E011 is displayed; the charger cannot connect to the back-office or app, and remote control features fail.

Safety first: Network troubleshooting does not usually require power isolation, but isolate power if you open the charger enclosure.

• Step 1 – Check physical connection: Verify that the Ethernet cable is firmly plugged into both the charger and the router/switch. Inspect it for visible damage.
• Step 2 – Test cable: Use a known-good Ethernet cable or test the existing cable with a cable tester.
• Step 3 – Verify router settings: Ensure the router provides DHCP or that the static IP configured in the Alfen charger is correct (IP, subnet, gateway, DNS).
• Step 4 – Ping test: From a PC on the same network, attempt to ping the charger’s IP address. If unreachable, recheck the network settings in the charger via the local interface.
• Step 5 – Check firewall/outbound rules: Confirm that outbound ports required by Alfen’s back-office are not blocked by the router or firewall.
• When to call a technician: If the local network is fine but E011 persists, the Ethernet interface on the communication board may be faulty and require replacement.