Troubleshooting Form

1

Have you utilized the Diagnose link on the Tesla app to troubleshoot?Click Diagnose to enter Tesla Troubleshooting

YESNO

2

If unsuccessful, please provide the Serial number of the wall connector (indicated by prefix TSN or SN) in the next slide

3

If unsuccessful, please provide the Serial number of the wall connector (indicated by prefix TSN or SN)

4

Stall number and site address of the wall connector (if no stall number on site, please provide a reference)

5

Description of the error/issue

6

Screenshots of the Tesla app during/showing the error

Drag and drop files here

Select files to upload

Max. file size: 10.6MB

7

LED color of the Tesla Wall Connector during the error

There is no LED color

Blue

Green

Red

8

What type of EV are you trying to charge?

9

Have you set up your Tesla account to pay for your charging session?

YESNO

10

If you are a Tesla driver charging on the J1772 wall connector (black faceplate), did you use the Charge your non-Tesla on the app while attempting to charge?TPN: 1509549-02-B

YESNO

11

Is your phone connected to WIFI or have adequate cell reception?

YESNO

12

If you are inquiring about a stopped charging session, did your car run a software update during the charging session?

Yes it ran an update

No it did not run an update

I am not inquiring about this

Type option 4

13

If you are inquiring about a lower charging rate than previous sessions, did you check the charging speed after 30 minutes into the session?(Often after a longer drive, the Tesla wall connector will not charge at the max rate to allow for cooling). Also note, the wall connectors are on a load management system, sharing anywhere from 32A-48A between wall connectors in your area of the garage. If 4 cars are charging at the same time that are in the same power sharing group, then they will each receive 25% of the maximum electrical draw. Once a car is finished, even if it is plugged in, the smart system will re-allocate that power to the remaining cars that are still charging. This is likely the reason for a reduced charging speed at times.

Yes it is still low after 30 minutes

No I did not check

14

Did you attempt to charge at a different wall connector at your property? If so, were you successful?

No I did not attempt to charge on another wall connector

Yes, I attempted to charge and was successful

Yes, I attempted to charge and was unsuccessful

15

Name

First Name

Last Name

16

Email

example@example.com

17

Phone Number

Please enter a valid phone number.

18

Please provide any additional information here: