Welcome to the Awake support platform!

FAQ

How to pair my hand controller?

Symptoms: 

My HC is displaying "No signal" even though the battery is successfully connected to the board.

Resolution: 

There are two ways to pair your HC. Which one you use depends on your HC version. 

  • Pairing the V.3 Flex HC to the Flex BP
    • Connect to the Flex BP and open the QR-reader in the Awake Link app
    • Scan the QR-code on the Flex HC display
    • The Flex BP will "beep" when the Flex HC is paired correctly

mceclip0.png

 

Note! Only one HC can be paired to a BP at a time and the BP has to be connected to the board for the HC to connect

  • Pairing the V.1 Flex HC to the Flex BP
    • If you have V.1 HC you will have to send your HC serial number to support@awakeboards.com and request to generate your pairing QR code
    • Connect to the Flex BP and open the QR-reader in the Awake Link app
    • Scan the QR-code that you received from Awake support
    • The Flex BP will "beep" when the Flex HC is paired correctly

 

My hand controller doesn't turn on, what can i do?

Symptoms: 

My hand controller won't turn on when I press the throttle button.

 

Resolution: 

If your HC won't turn on, the first thing for you to do is to place it on an induction charger for 24 hours.

 

Charging the Flex HX

  1. Plug in the USB cable to a USB port or into to a power socket using the USB Power Adapter.
  2. Place the Flex HC into the slot on the Flex HC charger to start charging.

If after 24 hours your HC still won't turn on, contact our support department. 

What should I do if the throttle button on my HC won't run smoothly?

Symptoms: 

The throttle button doesn't run smoothly or gets stuck when released. The reason for this can be sand or dirt inside the piston.

 

Resolution: 

To fix this issue you will need a 2,5mm hex tool (Allen key).

 

  1. Remove the 2,5mm hex screw in the center part of the Throttle Button
  2. Remove the Throttle Button and the Spring
  3. Rinse thoroughly with fresh water and remove any debris from inside the Throttle Button Chamber
  4. Place the Spring on the Piston followed by the Throttle Button
  5. Install the screw with applied thread-lock and tighten with power of approx. 0,9Nm

mceclip0.png

 

What is auto throttle lock?

AUTO THROTTLE LOCK (SAFETY)

The auto throttle lock is a safety feature designed to provide an additional layer of protection against accidental throttle activation. Its purpose is to prevent any unexpected acceleration that could potentially compromise the rider's safety or lead to undesirable situations.

By enabling this feature, you can rest assured that your board will remain stationary, even if the throttle is inadvertently engaged.

Once the auto throttle lock is activated, it works in a straightforward manner. After a few seconds of inactivity on the hand controller, the throttle will automatically lock, securing the board in a stationary position. To indicate the activation of this safety measure, the LEDs on the battery will dim, signaling that the board is in a locked state.

While in the locked position, any attempt to accelerate the board, regardless of throttle input, will not have any effect. This lock remains in place until you choose to reactivate the throttle functionality.

To reactivate the throttle and restore its availability, simply reapply the Power Key Leash, which serves as the key to unlocking this safety mechanism. Upon reconnecting the leash, the LEDs on the battery will brighten up, signifying that the throttle is once again active and ready to use. 

As a precautionary measure, we highly recommend keeping the auto throttle lock feature enabled at all times. By doing so, you prioritise safety and minimize the risk of unintentional throttle activation. 

My HC won't go down to 0% throttle even if the throttle button is released (only V.1 HC)

Symptoms: 

While the throttle button is released, my HC shows as if i'm holding the throttle. For example, there's always 17% throttle on. 

 

Note! This can only happen on V.1 hand controllers.

 

Resolution: 

The reason for this is, that the magnet sensor gets stuck. If your HC is showing anything else than 00% when throttle is not pressed, you can re-calibrate the magnet sensor by:

  1. Turn off the battery in case it's turned on.
  2. Push down the throttle fully and place a PKL on the side of the HC. 
  3. Release the throttle and slowly swipe the PKL up, along the side of the HC.
  4. If the magnet sensor does not re-calibrate after three tries, please contact Support for further assistance.

mceclip0.png

BP questions

What affects my riding time on a single charge?

The riding time is heavily dependent on some key specific things such as: 

  • Riders weight - the heavier the rider gets the more power it takes to keep him gliding on the water.
  • Water currents or/and waves - Water currents and waves can decrease the total riding time on a single charge.
  • Outside temperature - the batteries tend to discharge a bit faster when there's cold outside
  • Unbalanced cells - if your battery has unbalanced cells, it will discharge faster than usual. If you see unbalanced cells error, it's recommended to place the battery on the charger until it's fully charged. 
Why is my battery not charging?

Symptoms: 

My battery won't start charging while it is on the charger.

Resolution: 

There can be multiple reasons for this issue. Before you start charging, activate your battery with a Power Key and check that there aren't any critical warnings, as this can affect the charging ability. 

  1. Turn your battery OFF
  2. Plug in the Flex Charger to a power outlet.
  3. Grab and lift the Flex BP with the Handle and the locking handle.
  4. Carefully place the Flex BP on the charger and make sure that the connector pins on the Flex Charger are aligned with the connector on the Flex BP.
  5. Turn the locking handle downwards to secure the battery to the charger.
  6. Activate the Flex BP by placing the PKL in one of the receptacles on either side of the LED Display.
  7. A sequence of green lights indicate that the Flex BP is charging. When the sequence stops and all lights are static green, the Flex BP is fully charged.

Note: If the battery has no warnings and it still won't charge, check that you have electricity in the power outlet (possible blown fuse). 

I can't find my battery in the Awake Link app

Symptoms: 

I can't find my battery in the Awake Link application, to connect to it. 

 

Resolution: 

There could be multiple reasons for this. It depends on the phone's operation system and the health of your battery. 

Because the battery is sealed water tight, the Bluetooth signal getting out can be weaker. To assure maximum signal strength, place the phone on the battery LED lights as that's where the antenna is located. 

iOS:

  • Turn the battery ON
  • Place the phone on the battery LED lights
  • Turn on the Bluetooth
  • scan for your battery in the app

Android:

  • Turn the battery ON
  • Place the phone on the battery LED lights
  • Turn on Bluetooth and Location service
  • scan for your battery in the app
My battery LED lights are blinking red, what can I do?

Water detected inside BP(CRITICAL):

This error indicates humidity had previously been detected inside the BP and the information is now stored in the BP's memory. The battery is no longer usable and needs service inspection to determine if the battery can still be used.

FAULT_WATER_DETECTED.png

Action: 

Don't use and don't try to charge the battery. Isolate the battery in a safe location and contact Awake support. 

 

Overdischarged / Overcharged BP:

This error indicates that any cell row has gone under 2,5V or above 4,21V in any mode of operation. If this happens the battery will lock itself for safety reasons and you won't be able to charge or use it anymore. 

FAULT_BAD_BATTERY_CELLS.png

Action:

Don't use and don't try to charge the battery. Contact Awake support for analysis and further instructions. 

 

Battery temperature error:

Battery outside temperature range for safe use (charging/riding). This can happen if the battery was left in the sun for a prolonged period and then heavily used, or put on the charger right after a heavy ride and did not have time to cool off.

FAULT_BP_TEMP_RANGE.png

Action: 

Wait for the battery to cool down before charging or using it. 

 

CAN BUS failure:

This indicates communication in the battery or with the board is not working properly. Sometimes a restart helps. If the error persists, a service may be needed,

FAULT_CAN_BUS_ERROR.png

Action:

Restart the BP by disconnecting and then reconnecting the PKL. If the error remains, contact Awake support. 

 

Powerboard failure: 

This error indicates that the powerboard has not been communicating with the mainboard. You won't be able to charge or use the battery. 

FAULT_NO_PB_SIGNAL.png

Action:

Restarting the battery might help. If the error persists, contact Awake support for further analysis.

 

CM failure: 

CM reported a fault. When this error happens, riding is no longer possible with that board, but the battery might still work with other boards and chargers. The board connector module may need service or will work after it cools down.

FAULT_AVESC_FAULT_REPORTED.png

Action: 

Try disconnecting the battery from the board and cleaning the CM pins before reconnecting the battery again. If the issue persists, contact Awake support. 

 

ABMS error:

This error appears in case BMS overheats, BMS self-check fails or BMS has any internal faults.

FAULT_ABMS_ERROR.png

Action:

In case of this error, you won't be able to use your battery. Contact Awake Support for further analysis and troubleshooting.

My battery LED lights are blinking yellow, what can I do?

 

Overheating CM: 

This warning indicates overheating of the motor controller. The system will decrease the max throttle limit until the motor cools off. 

FAULT_ESC_OVERHEAT.png

Action: 

Stop riding as soon as possible and wait for the motor controller to cool down. If this error occurs often, a service may be needed.

 

BP temperature sensor failure: 

This warning indicates the battery cells temperature sensor is reporting invalid values, which indicates the battery cells temperature sensor fault. The board will switch to ECO mode. Charging and riding is still possible, but is not recommended.

FAULT_ECO_MISSING_BATT_TSENS.png

Action: 

Contact Awake support for further analysis and troubleshooting. 

 

CM temperature sensor failure:

This warning indicates the motor controller temperature sensor is reporting invalid values, which indicates a motor controller sensor fault. The board will switch to ECO mode. Charging and riding is still possible, but is not recommended.

FAULT_ECO_MISSING_ESC_TSENS.png

Action: 

Contact Awake support for further analysis and troubleshooting. 

 

Severely unbalanced BP:

The battery has severely unbalanced (>150mV voltage difference) cells. Charging until 100% full is recommended. This can harm the battery in the long run if not acted on. Battery with this warning will have shorter ride times.This BP state can be avoided by always letting the BP charge to 100%.

FAULT_SEVERELY_UNBALANCED_BATT.png

Action:

Leave the BP on a charger at least 7 days, or until it is fully charged.  

 

Moderately unbalanced BP: 

The battery has moderately unbalanced (>50mV voltage difference) cells. Charging until 100% full is recommended. This can harm the battery in the long run if not acted on. Battery with this warning will have shorter ride times. This BP state can be avoided by always letting the BP charge to 100%.

FAULT_MODERATELY_UNBALANCED_BATT.png

Action:

Leave on a charger for at least 4 days or until it is fully charged. 

 

EEPROM failure:

 User settings storage fault, data will not be saved after battery power is off. This error indicates the EEPROM storage appears to be faulty. User settings such as power mode or battery name may not be stored.

FAULT_EEPROM_FAULT.png

Action:

Contact Awake support for further analysis and troubleshooting. 

 

ABMS warning:

This means either the BMS temperature sensor is out of range (disconnected or bad), bad BMS communication, current sensor disconnection, or BMS overheating.

FAULT_ABMS_WARNING.png

Action:

The error can sometimes be fixed with a battery restart. If this does not help, contact Awake support for further troubleshooting.

 

Faulty Bluetooth module warning:

This error is shown when the BLE Bluetooth module is not operating. The battery is still usable but can’t be connected to the app.

FAULT_BLE_MODULE_FAULTY.png

Action:

Contact Awake support for further analysis and troubleshooting.