Frequently Asked Question

1. Troubleshooting procedure
Last Updated 9 months ago

When your UPS is malfunctioning, please follow the procedure below. By doing so, you will help us understand your problem in detail and we will be able to support you much faster and more comprehensively.

Popular questions:
Troubleshooting

  1. Check the model name; writing "PowerWalker 1000VA" is insufficient. Each series has different firmware and behaviour. Please make sure to provide the full name, like "PowerWalker VFI 1000 TGS" or the item number (i.e. 10122044). Your seller might have modified the name or description for the marketing purpose. Make sure you refer to correct model name.


  2. Check the serial number; by providing the serial number you help us match your report with known solutions. Additionally the serial number allows us to check how old the unit is and identify issues related to aging of the product.

    The easiest way to avoid misunderstanding is to provide a photo of a white sticker in the back of the UPS.


  3. Please check the screen for an error number (below examples of #25 and #03 in different models)
    imageimage
    Refer to the manual for instructions, in some cases solution is very simple and instruction easy to execute (i.e. opened battery circuit).


  4. Please check software and export data log and event log, for further analysis by our service team. If the UPS is not connected continuously to a PC with software, try to connect a laptop with an appropriate software for a short check (although the longer, the better)


  5. Please confirm that internal batteries are in good condition. Many issues related to the UPS are results of depleted batteries. More: https://support.powerwalker.com/kb/faq.php?id=49


  6. Check when error occurs:
    1. Switch off and disconnect the UPS from any input and ouput, make sure it is completely off
      • If possible, keep the external monitoring (i.e. USB cable) active to log all steps
    2. Turn on the UPS in battery mode (cold start), hold the on button long enough to switch from standby to battery mode
      • Check if the error pops up. If it fails at this stage, most likely it is internal fault. If no error, continue further
    3. Connect output, for specific loads you might want to simulate specific actions (switching, movement, modes etc)
      • Check if the error pops up. If it fails at this stage, most likely your load is not supported by the UPS (it could be related to half-wave power supplies, in-rush currents, too high harmonics or other). If no error, continue further
      • Please make sure to specify what load do you have in the highest detail
    4. Connect input
      • Check if the error pops up. If it fails at this stage, it could be related to the input issues like failed grounding, swapped polarity of neutral and line. Try the UPS in different socket (or even building) and make sure you gather information about network type that you have.
      Please describe the outcome of each step and submit your question to our ticket system.


  7. Please report to support.powerwalker.com or support@powerwalker.com with results.

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