Potential Issue Troubleshooting

Electronics can be tricky sometimes. We want to make sure that we have as much information as possible before moving ahead with an RMA. The below steps will walk you through some of the most common issue resolution steps. Please make sure to update to the latest firmware version Here. If these do not get your gear up and running, reach out and we'll get you taken care of!

  • Powering the unit - Note that firmware version 1.08.00 and beyond added in sleep mode for the screen.
    • Screen will now time out after one minute of no user input. To wake the screen, the Top Joystick needs to be moved (Power Button or clicking in the Top Joystick will not wake up the screen). To turn the unit off, the screen needs to be active.
      When charging, the screen will turn off after one minute. To check charge level, press the Power Button once to wake the screen. Hold for 3 seconds to power on as usual.
    • Confirm if the unit will power on when plugged in to the charger. If yes, charge for 10 hours when powered off then confirm unit will still not power on when unplugged.
  • Battery Indication/Life
    • See above to check battery indicator level during sleep mode. Confirm that the battery indicator flashes when charger is plugged in, either when unit is powered on or off.
    • Charge Arc II for 10 hours while powered off, then confirm that indicator did not reach full or that battery life is less than expected.
  • Post Firmware Update
    • If you encounter any new issues after updating firmware that did not happen previously, try power cycling the Arc II unit. When doing this, confirm that everything is plugged in and correct before powering the unit on. If the issue persists, try downgrading to the prior firmware and confirming that the issue does not re-occur.
  • Motor Movement
    • If motor movement is not behaving as expected, first check all settings are correct in the Settings menu (slider length, motor type, etc). Then try powering the unit down and confirming that all cables are connected to the corresponding ports. Power up and confirm issue still persists. If the behavior is new after a firmware update, try downgrading on confirming issue doesn't happen.
  • Swapping UI
    • When changing between the app and onboard controls, there is a chance of mixed up communication that can cause certain undesired motor movement. If this occurs, try power cycling the Arc II and running the move through the onboard controls.


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