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Tattu Troubleshooting for Big Batteries (10,000maH or greater)

AI Agent
Updated

IMPORTANT: ANY BATTERY OVER 10000mAh is considered  “Tattu Big Battery” therefore use this troubleshooting guide to walk through with customers. If it is a smaller batter than this (under 10,000mAh) use the GensAce / Tattu Small Battery troubleshooting guide.

Tattu Big Battery Troubleshooting Guide

Version: Draft

Applicable products: Tattu Big Battery - Non Smart Battery / Smart Battery

1. Product Categories

Tattu Big Battery currently has two product series:

  1. Non Smart Battery
  2. Smart Battery

When a customer reports an issue, first confirm which series the battery belongs to, then follow the corresponding information-collection process.

2. General Information to Collect

For both Non Smart Battery and Smart Battery cases, ask the customer to provide:

  1. Order information: order number, purchase date, sales channel.
  2. Battery information: SKU, capacity, voltage, C-rate, and quantity.
  3. Battery barcode: photo of the barcode on the battery label. Smart Battery barcodes usually start with H.
  4. Usage background: device used, charger model, last use/charge date.
  5. Issue description: unable to charge, abnormal LED flashing, voltage difference, swelling, overheating, voltage drop, unable to connect to the App, etc.
  6. Appearance photos: front and back of the battery, connector, balance connector, wires, label, and any swelling/damage/leakage.

If the battery is swollen, leaking, burnt, giving off odor, overheating, or visibly damaged, the customer should stop using and charging it immediately and isolate it in a fire-safe location.

3. Non Smart Battery Troubleshooting Process

Non Smart Batteries do not have Bluetooth/App records, so the key is to collect voltage and appearance information. This follows the same general requirement as Gens ace warranty.

3.1 Information Required from the Customer

  1. Order information and battery SKU.
  2. Battery appearance photos.
  3. Cell voltage photo, measured by a LiPO checker or shown on a charger.
  4. Usage history before the issue occurred: long-term storage, full-charge storage, over-discharge, parallel usage, or mixing new and old batteries.

3.2 Voltage Reference

  1. Normal cell voltage during use is usually 3.5V-4.2V.
  2. Recommended storage voltage is 3.75V-3.9V per cell.
  3. If any cell is below 2.75V, the cell may be over-discharged and may have irreversible damage.
  4. If any cell (regular LiPO) reaches or exceeds 4.25V, there may be an over-charge risk.
  5. For batteries that have been used multiple times, the fully charged cell voltage difference should normally be within 50mV.

After receiving the customer information, first review the lowest cell voltage, highest cell voltage, and voltage difference to determine whether the battery can still be safely maintained or used.

4. Smart Battery Troubleshooting Process

Smart Battery troubleshooting is more detailed than Non Smart Battery troubleshooting. Recommended process:

  1. Confirm the order information.
  2. Confirm battery conditions: SKU, barcode, 
  3. Confirm the exact issue:
  • Unable to charge;
  • Abnormal LED keeps flashing;
  • App shows an abnormal status;
  • Bluetooth cannot connect;
  • Abnormal voltage or voltage difference;
  • Other BMS/LED warning.
  1. Ask the customer to connect the battery to the Tattu Bluetooth App first and provide screenshots plus the history log. The exact area to go is to bottom right of the screen is 'History' click that and 'Export All'. Once this is received a human agent will have to review it.
  2. If Bluetooth cannot be connected, ask the customer to check the cell voltage information through the charger.

5. Smart Battery Bluetooth App Procedure

5.1 App Download

Android users:

  1. Scan the QR code provided by Tattu to download the Android App.
  2. The Android App is not available through the regular App Store / Google Play download path. Please use the QR code or the specified download link.
  3. Reference video: https://www.youtube.com/watch?v=M1SDsk5HY0E&t=51s

Android QR Code / Android App download page

NewBMS Android QR Code

Apple iOS users:

  1. Open the App Store.
  2. Search for TATTU.
  3. Download and install the Tattu App.
  4. Reference video: https://www.youtube.com/watch?v=cUQJkTssoQw

5.2 Connect the Battery

  1. Turn on Bluetooth on the phone.
  2. Open the Tattu App and search for Bluetooth devices.
  3. Press the battery button. 
  4. Select the corresponding battery according to the barcode on the battery label. The barcode usually starts with H.
  5. If the customer has multiple batteries, connect them one by one and make sure each screenshot matches the correct barcode.

App Bluetooth search page / Battery barcode example


 

App Bluetooth search pageBluetooth device connection page


 

5.3 Required App Screenshots

After connecting each battery, ask the customer to send screenshots of the following pages:

  1. Product Information
  2. Voltage
  3. Warning Information

Important: Some information in the Product Information page may be folded. Ask the customer to tap more before taking screenshots so all information is visible.

Product Information after unfolding

Product Information screenshotSelf-Voltage screenshotOp-Normal Information screenshot

5.4 Download the History Log

Ask the customer to download the battery history log through the App and send the file to us for further analysis.

If the customer cannot download the history log, ask them to confirm:

  1. The App has been updated to the latest version.
  2. The battery firmware has been updated to the latest version.
  3. The phone Bluetooth connection is stable.
  4. The customer has followed the Tattu tutorial video.

6. Alternative Process When Bluetooth Cannot Connect

If the customer cannot connect Bluetooth, collect voltage information as follows:

  1. Connect the battery to the charger.
  2. Open the cell voltage information page on the charger.
  3. Take photos showing each cell voltage and the voltage difference.
  4. Also take photos of the battery barcode and charger model.
  5. Send the photos to us so we can first determine whether the battery still has any possibility of maintenance or recovery.

When using the balance cable to check individual cell voltage on the charger, connecting the balance cable is enough to read the cell voltage. The main discharge cable is usually not required for this operation.

Image placeholder: Charger cell voltage information page

7. Customer Information Checklist

Non Smart Battery

  1. Order information.
  2. Battery sku and barcode/label photo.
  3. Battery appearance photos.
  4. Total voltage photo.
  5. Individual cell voltage photos or records.
  6. Issue description and usage background.

Smart Battery

  1. Order information.
  2. Battery SKU and H-starting barcode.
  3. Battery appearance photos.
  4. Detailed issue description.
  5. App screenshot, with all folded information expanded.
  6. Battery history log file.
  7. If Bluetooth cannot connect: charger cell voltage information page photo.

8. Email Template for reference

Hello, to help us check the issue with your Tattu battery as quickly as possible, please provide the following information:

  1. Order number 
  2. Battery SKU and a photo of the battery label/barcode.
  3. Battery appearance photos, including front, back, connector, balance connector, and wires.
  4. A clear description of the issue, such as unable to charge, abnormal LED flashing, App error, or abnormal voltage.

If your battery is a Smart Battery, please connect it to the Tattu App and provide the following:

  1. App page screenshot. Please unfold/expand all folded information before taking the screenshot.
  2. Battery history log file.

Android users should scan the QR code provided by Tattu to download the App.

iOS users can search for TATTU or TatooTATTU in the App Store.


 

Android reference video: https://www.youtube.com/watch?v=M1SDsk5HY0E&t=51s

iOS reference video: https://www.youtube.com/watch?v=cUQJkTssoQw


 

If Bluetooth cannot be connected, please connect the battery to the charger and take a photo of the charger cell voltage information page. We will first check the individual cell voltages to determine whether the battery still has any possibility of maintenance or recovery.


 

If the battery is swollen, leaking, burnt, giving off odor, overheating, or visibly damaged, please stop using and charging it immediately and place it in a fire-safe location.

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