Surface Battery Communication Error

[rosslumby]

Hi there,

We have two Surface Hub devices and both will not work off of the APC battery. 

The hubs will work with the power routed through the battery, and also direct power to the hubs of course. 

When we switch the power on to the devices, the batteries present lighting like OFF RED OFF OFF OFF, which, according to the documentation is BMS Communication Alert. 

How do we fix this issue? It is occurring on both devices with the included cabling properly installed.

Kind regards

[Rrares12]

Hi,

To Clear the alert, Press the POWER ON/OFF button for more than 3 seconds and less than 6 seconds.

If this does not work, then you can try a firmware upgrade of the Battery:

CSH2’s Firmware is field upgradable through the USB using APC firmware upgrade tool version 4.3-Beta. Available on link given below (file Name: Nala_FUW_4.3_Beta):

     https://schneider-electric.box.com/s/hle01slwi851vawcaa05alrsbrosqs2u

If this doesn't work either, the battery most likely needs to be replaced. Can you give us the battery model and serial number? Is there still a warranty on it?

Thanks!