup (for NG platform). This programme can be found here. Under "How do I receive login details for the ACE Service Installer configuration tool?" you can find information for requesting an account.

      1. Go to the 'Authorisation' tab in the ACE Service Installer.
      2. Select 'Authorisation' in the menu on the left.
      3. Select the Authorisation Mode 'Plug & Charge'.
      4. Enter the Plug and Charge ID. This must be a hexadecimal value. This can be the object number of the charging station or an existing hidden ID from a charge pass.

       

      2) Remotely via a back office.

      Via the back office, you configure the following parameters:

      1. The AuthorisationMethod must be set to 'Plug & Charge'.
      2. The PlugAndChargeIdentifier must be populated. This needs to be a hexadecimal value. This can be the object number of the charging station or an existing hidden ID from a charge pass.


      Notice!
      The PlugAndCharge Identifier must be set as valid ID in the back office. If not, the ID will be denied and transactions cannot be started.

      What do the different configuration parameters in the back office mean?

      The Alfen Charging stations are equipped with a wide range of configuration parameters, which can be installed locally via the ACE Service Installer as well as via the back office. 

      An overview of all possible parameters can be found in the list "back office configuration keys". This list is updated for each new firmware and sent alongside the release notes. Please send an email to ace.salessupport@alfen.com if you would like to stay updated on this. You will then be added to the mailing list. You can also find them here.

      In the "Back office configuration keys", a description can be found that explains what each parameter can be used for and what the possible values are.

      Which different possible parameters are there for installing Alfen charging stations?

      The Alfen Charging stations are equipped with a wide range of configuration parameters, which can be installed locally via the ACE Service Installer as well as via the back office. 

      An overview of all possible parameters can be found in the list "back office configuration keys". This list is updated for each new firmware and sent alongside the release notes. Please send an email to ace.salessupport@alfen.com if you would like to stay updated on this. You will then be added to the mailing list. You can also find them here.

      In the "Back office configuration keys", a description can be found that explains what each parameter can be used for and what the possible values are.

      How can I ensure that I see the desired meter values in the back office?

      Alfen charging stations can send many different meter readings.

      With the configuration parameter 'MeterValuesSampledData' you can set which meter values are transmitted by the charging station to a back office.

      By default, this configuration is set to 'Energy.Active.Import.Register'. With this configuration, the meter value for the imported kWh of the kWh meter is transmitted to the back office.

       

      It is possible to send several (up to a maximum of 9) meter values. The supported values are:

      • Energy.Active.Import.Register
      • Power.Active.Import, Current.Import
      • Voltage
      • Temperature
      • Current.Offered
      • Frequency
      • Power.Factor

       

      Some of these values can be communicated per phase (or between phases in the case of voltage). See the list of current configuration parameters on Alfen's website under 'Firmware releases ACE' for all possibilities.

      For exact information on what the different values mean, you can download the OCPP specification from https://www.openchargealliance.org/.

       

      Changing the configuration for transmitting meter values can be done in 2 ways:

       

      1) On site via the ACE Service Installer:

      1. Go to tab 'Connectivity'.
      2. Check the 'Advanced Settings' in the upper right corner.
      3. In the left menu, select 'Meter value'.
      4. Click on 'Meter Value Sampled Data'.
      5. Select which meter values you wish to forward to the back office using each drop-down box.

       

      2) Remotely via a back office:

      1. Change the MeterValuesSampledData parameter to the desired value.
      2. Pay close attention to the following:

      Measured values are combined with the phase (separated by a point "."). Voltage meter values support the phase configuration:

      L1-N, L2-N, L3-N, L1-L2, L2-L3, L3-L1

      Example of a value: Voltage.L1-N

      The values of the current, power and power factor support the phase configuration:

      L1, L2, L3

      Example of a value: 'Current.Import.L1'.

       

      When the 'SmartChargingMode' (OCPP 1.5+) is used, the following meter values apply:

      Current.L1 ; Current.L2 ; Current.L3

      How does the 'Master-key' functionality work?

      The 'Master Key' functionality is mainly developed for 'standalone' charging stations (without a back office) and offers an easy way to add charge cardes to the whitelist.

      One RFID card is set up as the 'Master Key'. This 'Master Key' can then be used to control access for other users, without having to use the ACE Service Installer. If the card is programmed as 'Master Key', it can no longer be used as a charging card.

       

      It is possible to set up a Master Key for every Alfen charging station. For a location with multiple charging stations, the administrator of the location can use a single Master Key to manage access to all charging stations.

       

      To use this function, the authorisation method must be set to RFID and the Master Key functionality must be enabled.

      There are two ways you can set the Master Key as follows:

       

      1) On site with the ACE Service Installer.

      Use ACE Service Installer Setup (for NG platform), this program can be downloaded from alfen.com/downloads. Under "How to obtain login information for the ACE Service Installer configuration tool" you will find information about how to apply for an account.

      1. In the ACE Service Installer, go to the 'Authorization' tab.
      2. Select 'Master card' in the left menu.
      3. Change the 'Master card mode' to 'Enabled'.
      4. Save the configuration.

       

       

      2) Remotely via a back office.

      1. Go to the Configuration tab in the back office.
      2. Change the 'MasterKey-isEnabled' parameter to 'True'.
      3. Save the configuration.

       

      Add a new charge card to the whitelist with the Master Key

      Once the functionality is activated, you can add charge cards to the charging station's whitelist. 

      This is done as follows:

      1. hold the Master Key in front of the card reader on the charging station
      2. Remove master Key from card reader on the charging station
      3. Hold new charge card in front of card reader on the charging station

      After this operation has been performed, you can use the charge card you just added on the charging station (without further use of the Master Key).

       

      Removing the charge card from the whitelist with the Master Key

      To remove a charge card, you can follow the exact same steps as mentioned before. The charging station will recognize that the charge card has already been added to the 'whitelist' and therefore will remove it from the 'whitelist'.

      After this operation has been performed, the user can no longer use the charge card on the charging station. 

      How can I change the brightness of the display on the charging station?

      You can change the brightness of the display of your Alfen charging station at any time.

      It is also possible to automatically dim the display using the 'AutoDim' function. This function automatically dims the display after 60 seconds of inactivity on the charging station.

       

      Changing the brightness of the display can be done in the following two ways:

       

      1) On location with the ACE Service Installer.

      Use ACE Service Installer (for NG platform), this program can be downloaded from the Alfen website. Under Installation FAQ item "How can I obtain login data for the ACE Service Installer configuration tool?" you will find information on how to apply for an account.

      1. In the ACE Service Installer, go to the 'Interface' tab.
      2. In the left menu, select the option 'Intensity'.
      3. Adjust the brightness to the desired level. 100% is the brightest and 0% the least bright. It is also possible to activate the AutoDim function here.
      4. Save the configuration.

       

      2) Remotely via a back office.

      1. Go to the Configuration tab in the back office.
      2. Change the 'LightIntensity' parameter to the desired value between 0-100%.
      3. If necessary, change the 'AutoDimLights' parameter to the set point value (True or False).
      4. Save the configuration.

      Regularly when I start up the ACE Service Installer it says that an update is available. Do I always have to download it?

      Alfen regularly publishes updates for the ACE Service Installer. Various product improvements are implemented with each update. We advice users to always update their ACE Service Installer and your charging stations with the latest updates.

      How can a feature license key be added to an Alfen charging station?

      Before you can add a license key to a charging station, it is important that you have requested this key from Alfen. Under ‘How do I order extra feature licenses for a charging station?’ you can find out exactly how to do this.

      Once you have received the license key from Alfen, you can activate it in the charging station in two ways:

       

      1) Locally via the ACE Service Installer

      Use ACE Service Installer Setup (for NG platform), this program can be downloaded from alfen.com/downloads. Under "How can I obtain login details for the ACE Service Installer configuration tool?" you will find information on how to apply for an account.

      1. Make sure your laptop is connected to the internet and that your laptop is connected to the charging station.
      2. In the ACE Service Installer, go to the 'General' tab.
      3. Click on the 'Update license key' button at the bottom right.
      4. You will now be able to see whether the functionality in question, which was first set to 'Locked', is now set to 'Unlocked' and that the new functionality has been successfully activated. The charging station will restart.

       

      Notice! If the license key cannot be activated with this button because the internet connection does not work, you can also add the license key manually. To do so, paste the license key you received from Alfen into the field 'Feature license key' and click 'Save'.

       

      2) Remotely via a back office

      1. Go to the Configuration tab in the back office.
      2. Change the 'License key' parameter by pasting the license key you received from Alfen into this field.
      3. Save the change and make sure it is sent to the charging station.

      How can I configure the Smart Charging Network functionality?

      When charging stations are set up as a Smart Charging Network (SCN) and connected to each other via a switch, charging stations communicate with each other to adjust the charging capacity. Together, the charging stations then behave as one large (virtual) 'charging network' in order to provide an optimal charging current. This takes into account the maximum possible load of the connection to which the charging stations are connected.

       

      Attention!

      The 'Smart Charging Network' feature must be unlocked per charging station.

      You will need to purchase a license key for this (provided you have not done so at the time of the initial order). See above: "How can I order additional feature licenses for a charging station?”.

       

      It is also possible to determine the maximum load dynamically based on the live consumption in the installation. In this case, an external energy meter is used in the installation.

      In the 'Smart Charging Implementation Guide' you will find a description of how the SCN works and the instructions for setting up a SCN. The manual can be found on Alfen's website.

  • Troubleshooting

      What do the error codes on the display of the charging station mean?

      If you have a charging station with a screen (display), it may show error codes in the event of an erroneous action or malfunction.

      Please see the following list with error codes for a current overview (Firmware 4.7.1, March 2020) of error codes and their meanings.

      Notice!

      It may happen that with the release of a new firmware, error codes have changed or have been added. This information will be shared in the release notes of the firmware update.

      The most recent list can be found on website of Alfen..

      What is the reason for a charging station being offline in the back office?

      In the back office, it is possible to see if a charge point is offline. The charging station often shows the notification 'offline' or 'not connected' in that case.

      There are several possible causes why a charging station cannot communicate with the back office and is therefore offline.

       

      First check if the charging station has communicated before with the back office.

      Has the charging station not been online in the back office before?
      Then check the following:

      1. Has the charging station been ordered with a back-office configuration? View your order confirmation to check if your order has been completed with back office configuration.
      2. Is the charging station (correctly) logged on in the back office? Check this in your back office or with your back-office supplier.
      3. If a connection has been made via sim card (GPRS): Is the signal (in dBm) sufficient at the location of the charging station? You can see this in the logging of the charging station. If it is above -90dBm, the signal is too weak. This could be the case when a charging station is in a parking for example.
      4. If a connection is made via a local network (LAN): Does the charging station have access to the internet via the local network? In other words, is the charging station not blocked by a firewall?

       

      Has the charging station been online in the back office before?
      Then check the following:

      1. Is there voltage at the charging station? Make sure the charging station is powered up (again) from the installation (e.g. by switching on the circuit breaker in the meter cupboard).
      2. If a connection has been made via sim card (GPRS): Is the signal (in dBm) on site around the critical point of -90 dBm? This can cause the charging station to sometimes be online and sometimes be offline. See "When is it best to connect a charging station wired (LAN) and when via SIM (GPRS)?" for advice on the connection with a back office.
      3. If a connection has been made via sim card (GPRS): Is the antenna of the charging station still attached properly? Check this by unscrewing the charging station.
      4. If a connection is made via a local network (LAN): Is the ethernet cable from the charging station to the router still connected correctly and are you sure it is not faulty?
      5. If a connection is made via a local network (LAN): Does the charging station have access to the internet via the local network? It is possible that something has been changed by the network administrator that prevents the charging station from accessing the internet (e.g. a firewall).
         

      Are the causes mentioned above ruled out but does the charging station remain offline? Please submit a 'Request for Service' ticket via support.alfen.com.

      What is the reason for a loading session to not start?

      A charging session is started after a cable and vehicle have been connected properly and the transaction is authorised via Plug & Charge or RFID.

       

      If you are unable to start a charging session, please check the following:

      1. Is the charging cable connected properly? Make sure the charging cable on both the car and the charging station side is inserted correctly and deep enough. Disconnect the charging cable on both sides, reinsert the plugs with the necessary force and try to start session again.
      2. Is the transaction started using a valid ID? The ID (charge pass/RFID or Plug & Charge ID) must be authorised (valid) to be able to start a session. Depending on the configuration of the charging station, the ID must be set as valid locally or in a back office. See “How do I add an additional charge pass to the charging station?
      3. Is the charging station available and not in error status? Check if there is a red light or an error code in the display. See “What do the error codes on the display of the charging station mean?” for the causes of several error codes.
      4. If the charging station is connected to a back office: Is the charging station set to 'available' in the back office? For instance, the charging station may be reserved or be set to 'unavailable'. Check this in the back office.
         

      Are the causes mentioned above ruled out and are you still unable to start a session? Please submit a 'Request for Service' ticket via support.alfen.com.

      Please supply as much relevant information as possible, such as an error code on the display or logging of the charging station.

      What are the possible causes of an earth leakage trip in the installation?

      If the earth leakage circuit breaker has been activated, it may have been an earth leakage, short circuit or overcurrent situation.

      An 'earth leakage trip' means that an earth leakage current has been detected. This usually indicates there is an issue with the leakage current of the installation or of the vehicle.

      We advise to contact the installer or operator of the charging station for inspection and possible repair. Are you the operator? You can submit a 'Request for Service' ticket via support.alfen.com.

      What are the possible reasons a RFID (pass) reader does not function properly?

      If you suspect that the RFID (pass) reader is not functioning, take the following steps:

      1. Is this charging station set up to authorise passes with RFID reader? Check the Authorisation method in the settings and make sure that it is not set to Plug & Charge.
      2. Check whether the pass reader actually does not work, or whether only the charge pass does not work. Does the charging station read other passes? Then presumably the charge pass is defective.
      3. Do you not notice any activity from the charging station (in the form of a sound, LED light or notification on the display) when offering a charge pass? Then check if the connector of the pass reader is correctly fitted (the charging station must be opened for this).

      Have the solutions mentioned above not been helpful? Alfen will then replace the pass reader. Please submit a 'Request for Service' ticket via support.alfen.com.

      What is the reason for undervoltage at the charging station and how can I correct this?

      There may be many reasons for an undervoltage error. According to the guidelines, the voltage may deviate 10% from 230Vac, with 207Vac as the lower limit and 253Vac as the upper limit. A number of vehicle brands may also be negatively affected (e.g. stop charging) if the voltage is too low.

      The most common causes of undervoltage:

      • If a charging station is at a large distance from the distribution box and thin cabling has been used, the voltage will drop considerably. For example, if the voltage in the distribution box is 230Vac and a vehicle is going to charge, the voltage may drop below 207Vac and the charging station will give a message of undervoltage (error code 212).
      • The electricity grid will also be able to cause the voltage to drop slightly (approximately 4 to 5 Vac) during peak hours (7:00-9:00 and 17:00-19:00). This can make all the difference if 212Vac is available during the day when the charging station is loaded.
      • With a 3-phase charging station that is currently connected to 1-phase, but is prepared for 3-phase (i.e. where the cables are already connected). The operation on the cables (capacitive and inductive) can cause voltage to be measured and the charging station will report this. As a side note: a Renault Zoë cannot be connected to the charging station in this situation because this vehicle will return approximately 160Vac on phase 2, to which the charging station will respond with a message of undervoltage.

      In rare cases, the kilowatt-hour meter may be defective, causing it to give wrong values, creating the illusion of undervoltage. In such a situation, the electricity meter will have to be replaced. To do this, you can submit a 'Request for Service' ticket on the Alfen Service portal.

      How can I verify with how much power (in kW) the vehicle of an end customer can charge?

      An end customer is not always aware with how much power his/her (new) electric vehicle can be charged.

       

      To give proper advice about this, you can take a look at the website of EV database. Here you can see what the maximum charging capacity is per electric vehicle (for 1- or 3-phase).

       

      You can then advise the customer what type of charging station is most suitable for this specific vehicle type. Please take into account the available power at the local electricity connection.

      What should I do if I lose the internet connection on my laptop when I connect a charging station?

      If there is no connection to the internet while being connected to a charging station/LAN, it is not possible to download updated settings files, new firmware files or update the license key.

      Furthermore, it is also not possible to open other applications that require internet connection. When using WiFi to connect to the internet, it must be possible to connect to WiFi as well as the wired network to the charging station at the same time. In this case, please check:

       

      • Is there a LAN/WLAN switching service activated on the laptop? Please turn this service off in the laptop via the Windows Task Manager. These settings differ per laptop. Unable to change or find the settings? Please, contact your IT administrator.
      •  If the WiFi network adapter is set to disable itself when a wired connection is established, please turn this off. These settings differ per laptop. Unable to change or find the settings? Please contact your IT administrator.

       

      If the above is not workable, use a workaround for obtaining new firmware and settings files from Alfen’s update server. Please, disconnect from the charging station, create a WiFi hotspot with a mobile phone, open the ACE Service Installer and accept all updates when asked. When downloaded all files through the open connection from a WiFi hotspot, connect to the charging station again.

      The laptop will be offline, but the required update files are saved on the laptop. Updating the license key with the Update license key button is not possible via this workaround. Entering the license key code can be done manually.

      What should I do if I get the message 'Cannot connect to the Alfen server' in the ACE Service Installer?

      Connected to the internet, but still cannot use the functions such as updating the license key or downloading the newest firmware and settings files? Then likely the internet access is restricted and it is not possible to reach Alfen’s update (ftp) server. Please check:

      • Is Windows Defender Firewall blocking access to Alfen’s update server? Open Windows Defender Firewall, go to Advanced settings and make sure the (Inbound/Outbound) connections for the ACE Service Installer are allowed.
      •  Is another firewall blocking access to Alfen’s update server (port 21)? Please allow access or disable the firewall. For further support, please contact your IT administrator.

      The set Smart Charging Network is not visible in the ACE Service Installer. What should I do?

      If the individual charging stations are visible in the ACE Service Installer, but the charging stations are not visible in the SCN overview, please check the following:

      • Is Windows Defender Firewall blocking communication between the ACE Service Installer and the charging stations? Open Windows Defender Firewall, go to Advanced settings and make sure the (inbound and outbound) connections for the ACE Service Installer are allowed for both TCP and UDP.
      •  Does the SCN name include special characters? Only use A-Z and 0-9, with a maximum of 7 characters.

      What should I do if a charging station loses connection to the Smart Charging Network?

      If a single charging station is losing connection to the other charging stations within an SCN, the charging station will fall back to the set SocketSafeCurrent per socket. If this occurs, the Livelog tab in the ACE Service Installer will show an error message as follows: Lost connection with other socket (id: [socket id])!. If this occurs, please check:

      • Is the Ethernet cable in a good condition? Tip: use an Ethernet cable tester to check the condition of your cable. Or test the LAN by pinging the charging stations via the CMD console on the computer.

      What should I do if a charging station or Smart Charging Network loses the connection to an external energy meter or EMS (Modbus TCP/IP)?

      If the connection to a smart energy meter or EMS over Modbus TCP/IP is lost, a charging station or SCN will fall back to the set TotalSafeCurrent for Active Load Balancing. The ACE Service Installer shows the communication status over Modbus TCP/IP under the Live monitoring tab under States as well as the obtained values of the smart energy meter under Currents. If these are all 0 A, there is a communication loss. If this occurs during installation, please check the following:

      • Is the cable between smart energy meter and charging station in a good condition? You may use an Ethernet cable tester to check the condition of your cable. Or test the LAN by pinging the charging stations via the CMD console on the computer.
      • Is the smart energy meter still working correctly? Refer to the documentation of the device to troubleshoot.
      • Is the smart energy meter in the same IP range and subnet as the charging station? Please note that you may need to reboot the charging station after changing the IP address of the charging station. Please make sure your laptop is in the same range as well, otherwise you won’t be able to see the charger in the ACE Service Installer. You might need to disable and enable the network adapter in your laptop as well to make changed settings effective.
      • Can the charging station obtain the data from the smart energy meter? The network must not block the data communication (over port 502).
      • Within an SCN, only one charging station can be connected to the smart energy meter over Modbus TCP/IP. Please, make sure only one of the charging stations is configured to connect to the smart energy meter. If the communication loss occurs after it has functioned properly before with the setup, the physical connection in the cable or connector might have broken or the network’s configuration might have changed.

      What should I do if a charging station or Smart Charging Network loses connection to an external energy meter (P1 Port)?

      If the connection to a (D)SMR meter is lost, a charging station or SCN will fall back to the set TotalSafeCurrent for Active Load Balancing. If this occurs during installation, please check the following:

      • Is the cable between smart energy meter and charging station in a good condition? Tip: use an Ethernet cable tester to check the condition of the cable.
      • Is the smart energy meter still working correctly? Refer to the documentation of the device to troubleshoot.
      • Is the RJ11/RJ12 correctly pinched? Please, make sure the wires are connected ‘straight’ (not twisted) and the RJ11/RJ12 connector is correct and firmly pinched.
      • Is the smart meter using (D)SMR protocol version 4.0 or up? Lower protocol versions do not support Smart Charging. Please, discuss the possibilities to upgrade the smart meter with your distribution system operator.
      • Using a P1 splitter? Please, check whether the connection works without using the P1 splitter. If it works without the splitter, the P1 splitter is likely faulty.
      • The incorrect installation of a P1 range extender/signal converter or splitter may cause a communication loss. Please, refer to the documentation of the device to troubleshoot.

       

      If the communication loss occurs after it has functioned properly before with the setup, the physical connection in the cable or connector might have broken. If the communication loss occurs occasionally, the issue might be caused by a weak P1 signal. Please check the following:

      • Is the RJ11/RJ12 connector still correctly placed in the smart meter? To be sure, unplug the connector and plug back in securely.
      • The P1 signal is only transportable over a 20 meter cable length. A longer distance between smart energy meter and charging station might result in a communication loss.
      • Using a P1 range extender/signal converter? Please, refer to the documentation of the device to troubleshoot.
  • Installation

      How do I install an Alfen charging station?

      Alfen charging stations can be installed in two ways.

      1) On site using the ACE Service Installer.

      Use the Service Installer Setup (for NG platform), which can be downloaded here.

      Under "How do I receive login details for the ACE Service Installer configuration tool?" you can find information for requesting an account.

       

      Instructions for installing the charging station with the ACE Service Installer can be found under "How do I configure charging stations using the ACE Service Installer?".

      2) Remotely via a back office.
       Naturally, a back office needs to be installed for this. A so-called 'standalone' charging station can thus be installed at any location. Instructions for installing your charging station via the back office can be found under "How do I configure charging stations via the back office?".

      How do I control which IP address is assigned to a charging station on the network?

      You can check the IP address of your charging station on the local network (LAN) using the ACE Service Installer. 

      General information about the use of the Service Installer can be found under "How do I configure charging stations using the ACE Service Installer configuration tool?".

      Follow the steps below in the ACE Service Installer to check the IP address:

      1. Go to the 'Connectivity' tab.
      2. In the menu, select the option 'Wired', on the left side.
      3. Make sure that the option 'Advanced Settings' is checked in the top right corner.

      You can now view the IP address of the charging station and fix it if desired (with the option "Fixed IP address").

      How do I receive login details for the ACE Service Installer configuration tool?

      An account for the ACE Service Installer configuration tool can be requested via support.alfen.com.

      This can be done in the following two ways:

      1. Log in to the service portal. Do you not have an account yet? You can create one right now.
      2. Go to 'Configuration tool'.
      3. Go to 'Request for account'.
      4. Request your account. Accounts are personal. This means you cannot create one general account for the entire company.


      Notice!

      It may take up to two business days before you receive your login details. Make sure to request it in time.

      How do I configure charging stations using the ACE Service Installer configuration tool?

      A charging station can be configured locally using a Windows laptop. In order to configure the charging station, you need the ACE Service Installer software. You can download the ACE Service Installer here. Here, you choose the "Service Installer Setup (for NG platform)".

      With the ACE Service Installer, you can configure the charging station if your laptop is connected to the same local network as the charging station. This connection can also be established by connecting a network cable between your laptop and the charging station.

      Make sure the charging station is within the same IP range as the laptop, or otherwise they cannot communicate with each other.

      After logging in to the ACE Service Installer (please refer to "How do I receive login details for the ACE Service Installer configuration tool?" for requesting login details), you can view and change the configuration of the charging station.

      Can I connect a 3 phase charging station to a 1 phase in the meter cupboard?

      Yes, a 3 phase charging station can be connected to a 1 phase without trouble. Make sure that phase 1 of the installation is connected to phase 1 of the charging station. It is not permitted to loop phases 1, 2 and 3 together.  

      In that case, we do advise you to prepare the feeder cable for 3 phases, should you wish to connect the charging station to 3 phases in the future.

      On which power grids do Alfen's charging stations operate?

      Alfen charging stations operate on TT, TN-S, TN-C ALFEN IT systems.


      Notice!
      Charging a vehicle required the correct voltages between the phases and neutral (L-V ≈ 230V). The voltages between the phases cannot be over 400V. It is important that this is taken into account.

      For IT grids, one of the phases can be used to replace the neutral if this is not supplied from the grid. In this situation, charging on 3 phases is no longer possible. 

       

      Also pay attention to the 'StrictPEMeasurement' configuration parameter when setting up the charging station. The value will then be 'True' by default. For IT grids and other power grids without neutral, we advise to set these to 'False'.

      Where can I find the installation manual?

      The most recent installation manuals can be found here. They are displayed as 'Manual' (for instance, 'Manual Eve Single').

      When is it best to connect a charging station wired (LAN) and when via SIM (GPRS)?

      A charging station can be connected to a back office. This connection is made via the internet. The possibilities to connect a charging station to the internet are: wired via a Local Area Network (LAN) or wireless via General Packet Radio Service (GPRS / 2G / 2.5G) connection.

      In the following cases it is advised to connect charging stations wired to the internet:

      • No or poor GPRS network coverage (over -90dBm)
      • Underground parking garage
      • Concrete constructions
      • Remote location
         

      In the following cases it is advised to connect charging stations via GPRS to the internet

      • Charging station cannot be connected to the internet via the available LAN (for instance, due to firewalls).
      • Desired independence from the local internet connection.
         

      Notice!
      In cases in which you are unable to work both options, it is possible to locally connect a LAN network to the internet using a 4G modem/router.

      What is the maximum diameter of the power cables I can connect to a charging station?

      The advised diameter of the power cables that is advised is different for each type of charging station.

      Eve Single:
      Cable gland diameter cable: 14-25mm
      Cable diameter in clamp strip

      • 10mm2 per wire: solid (VD) wire, fixed wire
      • Max. 6mm2 per wire: stranded (VDS) wire, flexible with ferrules
         

      Eve Double:
      Cable gland, diameter cable: 17mm – 25.5mm
      Cable diameter in clamp strip: max. 16 mm2 per wire

      The most up to date information (also about minimal cable width for instance) can be found in the 'Installation manual' of Alfen. These manuals can be found at info@alfen.com/downloads.

      How can I check whether the internet signal of the charging station is sufficient?

      If a charging station with a SIM card is connected via GPRS, it is important that the internet signal on site (in -dBm) is strong enough to maintain a stable internet connection.

       

      You can check the signal strength with the ACE Service Installer.

      You can do this as follows:

      1. Connect charging station to laptop/computer via ethernet (UTP) cable.
      2. Launch Ace Service installer.
      3. Go to the 'Connectivity' tab.
      4. Click on the tab 'GPRS' in the left bar.
      5. Make sure that the 'Advanced Settings' are shown by checking the checkbox in the top right corner.
      6. Read out the actual signal strength at the 'GPRS signal strength'.

       

      As long as the GPRS signal strength is between -45 and -90dBm, the charging station can maintain a stable internet connection.

      If the signal strength is worse (e.g. -100dBm or more), it may not be possible to establish a connection. If it is possible to establish an internet connection, it might be unstable. This will result in intermitted signal loss. 

      The following types of locations may be prone to weak signal strengths:

      • Underground car parks
      • Thick concrete structures
      • Remote locations

       

      In such locations it is recommended to establish a wired internet connection to the charging station (via LAN/Ethernet).

      How can I check in the ACE Service Installer whether the charging station is connected to the back office?

      Follow the steps below to check trough the ACE Service Installer whether the charging station is connected to the back office or not:

      Checking the connection can be done following these steps:

      1. Connect charging station to laptop/computer via ethernet (UTP) cable.
      2. Launch the ACE Service Installer and log in.
      3. Open the 'Live monitoring' tab.
      4. Select 'States' from the menu on the left.
      5. Check the 'OCPP Boot notification state' under 'Generic states'.

       

      What is the status?

      Status

      Explanation

      Next step

      COMPLETED

      The charging station sent a boot notification and the back office responded with 'Accepted'.

      N/A, charging station is online.

      PENDING

      The charging station sent a boot notification and the back office responded with 'Pending'.

      Wait until the back office accepts the boot notification.

      AWAITING_REPLY

      The charging station has not received 'Pending' or 'Accepted/Completed' back from the back office yet.

      Wait for response from the back office.

      NOT_SENT

      The charging station was unable to send boot notification to the back office.

      Check the Internet connection.

      REJECTED

      The charging station sent a boot notification and the back office responded with 'Rejected'.

      Please contact the back office supplier.

       

      Is it possible to charge immediately after installation of a charging station and/or do I need a charge card for this?

      Whether charging can take place immediately after installation depends on the 'authorisation method' set in the charging station. There are two options:

       

      Plug & Charge authorization:

      This applies to a standalone charging station with Plug&Charge factory settings or when the charging point is set to Plug&Charge authorisation during installation.

      Charging can be done immediately after installation is complete. The charging cable can be plugged into a vehicle and the charging process will start automatically.

       

      Note!

      It may not be possible to charge right away when the charging station is also set to communicate with a back office. If the Plug&Charge ID is not set as a valid ID in the back office, the charging station will activate the charging process, but will then receive the command to stop the charging process. The log will show that the ID is 'blocked'. The ID must be made valid in the back office. It is also possible to add a valid card number to a 'Plug&Charge' ID trough the ACE Service Installer. You can find this option under the 'Autorization' tab in the ACE Service Installer. 

       

      RFID authorization:

      When the charging station uses the RFID pass reader, it is necessary to use a charge card before charging can start.

      It depends on the configuration of the charging station whether the charging cards will be accepted immediately:

      • An 'offline' or 'standalone' (without a back office) charging station usually accepts all valid charge cards. Most charging stations receive the factory setting: 'Offline behaviour = accept all cards'.
      • A charging station that is set up to communicate with a back office accepts the passes that are considered valid by the back office. Contact your back office administrator to add your charge card to the valid charge card list.
      • A loading station that uses the 'Master Key' functionality works in a different way. See "How does the 'Master Key' functionality work?".

      What is the maximum length of a cable between charge station and smart meter for Active Load Balancing with P1?

      If you want to use Active Load Balancing, the charging station must be able to communicate adequately with the smart meter. 

      To be able to respond properly to fluctuations in the available power, the ethernet (UTP) cable between the charging station and the smart meter should not be longer than 20 metres. 

      When using an external energy meter with Modbus TCP/IP (such as a Socomec), this maximum distance can be longer. Please refer to the external energy meter manual for more detailed information.

      Is it possible to install an Internet service provider (e.g. KPN) of your choice for a charging station?

      It is not possible to select an Internet service provider of your choice in the charging station itself.

       

      When a charging station connects via the local available network (LAN), the ISP is dependent on the current subscription to the local network.

       

      When a charging station is connected through the mobile network (GPRS), the provider is related to the SIM card. In that case, the choice is made by the provider of the back office system. If you have any questions regarding providers, please contact your back office supplier.

      Can an external antenna be connected to an Alfen charging station?

      It is not possible to install an external antenna to our charging stations. This requires a physical alteration to the charging stations housing. Altering the charging stations housing will void the product warranty.

       

      If the quality of the network on site is insufficient, we recommend supplying a wired internet connection to the charging station. If a wired internet connection is not possible, there is the possibility of installing a GPRS (2G) signal amplifier.

      To discuss the various possibilities at a certain location, you can submit a 'Request for information' ticket via the Alfen Service Portal.

      What should I do if a charging station is not visible in the ACE Service Installer?

      If you cannot find a charging station in the ACE Service Installer, the ethernet connection between your computer and the charging station is not working properly.

      Please note that your laptop's Ethernet adapter must be in the same range as the IP address of the charging station (default 169.254.x.x). Please check the following:

      • Is the Ethernet cable in good condition? You can use an Ethernet cable tester to check the condition of your cable.
      • Is your Ethernet network adapter set to automatically obtain an IP? Right-click on your network adapter in your 'Windows Network and Sharing Centre' and go to its properties. In the Internet Protocol list, select 'Version 4 (TCP/IPv4)' and go to 'Properties'. Make sure that the option 'Obtain an IP address automatically' is selected. This way, the IP address of your laptop's network adapter will automatically be in the same range as the IP address of the charging station via the DHCP server.
      • Is the charging station set to a fixed IP address and, you can't find out which IP it is? We always recommend adding a label (with the IP address on it) to the charging station when you set the charging station to a fixed IP. If the IP address is lost, you can use a network scanner application to search for the charging stations IP address. If you are in a large network and need the charging stations MAC address, reques the FAT report of the charging station from Alfen's Sales Support department via ace.salessupport@alfen.com.
      • Is the Windows Defender Firewall blocking access to the charging station? It is possible that the Windows Defender Firewall blocks the automatic detection of cjargomg stations. Make sure that all incoming and outgoing traffic is allowed for the ACE service installer. Open Windows Defender Firewall, go to 'Advanced Settings' and make sure the connections (Inbound/Outbound) for the ACE Service Installer are allowed.
      • Is another firewall blocking access to the charging station? Allow access for the Ace Service Installer in the firewall. For further support, please contact your IT administrator.

      What thickness should the power cable have if it is over 50 meters long?

      For installation advice, please refer to the installation manual that is shipped with the product in question. Installation manuals can be found in the download section on Alfen's website.

       

      Note!

      Your installation must comply with the standards and regulations of the country the charging station will be installed in. Therefore, always follow the most recent installation guidelines for the country in question.

      What should I take into account when installing a charging station on an IT network or net without “zero”?

      Alfen charging stations support the IT network and networks without “neutral”.

       

      Charging electric vehicles requires the correct voltage levels between the phases (power lines) and the neutral conductor. Vehicles need a voltage of 230V per phase, which means that the following scenario must be present:

      VL1-N = 230V

      VL2-N = 230V

      VL3-N = 230V

      VPE-N = 0V

       

      In a regular TT or TN grid, these voltages must apply. The charging station can monitor the quality of your electricity supply using the 'StrictPEMeasurementEnabled' configuration option. When switched on, the quality of the ground connection is monitored. By default, this option is disabled to enable installation in a grid without neutral conductor.

       

      In the case of an IT network or network without neutral, the above conditions cannot be met.  One of the phases must then be used as an alternative to the neutral line. In this case, three-phase charging is no longer possible.

       

      Notice!

      The phase-to-phase voltage cannot be 400V if one of the phases is connected to the neutral connection of the charging station. This results in an overvoltage error.

       

      Which phase can best be used as an alternative to the neutral line?

      First examine whether the voltage between phase L1, L2 or L3 and the earth conductor (PE) is approximately 0VAC. This is the preferred scenario for charging most vehicles. Possible scenarios are:

      (L1-PE) ≈ 0V, or

      (L2-PE) ≈ 0V, or

      (L3-PE) ≈ 0V

      Whichever L(1/2/3)-PE combination results in ≈ 0V, can be used as an alternative neutral line.

       

      Which phase should I use if I cannot find 0V?

      Then in principle you may select any phase to connect to the N terminal of the charging station. We also recommend the following:

      • Eve Single; use L3 to connect to the N terminal of the charging station.
      • Eve Double; use L2 to connect the N terminal of the charging station.

      The configuration parameter 'StrictPEMeasurementEnabled' must then always remain on 'False'.

       

      Note!

      Alfen charging stations operate on networks without neutral, but when charging you are still dependent on the vehicle. Not all vehicles support this type of grid. In that case it is not possible to charge. If a vehicle refuses to charge, please refer to the vehicle's manual.

      In what situation should I apply a ground pin when installing an Alfen charging station?

      An earth pin is not required in most situations.

      At public charging stations on a TT system an earth pin is required and needs to be struck. The preference here is to keep the resistance value below 100 Ohm. The purpose of the grounding pin is to increase the safety of the installation.

      Has phase rotation been applied in Alfen's charging stations and how does it affect the installation?

      In charging stations with 2 sockets, phase rotation is applied in the left socket (socket 1). The 1st and 3rd phase are switched in the circuit. When a single-phase vehicle is loaded on the left socket (socket 1), the actual power of the 3rd phase is reduced. No phase rotation applies to the right socket (socket 2).

       

      Notice!

      When phases of the power supply cable are twisted in relation to the installation, this also affects this.

      Is it possible to be qualified as an installer for the installation of Alfen products?

      The installation, commissioning and maintenance of Alfen charging stations may only be carried out by a qualified electrician. This qualified technician must meet at least the following requirements:

      • Knowledge of the general and specific rules for safety and accident prevention.
      • Knowledge of the relevant standards and regulations concerning electricity.
      • Has the ability to identify risks and avoid possible dangers.
      • Has taken note of the installation and operating instructions.
      • Complies with the relevant European installation standards for working on low voltage installations (EN 50110-1 and EN 50110-2).
      • Complies with the installation standards for working on low-voltage installations in the country concerned (in the Netherlands, for example, NEN1010 and NEN3140).

       

      To ensure that you, as a qualified electrician, have the right knowledge to correctly install and configure Alfen charging stations, we recommend that you follow the 'Installation' training course at Alfen. Information about the training and possibilities to register can be found on the Alfen website.

       

      Alfen is also working on a training program for 'Preferred Installers'. More information will become available at the end of 2020.

      How can I check whether the meter box on site is suitable for installation of a specific charging station?

      It is important to do a good survey of the location before installing a charging station.

       

      The capacity (in Amps) of the connection and how much of it is still available for the charging station must be carefully examined.

       

      When sufficient capacity is not continuously available, it is often advisable to apply Active Load Balancing.

       

      The installation must comply with local laws and regulations. Pay attention, for example, to the requirements regarding selectivity.

  • Ordering and features

      How do I order extra feature licenses for a charging station?

      It is possible to release additional functionalities (such as active load balancing) on a charging station via the software of the charging station. There are license codes needed for this. License codes are generated per charging station and can be ordered via our webshop or requested via cporders@alfen.com. 

      In order to create a license code, we need the following information from you:

      1. The ID or object number of the charging station.
      2. Which functionalities you would like to order (if possible, provide the article number).
      3. The email address to the license code should be sent.

       

      We aim to send you the license codes within two business days. Unfortunately, it is not possible send license codes as a matter of urgency. 

      Are you not a direct client or reseller of Alfen? In that case, we would like to advise you to contact your reseller or supplier. They can request a license code for you.

      How do I order spare parts?

      It is possible to order separate components (such as casing) of the Alfen charging stations as spare parts.

      If you wish to order a spare part, you can do so by sending a purchase order to cporders@alfen.com.

      If you would like to know which specific parts you can order, please contact your Alfen account manager.

      Can I make changes to an already placed order?

      Unfortunately, an order that has already been placed cannot be changed/cancelled. We would therefore like to ask you to check an order thoroughly before it is sent to Alfen. 

      If you want to change the address or contact details of an order,

      please send an email to cporders@alfen.com. Please state the order number and the old and new address of the changed contact details. 

      We can alter these details up to three working days before the shipping date of your order.

      If you have any further questions, please let us know. You can call us at (+31)36 54 93 402 on business days between 08:30 and 17:00.

      Can I increase the maximum output (in kW) of a charging station?

      It is possible to increase the maximum output (in kW) from 16A to 32A.

      A 1 phase charging station can then be upgraded from 3.7kW to 7.4kW. A 3 phase charging station can then be upgraded from 11kW to 22kW.

      This, however, concerns an additional functionality that needs to be purchased.

       

      You can receive this functionality in the following way:

      1. Request a 32A license code (see "How do I order additional feature licenses for my charging station?")).
      2. Make sure the license code is added online via the back office, or locally via the ACE Service Installer (see “How can I activate a purchase functionality (license) on the charging station?”)).
      3. Adjust the 'StationMaxCurrent' and the 'ConnectorMaxCurrent' to 32A via the back office or the ACE Service Installer.


      Notice!

      It is not possible to convert a 1 phase charging station to a 3 phase charging station. You can only change the amperage of a charging station via the software, not the number of phases.

      What is the delivery time of my order?

      Alfen aims to maintain a delivery time of 7 business days. Driving electrically is highly popular and as a result of this, the delivery times may temporarily deviate. The final delivery date of your order is stated in the order confirmation. 

      For questions about the actual delivery times, please contact Sales Support. They can be reached via ace.salessupport@alfen.com or on business days between 8:30 and 17:00 on (+31)36 54 93 402.

      How can I contact one of the Sales Managers of Alfen Charging Equipment?

      You can submit a contact request for the Sales Managers via ace.salessupport@alfen.com

      or +31365493402. Your details will then be registered and one of the Sales Managers will contact you for a follow-up appointment.

      How do I know when the charging station I sent back to the factory for repair (back-to-base) will be returned ?

      The following procedure applies when you send a charging station to Alfen's factory for repair: 

      • You will receive a message when the charging station is received at Alfen.

       

      • After registration of the charging station an estimate will be made of the possible costs for the repair. This applies when the warranty period of the charging station has expired or when a repair is out of warranty. 

       

      • Once you have agreed to the possible costs, we strive to have the charging station repaired within 5 working days.

       

      After repair, the charging station will be returned to you. You will receive a message with a schedule when the charging station has been picked up by the carrier. It depends on the carrier when you will receive the charging station back.

      What is the status of my order?

      The current status of your order can be found in the webshop. Here you can follow the different steps of the order process.

       

      If the order has not been placed through the webshop, you can send an e-mail to ace.salessupport@alfen.com. You will then be informed by our colleagues about the status of the order.

      Can you inform me about the possibilities of becoming a reseller of Alfen charging stations?

      If you wish to become a reseller of Alfen charging stations, you can submit a contact request for the Sales Managers via ace.salessupport@alfen.com or +31365493402. One of the Sales Managers will then contact you for a follow-up appointment.

      What are the prices of the different Alfen products?

      Depending on whether you act as a reseller or end user, you can find different channels for this.

       

      Reseller:

      For all your questions about the prices and specifications of our products, we advise you to contact your Alfen Sales Manager.

       

      End user:

      For a complete custom quote in- or exclusive installation, we advise you to contact one of our resellers.

      An overview of the different parties that can deliver an Alfen charging station can be found on the Alfen website.

       

      If you have any other questions regarding an Alfen charging station or additional services, please contact Sales Support via ace.salessupport@alfen.com or +31 36 54 93 402.

      Where can I ask a question about the billing of a service call-out?

      If you have a question about an invoice for a service visit, please send an e-mail to ace.serviceinvoicing@alfen.com.

      Your question will be answered within a few working days.

      We thank you in advance for your patience and understanding.

      Where can I ask a question about the invoice of an order?

      If you have a question about an invoice for an order, please send an e-mail to Ar-ace@alfen.com.

      Your question will be answered within a few working days.

      We thank you in advance for your patience and understanding.

      Can I have the fixed cable of a charging station exchanged (e.g. from 5 metres to 8 metres)?

      You may want to exchange the fixed cable on a charging station. For example, so that a vehicle can be parked at a greater distance from the charging station.

      It is possible to have the fixed cable replaced by Alfen.

       

      To do this, you can submit a 'Request for change' ticket via Alfen’s Service Portal.

      Specify explicitly what type of cable you want.

       

      The costs depend on the type of cable to be replaced and the time that the technician will be working on the replacement.

      How can I request an account for the Alfen webshop?

      You can request an account for the Alfen web shop by sending an e-mail to ace.salessupport@alfen.com.

      The account will be created within a few working days, after which you will be informed by e-mail.

      We thank you in advance for your patience and understanding.

      How can I place an order in the Alfen webshop?

      How to place an order in the Alfen web shop is described in the manual 'ACE Web Shop Instructions'.

      This manual can be found on the Alfen website, under the heading 'Charging points EV'.

       

      Notice!

      The webshop (and hence also this manual) is only accessible to resellers.

      As an end user we advise you to contact one of our resellers.

      An overview of the different parties that can offer you an Alfen charging station can also be found on the Alfen website.

      What is the difference between an Eve Double Pro-line with single and double feeder cable?

      The difference between an Eve Double Pro-line with 1 or 2 feeder cables can be described as follows:

      • With a single power cable, the charging station can be powered up to a maximum of 22kW (3x32A). The 'Standard Load Balancing' option makes it possible to charge on 1 socket 22kW until a second vehicle needs to be charged. Then the power will be distributed. Without the option 'Standard Load Balancing' the load will be distributed and 11kW will be delivered per socket.
      • With a double power cable, the charging station can be powered up to 2x22kW (3x64A). It is important to realise that such a charging station must be secured in the installation with two 3x32A circuit breakers.

      Is it possible to customize the colour and design of the cover when placing an order?

      It is possible to adjust the colour of the cover when ordering.

      However, for colours that are not standard in stock, the delivery time of the order will be extended by 10 working days. It is important to mention the specific RAL colour you want when ordering.

      If you would like to have your own design, you can let us know your wishes via CPorders@alfen.com.

       

      If you place an order through the webshop, you can add your wishes in the memo field at the end of the order.

      Can I receive a quote before I place an order in the Alfen webshop?

      Alfen works with standard price agreements and no separate quotations are made.

      You can find your prices including discounts in the webshop.

      If you need advice in making the right configuration you can contact Sales Support via ace.salessupport@alfen.com.

      If you have any questions regarding prices and/or discounts, we advise you to contact your Alfen Sales Manager.

       

      Notice!

      The webshop is only accessible to resellers.

      As end user we advise you to contact one of our resellers.

      An overview of the different parties that can offer you an Alfen charging station can also be found on the Alfen website.

      How do I cancel an ICU Connect subscription?

      If you want to switch to another back office provider, or if you no longer use your charging station, you can cancel your ICU Connect subscription.

      You can do this by creating a 'Request for change' ticket via the Alfen Service Portal.

       

      Please indicate the following:

      • For which charging station the subscription must be terminated.
      • Per when you want to end the subscription.

       

      You will receive a confirmation in the ticket when the subscription is cancelled.