RANGE AND CHARGE LEVEL INDICATION

CAUSE:

If your range is no longer what you expect then it could simply be that the charge level has drifted and is no longer representing the correct amount of charge in the battery. The reasons for this are described below under “Incorrect Charge indication”. Rarely, it is also possible for a charge to be missed because the bottle did not wake up when charged – so always ensure the bottle LED illuminates whilst charging and if a charge has been missed – update your bottle firmware because it may be that your bottle is using an older version where a charge could be missed in certain limited circumstances.

If a charge has been missed and the bottle is showing the same charge level even though you know it was fully charged then the solution is simple – just use a little charge on your bike (so that the bottle will take a charge) then fully charge again. But if the indication has become inaccurate over time, or indicates less charge than you expect, then we recommend a “Charge Level Reset” as described below. Not only will this reset the charge level so that the indication is correct, if you send a log after completion (and let us know via the Contact Form) we can check your battery health for you.

Incorrect Charge indication:

There are several factors that can cause the colour shown by your bottle to be inaccurate:

1. Bottle does not wake up during charging – i.e. the bottle LED does not illuminate so the amount of charge going into the battery is not recorded. Very rarely this can happen when the bottle is just placed in the shoe (if so update to the latest firmware in your bottle), but it is much more likely to happen if the bottle is left in the shoe for a long period before turning the charger on. Always make sure the bottle LED illuminates during charging, and if it doesn’t – you can move/tilt the bottle and charge shoe until the bottle LED lights up.
2. Charging in Fault Mode: rapid pulsing/blinking purple (previously red if you have not updated from much older firmware) that displays even though the bottle is not connected to the bike or charger is Fault Mode, please note this is not indicating an empty battery (which is slow red flashing). Do not try to charge the bottle in Fault Mode – this will not reset it. Fault Mode can only be reset by connecting the bottle into the bike bottle holder. Whilst you can reset Fault Mode like this at any time – do not use assistance until the cause of the fault has been identified.
3. Cytronex is designed with two separate batteries inside each with their own protection module – this is so that Cytronex can be transported by air without being classed as dangerous goods (unlike other ebike batteries which are almost always classed as dangerous goods). Very occasionally an event (e.g. dropping bottle, a large pot hole) could cause one or both batteries to shut down for protection. In certain circumstances, one pack may stay shut down giving roughly half the usual capacity. If you find you have half the capacity indicated then it could be that one of the battery packs has shut down, in which case we recommend carrying out a Charge Level Reset then sending a log with Diagnostics in the App, before letting us know using the Contact Form – support option.
4. Bottle stored for a long time without use and does not respond to inversion / uprighting – this most likely means the battery was stored empty and now is below the minimum voltage. Please note in this case you should only give your bottle a short charge initially – e.g. 20 minutes, then check the bottle functions normally on the bike – it is important to ensure the bottle wakes up first (and the bottle LED illuminates on the charger) before fully charging.
5. If your battery has been left for many months (please note it should never be stored for long periods full/green or empty/flashing red) then the indicator must guess the level of self-discharge whilst the bottle was asleep. As long as the bottle is awake and responds to inversion / uprighting, then you can fully charge the bottle, but it may be safer to do a short charge first (as point above) and check the bottle – but in any case make sure the bottle LED illuminates when you charge. Then if you find on next use that the level is still inaccurate, do a Charge Level Reset as described below.

Reduced Battery Capacity:

Lithium ion batteries degrade slowly over time and with use. The lifetime of lithium batteries is greatly extended by avoiding full charge and full discharge. There is another benefit of not fully charging – 80% of the capacity of the Cytronex batteries is achieved in only about 2/3rds of the charge time, so even the standard charger will recharge 80% in about an hour and forty minutes.

It is very important if you are not using your battery for a period of months or more, that it is stored on the purple charge level (40% is optimal) – never store long term empty or full. Ideal storage temperature is about 16 degrees, but normal room temperature is fine.

If you believe that the capacity of your battery is becoming too low then we recommend a Charge Level Reset before replacing your battery, it may be that the indication has shifted and it is not displaying the full capacity. This will reset the indication and if you send a log after completing the reset and let us know we can check the health of your battery for you.

FIX:

Charge level reset: To re-calibrate the charge level / check battery health – the procedure below must be followed exactly as shown:

Please read the all steps 1-4 below VERY CAREFULLY before you start so you understand exactly how to reset battery capacity indicators (this process also allows for us to check battery capacity/usage for you). If you don’t follow these steps exactly as described it just won’t work and you’ll need to repeat the process.

1. First, please ensure you have the Cytronex App downloaded and ready to use as we will need a log after step 3. Do not send us a log now.
2. Next, pick a time when you know that, within a 24 hour period, you will be able to ride your bike for enough time to fully discharge the battery. At your chosen time you need to fully charge the bottle (the bottle must charge for at least 20 minutes so you will have to ride the bike for a short distance if it is almost full or fully charged already). Remember that fully charged is when the LED on the bottle goes out and the charger block goes green.
3. Finally (and this is the bit that some customers get wrong) WITHIN 24 HOURS of step 2 (i.e. a fully charged bottle) you must cycle your bike until you have used up ALL the assistance – this means until the BOOST BUTTON flashes red. Do not use the bottle indicators or App to show you how much charge is left, you must simply keep going until your Boost Button flashes red 5 times and all assistance is exhausted.
4. THEN (AND ONLY AT THIS STAGE) SEND US A LOG and email us to tell us you’ve done so.

If you are concerned that your range has dropped – contact Cytronex using the Contact Form to say you have sent a log and we can check your battery health for you.