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8. Troubleshooting, support and warranty
Consult this chapter in case of unexpected battery behaviour or if you suspect a battery fault.
The troubleshooting and support process is to first consult the common battery issues as described in this chapter. Should this fail
to resolve the issue, follow the advice in the technical support paragraph.
8.1. VictronConnect issues
Cannot connect with the VictronConnect App
It is highly unlikely that the Bluetooth interface in the battery is faulty. These are some pointers to try before seeking support:
• Is the battery a Smart Lithium battery? The older non-Smart Lithium batteries do not support Bluetooth.
• Is the battery voltage still high enough? The batteries Bluetooth module is turned off as a precaution as soon as the battery
terminal voltage drops below 8V or when one of the cells drop below 2V. The Bluetooth module will power up again once the
battery is charged. When recharging the battery after a low voltage event, use the low voltage charge procedure as described
in paragraph: "Battery very low terminal voltage".
• Is there already another phone or tablet connected to the battery? Only one phone or tablet can be connected to the battery at
any given time. Make sure no other devices are connected and try again.
• Are you close enough to the battery? In open space the maximum distance is about 20 meters.
• Are you using the Windows version of the VictronConnect App? The Windows version cannot use Bluetooth. Use an Android,
iOS or macOS device instead.
• Has Bluetooth been disabled in the VictronConnect battery settings? IMPORTANT: Disabling Bluetooth is an irreversible
process. Once Bluetooth has been disabled, it can never be re-enabled.
• Does VictronConnect have an issue? Try to connect to another Victron product, does this work? If that also does not work, then
there probably is an issue with the phone or tablet. Refer to the troubleshooting section of the
Pin code lost
If you have lost the PIN code, you will need to reset the PIN code to its default PIN code. This is done in the VictronConnect App.
• Navigate to the device list of the VictronConnect App. Click on the option symbol
• A new window will open which allows you to reset the PIN code back to its default: 000000.
• Enter the batteries unique PUK code as printed on the product information sticker on the back of the battery.
• More information and specific instructions can be found in the
Interrupted firmware update
This is recoverable, just try to update the firmware again.
8.2. Battery issues
8.2.1. Cells out of balance
Imbalance between the cells reduces the usable capacity of a battery. It does not cause permanent battery life reduction.
There are a number of reasons that can cause cell imbalance:
• The battery has not spent enough time in the absorption charge stage. A certain amount of imbalance will always arise, due to
differences in self-discharge between cells as well as difference in internal resistance. These are corrected during the
absorption charge stage: battery voltage above 14V, cell voltage above 3.5V by the balancing circuitry. A minimum of 2 hours,
for alightly operated system such as in a back-up application, up to 4 or 8 hours a month for a daily fully cycled system.
• The battery is old and near its maximum cycle life.
• The battery has been too far discharged and one or more cells in the battery have been damaged. This is not covered by
warranty and also be aware that this might not be recoverable.
How to recognise cell imbalance
Page 28
Lithium Battery Manual
VictronConnect
manual.
VictronConnect
manual.
next to the Smart Lithium battery listing.
Troubleshooting, support and warranty
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