BE550G won't work

[andersond3851]

I received an APC Battery Backup BE550G yesterday from Amazon. We plugged it in overnight and tried to use it this morning and got a constant beep as if the battery was not working. Amazon does not take this product in as a return. I have checked the battery and both wires are connected even though the black one is a little loose.

Are there any suggestions? Thanks in advance. Dianne

[Teken]

Hi Diane,

If the unit is brand new it’s covered by the APC 3 year warranty. You can contact APC Technical Support in your region and have ready the following: Purchase receipt, serial number, and brief description of the problem / error code.

In the interim I would suggest you take a pair of needle nose pliers and gently crimp the black connector a little closer to ensure a tight fit.

Remove AC Mains before doing so and disconnect both positive / negative terminals and insure they are connected to the right positions once crimped.

Apply AC mains and turn the unit on by pressing the power button. The unit will go through a self test to validate the system is 100% operational.

If the unit continues to emit a continuous sound while nothing is connected to the output (outlets) than the hardware needs to be replaced (RMA).

I have appended the full user manual for your reference as to proper battery hookup:

https://download.schneider-electric.com/files?p_enDocType=User+guide&p_File_Name=EALN-7CEQGK_R1_EN.p...

There are only three conditions where a continuous tone is heard: Disconnected battery, bad battery, over load while on battery only mode.

Obviously, if the crimp is loose would encompass a disconnected battery. Lastly, a defective unit is also possible area.

You can also install the APC Power Chute software and connect it to a computer system. Once the two are connected any active faults / error codes will be captured by the application. 

You may also include the error logs to the service request when submitting the warranty claim.

Let me know how it all turns out.

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