Autel

Autel — field brand hub

Autel tickets here center on MaxiCharger DC—often dual-port with CCS and/or NACS. Isolation, NACS latch, power-stage overtemp, and “app start fails while OCPP looks fine” dominate. The recurring mistake is blaming the power stage for auth mapping or a NACS mechanical latch problem. Name the port (CCS vs NACS) and whether the failure is app-only before you LOTO.

When this OEM shows up / cabinet vs dispenser

MaxiCharger DC presents as a DC cabinet/dispenser package. Ownership:

Port / cable side: Isolation at CableCheck, NACS latch/tongue, thermal at the handle after high-power sessions.

Power stage side: Overtemp / derate with airflow or cooling evidence—not app errors.

App / auth side: Mobile start fails while local RFID/OCPP Authorize path may still work—or OCPP is healthy and the app token map is wrong.

Always record which port faulted. Dual-port units fail differently per connector. See /guides/nacs-field-notes when NACS or adapters are in the path.

How faults typically present

HMI

• MaxiCharger screen codes (AUT-MC-*).
• Latch / lock fail on NACS while CCS peer may still start.
• Thermal derate banners before hard Faulted.

OCPP / Autel Charge / app

• Faulted at CableCheck with vendor strings—log verbatim.
• App start fail with Heartbeat OK and local start OK → auth mapping, not HV.
• Use /guides/ocpp-faulted-triage for Faulted without clear mechanical cause.
• Authorize rejects: /entries/protocol-ocpp-f03-authorize-rejected-invalid-idtag.

Physical cues

• Bent NACS latch tongue, debris/ice, hot handle after stacked sessions, wet CCS cable after wash-down, adapter in path (say it early).

Ranked common failure patterns

1. MaxiCharger isolation — Moisture or cable IR before power-stage blame. Free sample: /entries/autel-aut-mc-iso-maxicharger-isolation. /entries/protocol-ccs-h03-cable-check-isolation-fail, /guides/ccs-handshake-basics.

2. NACS port latch — Mechanical latch, microswitch, debris, or vehicle inlet—second vehicle before condemning EVSE. Free sample: /entries/autel-aut-mc-nacs-nacs-port-latch. /guides/nacs-field-notes.

3. Power stage overtemp — Airflow, filters, ambient stacking, sensor unseat after service. Free sample: /entries/autel-aut-mc-therm-power-stage-overtemp. If liquid-cooled path present: /guides/liquid-cooling-loops. Thermal derate protocol: /entries/protocol-nacs-h03-nacs-thermal-derate-to-zero when NACS thermal.

4. App start fails, OCPP OK — App account mapping, remote start permissions, or token sync—not a module fault. Entry: /entries/autel-aut-mc-app-app-start-fails-ocpp-ok. Related remote-start patterns: /entries/protocol-ocpp-f06-remotestart-fails-while-local-rfid-works.

Log sources / tools

Source	What you pull
MaxiCharger HMI	Port ID, fault banner, thermal state
Autel Charge / OCPP	Authorize, RemoteStart, StatusNotification, MeterValues
Known-good cable / second vehicle	Isolation and latch prove
IR / DMM	Handle heat, PE, loaded voltage if PQ suspected

Field checklist (first 15 minutes)

1. CCS or NACS port? Adapter in path?
2. Photo HMI + port ID + peer port status.
3. App-only vs local start vs both failing?
4. If ISO: dry + known-good cable.
5. If NACS latch: inspect tongue; second vehicle.
6. If thermal: airflow/filters/session stacking before board RMA.
7. If app-only: leave power stage closed; pull Authorize/RemoteStart timeline.

When to escalate

Network / app ops — Account mapping, RemoteStart rights, OCPP identity after board work.

Electrician — Site undervoltage correlating with thermal/grid-looking codes (/guides/site-power-quality-basics).

Autel OEM — Confirmed power stage after cooling/airflow proven; latch actuator after mechanical prove; ISO after known-good cable fails dry.

Do not RMA power modules for app-only starts, or swap CCS parts for a NACS latch code. Adapter tickets need the adapter named on the first photo, not buried in the closeout.

Worked examples

Example A — NACS latch fail; CCS peer starts. Inspect tongue/debris; second vehicle. Do not RMA power stage for a latch code.

Example B — App start fails; local RFID starts; OCPP Heartbeat OK. Auth/app mapping. Pull RemoteStart/Authorize timeline; leave DC contactors alone.

Example C — Isolation on CCS after rain; NACS unused. Treat as CCS CableCheck moisture path. Known-good CCS cable before MaxiCharger board talk.

Example D — Thermal derate after three stacked high-kW sessions. Airflow/filters/ambient; IR the handle. Adapter-in-path tickets must say so in the first sentence.

False friends

Looks like	Often actually
Bad power module	App RemoteStart mapping
Incompatible NACS car	Latch tongue / debris / adapter orientation
Random Faulted	Port-specific ISO on CCS only
Needs firmware	Soft thermal derate from blocked inlet

Related learning

/learn/ccs-session-stages · /guides/nacs-field-notes · /help

Ticket hygiene

Capture: HMI photo, connector/port ID, peer status, OCPP errorCode + vendor string verbatim, weather/service notes, and (for thermal/grid) a loaded measurement. Scrub customer PII before /request or Pro Q&A. Prefer one branch per ticket—do not merge money-path and HV into one RMA narrative.

Coordination notes

When opening OEM or electrician tickets, attach: HMI photos, connector IDs, OCPP vendor strings, peer-stall status, and any loaded voltage or RF measurements. That evidence pack cuts “replace module” ping-pong. Keep one fault branch per work order.

Platform notes (MaxiCharger DC)

Dual-port units need the failing port named in the first photo. CCS isolation procedures do not fix NACS latch codes. App backends can deny RemoteStart while the station still accepts local RFID—that is intentional product behavior on some sites, not a random Faulted. When an adapter is in the path, write “adapter” on the ticket before any thermal theory. Sustained high-power derate after cable service often traces to a sensor unseated in the handle—not a full power-stage crate.