How do I retrieve the logging information of a charging station?
This step-by-step guide will help you to get a logfile from an Alfen charger.
The logging (diagnostics) of a charging station can be added to your service ticket so our technical support department can analyze it.
The logging can be obtained in three ways:
The logging can be obtained in three ways:
On site using the ACE Service Installer.
To do so, use the Service Installer Setup. This program 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.
Under "How do I receive login details for the ACE Service Installer configuration tool?" you can find information for requesting an account.
- Go to the 'Logging' tab in the ACE Service Installer
- Click on 'Save the log to a file'.
- 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.
- Save the .txt file on your computer. You can then add this to your ticket.
On site using the Alfen MyEve app.
For this you will need to have the Alfen MyEve app installed on your device.
The app is available for Windows (Mobile only), Apple and Android devices from the respective appstores.
The app is available for Windows (Mobile only), Apple and Android devices from the respective appstores.
Once the app is installed and connected to the charger, please go to the Advanced-tab and select ‘Logs’ and then 'Export Logs' from the menu.
There set the end-date and press the 'Start fetching' button followed by the Export button to download the diagnostics to your device.
There set the end-date and press the 'Start fetching' button followed by the Export button to download the diagnostics to your device.
Remotely via the back office
When the charger is connected to a back office, the logging can also be obtained remotely.
Of course the charger needs to be online in the back office for this to work.
Of course the charger needs to be online in the back office for this to work.
The exact operation and terminology used differ per back office used.
Below example show how to do this in the ICU Connect back office.
Below example show how to do this in the ICU Connect back office.
- Search for the charger in the back office.
- Click on the ‘Diagnostics’ tab and enter the desired start and end date/time and click the ‘Get Diagnostics’ button.
Note that it can take some time to transfer the diagnostics from the charger to the back office, especially when a longer timeframe is requested.
- The charging station sends an .aes file, which you can download and added to the service ticket.
This file is encrypted, but can be accessed by Alfen.
Encryption is used because the data is transmitted over the internet and may contain sensitive data of charge sessions.