ATENCO UPS
Support Hub
Get technical support, commissioning guidance, troubleshooting help, warranty / RMA assistance, SNMP / BMS setup support, battery-system guidance and project service coordination for ATENCO UPS systems.
Support availability, response time and on-site service depend on project location, product series, partner coverage and service agreement.
What Do You Need Help With?
Choose your topic and see what information to prepare so ATENCO can review your request faster.
Installation / Commissioning
Wiring, start-up, battery connection, bypass, parallel and commissioning guidance.
⚠Alarm / Fault Troubleshooting
Alarm codes, LCD messages, event logs, voltage readings and fault-condition review.
🔋Battery Runtime / Battery Cabinet
VRLA / lithium battery cabinets, runtime sizing, battery quantity, Ah rating, charger settings and BMS review.
📡SNMP / Monitoring / BMS
SNMP card setup, RS-485 / Modbus RTU, dry contact, shutdown-software functions where supported, and BMS integration by series.
📋Warranty / RMA Request
Warranty check, failure documentation, serial-number review and return-material authorization / RMA handling.
🔨Spare Parts / Accessories
Power modules, battery modules, battery cabinets, SNMP cards, relay cards, parallel kits and external maintenance bypass accessories by series and project configuration.
💾Firmware / Software
Monitoring software, SNMP tools and firmware support by approved procedure and product series.
📄Datasheets / Manuals / Certificates
Datasheets, user manuals, SNMP guides, certificates, declarations and project compliance documents.
Before You Contact Support
Having this ready helps ATENCO’s technical team review your case faster, with much less back-and-forth.
- UPS model / capacity (kVA)
- Serial number
- Site country / city
- Purchase date / invoice or project reference
- Alarm code / fault message
- LCD screenshots or event log
- UPS operating mode: mains, battery, bypass, ECO, fault or shutdown
- Load percentage
- Input / output voltage
- Battery voltage, battery quantity and battery Ah
- Battery cabinet model and wiring photos, if applicable
- SNMP / monitoring screenshot, if a monitoring issue
- Short video, if the behaviour is intermittent
For battery or installation issues, include clear photos of UPS terminals, battery cabinet wiring, breaker position and LCD battery settings.
Support by Product Series
Support topics vary by UPS series and project configuration. Find your platform below and prepare the relevant details before submitting a support request.
Single-Phase UPS
LT1E / LR1E · TM11E / TM11E Elite · RM11E / RM11E Elite / RM11E PRO
- Overload, low-battery, bypass and fault-alarm handling
- Battery replacement, runtime check and charger setting review
- Rack / tower installation and input / output wiring check
- LiFePO4 lithium battery support for RM11E PRO
- SNMP setup, EPO / dry-contact support by model
3:1 UPS
TM31E · RM31E
- Three-phase input / single-phase output wiring check
- Input phase sequence, neutral and grounding review
- Battery quantity, runtime and charger setting review
- Rack / tower configuration by model
- External battery cabinet support by model
3:3 UPS
TM33E 10–40 · TM33E 50–200 · RM33E
- Parallel setup and LBS synchronization by model
- External battery strings and runtime sizing
- VRLA support; lithium / LFP support by series and project configuration
- Generator input, bypass and charger setting review
- SNMP / Modbus monitoring support
Transformer-Based UPS
TM33-ET
- Galvanic isolation and neutral re-derivation review
- Transformer-based installation and grounding check
- External VRLA battery system and runtime sizing
- Parallel / LBS configuration by model and project design
- Input / output grounding and bypass coordination review
Modular UPS
TM66E Compact 30–75 · TM66E Modular 10–150 · TM66E Modular 40–600 · TM66E Large Modular 400–1200
- Power module, bypass module, monitoring module and ECU handling
- Parallel, N+X and LBS configuration by platform
- VRLA / lithium battery system review by series and project configuration
- BMS communication, charger setting and battery-runtime review
- ECO / HECO mode, event log and diagnostic review by platform
Outdoor UPS
PowTerra Outdoor UPS
- Cabinet environment, IP rating and site-condition review
- Climate-control system check: fan, heater and air-conditioning by configuration
- Outdoor battery maintenance and temperature-condition review
- Remote monitoring, alarm and communication review
- Site photos, cabinet location and ambient-condition review
Communication & Monitoring Accessories
SNMP cards · RS-485 / Modbus · Dry Contact · BMS
- SNMP network setup, IP address and web access review
- RS-485 / Modbus RTU communication check
- Dry-contact alarm mapping and EPO / REPO wiring review
- BMS integration support by UPS series and battery system
- Screenshots, firmware version and network settings required
Support by Issue Type
Common situations and what to prepare so ATENCO can review the issue faster.
UPS Won’t Start
Prepare: UPS model, input voltage, battery voltage, LCD alarm, EPO / REPO status, input/output breaker status, battery breaker status and recent installation changes.
UPS Alarm / Fault Code
Prepare: alarm code, LCD screenshots, event log, load %, UPS operating mode, recent site changes and any voltage readings shown on the display.
Battery Runtime Too Short
Prepare: battery model / Ah, battery quantity, battery age, load %, runtime test result, battery voltage, charger setting and ambient temperature.
SNMP / Communication Issue
Prepare: SNMP card model, IP address, network screenshot, firmware version, laptop subnet test, browser login result and RS-485 / Modbus settings if applicable.
Parallel / LBS Issue
Prepare: UPS model and quantity, parallel / LBS cable status, firmware version, system mode, input/bypass source status, phase sequence, LCD screenshots and wiring photos.
Battery Cabinet / Wiring Issue
Prepare: UPS model, battery cabinet model, battery quantity, battery Ah, total DC voltage, positive / neutral / negative voltage readings, breaker status, cabinet wiring photos and UPS battery settings.
Knowledge Base
Find ATENCO-specific support guidance by topic, UPS series, battery system, monitoring interface and project requirement.
UPS Installation & Wiring
Installation, start-up, grounding, input/output wiring, bypass and battery-connection guidance for single-phase, three-phase, modular and transformer-based UPS systems.
Battery Cabinet & Runtime
External VRLA cabinets, lithium battery cabinets, battery quantity, runtime sizing, charger current, battery settings and BMS review for ATENCO UPS platforms by model and project configuration.
Alarm Codes & Troubleshooting
Alarm codes, LCD messages, event logs, voltage readings and fault-condition review across the ATENCO UPS range.
SNMP / Modbus / BMS
SNMP card setup, web access, RS-485 / Modbus RTU, dry contact, shutdown-software functions where supported, and BMS integration by UPS series and configuration.
Parallel / LBS Configuration
Parallel operation, N+X redundancy and Load Bus Synchronization setup for selected TM33E, TM33-ET, RM33E and TM66E configurations.
Firmware / Software / Monitoring
Monitoring software, SNMP tools, firmware version checks and update support by approved procedure and product series.
Warranty / RMA
Warranty check, serial-number review, failure documentation, return-material authorization / RMA handling and spare-parts requests.
Certificates / Compliance
CE, IEC 62040, EMC, LVD, declarations, certificates and project compliance documents by product series and model scope.
Submit a Technical Support Request
The more detail you include, the faster ATENCO can route, review and support your case.
What Happens Next?
Your support request is received by ATENCO support.
It is routed to the right technical, warranty or project-support contact.
ATENCO’s technical team reviews your model, serial number, alarm details and site readings.
You receive next steps; on-site service is coordinated through the local distributor or partner where required.
Response time and on-site service depend on project location, service agreement, product configuration and partner coverage.
Warranty / RMA
Have your serial number, purchase / invoice reference, failure description, LCD alarm screenshot and site photos ready. Submit the form above and select “Warranty / RMA” as the issue type, or email support@atenco-power.com.
Safety & Service Notes
Important: UPS installation, battery wiring, battery cabinet connection, parallel / LBS configuration, firmware upgrade and lithium battery integration must be performed by qualified personnel according to ATENCO documentation, approved project design and local electrical safety requirements. Incorrect battery wiring, DC polarity, neutral / earth connection, bypass wiring or parallel configuration may damage equipment or create a safety risk.
Technical support is provided through ATENCO and its authorized distributor / partner network. Support availability, response time and on-site service depend on project location, service agreement, product configuration and partner coverage.
Need Help with an ATENCO UPS Project?
Send your UPS model, serial number, issue description, alarm code, site voltage, load percentage, battery configuration and screenshots. ATENCO will route your request to the appropriate technical, warranty or project-support contact.