@davey_d​ I checked the batteries the first time I spoke with tech support. They are, indeed, NiMH rechargeable batteries.

@ron_133​ ahah, then yes, a replacement power adapter is a good next step (it could be an issue with not enough voltage coming through). If that doesn't work, then the next step is to replace the whole Base Station.

@davey_d​ why would the company ship non rechargeable batteries with the system?

@lrunning​ that's partially right. Firmware Update 2.10 included better support for the UL985 standard. Part of that required a way for the system to detect if there's an issue with the batteries or the charging circuit - of course to make sure that the system is always ready in case the main power is ever disconnected.

So it's an intentional feature that was recently added, which detects potential problems with your Base Station and its batteries. So the correct way to address it is the following:

• Make sure that your Base Station has 4x NiMH type batteries installed
• Make sure that all four batteries are seated correctly, and there is no corrosion or leakage
• Reach out to our Support team so we can replace your Base Station's power adapter, batteries, or the Base Station itself

After this firmware update, I now have to buy NiMH batteries to stop it from telling me they won't recharge and it has already once issued a phantom "alarm off" when the alarm was already off. Not a great update y'all. Quite unhappy and probably will never do another firmware update unless forced to. 

@mstreiter​ I wouldn't put it that way. The update makes it so that your Base Station is able to detect if there's a problem with the installed batteries, which will save you from serious issues down the road. So it's a very good thing.

As for that phantom 'alarm off' - that can happen when the Base Station needs to re-confirm its status with the server. A future update will prevent the voice prompt from occuring if there has been no change, so you won't be needlessly alerted in the future.

@SawBlade​ That's what we call an easy fix.

I called support regarding this issue and they sent me replacement batteries. Once I swapped out the batteries, the problem went away.

@mrpipes3​, I'm so sorry to see that your Base Station was shipped with incorrect batteries. I've escalated this to our Support team - a Specialist will contact you soon to make this right! 

@emily_s​ they sent a new base station. Thank you. 

@chasemacri​ I'm sorry to see this! I've escalated your case to our Support team - one of our Specialists will reach out to you soon to help. 

@emily_s​ 

Hi,

I also did not get rechargeable batteries for my base station. Could someone please reach out to me to get this taken care of?

Thanks. 

Hi @Robertj​, 

I'm sorry to hear this! I've forwarded your case to our team - someone will reach out to you soon to get this taken care of!

@dixie2bird​ We're going to want to replace this Base Station ASAP. Our Support team can help with sending you a new one.

@texasdude65​ The Base Station needs 4x NiMH batteries. If your Base Station still says it isn't charging with new NiMH batteries, I would reach out to our Support team, as we may need to replace the Base Station's power adapter or the Base Station itself.

@catgorman​ If you still see a "Base Station Battery Failure" message on your Keypad after replacing the batteries in the Base Station with rechargeable NiMH batteries, I would contact our Support team, as we may need to send you new batteries or replace the Base Station.

@eduanehex​ The Base Station should only be used with 4 rechargeable NiMH batteries. If you remove the battery cover from your Base Station and find alkaline batteries, please contact our Support team so we can send you the proper batteries.

The only way to clear out this error message is by ensuring that the correct batteries are in the Base Station and that they are charging.

Is it really necessary to send the rechargeable batteries first?  It seems like everyone has the same problem repeated until the base station is replaced.  Also, I am not terribly fond of giving my credit card information over the recorded line in order to have my correct batteries sent to me in the first place.  

@immasood​ please be assured that we maintain very strict PCI compliance protocols to make sure that your data - especially payment info! - is secured. That includes both online orders and those taken through the phone.

The error message will pop up if the Base Station detects that it's not recharging properly - for any reason. So if the problem was with incorrect batteries being installed, then of course replacing them with correct batteries would solve it. But there could be other issues as well, and we'd need to troubleshoot to resolve them.

But if you like, you can certainly purchase the batteries on your own, from a different retailer. Just make sure that they're AA size, and NiMH type (not Alkaline or Lithium), and you should be all set.

I just did firmware update and got backup batteries not charging message, checked batteries and one was installed backwards, corrected and no more not charging message!

@eddies66​ sounds like the next step is to replace the whole Base Station. Sorry to hear that it's taken so long to figure this out, but hopefully we'll get that new Base to you ASAP!

@conniepegram​ please reach out to our Support team. We need to replace those batteries with NiMH rechargeables ASAP!

Mine did the same thing will check the Batteries. I also had a couple False Alarms?

It was a Battery issue. I just ordered  AA NiMH High-Capacity Batterries 2400 mAh