I think I received a faulty unit

[yvettejacks]

BE1050G3 randomly alarms as if battery failure is imminent. Only fix (thank you Internet) is to unplug everything, power off the UPS, unplug the UPS from the wall, and then wait 5-30 minutes for it to realize the battery is not failing. I only have three low power draw electronics plugged in (TV, sound bar, and a blue ray play I rarely even turn on). Suspect I received a faulty unit but it's not returnable. Very frustrated. Especially as my husband is less than a week out from major surgery and can't get to the UPS if I'm at work or out with the dogs. And, if I leave it unplugged when I go out, he can't rest in front of the TV. VERY FRUSTRATED. How do I get help?

[Teken]

If you just purchased this unit please do contact APC Technical Support. As this hardware is covered by a three year warranty.

You’ll need the purchase receipt, serial number, and description of the problem. I have appended a copy of the user manual for your review.

On page two are the (Status Indicators) please confirm which one reflects the active fault / problem:

https://download.schneider-electric.com/files?p_Doc_Ref=SPD_BU_UM_TME25820_EN&p_enDocType=User+guide...

NOTE: If you install the APC Power Chute Software (PCSS) on a Windows computer system. It will help to determine what the active fault / error code is for you. ☝️

Let me know if you have more questions. 👍

[yvettejacks]

I am getting a constant tone. It happened the first time (I thought maybe it was a fluke) about two weeks after I received it (ordered new on Amazon - screenshot attached), and then again about another two weeks later which is why I'm thinking it's an erroneous battery test. Well, that and the fact that there's literally no way my LG TV and Polk sound bar are overloading it. For reference, I purchased this UPS to replace a much smaller one after we lost power for about 40 minutes a couple months ago - the old one was EOL and didn't hold for even a minute. So I thought a larger UPS with a replaceable battery might be a good investment. Pic of the unit showing s/n and with battery cover off to give you a full view is attached.

I really appreciate the reply and apologize if this is a dup message - typed this up once before but it doesn't seem to have transmitted.

Anyway, pls let me know if there's anything more I can provide to get this sorted sooner than later?

[Teken]

Please install the APC Power Chute Software that came with the unit. Once connected to a Windows computer system relay what the event logs show as the past / current faults.

When there is a constant beep are both LED’s out (Not Lit) ? If so that would indicate an overload on the connected outputs.

If you can provide the model number of the TV / Sound Bar so I can review what the maximum power consumption is it might shed some light. 

Using the APC Power Chute software will offer better insight as it will indicate what the power draw is when the two devices are running. 

[yvettejacks]

LG TV model is 32LK540BPUA. Sound bar is Polk Audio Signa S2 Sound Bar - the subwoofer is NOT plugged into the UPS.

I won't be able to mess with software (there was no disk or anything in the packing - is the software loaded on the UPS, or where do I download from?) until the weekend.

[yvettejacks]

TV is an LG 32LK540BPUA. Sound bar is a Polk Audio Signa S2. The wireless subwoofer is NOT plugged into this UPS. I had been holding a much smaller UPS (Cyber Power 350VA) for years without issue and truly do not believe this could be a load issue.

As far as the software you mentioned, there was no media in the packaging with the UPS - is the software installer loaded on the UPS itself? Or can you provide a good download link? Either way, I won't have time to install and amp load results until thia weekend 

Thanks again, and pls let me know if there's anything less time consuming I can pursue in the meantime?

[Teken]

I have appended a resource link to obtain a copy of the APC PCSS software. Scroll to the very bottom of the page.

You can download a Linux or Windows version that reflects the operating system you have:

https://www.apc.com/us/en/product/SFPCSS/software-powerchute-serial-shutdown-v1-2-unattended-gracefu...

If you have a Mac OS you will use the native power management software on their operating system. 

Please do also consider submitting a formal APC Technical Support Request. If the unit is truly defective they will help you initiate a RMA for the unit.

Please have your purchase receipt, serial number, and short description of the error code / beep / LED status indicators. 👍