Frequently asked questions

Our Frequently Asked Questions (FAQs) section is designed to help you find quick answers to common inquiries about our services.

I need to add an operator. What should I do?

If you already have a test or production environment, you can create an operator by following the guide operator enrollment.
Please make sure you have admin rights to create an operator as well.

I need production and test environments created for me. How should I proceed?

For the creation of the requested environments, you can send us a service ticket through our support center. Please include your email and specify the kind of environment you wish to be created or contact us at emabler@support.com

My charger is online in one system but offline in eMabler. What could be the issue?

Ensure that you are using the correct OCPP endpoint based on the charger's OCPP version. Otherwise try rebooting the charger or checking the internal logs if the hardware is malfunctioning.

Please check the eMabler Status Page for potential issues.

What could be causing abnormal consumption reports from my charger?

A charger could be reporting false meter values caused by a hardware-related issue, resulting in abnormal consumption. Please try rebooting the charger and if the problem persist, contact your manufacturer's service personnel or the manufacturer of the charger.

Please check the eMabler Status Page for possible downtime.

The charger status is not showing correctly. What should I do?

Verify the configuration settings and make sure that communication otherwise is working as expected. Try rebooting the charger and upgrading to the latest firmware version. If this doesn't help, contact the charger manufacturer's support for further assistance.

Check out more about charger socket states
Check out the guide to troubleshoot problems with chargers
Check out the guide on getting diagnostics from charger

Where can I check the status of eMabler platform systems?

You can check the status of our systems at eMabler Status Page.

How do I update the firmware on my charger?

Please update the firmware using the eMabler UI. Here are the steps to update the firmware

1. On the homepage, click "Chargers."
2. Select the charger you want to update.
3. Click "Actions."
4. Click "Update Firmware."
5. Enter or paste the download URL in the text box.
6. Click "Update Firmware."

If you wish to update the firmware using API, please follow the guide update charger firmware.

What kind of chargers support Dynamic Load Management (DLM)?

Chargers must have smart charging profile functionality to support DLM. Learn more about Dynamic Load Management (DLM)

Smart charging is a method of optimizing charging schedules and power usage to minimize energy costs and ensure on-time vehicle departures.

Can a single charger use a different tariff than other chargers in the same site?

Currently we don't support that out-of-the-box. The tariff is set at site-level and is then applied to all chargers in the site. The workaround is to create a new site with a single charger and set the preferred tariff in there.

Why are some chargers missing information in eMabler UI and API?

If the chargers are missing information like model, sockets or firmware version then the cause is most likely that the charger hasn't yet connected to eMabler platform. The charger will report this information to eMabler platform and we will then show it in eMabler UI and API when it is available for us. If it seems like the charger cannot connect to eMabler platform, please double check that the OCPP endpoint is set correctly on the charger. You can check how to add a charger to our platform from connecting charger to site.

Why can't I create an operator in eMabler UI?

Unfortunately we don’t currently support having an operator with the same email under multiple customers. If this is necessary for you, I would suggest creating (or asking the person in question to create) email aliases and using those to register the same person as the operator to bypass this problem for now.

How is the Success Rate shown in eMabler UI calculated?

Currently, the success rate is calculated by taking all the “preparing status” changes that have happened in the given period of time. Then, we take the number of actual charging transactions in that same period of time and divide these to get the percentage figure. This is a simple indication if you have multiple preparing statuses that will not lead to an actual transaction. However, the percentage will go down if the charger for some reason sends multiple preparing states. The preparing state occurs when the cable is connected to the charger.

Does eMabler have a root certificate? Where can I download it?

Yes, eMabler has a root “DigiCert Global Root G2.crt” certificate and it can be downloaded using the browser. It is the same for every service we have. You can download it by following these instructions using Google Chrome:

1. Open your web broswer and navigate to eMabler UI.
2. Click on the icon in the address bar to the left of the URL.
3. In the dropdown menu that appears, click on "Connection is secure".
4. Click on "Certificate is valid" in the menu that appears.
5. A new window will open showing the certificate information. Click on the "Details" tab in this window.
6. In the "Details" tab, click on the "Export" button.
7. Choose the location where you want to save the certificate file. Ensure the file format is set to .crt and then click "Save".

Where can I find the list of supported chargers?

List of supported chargers can be found from Supported chargers. We are testing new chargers frequently but the list can be missing some of the chargers still.

How can I create OCPI integration?

You can add a new OCPI integration via eMabler UI, you can check the instructions from Managing OCPI integrations.

How can I configure chargers to be 'free to use' in the eMabler UI?

To configure chargers to be “free to use”, please follow the steps below:

1. Click on the Chargers tab located in the left-side menu.

2. In the charger list, find and select the charger you want to configure.

3. Click on the Config tab from the tab menu at the top of the page.

4. Look for a configuration setting labeled “Free Charging,” “Free Vending,” or a similar term (this may vary depending on the manufacturer).

5. Click on the pencil icon next to the free setting to edit it.

6. Then a new dialog box appears and in the dialog box that appears, change the value to “true” .

7. Click Save Configuration to apply the changes.

How frequently should the charging session data be updated for real-time monitoring in OCPI integration?

With the 'Charging period sending interval', you can customize how frequently session changes are communicated. For apps that allow users to track their charging in real-time, a 1-minute update interval is recommended. For less critical monitoring, intervals of 10 to 30 minutes are adequate.

The interval setting also influences the size of the Charge Detail Records (CDRs) generated.

We offer options to enable updates for:

• Push charge detail records (CDRs): Automatically sends CDRs to the third-party system as soon as they're generated on the eMabler platform.
• Push locations: Automatically sends information about new locations (Sites in eMabler) to the third-party system immediately after they're created on the eMabler platform.
• Push sessions: Sessions are automatically pushed to the third-party system as they're initiated on the eMabler platform.
• Push tariffs: Any new tariffs or updates to existing tariffs are automatically communicated to the third-party system as soon as they're created or modified on the eMabler platform.
• Send state of charge: Measurement data from the charger, including the state of charge, is automatically sent to the third-party system as part of session updates. These updates can occur after each measurement or at specified intervals.

These push functionalities ensure that the third-party system is immediately updated with new data, keeping all information current and accurate.

When we integrate with another platform through OCPI, how can we restrict access to specific chargers, drivers, Charge Detail Records (CDRs), and sites for the other platform?

In our system, you have the flexibility to configure OCPI settings on a per-site basis. This means you can decide exactly which sites participate in OCPI. Plus, if there are specific chargers at a site you'd prefer not to include in OCPI, you can easily exclude them. We ensure that Charge Detail Records (CDRs) are linked directly to both the site and the individual chargers, as well as the specific integration used during authorization. As a result, if a site is integrated with two different integrations, the CDR is only sent to the integration that was used for authorization. This mechanism ensures that data between integrations are kept separated, giving you precise control over which data is shared and with whom. Additionally, it's important to note that drivers' data is not transmitted through OCPI.

I can not find solution to my problem

Please use the search function of the Knowledge Portal to try to pinpoint the most useful article for your problem. If that seems unsuccessful, please send us a service ticket through our support center or contact us at emabler@support.com