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Smart Splitter Not Switching Correctly - Troubleshooting GuideUpdated 26 minutes ago

When Your Smart Splitter Stops Working Properly

If your Smart Splitter has been working fine but suddenly isn't switching between devices as expected, don't worry - this is often easily resolved. This guide will walk you through systematic troubleshooting steps to get your Smart Splitter working properly again.

Common Switching Issues

Symptoms You May Experience:

  • Primary device finishes but Secondary doesn't start
  • Both outlets trying to run simultaneously (causing breaker trips)
  • Smart Splitter not recognizing when Primary device stops
  • Delayed or inconsistent switching behavior
  • LED indicators showing unexpected colors/patterns

Step-by-Step Troubleshooting

Step 1: Verify Your Charging Settings Haven't Changed

Why This Matters:Even if nothing has physically changed, software updates to your EV or charger can alter amperage settings or charging schedules without your knowledge.

What to Check:

  • Total load calculation: Primary + Secondary must not exceed switching limits
  • 30A circuits: Each device must pull a maximum of 24A for proper switching
  • 50A circuits: Combined load must be 40A or less for simultaneous charging. If the combined load exceeds the switching limit (44A), the Smart Splitter will shut off the Secondary

Common Culprit:

  • Vehicle software updates may reset charging to default (often 32A)
  • Smart charger apps may have updated settings
  • Time-of-use schedules may have changed amperage

Step 2: Perform a Factory Reset

Purpose: Clears any corrupted settings and resets internal relays

Factory Reset Procedure:

  1. Locate your Smart Splitter's circuit breaker
  2. Power cycle EXACTLY 5 times:
    • Turn breaker OFF (wait 4 seconds)
    • Turn breaker ON (wait 4 seconds)
    • Repeat 4 more times (5 total cycles)
  3. Watch for confirmation:
    • LEDs flash RED briefly
    • Return to WHITE
    • You should hear relay clicks

Important: Count carefully - must be exactly 5 cycles for proper reset

Step 3: Update Firmware via WiFi

Why Firmware Matters:

  • Fixes known bugs
  • Improves switching algorithms
  • Enhances compatibility with newer EVs/chargers

How to Check/Update:

  1. Open the NeoCharge app
  2. Confirm your Smart Splitter shows as "Connected"
  3. If not connected:
    • Perform factory reset (Step 2)
    • Look for BLUE flashing LED (pairing mode)
    • Follow in-app connection instructions
  4. Once connected, firmware updates automatically when:
    • No power is being drawn from either outlet
    • Device has been idle for a few minutes

Note: Keep the Smart Splitter connected to WiFi for automatic future updates

Step 4: Test Basic Functionality

Simple Switching Test:

  1. Plug a simple appliance (lamp, fan) into Primary
  2. Plug EV charger into Secondary
  3. Turn on appliance - Secondary should pause
  4. Turn off appliance - Secondary should resume
  5. If this works, issue may be device-specific

Check LED Indicators:

  • WHITE: Normal idle state
  • GREEN: Active power draw
  • YELLOW: Secondary paused by Primary
  • ORANGE: Overcurrent detected
  • RED: Internal fault

Step 5: Advanced Checks

Verify Physical Connections:

  • Ensure Primary (PRI) and Secondary (SEC) aren't reversed
  • Check for loose connections at outlet
  • Confirm mounting bracket isn't causing shorts
  • Look for any signs of overheating or damage

Check for Conflicting Schedules:

  • EV charging schedules
  • Smart charger schedules
  • Time-of-use settings
  • NeoCharge app schedules

Environmental Factors:

  • Recent power outages
  • Electrical work in home
  • New appliances on same circuit
  • Weather-related power fluctuations

When to Contact Support

Escalate to NeoCharge Support If:

  • Factory reset doesn't resolve the issue
  • Firmware is up-to-date but problems persist
  • LED indicators show RED (blinking or solid)
  • Physical damage is visible
  • Switching worked briefly after reset but failed again

Information to Provide Support:

  1. Serial number (found on device label)
  2. When the issue started (specific date if possible)
  3. What changed (new EV, charger, settings, etc.)
  4. LED colors/patterns during the issue
  5. Results of troubleshooting steps

Support Can Check Logs For:

  • Historical switching patterns
  • Overcurrent events
  • Firmware version
  • Connection stability
  • Internal error codes

Preventive Measures

Keep Your Smart Splitter Healthy:

  1. Maintain WiFi connection for automatic updates
  2. Monitor amperage settings after any changes
  3. Check monthly that mounting is secure
  4. Document your settings for future reference

Regular Maintenance:

  • Visual inspection every 3-6 months
  • Ensure adequate ventilation around device
  • Keep the area around outlet clear
  • Test switching periodically

Quick Resolution Checklist

  • Verified amperage settings are within limits
  • Performed factory reset (5 power cycles)
  • Connected to WiFi for firmware updates
  • Tested with simple appliances
  • Checked all physical connections
  • Reviewed LED indicator meanings
  • Gathered info for support (if needed)

Bottom Line

Most switching issues are resolved through the steps above, particularly the factory reset and firmware update. The Smart Splitter is designed to be highly reliable, and when issues occur, they're typically related to settings or temporary software glitches rather than hardware failures.

If you've completed all troubleshooting steps without success, our support team has additional diagnostic tools to identify and resolve the issue quickly. Don't hesitate to reach out - we're here to ensure your Smart Splitter works perfectly for years to come.

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