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Sun Country offers the most durable and reliable charging stations on the market.
Is the “thunk” or “click” noise I hear when I first connect the EVSE to my car normal?
Yes, it is. It is the sound of the contactor (switch) pulling in to allow power to flow to the car.
When EVSE has a fault (any red fault light(s) illuminated) will this harm my EV or EVSE?
A fault light on the EVSE indicate that the EVSE encountered a fault condition and as a result has prevented any power transfer to the vehicle. This is not harmful to either the EV or the EVSE, but if the lights do not stop after resetting it could mean something is wrong with the supply power or internally with the EVSE. It is recommended to contact Sun Country technical support if a fault does not clear after resetting the station and connection to the vehicle.
Do I use/connect the Neutral line on/to EVSE?
Sun Country Level 2 (208 to 240V) Charging Stations (EVSEs) does not require a connection to Neutral, however some 240V receptacles (outlets) do require a Neutral connection. Depending on the plug style selected for the Level 2(240V) EVSE local code may require a neutral be run to the receptacle (outlet).
Sun Country recommends using local licensed electricians for all installations to ensure all local and national electric code requirements are followed.
What does the Power Fault light mean?
It actually refers to the relationship to Ground. If on all the time, check you ground connections and verify that neutral and ground are connected at the main service (breaker) panel. If the Power fault is intermittent, note the time of day and household activity (what appliances were being used) when the Power fault comes on, in some rare cases interference caused by other appliances can cause an erroneous power fault. When investigating service wiring Sun Country recommends consulting a local licensed electrician.
There is no Power light on my EVSE and it won’t charge my car.
Reset your circuit breaker. Check to see if the Power light has come back on. If not, verify that you are getting 120Vac in relation to Ground on L1 and L2 (hot lines). Verify that you are seeing 240Vac between L1 and L2. If the breaker is set and the voltages are present, call Sun Country for Tech Support.
When investigating service wiring Sun Country recommends consulting a local licensed electrician.
I have 4 wires present in my plug outlet or junction box. There are only three wires coming out of the station. Which one is extra?
Sun Country Level 2 (208 to 240V) products do not use the neutral line. We monitor the neutral line via its connection to ground at the main service (breaker) panel. If you have a neutral line coming into your junction box, it should be safely capped off per local code requirements. If your plug outlet already has neutral connected, there is no need to change anything. For plug-in EVSE, Sun Country terminates the Neutral connection inside the EVSE.
My connector is stuck in my car.
Our friends at Clipper Creek made a short video to show you how to easily resolve this.
If the above didn’t solve your issue, most issues are easily resolved over the phone. Please call us with any questions or concerns, we will be happy to help.
(866) 467-6920 (ext 3)
We are available Monday to Friday, 9 a.m. – 4 p.m. CST
You can also Contact Us.
What information should I have on hand before calling for Technical Support?
Please have the following ready:
- The unit serial number – this information can be found on the silver label on the side or back of the product
- The unit configuration or part number – this information can be found on the silver label on the side or back of the product
- Description of the problem:
- If there are red fault lights being displayed, which one(s)? Are they blinking?
- If a fault light is observed, and it is blinking, how many blinks do you count? The fault light(s) will blink a number of times (1 to 5 times) and then pause for 2 or 3 seconds and then repeat the blinking sequence. The blinks correlate to a fault code that will assist the technical support team in resolving the issue.