Guided Diagnosis

Step-by-Step Troubleshooting

Start with the symptom, follow the exact field checks, and separate normal charger behavior from faults that need service. The flow below has been aligned to the latest service guide.

Universal reset procedure: disconnect AC power for 30 seconds, ensure all LEDs are off, then reconnect. Most non-hardware faults should be tried with this once before escalation.

What is the charger doing?

Normal Behaviors That Often Get Mistaken For Faults

Not every unusual-looking behavior is a charger failure. These are common and often expected.

Charge complete restart

Normal

If the charger restarts briefly after reaching full charge, that can be normal maintenance mode topping up self-discharge losses.

Very low current (2-5 A)

Check Pack Voltage

A deeply discharged pack can enter trickle recovery. Low current at the beginning of the cycle is not automatically a fault if pack voltage is extremely low.

Single relay click

Watch Closely

One click at charge start or charge stop is normal. Repeated clicking usually points to pack voltage, BMS state, or activation retry issues.

General Pre-Checks

Before Any Deeper Fault Search

AC socket is energised. Test it with another appliance. AC plug is fully inserted, undamaged, and its pins are clean and straight. DC output connector is fully locked into the vehicle inlet - not just inserted. Both AC and DC cables are free of cuts, kinks, crushing damage, or severe bending. Charger vents are unobstructed and have at least 10 cm clearance on all sides. Ambient temperature is below 45 C. No extension cord is being used, or the cord is correctly rated and within the allowed length. Universal reset has been tried: AC off for 30 seconds, then reconnect.

Do Not Attempt In The Field

Opening, repairing, bypassing, or modifying the charger in the field
Using the charger in rain, direct water flow, or with wet connectors
Using a damaged cable, damaged plug, or cracked enclosure
Using a private generator or unstable AC source
Using the wrong charger or wrong charging profile for the battery
Covering vents or continuing operation during smoke, burning smell, or abnormal sound
More than 3 activation attempts on the same deeply discharged battery

During Activation Mode there is no reverse-polarity protection and no short-circuit protection. Treat polarity verification as mandatory.

When To Contact Support

Escalate Immediately If:

F09 relay fault, F01 PFC internal fault, F03 DC internal fault, or any repeated internal F-series fault
Smoke, burning smell, repeated abnormal sound, or visible housing / cable damage
Activation fails after 3 correct attempts with 30-second AC-off rest between tries
Repeated thermal fault in good ventilation and normal ambient temperature
Battery-side smell, water loss, or evidence of a wrong charging profile

Quick Contact

Service Support service@solterratech.com

Service Head hg@solterratech.com

Technical Support sb@solterratech.com

Sales Support sales@solterratech.com

Business Head skv@solterratech.com

Software Support software@solterratech.com

Standard warranty support is 3 years or 50,000 km, whichever comes first. Replacement timing begins after the faulty unit reaches the Solterra service warehouse and passes root-cause review.

If you contact support, include the charger model, battery voltage, LED pattern, ambient temperature, and exactly which restart or activation steps have already been tried.

Warranty Summary

3 Years / 50,000 km - whichever comes first

Covered	Excluded
Transport damage reported within 5 working days of receipt Damage not caused by misuse or vandalism Manufacturing defects Non-operational charger or hardware failure in normal use	Damaged input/output wires, plugs, or connectors Artificially cut or modified cables Charger opened by unauthorised personnel Shell, PCB, labels, or seals damaged by user Surge damage Reverse polarity connection during Activation Mode Faults outside the warranty period