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How do I request the logfiles?

Understanding the diagnostics of a charge point

Written by Gina ter Heide

How to retrieve log files

Follow these steps to retrieve log files from your device:

  1. Access diagnostics

    • Click on diagnostics in the menu.

  2. Request the log files

    • Select the request diagnostics button.

    • A command will be sent to retrieve the log files.

Checking the status of your request

To monitor the progress of your log file request:

  1. Open commands

    • Go to the commands section.

  2. Review notifications

    • Look for the status update under DiagnosticsStatusNotification.

    • Filter specifically on DiagnosticsStatusNotification (for details on filtering, refer to the FAQ on filtering commands).

  3. Understand the status updates

    • There are three possible statuses:

      • Uploading: the files are being uploaded.

      • Uploaded: the files have been successfully uploaded.

      • Upload Failed: the upload process encountered an issue.

What to do if Upload Failed

If you receive an Upload Failed status, try the following steps:

  1. Reset the charging station and try again — perform a reboot of the station, then re-request the diagnostics.

  2. Try a firmware update — an outdated firmware version can cause upload failures. Refer to the FAQ on upgrading charge point firmware, then try requesting the diagnostics again.

  3. Try again when no one is using the station — active charging sessions can interfere with the upload. Wait until the station is idle and retry.

  4. Contact the manufacturer or visit the location — if the above steps do not resolve the issue, reach out to the manufacturer's technical support or send someone to the location to investigate on-site.

Downloading the log files

Once the files are uploaded, follow these steps to download them:

  1. Navigate to the diagnostics tab.

  2. Open the device diagnostics section.

  3. Download the log files.

Additional notes

  • The diagnostics will be uploaded as a binary file.

  • You can rename the file to match the manufacturer’s prescribed format.

  • If needed, share the file with the manufacturer’s technical support team for detailed analysis.

Retrieving diagnostics for a specific time

If you want diagnostics for a specific time period, refer to the FAQ on retrieving time-specific diagnostics.

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