Issue description
The battery is malfunctioning and not powering the device as expected. When pressing the LED power button on the side of the battery or when putting it on the charger, the charger state is only shown as empty and red. The flashlight LED might also light up randomly.
Troubleshooting procedure
Perform the following step to identify the root cause of the issue (batteries or the charger).
1. Test each battery separately. Push the charge status button on the side of the battery.
If there is a residual charge still remaining in the battery (most probable), the LEDs that indicate the charge level should come on.
If the batteries have been stored for a long time, the lights may not come on (rare), try another charger that you know works, lights should come on after a short time.
2. If lights do not come on, this indicates that the battery has failed and not the charger.
Provide a description of the issue you see and capture a series of photos or a short video that shows the defective behavior. Send them to NavVis Support and our team will validate the issue.
If the device is still within the warranty period a new batteries will be sent.
If the device is outside the warranty period you can purchase new batteries.
3. The charger is faulty. Use functioning batteries that can power up the device to test the charger. Test different combinations of battery and charger slots to troubleshoot which part of the charger is faulty.
Contact navvis@support.com If the device is still within the warranty period a new charger will be sent.
If the device is outside the warranty period you can purchase new one, refer here.
Warning: As the charger is a mains-powered device, which can be dangerous if damaged, we cannot troubleshoot the charger remotely or change any fuses!
For information about the status LED lights of the battery, refer here.
For information on repairing you device, refer here.
For more information about the dashboard on the UI. refer here.
FAQ
What should I do if my battery is not powering the device?
If the battery is malfunctioning and not powering the device, try pressing the charge status button on the side of the battery to check the charge level.
How can I test if the battery is still functional?
Test each battery separately by pushing the charge status button. If the LEDs indicating the charge level come on, the battery is functional.
What does it mean if the charge status lights do not come on?
If the lights do not come on, it indicates that the battery has failed.
What should I do if the battery has failed?
Provide a description of the issue and send photos or a video to NavVis Support. If the device is under warranty, a new battery will be sent.
Can I purchase a new battery if my device is out of warranty?
Yes, you can purchase new batteries if your device is outside the warranty period.
How can I check if the charger is faulty?
Use functioning batteries to test the charger and try different combinations of battery and charger slots.
What should I do if the charger is faulty?
Contact navvis@support.com for assistance. If the device is under warranty, a new charger will be sent.
Is it safe to troubleshoot the charger remotely?
No, it is not safe to troubleshoot the charger remotely as it is a mains-powered device.
Where can I find more information about the status LED lights of the battery?
For information about the status LED lights of the battery, refer to the provided link.
How can I repair my device?
For information on repairing your device, refer to the provided link.