Ford Charging Station not connecting to the server

[bobh]

For the past four or five days whenever I attempt to connect to the charging station from my phone I receive a message that states the "connection is lost and my charge station wasn't able to connect to the server. You should still be able to charge while we try to reconnect". I have a waited and nothing has happened. The charger works fine. I can charge my car. Change the output of the charger and schedule departure times. I can see past charging history through February 9, when everything stopped. I know from past problems that trying to communicate with Ford is a waste of time. Is anyone else having this problem.

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[RickMachE]

Turn off breaker, wait 30 seconds, turn breaker back on.

 

[bobh]

Do you know that this will work. Have you done it.

 

[generaltso]

Do you know that this will work. Have you done it.

There's never a guarantee that a reboot of anything will work. But it's a good first step.

 

[RickMachE]

Do you know that this will work. Have you done it.

The charger shouldn't lose settings in a power outage. Therefore, a reboot is the logical first step.

No, I haven't done it, because I wouldn't buy any Ford-branded charger that didn't have a defined direct-to-manufacturer support system.

 

[bobh]

There's never a guarantee that a reboot of anything will work. But it's a good first step.

The message is that the server is not responding. The server is in the charging station. I have already reinstalled that station software on my phone. Nothing happened. The charger is working fine, I just cannot retrieve history data and other information from the server that is maintained by Ford. I think I will continue to wait and see.

 

[Maquis]

Mine has done this several times. I basically just charge the car with it and forget about any of the connectivity.

 

[RickMachE]

No, the server would be in Ford's cloud.

 

[ohmslaw]

The message is that the server is not responding. The server is in the charging station. I have already reinstalled that station software on my phone. Nothing happened. The charger is working fine, I just cannot retrieve history data and other information from the server that is maintained by Ford. I think I will continue to wait and see.

No, the server is in the cloud. The EVSE uploads data there and the app downloads from the cloud.

How far is your charge station from a Wi-Fi router? Do you have dual-band Wi-Fi? Are the Ssids the same for both if so?

I had issues with mine until I made sure it connected to the 5GHz band. Been rock solid since.

Like others said a reboot of the charge station and network would be the first step.

 

[macchiaz-o]

For the past four or five days whenever I attempt to connect to the charging station from my phone I receive a message that states the "connection is lost and my charge station wasn't able to connect to the server. You should still be able to charge while we try to reconnect".

Where are you seeing this message? In FordPass or in the Charge Station Setup app?

I've always had great difficulty connecting to the station and doing anything with the setup app. That connection is via Bluetooth. Often when I get it to connect, the app crashes when I try to see the About page that shows version numbers and serial numbers etc.

You might need to get into that app and see if you can verify that the wifi settings on your station are correct.

FordPass though, doesn't communicate directly with the charge station whatsoever. Instead it loads a web view to a Ford server that presents status, configuration, and logs communicated to Ford's servers to/from the station.

Recently, when I've been trying to see Charge Station status in FordPass, I'm occasionally getting the following page load error instead. If I try again, it generally works fine.

 

[bobh]

I see the message on my phone. I have verified the connection to the charging station via my web router that indicates the station is connected. I continue to assume the problem is with the Ford server, although it does not appear t hat anyone else is having this problem.

 

[Maquis]

I see the message on my phone. I have verified the connection to the charging station via my web router that indicates the station is connected. I continue to assume the problem is with the Ford server, although it does not appear t hat anyone else is having this problem.

I see the same thing…see post #7.
Mine worked perfectly for 7 months. It hasn’t been right since September. I just charge the car and don’t worry about the connected stuff.

 

[bobh]

I agree with this.

 

[Boselka]

I have been going through a Whole Ordeal with @Ford Motor Company on our charger that has this exact same issue as pictured below. After 4 phone calls that have taken over 10 total hours of time, I would recommend if you have a good dealer that you have good relationship with and they know their stuff on Electric Cars. You should talk to them. In my case I have a great dealer but in the middle of Texas it is Truck country and this is the first Charging Station they have sold so they did not know what to do.

If the latter is your case you should contact Ford Customer Relationship Center at 800-392-3673. They can take you through some troubleshooting to see if it is the station or if you can get it to reset. In my case, the Bluetooth module is no longer working and I am getting a replacement under warranty.

From my experience depending on who you get you may be put in an transfer loop. I can tell you after multiple calls (as stated above) that you should request NOT to be transferred to any of the following departments, as they will not be able to help you:

• Ford Pass
• Blue Oval Charging Network
• Ford Technical Support
• New Vehicle Marketing
• Homelink (yes I even got transferred to an external company as one agent thought Homelink made the charger).

If you do get an agent from the Customer Relationship Center Felicia R. was SUPER helpful! I don't know if Ford will see this post but if they do she deserves a raise. I talked to about 25 people at Ford that could not help me (through no fault of their own) and kept transferring me. Felicia was the only one that willingly helped go through the documentation to figure out what to do then stayed with me on the call while we talked to other departments to figure it out. I believe the documentation for Ford's Customer Service team on this specific part is lacking. Every agent kept referring back to trying to troubleshoot the vehicle, not the Charger. When the problem is the charger.

 

[Ford Motor Company]

I have been going through a Whole Ordeal with @Ford Motor Company on our charger that has this exact same issue as pictured below. After 4 phone calls that have taken over 10 total hours of time, I would recommend if you have a good dealer that you have good relationship with and they know their stuff on Electric Cars. You should talk to them. In my case I have a great dealer but in the middle of Texas it is Truck country and this is the first Charging Station they have sold so they did not know what to do.

If the latter is your case you should contact Ford Customer Relationship Center at 800-392-3673. They can take you through some troubleshooting to see if it is the station or if you can get it to reset. In my case, the Bluetooth module is no longer working and I am getting a replacement under warranty.

From my experience depending on who you get you may be put in an transfer loop. I can tell you after multiple calls (as stated above) that you should request NOT to be transferred to any of the following departments, as they will not be able to help you:

• Ford Pass
• Blue Oval Charging Network
• Ford Technical Support
• New Vehicle Marketing
• Homelink (yes I even got transferred to an external company as one agent thought Homelink made the charger).

If you do get an agent from the Customer Relationship Center Felicia R. was SUPER helpful! I don't know if Ford will see this post but if they do she deserves a raise. I talked to about 25 people at Ford that could not help me (through no fault of their own) and kept transferring me. Felicia was the only one that willingly helped go through the documentation to figure out what to do then stayed with me on the call while we talked to other departments to figure it out. I believe the documentation for Ford's Customer Service team on this specific part is lacking. Every agent kept referring back to trying to troubleshoot the vehicle, not the Charger. When the problem is the charger.

Hi there! Will you send us a private message with your VIN and dealership info? I can look into things on my end. Thank you!

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