Views:
What should I do if a charging station is not visible in the ACE Service Installer?
 
This troubleshooting guide will help you in case the connected charger does not appear 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:
  • Are you connecting to a charger of our NG-series?
    The ACE Service Installer can only be used to connect to our recent chargers (produced after mid 2017)
    You can not use the program with chargers that are produced prior to this date.
  • 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.

    We have created a dedicated page to assist putting your laptop in the same IP-range as your charging station.
    Please see 'How do I adjust the IP-settings on my laptop in case the IP-range of my laptop and the charger do not match?' for this.
     
  • 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, request the FAT report via an administrative request on our portal.
     
  • Is the Windows Defender Firewall blocking access to the charging station?
    It is possible that the Windows Defender Firewall blocks the automatic detection of charging 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.
    More information can be found in this article.
     
  • 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.
Keywords: ACE, Installer, Charger, Invisible, Not Found, Not Visible, Appear