EV-Charging

Find FAQ's and other information at https://www.salto.no/lade-egen-bil/faq (Norwegian).

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Cabin heating & security

Frequently asked questions

    Central Units from DEFA

  • How do I activate my DEFA subscription?

    Our systems come with a SIM card from Telenor already installed. Start by downloading the DEFA app to your phone.

    If you have installed a Base Unit DIY, simply follow the instructions in the manual to activate your subscription.

    If you have installed Base Unit Pro, the subscription will be activated by the installer. When your system is installed, you will receive an email where you must confirm your subscription. If you have not received this mail within a reasonable amount of time, please contact support.

  • Why can't I reach my central unit via the app or web page?

    There are several possible causes for this:

    – An error in the central unit
    – Loss of power
    – poor network coverage or an error in the network

    Poor cell phone coverage can sometimes be improved by installing the outdoor antenna available in our webshop.

  • Why am I losing connection to wireless accessories?

    This is usually caused by too much distance or too many impediments (like walls) between the Base Unit and the wireless accessory. The range of our sensors is 30 m. without impediments. Factoring in walls, the effective range is 10-15 m.

    Be aware that cabins with timber walls will affect the functional range more than cabins with walls built from other materials. Plaster walls, tiles, the firewall behind a fireplace, household appliances, hot water tanks etc. may also affect effective range.

    Tips for installation:
    Mount the Base Unit DIY in a central location in the cabin relative to your wireless accessories. Place it on a wall, about 1,5 m. above the floor.

    The antenna of the radio module for Base Unit Pro must be mounted vertically on the wall beside the fuse box.

    During 2017, all new wireless sockets will be outfitted with built-in signal enhancers. You can improve functional range by placing one of these sockets between the central unit and your wireless accessories.

  • Why can't I log in to the app/website?

    Make sure to use the same user name and password in the DEFA app as on the website: https://link.mydefa.com/

    Your user name will usually be the same as your email address. If you’ve forgotten your password, press the “Forgot password” link in the login window.
    If your user name is not the same as your email address, please contact support.

  • How do I change the billing address for my subscription?

    Press the red square in the top right-hand corner of the app or website. Choose “My account” and then billing accounts. Then press the symbol showing the outline of a person. You can now alter your address. You can also alter which email address you want the invoices to be sent to.

  • How do I transfer the Link subscription when selling or buying a cabin?

    This can be done via the DEFA app or at the link website: https://link.mydefa.com. Press the gear wheel behind the name of the unit, choose the subscription and then transfer. Then, enter the email address of the new owner. The new owner will receive an email where he must confirm that he or she is taking ownership of the subscription.

  • Central Units from other producers

  • I get the message "confirmation from the unit was not successful"?

    There are several possible causes for this:

    – An error in the central unit
    – Loss of power
    – poor network coverage or an error in the network

    If you are present at the cabin, please try restarting the central unit by temporarily disconnecting the power. Remember to also remove backup batteries.

  • I don't receive a reply from the unit when I send an SMS to 26177?

    If your have either ice.net or Phonero as a network operator, you must send the message to (+47) 98 28 41 05.

  • Have I written the wrong command?

    Of you send an erroneous command to your unit, you will receive an SMS with the following message:

    “The message could not be understood. Write // HELP // for assistance // from 012345”.

    Send HELP to 26177 to get assistance via text messages for your specific unit, or consult the list of commands below:

    Functions and commands
    Turn on zone 1 – “ON”
    Turn off zone 1 – “OFF”
    Turn on zone X  –  “ON X” (replace with number)
    Turn off zone X – “AV X”
    Turn on all zones – “ON A”
    Turn off all zones – “OFF A”
    Alarm off – “AL OFF”
    Alarm on – “AL ON”

  • Why can't I log in to the DEFA app?

    The DEFA app only works with DEFA units. It can’t be used with systems from other manufacturers.

  • I've forgotten my PIN / subscription number. What do I do?

    Contact support. You will be asked a few control questions before receiving your information. Go to support for your country by going here and selecting the relevant country in the top menu.

  • I have connected several nodes / relays, but they don't show up in the administration page?

    Contact support for your country. They will give you access to control multiple zones.

  • What is a PIN free number?

    PIN free numbers enable you to send text commands to your central unit without including a PIN number. Numbers defined as PIN free are recognized by the central unit. This makes controlling your system via commands easier and quicker.

  • What do PIN free numbers cost?

    PIN free numbers is a free service. You can create as many PIN free numbers as you want.

  • How do I change PIN free numbers?

    Log in to your account, go to “My profile” and alter the numbers in question. You can also alter functionality.

  • How do I send a message from a phone that is not designated as PIN free?

    You can send messages from phones not designated as PIN free by starting the message with your subscription number and ending it with your PIN code.
    Example – The text message “012345 PÅ A 1234” will turn on all nodes for subscription 012345 with PIN code 1234.

  • How do I change my address?

    Your address is changed under “Profile” when you are logged in to our service. You can also send us a mail or give us a call.

  • How do I transfer a subscription when selling or buying a cabin?

    The simplest way to transfer your subscription is to send us an email. Find the contact information for your country in the support section. The mail should contain your name, address, the mobile phone number and email address of the new customer and the desired date for the transfer.

  • Invoices - DEFA Cabin Control

  • Billing / invoices from DEFA?

    Arvato Bertelsmann is handling all billing of our customers. The invoices you receive will be for your subscription with us, but the recipient will be Arvato Bertelsmann. You can chose to use either invoicing by email or a fixed-term giro (avtalegiro) as payment methods.

    Invoices by email will be sent from faktura@paybybill.com. This address must be added to your approved list. Please check your spam filter.

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Trip Log

Frequently asked questions

    Tracking

  • Can I turn off tracking?

    Yes. You can turn off tracking at any time in the app settings.

  • Do I have to turn on and off tracking for each trip?

    No. Plot my drive will run in the background and automatically track all your movements. It identifies which trips are by car, and you can easily classify trips as Private or Business. With intelligent automatic tracking you never need to worry about forgetting to turn on tracking.

  • Who can see my tracking information?

    All tracking information and all information in your personal timeline is private. If you are part of a company solution, trips will only become visible to your employer after you classify them as Business. Unclassified trips, trips classified as Private and trips with other means of transport than a car will only be visible to you.

    To learn more about how DEFA AS processes and uses anonymized data from Plot my drive, please consult our Privacy policy and Data processing agreement.

  • Plot my drive

  • Can I use Plot my drive for a company or team with several drivers and vehicles?

    Yes. Plot my drive gives you all the control and documentation you need while saving you both time and frustration. Plot my drive helps all drivers in your organization by automatically tracking their movements. This improves accuracy spares them from having to document their driving manually. Plot my drive also gives you a full overview of all drivers and vehicles in your organization, and makes it both quick and easy to produce the reports you need for tax reporting, billing or reimbursements.

  • Can I use Plot my drive if i drive a company car?

    Yes. Plot my drive automatically tracks all your driving, makes it easy to separate between private and business trips and helps you get all the documentation you need for taxes, billing or reimbursements in seconds.

  • Can I use Plot my drive to get reimbursements?

    Yes. Plot my drive is an ideal solution if you want to keep track of and document business driving. Plot my drive tracks all your driving, makes it easy to separate private and work related driving and helps you produce documentation in seconds.

  • Does Plot my drive fulfill all requirements for documentation and tax compliance?

    Yes. Plot my drive automatically documents all your driving, makes it easy to separate between business and private trips, and lets you download the reports you need for taxes, reimbursements or billing in seconds.

  • What does the web service do?

    The web service makes it simple to create custom reports and documentation for billing, reimbursements and tax purposes. It gives you access to all relevant information regarding you and/or drivers and vehicles in your team.

  • PlotSync

  • Can I use PlotSync to charge my devices?

    Yes. PlotSync is also an effective charger with two USB ports. Charge your phone and tablet while tracking your movements.

  • Do I need multipe PlotSyncs if several drivers are using the same vehicle?

    No. You must only use one PlotSync for each vehicle. PlotSync functions as a unique vehicle ID and identifies that vehicle on each drivers timeline every time they use it.

  • Do I need PlotSync to use Plot my drive?

    No. Plot my drive works just fine without it. Use PlotSync if you want Plot my drive to recognize your vehicle(s) and register all relevant vehicle information for you. PlotSync saves you time and ensures that all trips are logged with the right vehicle and the right driver information.

  • What is PlotSync?

    PlotSync is a Bluetooth beacon that acts as a unique vehicle ID. With PlotSync installed, Plot my drive will automatically recognize your vehicle. This saves you and your drivers from having to enter vehicle information manually for each trip. It also ensures that every trip is registered with the right vehicle and the right driver.

  • Trial period

  • Does the free trial only apply to me?

    If a company solution is chosen the free trial will apply to all drivers you invite to your team. Set up your account and invite drivers – when they have accepted your invitation and set up their own accounts they will be able to test Plot my drive for the remainder of the trial period.

  • Is there a free trial period?

    Yes, everyone who downloads Plot my drive and creates an account gets a 30 day free trial. The trial period starts when you have completed your personal account.

  • When does the free trial period start?

    The 30 day free trial period starts when you have completed your personal account and signed up.

  • Technical

  • Is Plot my drive available in my country?

    Plot my drive is currently available in Norway, Sweden, Finland and Denmark.

  • What are the technical requirements to use Plot my drive?

    Plot my drive works will all newer Android and iOS versions. To use PlotSync Bluetooth 4.0 is required. This is available on devices with Android version 4.3 and later, and Apple devices with iOS 5 and later.

  • How long does it take to cancel a subscription?

    You can cancel the subscription via a written notice to DEFA. The subscription will be terminated at the end of the subsequent calendar month.

  • Pricing

  • What does Plot my drive cost?

    Plot my drive is a subscription service that costs kr. 99,- per driver per month. For company users the price will increase by kr. 99,- for each additional driver in your team.

  • What does PlotSync cost?

    Each PlotSync costs kr. 249,-

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Lighting

Frequently asked questions

Shortcuts

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Mobile services

Frequently asked questions

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Chargers & inverters

Frequently asked questions

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+47 32 06 77 00 Mon-Fri: 08.00-16.00

Security & tracking

Frequently asked questions

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+47 32 06 77 00 Mon-Fri: 08.00-16.00

Invoices

Frequently asked questions

    Invoices - DEFA Cabin Control

  • Billing / invoices from DEFA?

    Arvato Bertelsmann is handling all billing of our customers. The invoices you receive will be for your subscription with us, but the recipient will be Arvato Bertelsmann. You can chose to use either invoicing by email or a fixed-term giro (avtalegiro) as payment methods.

    Invoices by email will be sent from faktura@paybybill.com. This address must be added to your approved list. Please check your spam filter.

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Electrical preheating

Frequently asked questions

  • Where can I purchase DEFA products and have them installed?

    DEFA products are available with all dealerships, workshops and providers of automotive products. Contact your preferred provider or find the one closest to you here.

  • Can I install WarmUp myself?

    We recommend that all installations are done by a licensed installer. Incorrect installation may result in the loss of warranty on your system and on your car.

  • Where can I find the user manual for my DEFA product online?

    Use the search function, go to the product page or go to “Downloads” at the bottom of the page.

  • Where can I find the installation instructions for my DEFA product online?

    Use the search function, go to the product page or go to “Downloads” at the bottom of the page.

  • How much power does WarmUp consume?

    Power consumption depends on what type of engine heater and interior heater you have. An engine heater for a regular car uses between 300-600W, while an interior heater uses between 800W and 2100W. The battery charger used in WarmUp uses about 60W. A 16-ampere fuse (about 3600W) will cover nearly potential all uses.

  • I already have a DEFA engine heater and interior heater, is it possible to add a battery charger to my system?

    Yes. Contact your preferred dealer or workshop and they can assist you in installing a battery charger. You can also install a control unit so that you can control your system from your mobile phone. You can also use a SMARTSTART, which uses a remote control.

  • Engine heater

  • How do I find the right engine heater for my car?

    By going here you can find the right engine heater by using your registration (license plate) number or by selecting the make and model of your car.

  • At what temperature should I start using the engine heater?

    Heating the engine will start having noticeable benefits from +10 °C and below. An engine heater raises the temperature of the engine by 20-35 °C. This is true no matter what the starting temperature of the engine is. If the outside temperature is -10 °C, the engine temperature will be raised to between +15 and +30 °C.

  • The air from the heating system is cold, even though the heater has been on. Is something wrong?

    You may have a contact heater. The contact heater warms up the engine block and the motor oil, and is a the best solution for many cars. If that is the case, the air from the heating system will not be warm when you start the car, even if the engine heater is working. You can check to see if the engine heater is working by carefully feeling the engine block itself. DO NOT TOUCH THE ENGINE HEATER! It will become very hot when on.

    If your are certain that you don’t have contact heater, or if the heater is not working, contact your dealership or auto repair shop.

  • Why isn't my engine getting warm?

    A) Ensure that the settings in your control unit are correct. Check the User Manual if necessary.

    B) There may be too little coolant. Check your level and refill if necessary. Vent the system.

    C) The engine heater may be installed incorrectly or may be malfunctioning. Check the heating element with an Ohm meter or an engine heater tester.

    D) The control unit is not connected properly.

  • DEFA App

  • When I try to download the app from Google Play Store, it says "Your device is not compatible with this version". My phone is brand new.

    This is an autogenerated text from Google Play Store, however the message is wrong.

    Try the following:

    – Download the app from https://play.google.com/store/apps on a browser on your phone, not from the Google Play app.
    – Go to Settings->Apps->All Apps, find Play Store there, clear its data and cache, do the same with Play Services to see if this solves the issue.
    – Data and GPS may have to be enabled before downloading. This is because Bluetooth requires GPS to work on Android.

    If none of these approaches work, a factory reset of the phone should solve the issue.

  • What is the difference between controlling WarmUp with Link or Bluetooth?

    Link is a subscription service that lets you control your WarmUp system, wherever you may be. With Link, you will also receive alerts if your car is moved or stolen. Bluetooth control is free of charge. However, you will only be able control your system within a limited distance from the car. You will not be able to receive theft alerts with the Bluetooth solution.

  • The cable icon in my DEFA app does not turn green even though the cable is connected to my car. Why?

    This may be caused by a ground fault. Check to see if the connection is properly grounded. The problem may be caused by the charger or the relay. Contact support if the problem persists.

  • My car was cold this morning although WarmUp timer was set. Why?

    There are several possible explanations for this:

    – When the when the preheating time is set to “auto”, the system will only start heating if the outside temperature is below +10°C.

    – There must be power in the outlet the cable is connected to. If there’s no power, or if the circuit breaker has been triggered, the system will not start.

    – If the vehicle was driving at the time when heating should have started, that heating period will be cancelled.

  • I set the slider to "TIMER" within a preheating period, but heating will doesn't start instantly.

    If the WarmUp slider is A) set to “TIMER” within a preheating time, and B) preheating duration is set to “auto”, the system may need som time to detect temperature conditions and decide weather to start heating. When the system is set to “auto” heating will only start if the temperature is below +10°C. This only applies when the slider is set to “TIMER” after a planned preheating period has started.

  • Link

  • How do I transfer a DEFA Link subscription to the new or from the old owner?

    Go to https://link.mydefa.com under «Login» in the main menu to alter your subscription.

  • Bluetooth®

  • What are the smartphone requirements to use WarmUp Bluetooth®?

    The app is available for iOS and Android. See supported OS in The App Store and Google Play. The smartphone must have Bluetooth Smart. Bluetooth Smart is available in the following phones/operating systems:

    • iPhone 4s and newer
    • Android 4.4 and newer*

    *Deviations may occur. Older Android phones may have problems reconnecting with Bluetooth® Hub, and new paring may be required.

  • Do I need to create a DEFA account and login to use WarmUp Bluetooth®?

    No, you do not need to be logged in to a DEFA account to use to WarmUp Bluetooth®.

  • What are the range limitations for WarmUp Bluetooth®?

    The effective range of Bluetooth control is typically limited to “in and around your car”. Furthermore, the effective range is dependent on installation location, phone hardware, surroundings, other types of radio signals and so on.

  • Why does the app asks for permission to access location data? What is this used for?

    Location data (GPS) is used for Bluetooth scanning and background connectivity due to a security feature in Android 6.0 Marshmallow and newer. The app doesn’t use Location information for anything, but it must get this permission so that Bluetooth can work properly.

  • How do I pair my phone with the Bluetooth® Hub unit?

    The Bluetooth® Hub must be paired with your phone via the DEFA app, not via the Bluetooth settings on your phone. Open the DEFA app – Locate the option “new device” and follow the on screen instructions.

  • The Bluetooth® Hub is not visible in the blue pairing screen in the DEFA app. What can I do?

    The Bluetooth® Hub must be put in paring mode before pairing. In recent Bluetooth® Hub software (build number 413 and higher), this is done by plugging the 120/230V AC power cable to the car and the power outlet. If the power cable is already plugged in when pairing starts, it must be unplugged for 10 seconds before the Bluetooth® Hub registers that it has been unplugged. There must be power in the outlet for the Bluetooth® Hub to go into paring mode. Bluetooth® Hub will not go into pairing mode if another phone is already connected.

    Older software versions of the Bluetooth® Hub have a different pairing procedure:

    – Software build number 363, 379 and 388: Plug 120V/230V power cable + start the engine once
    – Software build number 331: start the engine twice

    This pairing logic history is why the pairing instructions in the app is so comprehensive; the app doesn’t know what software the Bluetooth® Hub has, so we need to cover all versions.

    NOTE! The first time an updated app is connected to the Bluetooth® Hub, the latest software version will be downloaded to the Hub. The Hub is then updated with the newest paring procedure, and this must be used during the next pairing.

    An alternative method to put the Bluetooth® Hub in paring mode, is by restarting the Hub. This can be done in two ways:

    Alternative 1:
    Unplug the power cable from the vehicle. Remove the fuse on the cable that runs from the vehicle battery to Bluetooth® Hub (often via the DEFA charger). Reinsert the fuse after a few seconds.

    Alternative 2:
    Disconnect the screw connector on Bluetooth® Hub, then reconnect.

    – Bluetooth must be enabled on your phone.
    – Make sure nobody else is connected with your Bluetooth® Hub (e.g. another family member). Bluetooth® Hub will not go into pairing mode when another device is already connected.
    – Go back to search menu and start search again.
    – Try a different phone. By pairing with a different phone, you can make sure that the error is not being caused by the phone.
    – If the phone still doesn’t reconnect with the Bluetooth® Hub as it should, please contact your DEFA dealer.

    Alternative 3:
    If you get stuck and are not able to pair, start all over by doing the following:

    – Make sure the app is the latest version
    – Remove the Bluetooth Hub from the device list in the app
    – Remove the Bluetooth Hub from phone settings/Bluetooth
    – Restart the phone
    – Turn Bluetooth off/on
    – Pair again

  • For how long will the Bluetooth® Hub stay in pairing mode?

    The Bluetooth® Hub will stay in pairing mode for 1 minute or until a phone is paired/connected. In older software (build number 388 and lower), the Bluetooth® Hub goes into pairing mode for 5 minutes (first time only).

  • I have paired with Bluetooth® Hub, but I am not able to connect.

    There may be several solutions:

    – Make sure you have the latest app installed on your phone. The latest app may contain a new software that will be installed on your Bluetooth® Hub. If another user has updated the Bluetooth® Hub to the newest software, you also have to update your app to communicate with it.

    – Only one phone can be connected to the Bluetooth® Hub at a time. Make sure nobody else is connected with your Bluetooth® Hub (e.g. another family member).

    – It is the phone (not the app) that handles Bluetooth connections. Some phones/OS doesn’t always manage to reconnect automatically. Possible solutions are:
    o Turn Bluetooth off and on again, let the phone finish its search for nearby devices
    o Restart the app
    o Restart the phone
    o In the phone settings, enable “visible to all nearby Bluetooth devices” may improve connection. Note: the wording may vary from model to model.

    – Try pairing with a different phone to make sure that the error is not being caused by the phone.

    – If the phone still doesn’t reconnect with the Bluetooth® Hub as it should, please contact your DEFA dealer.

  • How many phones can be connected to one Bluetooth® Hub at one time?

    Only one phone can be connected to (control) the Bluetooth® Hub at a time. The first phone that comes into range of Bluetooth® Hub will connect automatically (if Bluetooth is enabled).

  • How many phones can the Bluetooth® Hub remember?

    The Bluetooth® Hub has a “whitelist” of 5 phones. When the 6th phone is paired with the Bluetooth® Hub, the 1st phone that was paired with the Hub will be deleted from the whitelist.

  • Software upgrade started, but didn't finish to 100%

    Turn Bluetooth off and on again, and software update should start again. If you have an iPhone with iOS 11 or newer, you must stay within range of the Bluetooth® Hub all until the software update is completed. If you go out of range before update is finished, you may have to turn your phone off and on for Bluetooth to function again.

  • What is the 230V/120V AC power cable alarm?

    This alarm will be activated if the 120V/230V ac power cable is connected to the vehicle and the mains when you start the car. Your phone must be connected to the Bluetooth® Hub. The phone will give emit an alarm sound and generate a notification to remind you that you should disconnect the cable before you start driving.

  • Why don't I get the ac power cable alarm when I start my car with 120V ac power cable connected?

    There are several requirements that must be fulfilled for the ac power cable alarm to be generated:

    – The phone must be connected to the Bluetooth® Hub (connection time depends on the phone model/version)
    – The DEFA app must be running
    – The app must be allowed to send you notifications (phone settings)
    – The app must have access to play the alarm sound (phone settings) and the phone volume must be on and sufficiently loud.
    – There must be power in the power outlet the ac cable is plugged into
    – On iPhone, if the app is open (not in the background), there will be no sound, only a message
    – If the user has an Apple Watch connected to the iPhone, there may be no sound at all

    Note! DEFA is not liable for any damages that may occur as a result of moving the vehicle while the power cord is connected.

  • Why does the outdoor temperature in the app deviate from the one in my car?

    The temperature sensors are placed in different locations, which may result in different temperature readings.

  • SmartStart™

  • Why do I have to change the batteries in my SmartStart remote so often?

    Make sure you are using the correct batteries. The SmartStart remote requires 6V Lithium batteries.

  • The display indicates that the battery must be replaced, even though I just did.

    A) If your SmartStart™ has been subjected to cold, it might tell you to replace the battery even though you have just inserted a new one. To resolve this issue, allow the batteries to heat up to room temperature.

    B) Make sure that you have inserted a Lithium battery of the specified type; DURACELL 28L or SANYO 2CR- 1/3N

  • My preheating system doesn't start as intended. Why?

    A) Check to see if the Date and Time settings are correct.

    B) Ensure that the correct weekly program is selected.

    C) Date controlled preheating may be enabled, ensure that the system is set to start the way you want it to.

  • I can't get in contact with my vehicle. Why?

    The antenna may be installed incorrectly. Ensure that it’s installed as described in the Installation manual.

  • Futura

  • There are no lights on the control unit. The display is empty. Why?

    The connection between the battery and the charger may be broken. Check to see if everything is properly connected. If the problem persists, try replacing the fuse.

  • Why doesn't the display light up when I start my car?

    The display may be set to be turned off during driving. Check the manual to alter your settings.

  • My WarmUp system doesn't start for my pre-set departure times. Why?

    A) Ensure that the control unit is on. The system will not start if the control unit is off.

    B) Ensure that the departure times are set as you intended.

    C) The control unit may be set to “Automatic”. If the outside temperature is above +10˚, the system will not start.

    D) Ensure that the cable is properly connected.

  • The display and lights on my control keeps blinking during driving. Why?

    This blinking is the “0 degrees conditions alert”. The blinking lasts for 6 seconds and indicates that the outside temperature is between +4˚ and -4˚. Drive extra carefully under these conditions.

  • WarmUp stays on even though there's a long time to the next departure time. What do I do?

    Ensure that the settings are correct. Remaining preheating times, including the 2 hour “oversleep” function” will normally be turned off when the car is started.

  • The control unit only works when set to ON.

    The blue cable may be connected incorrectly. It should have +2V when the ignition is on, and 0 Volt when the ignition is off.

  • Interior heater

  • Why is my interior heater not working?

    A) The automatic overheating fuse may have been triggered. Disconnect the interior heater, wait for 30 minutes and then reconnect.

    B) If you are using a control unit, make sure that the settings are correct. Check the user manual if necessary.

    C) The heater may be defective. Contact your dealer or auto repair shop.

  • Battery charger

  • The charging indicator light at the top of the charger is off. Is something wrong?

    This happens when the charger switches to maintenance charging, which normally happens when the charger has been connected and active for a while.

  • The battery charger isn't working.

    The fuse between the charger and the battery may have melted. Contact your dealer or auto repair shop to check for errors and to replace the fuse.

  • The battery charger only works in Boost Mode (Green/Red light is on).

    This may be caused by a short circuit in a battery cell. Contact an auto repair shop to check the battery and replace it if necessary.

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