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My collar is not charging (no lights when plugged in)

  • Updated

Symptom

  • The green battery LED does not light up when the collar is plugged into the charger

Environment

  • Halo Collar
  • USB-C charger

Resolution

Often, if you charge your collar while the USB charging port is wet, it will disable the charger before it disables the device.

  1. Confirm that the outlet works by plugging another charger into it
  2. If the outlet works, try plugging another device into your charger. If the charging works, that means your charger is not broken, and the issue resides in your collar.
  3. Look for dirt or debris inside of the collar's USB charging port. If it is possible you have dirt or debris inside, rinse out the port with fresh water and then tap out the water.  Then, allow the open port to air dry. Wait until the port is fully dry, then plug the collar in to attempt to charge.
  4. If this still does not work, then perform a hard reset while the collar is plugged in to the charger. To perform a hard reset, plug the collar into the power source and hold down the power button for 15+ seconds, and then release. 
  5. If the hard reset recovers the unit, send us the collar's system log files so we can analyze what went wrong (instructions on how to send System Log files)
  6. If the hard reset does not recover the unit, then it is likely broken and needs to be replaced.  This is typically due to charging the collar while water is in the port.

Important Notes

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