Troubleshooting a Gen 3 Wall Connector

Gen 3 Wall Connectors can be identified by the part number on the side label, which will be displayed as TPN: 1457768-##-#. Customers should take a photo of the side label for their records.

To troubleshoot your Gen 3 Wall Connector, you will need the Quickstart Guide, your smartphone and access to the Wall Connector.



Troubleshooting Process

Step 1: Click on the Diagnose button below if your Wall Connector is experiencing a problem.

Step 2: You will be asked to log in to your Tesla Account and complete a few preliminary troubleshooting steps.

Step 3: If your issue still isn't resolved, we'll connect you with a technical support agent.

Diagnose

Connecting a Wall Connector to Wi-Fi

Gen 3 Wall Connectors automatically receive firmware updates when connected to Wi-Fi. The first step for all troubleshooting is to ensure a Gen 3 Wall Connector is connected to local Wi-Fi so that it can download the most recent firmware for the best performance and latest features.


Step 1: Prompt Wall Connector to broadcast its Wi-Fi signal.

Press and hold the cable handle button for five seconds to prompt Wall Connector to broadcast it’s Wi-Fi signal.


Step 2: Ensure Wall Connector is broadcasting.

When energized or the cable handle button is held down for five seconds, the Wall Connector will display a glowing green LED and broadcast its own Wi-Fi access point for 15 minutes.


Step 3: Using your phone, find and select the Wall Connector's Wi-Fi network.

Find and select the Wall Connector’s Wi-Fi named TeslaWallConnector_XXXXXX to connect your phone, tablet or laptop to the Wall Connector.

If the Wall Connector network is not displayed, flip the circuit breaker for the Wall Connector from 'on' to 'off,' then back to 'on' again.

Note: If the device being used gives an alert that the Wi-Fi is not connected to the internet, this is OK. Continue by staying connected to the Wall Connector’s Wi-Fi. If the device automatically reverts to a known Wi-Fi connection, it may be necessary to turn on Airplane mode or delete the home network from the device until commissioning is complete.


Step 4: Connect to the Wall Connector's Wi-Fi.

Enter the 12 digit password on the front of the Wall Connector Quick Start Guide to connect your phone or other device to the Wall Connector.


Step 5: Scan the QR code with your phone camera or enter the IP address below into any web browser.

While connected to the Wall Connector Wi- Fi, scan the above QR Code with your phone camera or enter IP address http://192.168.92.1 into your web browser to set up the Wall Connector, including connecting it to your local Wi-Fi.

Note: If the front page of the wizard fails to load, amend the URL to http://192.169.92.1/wifi and tap the back button at the bottom to return to the front page of the commissioning wizard. Repeat if necessary.


Step 6: Connect to your Wi-Fi to complete the set up of your Wall Connector.

Now select your home Wi-Fi. You’ll be prompted to enter your password. Once connected to your home Wi-Fi, a confirmation will appear that your Wall Connector has been successfully set up and is ready to charge.

Note: Wall Connector supports 2.4 GHz Wi-Fi. Wall Connector does not currently support 5.0 GHz.

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Offline Firmware Updates

The best way to keep a Wall Connector up-to-date is to connect to local Wi-Fi. If this is not possible, firmware updates can be manually installed by following the steps below:

Step 1: Download the firmware file.

Save the file locally on the device you will be using to connect to the Wall Connector. We recommend using a laptop, smartphone or tablet. Download below:

Firmware 22.33.1


Step 2: Connect to the Wall Connector Wi-Fi access point.

Follow the standard commissioning instructions to connect to the Wall Connector Wi-Fi access point. Network name (SSID) and password (WPA2) details can be found on the Quickstart guide that came with the Wall Connector.

If the Quickstart guide is unavailable, contact Customer Support with proof of purchase and serial number for assistance.


Step 3: Navigate to update page.

After connecting to the Wall Connector access point, use a web browser to navigate to http://192.168.92.1/update or http://192.168.92.1/service.


Step 4: Install the firmware file.

Select 'choose file' and then upload the Wall Connector firmware file. Click 'upload' and wait for up to one minute.


Step 5: Confirm the firmware update.

A message of 'success' will be displayed if the manual firmware update is successful. The Wall Connector may reboot.

If a 'failure' message appears, power cycle the Wall Connector by turning the circuit breaker off and back on again and then try uploading the firmware update again.

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Additional Resources


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