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Documentation Index

Fetch the complete documentation index at: https://developers.telluspowergroup.com/llms.txt

Use this file to discover all available pages before exploring further.

Runbooks are written by the Tellus tech team based on accumulated field experience. Each runbook captures tribal knowledge — what to check, in what order, and when to escalate — so a first responder can resolve an incident without recreating the diagnostic path from scratch.
These runbooks are designed to be actionable by partner tech teams as well as Tellus’s own field engineers. Most assume access to the Open Platform API for live telemetry; where on-site presence is required, that’s flagged explicitly.

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Charger faulting on power-up

Applicable models: TP-DC180, TP-DC360 (DC fast and ultra-fast units). For AC chargers, use the AC variant of this runbook. Symptom: Charger fails to reach online state after a power cycle, or transitions briefly to online and then to fault.
1

Verify supply power

Confirm the charger is receiving correctly-phased AC supply. For three-phase units, all three phases must be present and balanced within ±5%.
  • Auto-verify: Check the most recent telemetry frame; if voltage reads within nominal envelope, this step is verified.
  • On-site: Multimeter at the cabinet input terminals.
2

Check fault event log

Pull the most recent 10 fault events for the affected device via GET /v1/operator/devices/{device_id} (events tab). The pattern of codes is the diagnostic signal.
  • A single F-0411 (power module communication timeout): proceed to step 3.
  • A cluster of F-0421 (contactor failed to engage): jump to step 5 — likely firmware.
  • F-0204 (cabinet over-temp) on power-up: cooling-system issue; pause and investigate F-0204 runbook.
  • Any V2G code (F-0701, F-0702): see V2G runbook below.
3

Verify firmware version

Compare the charger’s firmware_version against the latest stable build for its model.
  • TP-DC180 latest: 3.1.0
  • TP-DC360 latest: 4.0.0 (or 4.1.0 if you’ve upgraded for V2G fixes)
If firmware is more than two minor versions behind, schedule an upgrade via the Firmware section of the API Reference.
4

Issue a controlled reboot

Use the proposed reboot command (see Proposed extensions) to issue a soft reboot. If the command isn’t yet implemented in your environment, an on-site engineer can power-cycle the unit.
  • Wait 90 seconds for the charger to complete its boot sequence.
  • Confirm last_heartbeat is fresh (less than 60 seconds ago) and status is online.
5

Firmware-cluster check

If F-0421 was prominent in step 2, query the broader fleet for the same code over the last 7 days. If multiple chargers across distinct sites show the same fault on the same firmware version, the issue is firmware-related, not hardware.
  • Resolution: roll out the latest stable build to the affected firmware cohort. Don’t replace contactors.
  • Reference: F-0421 known issue affects 3.0.0–3.0.2.
6

Escalate to on-site engineer

If steps 1–5 don’t resolve the fault, dispatch an on-site engineer with:
  • The fault event log from step 2
  • The firmware version
  • Any thermal anomalies from concurrent telemetry
  • Mark the incident “Escalated to L2” via your operations console
Mark resolved or escalate.

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Connector stuck in Preparing state

Applicable models: All. Most common on AC wallboxes (TP-AC22) and DC fast (TP-DC60, TP-DC180). Symptom: Plug-in event registers, but the connector never transitions from state: "preparing" to state: "charging". Vehicle reports “waiting” or “ready to charge” indefinitely.
1

Check vehicle handshake

The Preparing state covers the connector authentication and ISO 15118 handshake. A stall here is most often vehicle-side.
  • Ask the driver (or check via partner CPMS) whether the vehicle is reporting any fault on its dashboard.
  • If multiple vehicles fail at the same charger, the issue is charger-side; proceed to step 2.
  • If one vehicle fails across multiple chargers, the issue is vehicle-side; not a Tellus issue.
2

Verify RFID / authentication

If the partner CPMS uses RFID or app-based authentication, confirm the auth message reached the charger. Telemetry should show an authentication-success event before the Preparing state begins.
  • Auto-verify: Look for an event_type: "auth_ok" event prior to the stuck state.
  • If absent, the issue is in the auth path — escalate to the partner CPMS team.
3

Check connector state cycling

A common cause is intermittent contactor feedback during the close sequence — see F-0421.
  • Issue a remote stop and then start via the API.
  • If the second attempt succeeds, the issue is intermittent — schedule monitoring; if it recurs three times within 7 days, escalate.
4

Inspect physical connector

On-site only:
  • Visually inspect the connector pins for debris, oxidation, or pin damage.
  • Test latch engagement — a worn latch may not register the locked state required to begin charging.
  • Wipe the connector contacts with isopropyl alcohol and a lint-free cloth.
5

Reset the connector

Use the reset_connector command (proposed — see Proposed extensions) or via on-site power-cycle.If still stuck after reset and physical inspection passes, escalate to L2 with:
  • Fault event log
  • Vehicle make/model that triggered the issue
  • Charger firmware version
  • Photos of the connector pins
Mark resolved or escalate.

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V2G discharge initiated but power not flowing

Applicable models: V2G-capable chargers only (TP-DC180 V2G variant, TP-DC360 V2G). Symptom: A discharge command was issued via POST /v1/operator/devices/{id}/connectors/{c}/discharge and accepted (returned command_id, status queued), but the connector never transitions to state: "discharging" and no negative power is observed.
1

Verify command acceptance reached the charger

Query GET /v1/operator/commands/{command_id} to confirm the charger acknowledged the command.
  • queued → not yet delivered to the charger; check connectivity (F-0301 / F-0302).
  • accepted → delivered, charger is processing.
  • failed → command rejected; inspect the result payload for the rejection reason.
2

Verify vehicle V2G eligibility

Even with an accepted command, the vehicle’s BMS must agree to discharge.
  • Confirm the connected vehicle is on the partner’s V2G-eligibility list (model + firmware version).
  • Check vehicle SOC is above the discharge floor (typically 20%).
  • If F-0702 (BMS refused discharge) appears in the event log, this is the answer — see F-0702 in the fault dictionary.
3

Check inverter sync

The bidirectional inverter must achieve grid synchronisation before power can flow.
  • Look for F-0701 (V2G inverter sync lost) in the event log.
  • If present, see F-0701 — this is typically grid-side or firmware-side.
  • Auto-verify: Inverter sync status (proposed telemetry field) should read synced before discharge initiates.
4

Verify ISO 15118-20 negotiation

V2G discharge requires ISO 15118-20 — the older 15118-2 standard does not support bidirectional flow. Negotiation failures appear as faults.
  • Confirm the charger’s firmware advertises ISO 15118-20 (260420.0107+).
  • If the vehicle reports negotiation failure, check vehicle firmware version against partner documentation.
  • Some Stellantis / Free2move DrossOne vehicles require charger firmware 4.1.0+; older firmware fails negotiation silently.
5

Test with a known-good vehicle

If the issue persists and is isolated to one charger:
  • Test with a known-good V2G-eligible vehicle if available.
  • If known-good test passes, the original issue is vehicle-side.
  • If known-good test fails, escalate to L2 with the full discharge attempt sequence.
6

Escalate

For persistent issues affecting V2G specifically:
  • Capture the full event sequence from command issuance through fault.
  • Capture inverter telemetry for the 60 seconds preceding the failure.
  • Note the vehicle make/model/firmware version.
  • Escalate to L2 with all of the above and reference this runbook.
Mark resolved or escalate.

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Reporting new patterns

If you encounter a recurring diagnostic situation not covered by these runbooks, please share with the Tellus tech team via support@telluspowergroup.com. Include the symptom, the diagnostic steps you took, and the resolution. We add new runbooks as patterns surface in the field, and your contribution helps every other partner.