ZOLEO Not Powering On or Charging

This article provides step-by-step troubleshooting for a ZOLEO device that isn't powering on or charging. These steps apply whether it's your first time using the device or it has previously worked and is now unresponsive. 

Before You Begin

• When unboxing your ZOLEO device for the first time, fully charge the battery before turning it on or connecting to the ZOLEO app.
  • • Please see: How To Charge Your ZOLEO.
• For optimal performance, avoid letting the battery run completely flat and charge the device regularly, even when in storage.
  • • Please see: Storing Your ZOLEO When Not in Use.
• Always use the provided charging cable or a certified USB cable with a wall charger rated at 1.5 amps or higher. 
• If the device has been in storage, it may have entered hibernation mode to preserve battery life. Charging it for 24 hours is required to wake it. 
• Avoid using the device outside of the supported temperature range of -20°C to 55°C (-4°F to 131°F).

Step-by-Step Troubleshooting

1. Press and Hold the Power Button
   • • Press and hold the power button for at least 5 seconds.
     • Release it only after you hear an ascending tone or see the Power LED turn on. 
2. Check the Operating Temperature
   • • Ensure the device is within its support temperature range of -20°C to 55°C (-4°F to 131°F).
     • If it's too hot or too cold, bring it back to room temperature and try again.
3. Inspect Charging Connection
   • • Plug the device using the original ZOLEO charging cable and a wall charger rated 1.5A or higher.
     • Look for signs of charging: the Power LED should glow amber or yellow. 
     • If there's no light or sounds, apply moderate pressure to the connector to confirm it is seated correctly. Avoid forcing it as this could damage and break the charging port. 
4. Test Alternate Chargers
   • • Try different USB cables and plugs.
     • Please ensure that both the alternate cables and plugs work and can charge other devices, and meet the minimum 1.5A rating.
5. Charge for 24 Hours
   • • Leave the device plugged in to charge for at least 24 hours.
     • This is important if the battery has entered hibernation mode or if it has been depleted entirely.
6. After 24 Hours
   1. • Unplug the cable and plug it back in firmly (but carefully, not to break the charging port). 
      • The Power LED should now light up amber or green, which indicates the device is working as expected.

If the Issue Persists

If your device still won't power on or charge after completing all the steps above, please prepare the following information before contacting our Technical Support team:

• Device IMEI number – This 15-digit number (starting with "30") can be found on the back of your ZOLEO device or in the box it came in.
• Account number and billing address for verification – Log into your MyZOLEO account at myzoleo.com and go to the My Account section. Your account number is displayed in the top-left panel (e.g., "ZU00000"), and your billing address is shown in the lower right, under Billing Address. 
• A description of the issue and the troubleshooting steps you've completed, along with what happened after each step. 
• How long you've had the device. 
• When the device was last successfully powered on or charged.
• If the device has been in storage, please let us know whether it was fully charged before storage and whether it has been charged regularly every six months and kept up to date with firmware updates. 

Once you have gathered this information, please reach out to our Technical Support Team, and we'll be happy to assist you with the next steps.