Troubleshooting

Determine if you need a Replacement Part

To determine if you need a replacement part, contact Schneider Electric and follow the procedure below so that the representative can assist you promptly:

In the event of an alarm condition, scroll through the alarm lists, record the information, and provide it to the representative.
Write down the serial number of the unit so that you will have it easily accessible when you contact Schneider Electric.
If possible, call Schneider Electric from a telephone that is within reach of the display so that you can gather and report additional information to the representative.
Be prepared to provide a detailed description of the problem. A representative will help you solve the problem over the telephone, if possible, or will assign a return material authorization (RMA) number to you. If a module is returned to Schneider Electric, this RMA number must be clearly printed on the outside of the package.
If the unit is within the warranty period and has been started up by Schneider Electric, repairs or replacements will be performed free of charge. If it is not within the warranty period, there will be a charge.
If the unit is covered by a Schneider Electric service contract, have the contract available to provide information to the representative.

Find the Serial Numbers

NOTE: If the display is not available, the serial number can also be found on a label in each specific cabinet.

From the home screen on the display interface select About > UPS.
On the first page note down the serial number of the I/O cabinet and have it ready for customer support.
Press the arrow to go to the next page and note down the serial numbers of the power cabinets and have them ready for customer support.

Return Parts to Schneider Electric

To return an inoperable part to Schneider Electric, contact Schneider Electric customer support to obtain an RMA number.

Pack the part in the original shipping materials, and return it by insured, prepaid carrier. The customer support representative will provide the destination address. If you no longer have the original shipping materials, ask the representative about obtaining a new set.

Pack the part properly to avoid damage in transit. Never use styrofoam beads or other loose packaging materials when shipping a part. The part may settle in transit and become damaged.
Enclose a letter in the package with your name, RMA number, address, a copy of the sales receipt, description of the problem, a phone number, and a confirmation for payment (if necessary).

NOTE: Damages sustained in transit are not covered under warranty.