Remote Diagnostics Are Not Enough

To troubleshoot issues, CPOs rely on remote diagnostics, which allow them to:

✅ Restart the charger remotely ✅ Run a software health check ✅ Update firmware

While these tools are helpful, they don’t provide real insights into on-site issues. Remote restarts don’t fix hardware problems, physical obstructions, or payment failures—they simply reboot the system.

A Real-World Example:

Imagine a charger is showing as “online” in the CPO’s dashboard, but users keep reporting that it’s not working. The CPO runs a remote restart, and the charger appears to come back online. Problem solved? Not really.

👉 The real issue? The payment terminal is broken. While the charger itself works, no one can activate it because the card reader is malfunctioning. Since the CPO doesn’t receive error logs from payment terminals, they have no way of knowing that the issue is unresolved—until frustrated drivers flood customer support with complaints.

This creates a cycle of ineffective troubleshooting:

1️⃣ CPOs assume chargers are working because they appear “online.” 2️⃣ Drivers encounter failures that don’t show up in remote logs. 3️⃣ Customer complaints surge, but issues remain unfixed for days or weeks. 4️⃣ CPOs waste time and money on unnecessary site visits—or worse, do nothing at all.

Without visibility into real-world conditions, CPOs are constantly putting out fires instead of preventing them.