Plugged in, green light on, surge protection side works, battery side no power

[Anonymous user]

I bought a be550g Back-Ups a week ago and have installed the PowerChute software.  I've got it plugged in to the wall, green light is on, no wiring fault light, circuit breaker button isn't popped out, Powerchute says the battery is fully charged and the surge protection only outlets work fine but whether it's plugged in to the wall or not, the battery protected outlets supply no power.  

When I unplug it from the wall, it sounds like the battery power switches on but still no power to the battery protected outlets.  PowerChute even says the battery power is being drawn against at that point. 

I found another post that suggested I do things like unplug it, disconnect and reconnect the battery and a few other "push the button for 5 seconds" type things but nothing like that seemed to make a difference.

Broken out of the box? 

Thanks! 

[BillP · Accepted solution]

James,

Call Technical Support at 1-800-890-4272 and they will help you troubleshoot and if needed send a replacement. Technical Support in the U.S. for Back-UPS is available Monday - Friday 8 AM to 8 PM Eastern.