If a remote start fails as EMP from the HBS helpdesk with message "RemoteStart failed", even though it can be performed via the intercharge app or via the EMP backend with valid credentials, there might be a problem with the CPO firewall. The RemoteStart from the Helpdesk is sent from another public IP other than the requests triggered from the intercharge app or EMP backends trough the HBS system. If this is not enabled at the CPOs firewall, it is not successful. The remote start should therefore first be tested at another CPOs charge point. If this is successful, the CPO firewall should be configured as in phase 1: IT Security described.
If the request against other CPO systems is also not possible, please generate a Hubject support ticket.