Power issues

Battery will not charge

  1. Ensure an AC power adapter (the same model as originally provided with the device) is connected to mains power.

  2. Ensure the device is plugged in to the AC power adapter from the previous step.

  3. Turn on the device and log in to your account.
    1. Does the battery state of charge show that it is charging?

      1. YES: Proceed to the next question.

      2. NO: Plug the AC adapter into a different mains outlet and retest. If other devices are able to charge on the same outlet, the current power supply may be faulty. Purchase a new power supply from the shop. Alternatively, contact the Support department (support@puri.sm) with your order number and testing results and await further instructions.

    2. Does the battery charge percent increase over time?

      1. YES: There appears to be no issue.

      2. NO: Proceed to the next step.

  4. Document which LEDs illuminate (if any).

  5. Plug the AC power supply into a different socket, measuring the voltage if possible.
    1. Does the battery charge percent increase over time?

      1. YES: The current power supply appears faulty. Purchase a new power supply from the shop. Alternatively, contact the Support department (support@puri.sm) with your order number and testing results and await further instructions.

      2. NO: Proceed to the next step.

  6. Try using another charger with the same specifications as the AC power supply originally provided with the device (if one is available).
    1. Does the battery charge percent increase over time?

      1. YES: The original power supply appears faulty. Either use the AC power supply from this step, or purchase a new power supply from the shop. Alternatively, contact the Support department (support@puri.sm) with your order number and testing results and await further instructions.

      2. NO: Proceed to the next step.

  7. Remove the rear cover.

  8. Disconnect the battery connector and leave the device idle for 6 hours.

  9. Connect the battery connector.

  10. Turn on the device and log in to your account.
    1. Does the battery charge percent increase over time?

      1. YES: The battery appears faulty. Purchase a new battery. Alternatively, continue to the next step.

      2. NO: Proceed to the next step.

  11. Contact the Support department (support@puri.sm). Provide them your order number and testing details and request an RMA.

Librem 14 will not power on

Problem: Pressing the power button on the Librem 14 has no effect.

Diagnostic:

  1. Ensure an AC power adapter (the same model as originally provided with the device) is connected to mains power.

  2. Ensure the device is plugged in to the AC power adapter from the previous step.
    1. Does the device power on when the power button is pressed?

      1. YES: There appears to be no issue.

      2. NO: Proceed to the next step.

  3. Document which LEDs illuminate (if any).

  4. Document whether the fan spins up when you press the power button.

  5. Remove AC power.

  6. Press and hold the power button for 10 seconds.
    1. Does the device power on?

      1. YES: The current power supply appears faulty. Purchase a new power supply from the shop. Alternatively, contact the Support department (support@puri.sm) with your order number and testing results and await further instructions.

      2. NO: Proceed to the next step.

  7. Attach AC power.

  8. Press and hold the power button for 10 seconds.
    1. Does the device power on?

      1. YES: Finished.

      2. NO: Proceed to the next step.

  9. Remove the rear cover.

  10. Disconnect the battery connector.

  11. Reattach the rear cover (no need to screw it down).

  12. With no AC power applied, press and hold the power button for 10 seconds.
    1. Does the device power on?

      1. YES: Screw down the rear cover. Contact the Support department (support@puri.sm). Provide them your testing details and await further instructions.

      2. NO: Proceed to the next step.

  13. Remove the rear cover.

  14. Remove and reinsert the RAM module.

  15. Ensure that the module is fully inserted and that the clips have fully seated.
    1. Does the device power on?

      1. YES: Screw down the rear cover. Finished.

      2. NO: Proceed to the next step.

  16. Contact the Support department (support@puri.sm). Provide them your order number and testing details and request an RMA.