Back-UPS ES 350 battery backup not working

[Anonymous user]

Hello All,
I have a Back-UPS ES 350, and recently, the battery backup stopped working. While the battery is being tested on bootup or if the power fails, the battery backup simply doesn't supply power. I am talking about the side marked with "Battery Backup + Sure Protection". The UPS beeps like it usually would while on battery, but supplies no power. This UPS is about 2 years old, so is still under warranty, but I was wondering if there were anything I could do to fix it from here before sending it in for service. Anyone have any suggestions?

[Anonymous user]

So will I need to call APC on Monday, or can I do a repair request online, and if so, what is the URL?
Thanks!

[TheNotoriousKMP_apc]

I would say based on call volumes, you should submit an email request, and link them to this forum. If they don't understand why it was sent to them, ask them to escalate it. My initials in my handle should suffice as proof positive of troubleshooting.

[Anonymous user]

Thanks for all of your help. I greatly appreciate it.

[TheNotoriousKMP_apc]

Hello,

Just to confirm you have verified there is no power present when the UPS is unplugged from the wall, with a non-critical load (e.g. lamp) attached. If that is the case, first, verify the UPS' battery connections, one may have slipped loose. If the UPS transfers to battery but does not stay on long, the battery may either need to be charged or replaced. If the UPS turns off immediately upon power loss, there is a relay failure within the UPS.

[Anonymous user]

Correct, the UPS will not power any load, such as a lamp, notebook computer, or otherwise when unplugged from the wall. The UPS does the 4 beeps every 30 seconds like my other 2 UPSes do, but does not supply power to the battery backup plugs. I checked the connections to the battery yesterday, and I even unplugged and replugged the battery, with the same result as before. The UPS does not completely turn off; the green light on the top stays on, and it beeps, but it does not provide power. Is this a relay failure? Can it easily be fixed, or will I have to ship it in? Does anyone know if APC pays for return shipping on warranty repairs? What causes these to fail? I have a UPS that is older than this one and have had no issues with it.

[TheNotoriousKMP_apc · Accepted solution]

Hello,

Sounds like there is a problem with either the relay switch or the rectifier which isn't allowing AC power to pass to the outlets, so it's going to have to be replaced. Standard APC warranty allows a UPS to be sent to you on APC's dime, however, the return payment would be on the end-user. Although, it might not hurt to ask for a tag.