.. include:: /substitutions.rst
.. include:: /urls.rst

.. _l14_troubleshooting_power:

Power issues
============


.. _l14_troubleshooting_power_battery_no_charge:

Battery will not charge
-----------------------

#. Ensure an AC power adapter (the same model as originally provided with the device) is connected to mains power.
#. Ensure the device is plugged in to the AC power adapter from the previous step.
#. Turn on the device and log in to your account.
    #. Does the battery state of charge show that it is charging?
        #. **YES**:
           Proceed to the next question.
        #. **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 <L14_power_supply_>`_ from the shop.
           Alternatively, contact the Support department (|email_support|) with your order number and testing results and await further instructions.
    #. Does the battery charge percent increase over time?
        #. **YES**:
           There appears to be no issue.
        #. **NO**:
           Proceed to the next step.
#. Document which LEDs illuminate (if any).
#. Plug the AC power supply into a different socket, measuring the voltage if possible.
    #. Does the battery charge percent increase over time?
        #. **YES**:
           The current power supply appears faulty.
           `Purchase a new power supply <L14_power_supply_>`_ from the shop.
           Alternatively, contact the Support department (|email_support|) with your order number and testing results and await further instructions.
        #. **NO**:
           Proceed to the next step.
#. Try using another charger with the same specifications as the AC power supply originally provided with the device (if one is available).
    #. Does the battery charge percent increase over time?
        #. **YES**:
           The original power supply appears faulty.
           Either use the AC power supply from this step, or `purchase a new power supply <L14_power_supply_>`_ from the shop.
           Alternatively, contact the Support department (|email_support|) with your order number and testing results and await further instructions.
        #. **NO**:
           Proceed to the next step.
#. Remove the rear cover.
#. Disconnect the battery connector and leave the device idle for 6 hours.
#. Connect the battery connector.
#. Turn on the device and log in to your account.
    #. Does the battery charge percent increase over time?
        #. **YES**:
           The battery appears faulty.
           :ref:`Purchase a new battery <l14_battery>`.
           Alternatively, continue to the next step.
        #. **NO**:
           Proceed to the next step.
#. Contact the Support department (|email_support|).
   Provide them your order number and testing details and request an RMA.


.. _l14_troubleshooting_power_wont_turn_on:

Librem 14 will not power on
---------------------------

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

**Diagnostic**:

#. Ensure an AC power adapter (the same model as originally provided with the device) is connected to mains power.
#. Ensure the device is plugged in to the AC power adapter from the previous step.
    #. Does the device power on when the power button is pressed?
        #. **YES**:
           There appears to be no issue.
        #. **NO**:
           Proceed to the next step.
#. Document which LEDs illuminate (if any).
#. Document whether the fan spins up when you press the power button.
#. Remove AC power.
#. Press and hold the power button for 10 seconds.
    #. Does the device power on?
        #. **YES**:
           The current power supply appears faulty.
           `Purchase a new power supply <L14_power_supply_>`_ from the shop.
           Alternatively, contact the Support department (|email_support|) with your order number and testing results and await further instructions.
        #. **NO**:
           Proceed to the next step.
#. Attach AC power.
#. Press and hold the power button for 10 seconds.
    #. Does the device power on?
        #. **YES**:
           Finished.
        #. **NO**:
           Proceed to the next step.
#. Remove the rear cover.
#. Disconnect the battery connector.
#. Reattach the rear cover (no need to screw it down).
#. With no AC power applied, press and hold the power button for 10 seconds.
    #. Does the device power on?
        #. **YES**:
           Screw down the rear cover.
           Contact the Support department (|email_support|).
           Provide them your testing details and await further instructions.
        #. **NO**:
           Proceed to the next step.
#. Remove the rear cover.
#. Remove and reinsert the RAM module.
#. Ensure that the module is fully inserted and that the clips have fully seated.
    #. Does the device power on?
        #. **YES**:
           Screw down the rear cover.
           Finished.
        #. **NO**:
           Proceed to the next step.
#. Contact the Support department (|email_support|).
   Provide them your order number and testing details and request an RMA.