Skip to main content

Why is a component's battery level reporting as a question mark?

Comments

21 comments

  • Carroll Wills

    What about when all components show green but master component shows question mark? Tried all resets and none solved this problem. Even tried taking battery out and putting back in on master component. Firmware on all components is up to date. Any help would be appreciated. https://www.dropbox.com/s/kudk8cpv9vc3xdn/IMG_1683.PNG?dl=0

     

    0
  • SRAM Rider Support

    Hey Carroll,

    So sorry for the late reply! This is a great question and one that I am happy to help with. Your issue is far less common, but I am quite confident we can resolve it. 

    There are several possible causes for this, but following the below steps should correct it.

    1. Delete your current AXS bike profile within the AXS Mobile App. 
    2. Delete the AXS Mobile App from your mobile device, and then re-install it. 
    3. Perform the AXS system pairing process - instruction here
    4. Open the AXS Mobile App and log in. 
    5. Create a new bike profile, and then add your components - instruction here

    If following these instructions does not resolve your issue, please let me know.

    Alex
    SRAM Rider Support

    0
  • Phillip Stern

    My new bike has 

    • Shift Levers: SRAM Rival eTap AXS, hydraulic
    • Front Derailleur: SRAM Rival eTAP AXS, braze-on
    • Rear Derailleur: SRAM Rival eTap AXS, 12-speed

    I am having these problems with the SRAM AXS appWhen I want to check the battery levels of my eTap components I have to go through these steps each time:

    1. Push the buttons on the components (which has side effect of shifting)
    2. Click arrow next to a component in app
    3. Click back arrow in app
    4. Now I can see the battery level
    5. Repeat for each component (rear derailleur, front derailleur, right shifter, left shifter)

    “Shake to Wake” doesn’t work to pair the components to the app. I have to push each component’s button to pair.

    Pedalling wakes the components so that they will shift, but not so they pair to the app. I have to push each component’s button to pair.

    I followed your instructions from Alex to Caroll above in the comments:

    1. Delete your current AXS bike profile within the AXS Mobile App. 
    2. Delete the AXS Mobile App from your mobile device, and then re-install it. 
    3. Perform the AXS system pairing process - instruction here
    4. Open the AXS Mobile App and log in. 
    5. Create a new bike profile, and then add your components - instruction here

    I used the following SRAM links:

    The problems persist. I cannot wake components by shaking. I have to go through the laborious steps of “push button, select component in app, go back” in order to see battery level.

    0
  • Alex M

    Hello Phillip,

    Thanks for your comment! I am sorry to hear that you are having difficulty with the AXS App. I am here to help! The process that you describe for connecting your components to the AXS Mobile App is the expected behavior.

    BLE broadcast is only activated when pressing the component's AXS button. This is done to preserve component battery life. 'Shake to Wake' activates SRAMlink (also called Airea) and Ant+. 

    SRAMlink is the secure wireless protocol used between AXS components to communicate shift and derailleur position commands. When you press a shifter button and a derailleur shifts, that message is sent over SRAMlink. 

    Ant+ supports the communication of AXS component shift and battery level data to compatible cycling head units. Garmin and Wahoo accounts can then be linked to AXS Web to provide post-ride analysis and low battery alerts. 

    Each component LED will also display the same battery level information you'll find in the AXS App. This can be revealed by pressing the individual component's AXS button or performing a shift or actuation via a controller. Whenever a shift or actuation command is sent, the sending and receiving component's LED will flash its current battery status.

    Alex
    SRAM Rider Support

    0
  • A H

    I have the same problems as the 2 above. I tried the steps you gave Carroll; didn’t work. I also cannot shake to wake- doesn’t work.
    My Master is a Rival RD Max 36T. The Rival FD & the Rival Controllers L & R will show the battery level; the Master always has a question mark. I did delete and reinstall the Sram AXS app twice.

    0
  • Alex M

    Hello A H,

    Thanks for reaching out to share! If your Rival RD is the master component but does not display a battery level, it may be related to something else that our App team is investigating. 

    I have created a support ticket from your comment to discuss this further. 

    Alex
    SRAM Rider Supporet

    0
  • Sebastian

    Good day, I'm having issues checking the battery level of my front derailleur, it just shows as a red battery with an exclamation mark even after charging, I even swapped the batteries around from my rear derailleur and it's stil shows the same. Even on the derailleur it selfs the light just shows red even with a full battery.

    0
  • Alex M

    Hello Sebastian,

    So sorry for the delayed reply! The red exclamation mark is typically related to a firmware update condition, not battery level, so I have some additional questions. 

    I have created a support ticket from your comment to discuss this in greater detail. Expect to receive a direct message from our team soon!

    Alex 
    SRAM Rider Support

    0
  • KT Tsang

    Comes across same issue with question mark, same question as A H above

    I have the same problems as the 2 above. I tried the steps you gave Carroll; didn’t work. I also cannot shake to wake- doesn’t work.
    My Master is a Rival RD Max 36T. The Rival FD & the Rival Controllers L & R will show the battery level; the Master always has a question mark. I did delete and reinstall the Sram AXS app twice.

    0
  • Alex M

    Hello KT,

    Thank you for your comment! I am sorry to hear that you are having issues, and I would be happy to help. 

    It's best to discuss this issue through a support ticket, so I have created one from your comment. Expect to hear from our team shortly!

    Alex
    SRAM Rider Support

    0
  • marcelo Figueiredo

    hello, 

    i have the same problem at KT, Carroll and alex M.

    I have rival rd max 36t, and in APP dont show me battery level (?).

    0
  • Alex M

    Hello Marcelo,

    Thank you for sharing your experience. I am sorry that you are also experiencing this issue, and I am happy to assist. 

    I have created a support ticket from your comment, so please expect a direct message from our team shortly!

    Alex
    SRAM Rider Support

    0
  • Mark Lonergan

    I am having the same issue are Carol.  I have followed the steps to delete the bike and the app and reinstall.  The components pair on the bike and I can see the components on the All but the Rear mech (master) still shows a grey battery ?

     

    0
  • Alex M

    Hey Mark,

    Thanks for the comment! I am sorry that you are having this issue as well, though we hope to have it resolved in a (very near) AXS App update. 

    I have created a support ticket from your comment so we can stay in touch!

    Alex
    SRAM Rider Support

    0
  • Erlendur S. Þorsteinsson

    Adding my name to the issue that Carroll Wills reported. I'm experiencing the same issue (possible after upgrading my phone to iOS 15.1). I get the battery level of my left and right shifters and from the power meter, but only a grey question mark on the master device. I have 1x setup so there is no front derailleur. I just charged the battery and everything works (all shifting is fine), it's just that app connects to the master device but can't tell me the battery level.

    0
  • Alex M

    Hello Erlendur,

    Thanks for your message! We believe this issue is App related and are currently prepping an update that we hope will resolve its occurrence. The exact release date is unknown but is expected very shortly. 

    Alex 
    SRAM Rider Support

    0
  • LL

    Hi, same issue with the few users above. Please create ticket or send me updates regarding this issue as well. Thanks.

    0
  • Alex M

    Hey LL,

    Done!

    Alex
    SRAM Rider Support

    0
  • Campbell Mattiello

    When I connect my App to my Force AXS set, I am able to connect to all the components, but both the front left and right  changers show an exclamation mark (!), I have found no other documentation on this. When depressing the paddles the light shows green indicating proper battery level and all components have had the lats firmware, please help! Thank you!

    0
  • Alex M

    Hello Campbell,

    Thanks for the message! I am sorry to hear you are having this issue. It is a software bug and does not indicate any issue with your shift-brake levers. If your shift-brake lever LEDs are flashing 'Green,' there is no need to change the batteries. 

    Our app team is aware of this issue and currently prepping a solution. Until the solution is released, refer to the shift-brake lever LEDs for the current battery level.

    To activate the LED, perform a single press and release of the AXS button located on the backside of the shift paddle. The LED color that flashes represents the current battery level.

    • If the LEDs flash green, there is no need to change the batteries.
    • If the LEDs show a single RED flash (1-6 months remaining), or a Rapid RED Flash (less than one month remaining), we suggest installing new CR2032 batteries. 

    eTap AXS battery information can also be found within the eTap AXS Systems Manual 'LED and Battery Overview' section.

    Tech Tip: Always use high-quality, name-brand CR2032 batteries to ensure the longest operating time. The use of low-cost 'bulk-purchase CR2032 batteries will significantly decrease operating time and are never recommended. Batteries from Duracell, Panasonic, Energizer, andSony, are all acceptable. 

    Alex
    SRAM Rider Support

    0
  • Campbell Mattiello

    Thank you! I will make sure took for a firmware update at some point.

    0

Please sign in to leave a comment.