Troubleshoot with the right information

Choose the symptom that best matches your setup. Use normal controls and information already available on the equipment or app. Do not open the battery case, bypass protection, alter BMS settings or use an improvised charger to force recovery.

1. Stop if the equipment may be unsafe

Do not continue using or charging a battery that is swollen, leaking, smoking, visibly damaged or unusually hot. Keep away from smoke or fumes. In a fire or other immediate danger, move to safety and contact emergency services; do not handle a hot battery or attempt live electrical work.

A damaged charger cord, scorched connection or suspected short circuit also calls for stopping use and arranging inspection. Take photographs only when it is safe; a support request does not justify approaching unsafe equipment.

2. Describe the pattern before changing anything

Note whether the issue occurs during charging, under load, after storage or only in the app. Record the exact battery and charger models, connected loads and available status/error messages. For intermittent problems, write down what changed immediately before the symptom.

Use existing display/app readings if available. No measurement on exposed energised terminals is required to submit a support request. A repeated protection event needs review, not repeated resets.

Battery or charging symptoms

3. The battery will not charge or supply power

Check: Identify the battery version and check the documented charge/discharge conditions. Read any status message on the existing battery/charger display or app. For the 6Ah model, confirm a suitable LiFePO4 charger, no more than 6A charge current and a 0–45°C charging environment. A 20A charger is outside its limit.

Stop and ask for help: The model or charger match is uncertain, protection recurs, or there is damage/abnormal heat. Do not jump-start, bypass protection or try a general reset. Both 200Ah versions stop charging below 0°C battery temperature and resume above 5°C; this does not establish the cause of every charging fault.

Send to support: Model/version, charger label, selected charge mode, observed temperatures/status, last normal operation and whether the issue occurs with charging, loads or both.

4. Shutdowns or runtime are different from expected

Check: List the actual devices connected and when each runs. Compare their continuous and starting demands with the exact battery instructions. Amp-hours describe capacity; they are not a permitted current rating. The 6Ah model remains limited to low-current standby uses even when an unsuitable device seems small.

Stop and ask for help: Shutdowns repeat, demand or start-up behaviour is unknown, or connectors/equipment become abnormal. Do not repeatedly reset or raise protection limits to keep a load running.

Send to support: Load names and ratings, how long the setup ran, which device was starting at the time, battery/monitor readings already available, and the recent charging history.

5. The charger has no output, a fault indication or overheating

Check: Compare the charger input requirement with the supply label and photograph its indicator pattern. With equipment off and safe to inspect, look for damaged leads or blocked vents. The 14.6V 20A charger requires clear airflow and at least 3 inches (about 76mm) around the fan. Indicator meanings must match the markings on the actual unit.

Stop and ask for help: There is a damaged cord, suspected reversed connection/short circuit, repeated overheating, or a fault that remains unexplained. Leave electrical connection checks to a qualified person. Do not force the battery above a charger start threshold or modify the charger.

Send to support: Charger model, input/output labels, indicator photo/video, mounting/ventilation photo and the connected battery model.

Connection and reading symptoms

6. Bluetooth connection or device information

The Bluetooth battery is not found

Check: For a Bluetooth-equipped model, turn on phone Bluetooth and stay close. Open the Sentorise app, tap Add and Search via Bluetooth. Match the Device ID on the battery label. If it was previously paired in the phone settings, the connection guide says to Forget/Unpair there and connect in the app.

Stop and ask for help: It remains missing after the guide checks or you are unsure which device is yours. Do not change sleep/protection parameters or try forced wake-up procedures.

Send to support: Phone model/OS, app version, battery model and a scan-page screenshot through the private support channel.
The app shows an unexpected capacity

Check: Before connection, the setup guide identifies the displayed capacity as a temporary placeholder. Wait for the connection-success message, then open the device view and check the confirmed model/capacity.

Stop and ask for help: The value remains incorrect after successful connection. Do not overwrite battery parameters to make the display match an expectation.

Send to support: A screenshot from the connected device view and a clear battery model/Device ID label.
Several devices appear or the app asks for an SN code

Check: Match every character of the Device ID below the label barcode. In this connection prompt, “SN code” refers to that ID. Connect one battery at a time; manually enter the ID if scanning fails. Renamed devices may show their new names.

Stop and ask for help: The label is unavailable or the identity is still uncertain. Do not select a nearby device by guesswork.

Send to support: The label or packaging identifier and the scan/prompt screenshot privately to support.

7. Sentorise 500A monitor readings

No display or implausible current/power

Check: Use the 500A monitor’s exact wiring diagram. Its shunt measures the battery’s negative circuit; B− is the battery side and P− is the charger/load side. All battery current must pass through the shunt. The diagram also includes the display’s power/sense connection.

Stop and ask for help: There is no display, readings differ substantially, or wiring is uncertain. Have the installer review the setup; do not move live cables or open equipment.

Send to support: Monitor model, a safe overview photo/system diagram, display readings and the connected charger/loads.
State of charge or remaining time looks wrong

Check: The manual requires an effective battery-capacity setting and a full-charge setup procedure. Check which capacity was entered and whether initial setup was completed. Remaining time is an estimate. Use the exact instructions rather than a generic voltage-to-percentage table.

Stop and ask for help: Readings still disagree after the documented setup or the battery capacity is uncertain. Do not run an improvised deep-discharge test to calibrate it.

Send to support: Battery model/bank configuration, entered capacity, setup history and screenshots of the readings.

8. Send one complete support report

Include the battery and accessory models, Device ID/serial, order details, charger mode/output, connected loads and a short timeline. Add safe photos and exact error wording. For Bluetooth, include phone/OS/app information; for a separate monitor, include its capacity setting and installation diagram.

Send these details privately through support. Keep the configuration unchanged while an unexplained fault is being reviewed unless the model instructions or support give a specific safe next step.
Send a support request Open the Bluetooth connection guide Find product documents