ES 550 battery failure on device under 2 years old

[Anonymous user]

This shouldn't have failed, being only 19 months old.

It's giving the persistent audible tone and fails to supply power when the mains is disconnected.

Not happy at all.

[BillP]

Hi David,

If there is a problem with the unit or battery, then this UPS should have a 3 year warranty and we'd stand behind the product and provide a warranty replacement for whatever has failed. 

If this just started, I'd make sure you haven't added anything new to the UPS since this type/model can only detect an overload when the UPS goes to battery. You could validate that it is likely a battery issue by trying a "pull plug" test with a lamp or similar on the battery back up + surge outlets to see if when the mains are disconnected, the lamp goes off too.

[Anonymous user]

Hi. 

It's just had the same devices connected as it always has done. The  test you describe is exactly what I did immediately after the audible tone began and there was indeed no backup power. When the mains power is removed the attached device no longer works and the alarm sounds constantly.

[BillP]

Do you have the specific model number of it i.e. BE550GI or similar? It'd be on the back or bottom of the UPS? That way, I can double check the symptoms/audible indicator on what it is trying to tell you. And are there any LEDs on it?

[Anonymous user]

It's 'BE550G-UK'.

There are 'power' and 'master enable' LED's.

[BillP]

OK, I found the guide for that one here -> http://www.apcmedia.com/salestools/MMIS-8EYMBM/MMIS-8EYMBM_R0_EN.pdf I'd align the constant tone and no output power with the LED status you see to verify what it says (whether the LED is solid/flashing/certain color) when the UPS goes to battery and has the constant tone. If the issue is battery related, an LED should be lit up and solid or flashing.

[Anonymous user]

I have the audible tone but no led indicator. That suggests overload. 

I'm testing this with a kettle now. Before it was connected to a high spec pc, 2 monitors and a wifi hub.

[BillP]

OK - keep in mind it could be a legit overload or that could also indicate a failure condition. You could also try doing this with no load connected and then if it still does that constant tone, you'd know it is likely a problem with the UPS itself versus what you have connected to it.

[Anonymous user]

The power LED remains on with no load. It supplied power to my laptop off the pack alone but it won't with the kettle(only item connected) and something I had connected to it before (pc/ monitors/ hub etc).

That's at least two different devices it won't function with.

[BillP]

Hi David,

I'd suggest contacting your local support so that they can determine which is better to replace first - entire unit or battery, based on your test results and observations. If it is only a few years old, then you certainly should be entitled to a warranty replacement of something. I apologize for the inconvenience in having to deal with the problem in the first place 

[Anonymous user]

Ok Angela. Thanks for your help.

David

[BillP · Accepted solution]

Just in case you were unaware, a kettle will overload the ES 550 (by a significant amount). That unit is only rated for 330W and a typical kettle (click on the Product Details tab) will draw in excess of 2000W.

I would recommend that you do your testing using a lamp with a 100W bulb in it (or something to that effect).

Do you have the software installed on your PC for monitoring the UPS?