No Power to One or Both Sides of Smart SplitterUpdated 2 hours ago

Quick Diagnostics

If one or both outlets on your Smart Splitter have no power, follow these steps in order:

Step 1: Check the SEC (Secondary) Side

If the SEC outlet has no power:

1. Check app schedules
   • Open the NeoCharge app
   • Go to your Smart Splitter settings
   • Look for any active schedules
   • Disable all schedules temporarily to test
2. Check external schedules
   • Your EV may have scheduled charging enabled
   • Your EVSE may have its own schedule settings
   • Temporarily disable these to isolate the issue
3. Verify time settings
   • Ensure your Smart Splitter has the correct time zone
   • Check that current time matches your location

Step 2: Perform the Swap Test

This quickly identifies if it's an outlet issue or equipment issue:

1. Unplug both devices from the Smart Splitter
2. Swap the plugs - Put the PRI device in SEC outlet and vice versa
3. Test both outlets again

Interpreting swap test results:

• Same outlet still dead → Outlet-specific issue, likely hardware
• Problem follows the device → Issue with that specific device/charger
• Both work after swap → May have been a connection issue

Step 3: Test Basic Functionality

1. Try a simple device like a lamp in each outlet
2. Check the LED indicatorson the Smart Splitter
   • Green = Power available
   • Red = Power limited/managed
   • No light = Check main power supply

Step 4: Power Cycle the System

1. Turn off the circuit breaker for 30 seconds
2. Turn breaker back on
3. Wait 2 minutes for Smart Splitter to fully boot
4. Test outlets again

Step 5: Check Input Power

Ensure the Smart Splitter itself is receiving power:

1. Check your electrical panel - Breaker should be ON
2. Verify inlet connection if using plug-in model
3. Check for tripped GFCI if applicable
4. Test voltage at input with multimeter if available

When to Contact Support

Contact support for a warranty replacement if:

• Swap test confirms one outlet is dead
• Both outlets have no power but input power is confirmed
• Power cycling doesn't resolve the issue
• You're within the warranty period

Information to have ready:

• Serial number of your Smart Splitter
• Which outlet is affected (PRI, SEC, or both)
• Results of swap test
• Any error messages in the app
• Purchase date for warranty verification

Common Causes and Solutions

1SymptomLikely CauseSolutionSEC has no power during certain hoursSchedule is activeDisable schedules in app and external devicesBoth outlets deadInput power issueCheck breaker and connectionsOne outlet always deadHardware failureContact support for replacementIntermittent powerLoose connectionEnsure plugs are fully seatedPower cuts off during useOverload protectionReduce total load or check calibration