Hello support team. I’ve had my EB3 for a few months; for the past month there have been regular power shutdowns in my area. Since last week, my EB3 started behaving very annoyingly.
It is working in UPS mode, powering my router and a mini PC with a total load of about 19-20W on average.
When power goes down it switches to battery seamlessly. When the power is back on, it starts charging also without issues.
However, the moment the battery reaches 100% charge, the device powers off the AC outlet. I have to wait for a few seconds and turn it on manually via button or via the app.
This is insanely annoying. My firmware is up to date according to the app, the device is not overheating, the fan is off when this issue happens (it turns on periodically during charge and discharge so I know it’s working).
One time when the issue happened I saw error code “4-01” when pressing the flashlight and AC buttons.
Can you please help me resolve this issue? I saw some mentions that 4-01 might be a software error rather than a hardware problem.
Disconnect all loads and then restart the machine.
Check if the machine is connected to a distribution box. If it is, ensure that a transfer switch is in place to isolate the machine’s AC output from the grid; otherwise, the machine will report an error.
If the machine still reports a related short circuit error when unloaded after a restart, it will need to be sent for repair.
If you have any further questions, please feel free to contact me!
The issue happened again today. AC icon was flashing and pressing flashlight+AC buttons I saw code 4-01 once again.
Can you please confirm if this is a hardware issue, or if it can be resolved via firmware/software in any way?
Currently I am unable to ship my unit for repairs as I depend on it and the local authorized service center told me the repair time will be upwards of a month due to amount of requests they have. At the moment I cannot give my unit away for so long.
Additionally, I spoke with a local authorized service center representative and they suggested this is a firmware issue that might get resolved by an update. Can you please tell me if there is a firmware update scheduled for EB3A?
I have restarted my EB3A yesterday. Since then it charged to 100% twice after two separate power outages without issue; I will observe for the next few days if the problem returns.
The device is not connected to a distribution box. A small power strip is connected to the AC outlet; a router and a miniPC are plugged into the power strip with separate power supplies.
Do you confirm that 4-01 is a short circuit error code? I will check for the errors if I encounter the problem again.
Theoretically, is it possible to limit the maximum charge of EB3A to 99% or 95% and see if that makes any difference? I do not see an option for that in the app.
Hello,
Thank you very much for your feedback!
Regarding the error code 4-01 you mentioned, this indicates a BUS Over Voltage condition. We apologize for the issue you encountered. Additionally, the EB3A currently does not have a feature to set a maximum charging limit (like 99% or 95%).
If you experience the issue again, please feel free to reach out, and we will be happy to assist you.
Hello,
Thanks for your help so far.
Unfortunately, the issue persists.
It does not happen every time. Seems like after restarting the unit it will work properly for 2-3 instances of power shutdowns - meaning that it will work throughout the power outage, then charge back to 100% without issues; but on 3rd or 4th time, roughly once in 2-3 days, it will throw the 4-01 error after charging up, and shut down the AC outlet.
Do you have any suggestions besides shipping my unit for repairs?
Hello, in this situation, repair is the only option. You might try contacting our agent in Ukraine (Email: service@itplaneta.com.ua), who can provide repair services.