🔴 Issue: No Power (Prime)Updated 3 hours ago

1️⃣ Troubleshooting Steps

   1. Symptom Check and Record a short video showing

• Move the unit to a different location, if possible.
• With the power cord unplugged, plug it directly into a wall outlet.
• Press the power button and record the video clearly showing that the unit does not power on.

   2. Have you experienced a power outage recently, before noticing the no-power issue with your unit?

   3. Watch the video guide below and check whether self-repair is possible for you

• If there was a recent power outage : 

           How to Replace Main PCB 👈Click Here

• If there was no recent power outage: 

          How to Replace Control PCB 👈Click Here

2️⃣ Please check your results

   1. Self-repair comfort

• Are you comfortable following the guide video to replace the Main PCB / Control PCB yourself?

◽ If not comfortable performing the self-repair ➡ No problem  

• please continue to Step 3 below and let us know, and we'll gladly explore alternative solutions to resolve the issue for you.

◽ If comfortable performing the self-repair ➡ Self-replacement is possible.

• Within warranty period: The Main PCB / Control PCB will be provided free of charge.
• Outside warranty period: You will need to purchase the Main PCB / Control PCB separately.
• Please continue to Step 3 below and let us know your order details so we can confirm your warranty status.

3️⃣ Please submit the following

1. Click "Contact Form" 

2. Fill out "Full name" and "Email" 

3. Select "Report issue" as the subject

4. Include the following in the message box

1. Order Number
2. Current Address
3. Contact Number
4. Power outage history (recent outage / no outage)
5. Self-repair comfort (comfortable / not comfortable)
6. Issue description

5. Attach the following photo directly using the "Attach Files" button

• Photo of the serial number sticker (next to the gray rating label)

6. Issue video link : showing the following steps

• Moving the unit to a different location (if possible)
• Plugging the power cord directly into a wall outlet
• Pressing the power button, clearly showing that the unit does not power on

Since video files are often larger than the form's 10MB limit, please upload to Google Drive or a similar file-sharing service, set sharing to "Anyone with the link" and paste the link in the message box.

🔵 Alternative

  1. Click the orange chat icon (bottom right) 

  2. Select an option from the chat widget to get help right away