Troubleshooting: step-by-step

We of power2max are proud of our high quality products and in case something does not work as intended we are always eager to help our customers as soon as possible. If one of your customers experiences any issues, apart from physical damage of his or her power2max power meter, we recommend going through the following check list.

  1. Restart the power meter
  2. check the LED signals
  3. use the power2max app to identify any issues

You can find a detailed description of every step with some additional tips underneath. If you have any questions regarding hardware or software issues of your customer’s power2max power meters do not hesitate to contact our support team via email: support@power2max.de

 


Step 1 -> Restart the power meter

For NGeco/PowerBox (Battery)
  1. Take out battery
  2. Check if a CR2450 is used (if necessary, change to CR2450)
  3. Check if battery contacts are bent or too far away from each other (adjust carefully)
  4. Put battery back in (check + and -)
For NG (internal battery)
  1. Check USB port for damages (outer metal frame and contacts on the inside) –> if damaged, take a picture and send it to support@power2max.de and do not do anything else -> if okay, please proceed with 2.
  2. Switch NG power meter off -> take a mobile phone recharger and plug it into a socket. Connect it via Micro USB Type B to the power meter for 1 second and pull it out again -> NG is now switched off
  3. Switch NG power emter on -> take a mobile phone recharger and plug it into a socket. Connect it via Micro USB Type B to the power meter until the LED flashes green (ca. 3-5 seconds), take USB cable off again -> NG is now switched on
  4. if you keep the USB pluged in the charging process should start within a few seconds. (LED flashing red regularly)

Step 2 -> Signals after Restart / Wake up

For NG and NGeco

Directly after starting the power meter it shows the status of the battery:

  • 3x LED green -> “New/full”
  • 2x LED green -> “good”
  • 1x LED green -> “OK”
  • Red -> change or recharge battery

Shortly after Battery status was shown the Bluetooth advertising starts (initiating a BLE connection with bike computer and mobile phone is now possible for 120 seconds)

  • LED flashes green 1x per second for 120 seconds (BLE Adverstising)

LED stops flashing, when connection to bike computer or mobile phone via BLE is established
Important: LED flashes even if “Bluetooth Cycling Data” was deactivated in the app


Step 3 -> power2max App

For NG and NGeco
  1. Start App
  2. Touch “NG” Logo to start scan

Possibility 1: App finds “power2max_3.0”

  1. Choose “power2max_3.0” to connect ( if app goes back to scan screen, please contact support@power2max.de)
  2. In some cases: enter serial number starting with a 0. (i.e. 055555)
  3. Make a “Factory Reset”
  4. install Firmware Updates
  5. send “Troubleshooting” report (dont’t forget the to confirm report e-mail and enter a description of the issue)

Possibility 2: App finds “p2m_DFU” (LED flashes green fast)

  1. Select and connect to “p2m_DFU”
  2. Firmware Update starts automatically
  3. Connect again after succesfull update
  4. Make a “Factory Reset”
  5. send “Troubleshooting” report (dont’t forget the to confirm report e-mail and enter a description of the issue)

Possibility 3: App finds “DeviceName_serialnumber”

  1. Connect to “DeviceName_serialnumber”
  2. Make firmware update if necessary
  3. Connect again after succesfull update
  4. Make a “Factory Reset”
  5. send “Troubleshooting” report (dont’t forget the to confirm report e-mail and enter a description of the issue)

If customers complain about low power data:

  • perform a “manual zero” with app or bike computer, 3-5 times (make sure that crankarm does not move and no force is applied)
  • values should be constant (+/- 5)
  • if not constant: please contact support@power2max.de
Questions?
close slider