Troubleshooting
Below are the basic troubleshooting instructions. For more detailed troubleshooting,
please visit
www.bppulse.co.uk/pulse-home-support
.
If there is any sign of damage to the unit or it looks unsafe in any way, power it down
immediately via the distribution board (see page 18) and contact our customer care
team on
0330 016 5126
or visit the contact page at
www.bppulse.co.uk
Cable will not lock
Check the plug of the cable to make sure it is not damaged.
For socketed unit, check the socket on the charger to ensure
there is no damage or blockage.
Ensure that the vehicle is in the correct mode for charging.
Refer to vehicle user manual.
Make sure that the charger is in the correct status for charging.
(See page 10 of this manual).
Release the charging cable from your vehicle and wait approximately
20 seconds for it to reset. Then go through the ‘starting a charge’
process again.
Reset the unit – press and hold the Function button
for 10 seconds and release.
If resetting the charger does not release the cable, power down
the charger via the distribution board (please see Resetting your
pulse home charger via distribution page 16)
Ensure that the vehicle is in the correct mode to
be charged refer to vehicle user manual.
In this instance you may need to use the vehicles scheduling
capacity rather than the chargers.
We also recommend you use either the vehicle or the charger
to schedule charging but not both at the same time.
Car is not receiving
a charge
Ensure that the vehicle is in the correct mode for charging.
Refer to vehicle user manual.
Release the charging cable from your vehicle and wait 20 seconds
for it to reset. Then go through the ‘starting a charge’ process again.
Make sure that the charger is in the correct status for charging.
(See page 10 of this manual).
Check the plug of the cable to make sure it is not damaged.
For socketed units, check the socket on the charger to ensure
there is no damage or blockage.
The cable will
not disconnect
from the vehicle for
tethered units
Not all vehicles are
compatible with
scheduled charging
from the charger
Check that your mobile device has internet connection.
Check the FAQs section in the app for more information.
Check App settings to ensure you are connecting to the correct
charger via the settings section on the App.
Reset your pulse home by pressing and holding down the
Function button for 10 seconds before releasing. The pulse home
may take up to 10 minutes to re-connect to your home WiFi.
The app will not
connect to my
pulse home
Check your home WiFi router to ensure network is still available.
Reset your pulse home by pressing and holding down the Function
button for 10 seconds before releasing. The pulse home may take up
to 10 minutes to re-connect to your home WiFi.
Loss of internet
connection
pulse home User Guide
17