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

  • Updated

Battery levels of all SRAM AXS components are provided to the AXS Mobile App through the primary component. If the battery level of a component is unknown by the primary component at the time of app connection, the battery level will report as “unknown”.

Unknown-battery-level-axs-app.jpg

CORRECTING AN UNKNOWN BATTERY LEVEL

1) Shift and/or actuate every component of your AXS group to provide the current battery levels to the primary component.

2) Force quit the AXS Mobile app on your mobile device.

3) Open the AXS Mobile App. Ensure that Bluetooth is enabled and that your phone is connected to a cellular or Wi-Fi network.

1.primary-not-awake-axs-app.jpg

4) Lightly shake your bike or press and release the component’s AXS button to wake them from sleep mode.

AXS-button-location.jpg

Tech Tip | AXS buttons can be found next to the AXS logo on any AXS component.

5) Select [Connect]. Allow 5-10 seconds for the app to connect.

connect-to-master-alt-AXS-App.jpg

6) Press and release the AXS button on any remaining greyed-out components to reveal their battery level in the SRAM AXS Mobile App.

All-connected-AXS-App.jpg

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Comments

8 comments

Date Votes
  • Carroll Wills
    • Edited

    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

     

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  • 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.

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  • Alex M
    • Edited

    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

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  • 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.

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  • 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
    • Edited

    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.

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  • 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

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