The battery will not charge through a USB connection or when connected to the AC adapter

The following are possible causes for when the battery is not charging. Follow the steps below to troubleshoot the issue.

If you are using a computer with operating system Windows 8.1 or Windows 10 installed, you may be unable to charge your device unless a driver is updated:

• More information about Windows 8.1 can be found here
• More information about Windows 10 can be found here  
  

For products using the USB charging function

Conditions for USB charging:

• Make sure the power of your device is turned OFF. The battery cannot be charged when the camera or camcorder is turned on, as the USB connection mode is activated (e.g. for transferring pictures between devices). 
• Only use the original USB cable that was supplied with your device.
• Make sure the battery is correctly inserted into the camera or camcorder.
• Make sure the camera or camcorder is properly connected  by USB to the computer. If needed, safely remove the USB cable from the computer and then re-connect it.
  
  NOTE: Charging with custom built or modified computers is not guaranteed.
  
  
• The charge indicator will not light up in case the battery is already fully charged. Safely disconnect the USB cable, turn the power of the device ON and check the current battery level.
  
  NOTE: It may take up to one minute before the correct battery level is displayed.
  
  
• Avoid that the computer is turning off, going to sleep mode or hibernate during the charging process.
• If using a laptop computer, connect the computer's AC adapter.

Troubleshooting:

• If the computer is in standby mode, disconnect the device from the computer, start up the computer and then re-connect the device when the computer is fully started up.
• If the device is not recognised or the charge process is not starting, try to connect it to a different USB port on the computer.
• If you have another computer available, see if you can charge your device with the other computer.
• If you have another battery of the same model, try with this other battery to see if the charge process is starting.

IMPORTANT: Depending on the recording conditions, the time it takes to fully charge a battery through USB could take up to three times of the actual recording time. If your computer is equipped with a USB 3.0 port with a lighting bolt symbol, as illustrated below, the charge time will be decreased.

For product using an AC adapter for charging

Conditions for charging with an AC adapter:

• Make sure the power of your device is turned OFF.
• Only use the original AC adapter that was supplied with your device.
• Make sure the AC adapter is plugged into a wall outlet.
• Make sure the battery is correctly inserted into the camera or camcorder.
• The charge indicator will not light up in case the battery is already fully charged. Disconnect the AC adapter, turn the power of the device ON and check the current battery level.
  
  NOTE: It may take up to one minute before the correct battery level is displayed.

NOTE: Below is an example of charging using a USB cable .

Troubleshooting:

• If you have another battery of the same model, try with the other battery to see if the problem remains.
• Unplug and then re-plug the AC adapter and battery.

If the matter is still unresolved, the product may need to be serviced. If you believe this to be the case, please contact us for further assistance.