Answer
In rare situations, you may see one of a range of error messages in your Hive App. When you see one of these error messages, you will be able to troubleshoot the problem directly from within the Hive App by following the onscreen prompts.
No Internet Connection
Issue: Your mobile device is not connected to the internet.
Solution: Reconnect your mobile device to the internet. If you are unable to do this, your unit will charge according to any schedules set within the app. Just plug your charging cable in prior to your designated ‘start’ time, and your vehicle will charge as normal. When the charger is back online, your transaction data will be viewable within the ‘Charging History’ section.
Cannot Reach Server
Issue: There is an issue with Hive’s servers.
Solution: The Hive servers are unavailable. Please try again soon. You can still charge your EV manually, and if the issue persists, please contact us.
Charger Fault
Issue: There is a physical issue with the charger.
Solution:
- Unplug your charger cable (from both ends if it is untethered) and then plug it back in.
- If this does not resolve the issue, please reboot your charger from the matt:e device.
- If this step does not work, please contact us or book an engineer.
Charger Offline
Issue: The charger is currently offline, and Hive is unable to reach it.
Solution:
- Reboot your charger from the matt:e device.
- If the issue still persists, you can contact us. In the meantime, if your charger still has power, you can still charge your EV manually without the app.
Charger Unavailable
Issue: The charger is currently updating.
Solution: The charger is performing an update. Please check again later, and if the error still persists, please contact us.
Feel free to reach out if you have any further questions or need additional assistance!