EcoFlow RIVER Frequently Asked Questions
Find out the THEME you are interested in, then read the questions and answers. If you cannot an answer to your question, please call us or send an email.
THEME: RIVER BATTERY
1. WHAT IS THE BATTERY CAPACITY OF RIVER?RIVER has a battery capacity of 288Wh (80,000mAh).
2. WHAT IS THE LIFESPAN OF THE BATTERY?RIVER’s battery maintains 80% capacity after 500+ cycles, which is much better than a phone or laptop battery.
3. WHAT ARE THE BATTERY CARE AND STORAGE?1. Please use or store the product in an environment temperature between 20°C to 30°C, away from water, heat, and other metal objects.
2. For long-term storage, please discharge the battery to 30% and recharge it to 60% every three months; products that have not been charged and discharged for more than 6 months will not be covered by the free product warranty.
3. For safety, please do not store the product in an environment temperature higher than 45°C or lower than -10°C for a long time.
4. To prolong the battery life, please use the product in an environment temperature between 20°C to 30°C.
The type of cell batteries are: 18650, NCM batteries, 5 parallel and 8 series, 40 cell batteries.
5. WHAT IS SoC CALIBRATION?Guide the customer to discharge the unit until it shuts down and then charge to 100% until no input power and do a complete charge and discharge to calibrate.
6. CAN RIVER USE AN EXTRA BATTERY?RIVER does support River Extra Battery (see details below).
THEME: RIVER AC AND CAR CHARGING
1.WHAT ARE THE CHARGING STANDARDS? HOW LONG DOES IT TAKE TO CHARGE MY RIVER?
It supports three charging methods: mains charging, car charging, and solar charging, mentioned as followed:
Mains charging
Voltage of AC charging input: AC 220-240V (50Hz) Current: 10A
AC charging input power: X-Stream supercharge 250W max
X-Stream supercharge charging time: 1 hour 0-80% 1.6 hours 0-100%
Charging with car charger
Input of car charger: 12V/24V, DC 8A (maximum)
Charging time: 3 hours
Charging with solar panel
Solar charging input 200W 10-25V DC 12A (maximum)
Charging time: 1.6-3 hours (110W x 2 in parallel)
1. If the temperature is too high, turn off the machine or stop the load, and let RIVER cool down for some time
2. If the temperature is too low, place RIVER in a place with high surrounding temperature or with electrical appliances to discharge for a while, let the battery heat up before charging.
3. The charging power of the machine is related to the SoC of the battery. When the machine starts charging from 0% or is about to be fully charged, it is normal that the charging power gets lower.
Carry out SoC calibration and do a complete charge and discharge cycle, then try to see if reappears during charging. If it still occurs, please provide a video explaining the fault and contact the after-sales service.
4. DOES IT SUPPORT CHARGING WHILE USING?Yes, RIVER supports charging and discharging when charging in vehicles, solar panel, etc. However, when the battery of the machine is low or is about to run out, it is best not to output while connecting to DC charging (solar/vehicle charging); at this time, if the input of the power is less than or equal to the output power, the device will continue to consume power, which may result in power loss and eventually damage the battery.
5. WHETHER THE SIMULTANEOUS ACCESS OF AC AND CAR CHARGER IS SUPPORTED?No, currently only supports one of them to be connected separately for charging.
6. WHAT TO DO IF THE BATTERY FULL CHARGE TO 100% IS UNABLE?Conduct SoC calibration i.e. fully discharge and charge the battery.
7. WHETHER THERE IS OVERCURRENT PROTECTION FOR AC CHARGING?Yes, when the continuous current is greater than 10A, the switch button of overload charging automatically pops up, and the AC charging is disconnected. If there is no fault, press the switch to reset and resume charging
8. IS IT POSSIBLE TO USE THE OTHER PRODUCTS TO CHARGE RIVER?Apart from home grid, car charger and solar panel, you can also charge RIVER with a generator or inverter as long as it can provide 220-240V (50Hz) AC power, and output sine wave through RIVER's AC output port. While charging RIVER, you should ensure that the AC input power is higher than 300W. If the slow charging is enabled, ensure that the input power is higher than 140W.
9. WHETHER THE TOTAL HARMONICS DISTORTION (THD) LEVEL CAN BE USED AS THE BASIS FOR JUDGING THE CHARGING OF RIVER?No, it depends on the specific AC waveform. EcoFlow products currently support a total of more than 30 waveforms, except those at zero oscillation point. Whether a device can charge RIVER or not has nothing to do with the THD level; instead, it is correlated with the oscillation position of the waveform. The charging availability depends on whether the output power, voltage and current of your generator can meet RIVER's charging standards.
10. WHY RIVER CANNOT TURN ON?1. Check if it is caused by insufficient battery. If it is, charge and turn it on again. If the charging fails, please follow the instructions on charging failures.
2. If there is no response after you short press or long press the Main Power Button for 3 seconds, please contact EcoFlow Customer Service.
AC output overload: AC icon will appear on the screen and the OVERLOAD icon will flash
1. Check whether the power of the access device is within our power range, access 600W-1800W power device to confirm whether x-boost is on. The default is on, you can connect APP to confirm again
2. In EPS mode, the maximum power we support is 600W, confirm whether the power equipment is within the range.
3. If the instant power consumption device is overpowered, it will be unable to run
DC output overload: The USB icon and Overload icon will flash together on the screen.
1.DC-Car charger output overload, confirm whether the rated current of the power device is within 8A, if the current is too large, it will lead to overload and even burn the car charger port
2. If there is an output overload of the DC-USB-Type C interface, confirm whether the power device is within the current limit of interface
The charging logic of RIVER is that the battery level indicator turns 100% first while it continues to charge for a while until it's really fully charged.
13. WHAT TO DO IF THE CAR CHARGER DOES NOT CHARGE RIVER?1. Confirm whether the cigarette lighter of the car has normal power output. You can check the car DVR or try charging your phone in the car via the cigarette lighter.
2. Charge RIVER with a third-party car charger cable to check if the problem lies in the RIVER Car Charger Cable. Or you can use a solar panel to charge RIVER. If it works, it can be sure that the fault is in the EcoFlow Car Charging to XT60 Cable. In this case, you need to change the cable. If the solar panel can’t charge your RIVER, please contact EcoFlow Customer Service.
The car charging port XT60 is a standard car charger's input port. You can power your device with a RIVER Car Charger Cable (1.5 m) or a third-party car charger cable to charge.
15. WHAT TO DO IF THE STANDARD CAR CHARGER DOES NOT WORK?1. Please confirm whether the car cigarette lighter has normal voltage and power output. You can check the driving recorder or use your mobile phone to charge the cigarette lighter.
2. Use the customer’s own car charging cable to confirm whether it is a problem of the standard car charging cable, or try using a solar panel to charge RIVER. If the solar panel can be used to charge, it means that there is a problem with the change of car charger to XT60 line. Change the cable, and if the solar panel still cannot be used to charge, then contact the after-sales department.
It is a regulated voltage, even if the battery is very low, it would still be fixed and stabilized at 12V.
17. NO OUTPUT OF CAR CHARGER PORT?1. Confirm whether the DC switch is turned on, and the DC switch will always light up
2. Try to replace the head of the charger to see whether the cable is faulty
3. If none of the above methods work, provide a video explaining the fault and contact after-sales processing.
When the car is out of power, you can use a dedicated patch cord to charge the car battery. The charging time is about 15-20 minutes. There are no patch cords among the accessories, and the customer needs to purchase it by themselves.
(Note: When charging, do not start the car, otherwise it will cause the battery to malfunction)
THEME: RIVER OUTPUT POWER
1. WHAT IS RIVER OUTPUT POWER?RIVER supports AC output, USB output, DC5521 output, car charger output, which is total of 4 output methods, providing a total of 10 output ports:
1.AC output (pure sine wave) - 2 pcs
AC output power: rated power 600W, surge value 1200W, 220V, AC 50Hz
Smart Inverter System: X-Boost supports 600W-1800W device(s).
2. USB-A port - 2 pcs
Parameters: 12W, 5V, DC 2.4A
3. USB-A fast charging port - 1 pc
Parameters: 18W, 5-12V, DC 2.4A (maximum)
4. Type-C port - 1 pc
Parameters: 100W, 5-20V, DC 5A (maximum)
5.Car charger port - 1 pc
Parameters: 136W,13.6V,DC 10A(maximum)
6. DC5521 port - 2 pcs
Parameters: each port 13.6V, DC 3A (Max)
There is no 100% pure sine wave. Any product contains a certain ratio of harmonics. The harmonic rate of EcoFlow products is as low as 3%, which can drive some inductive loads on the market, such as induction cookers.
3. WHAT ELECTRICAL APPLIANCES ARE SUPPORTED BY RIVER?Support within the standard output power range, as shown in the figure on the right, you can also see the rated input power through the user manual or nameplate, or calculate according to the formula W=U*I (rated voltage multiplied by rated current). Note that since the start-up power and actual power of different brands of products are different, it depends on the actual measurement to determine whether it can be supported.
4. WHAT TO DO IF RIVER CANNOT POWER ELECTRICAL APPLIANCES?1.If you are powering your appliances through DC car charging or AC charging, please check whether the DC Power Button/AC Power Button is on.
2.If the output still fails when the DC Power Button/AC Power Button is on, please check whether the output power of RIVER can meet the charging power requirements of your appliances.
3.The charging power will not be shown when the DC/AC power is lower than 1 watt, but actually the device is charging. You can try charging another device with RIVER.
4.In case of an overload protection alarm prompt on the LCD screen, indicating that the charging power is too high, please shut down RIVER and cool it down for a while, or change the overloaded device to a low-power device to try again. (Shut down RIVER and restart it after cooling it down for 30 minutes. If the alarm prompt does not disappear after the restart, record a video and sent it to EcoFlow Customer Service.)
5.The AC Power Button automatically turns off after 12 hours of idle operation. In this case, you need to turn it on again.
As the power of each electrical appliance is different, the discharge efficiency of RIVER is less than 100%. Hence, the actual use time of electrical appliances may be shorter than the theoretical time. The discharge efficiency should be calculated based on the continuous power of your appliances. If you have any questions, please provide the specifications of your appliances to Energian Customer Service for calculation.
6. WHAT TO DO IF THE LOSS OF POWER OF RIVER IS TOO QUICK OR THE STANDBY TIME OF RIVER IS TOO SHORT?1. Check if there are any high-power electrical appliances connected.RIVER’s battery capacity is 288 Wh. Normally, if the power of connected electrical appliances is 288W, RIVER’s battery will run out in about 1 hour.
2. If the AC Power Button keeps on, even if there is no electrical appliances connected, RIVER battery will run out in a day due to its own power consumption.
3. You can discharge the battery to 0% and recharge it to 100% to calibrate the SoC.
AC output overload: AC icon will appear on the screen and the OVERLOAD icon will flash
1. Check whether the power of the access device is within our power range, access 600W-1800W power device to confirm whether x-boost is on. The default is on, you can connect APP to confirm again
2. In EPS mode, the maximum power we support is 600W, confirm whether the power equipment is within the range.
3. If the instant power consumption device is overpowered, it will be unable to run
DC output overload: The USB icon and Overload icon will flash together on the screen.
1.DC-Car charger output overload, confirm whether the rated current of the power device is within 8A, if the current is too large, it will lead to overload and even burn the car charger port
2. If there is an output overload of the DC-USB-Type C interface, confirm whether the power device is within the current limit of interface
8. WHAT TO DO IF NO OUTPUT OF USB-A, USB Type-C PORTS OCCURS?
1. Confirm whether the DC switch is turned on, and whether the DC switch light is always on after it is turned on
2. Change to a different USB-A port, try to connect to other USB ports such as USB-C, and confirm whether it is just the problem of single port
3. Replace the USB cable to confirm whether the cable is faulty
4. If there is no output from the USB port after the above methods, provide a video explaining the fault and contact the after-sales service
1. If the light bulb only flickers occasionally when turned on, it might be caused by instant charging voltage fluctuation. In this case, normal product use won't be affected.
2. If the light bulb constantly flickers, you can change it with a new one. If the problem remains after you change a new bulb that meets RIVER's charging standards, you can contact EcoFlow Customer Service and provide the flickering video and the light bulb's charging specifications.
Allow customers to try to connect other brands of speakers to confirm whether the noise still exists. Some speakers’ EMC electromagnetic compatibility is not good enough. It is a problem with the speaker itself, not a fault of the product itself. If the noise still exists after replacing the speaker, please make a video showing the fault and contact the after-sales department.
11. WHAT TO DO IF THE FAN DOES NOT WORK?1. The fan only starts when the built-in inverter temperature is higher than 75℃, the battery temperature is higher than 45℃, and the car charger temperature is higher than 85℃. If the fan does not turn, maybe it’s because the operating temperature is not high enough. You can let the device run for a while and then check the fan.
2. If the fan hasn’t been working for a long time, you can try using a high-power electrical appliance and check if the fan works when the temperature on LCD screen exceeds 45℃.
Confirm whether it is just fully charged, if the device has just been fully charged, the temperature is too high, the fan speed is high, and the sound may be loud. This can reassure the customers. The fan is designed to cool the device and protect the device. Even if the sound is loud, there will not be an impact on its use. If the customer is still not at ease, guide the customer to take a video at a distance of 2 meters from the device, and the technology department will confirm remotely whether there is an abnormality.
13. WHEN AND WHY RIVER SHUT DOWN?1.Battery of RIVER runs out,please charge battery.
2.If AC and DC button turned of, with no input or other load access for 120 minutes, the product will automatically shut down.
3.Check if you set standby time on the app. Please enter the app, tap System Standby to adjust the standby time.
1. Check whether the battery is working, whether the LED switch is turned on, and whether the switch light is on
2. Provide a video explaining the fault and contact after-sales processing.
It can support several machines. It is recommended to use two sets, the serve unit need to be fully charged with AC load, and it is not recommended to use EPS function when working with multiple machines.
THEME: RIVER APP
1. THE ECOFLOW APP DOES NOT CONNECT TO THE RIVER?1.Long press the IOT Button for 3 seconds,When the Wi-Fi status icon flashes ,it means Wi-Fi is on
2.Move your phone as close to RIVER as possible, search for the Wi-Fi signal named "Ecoflow__xxx" and follow the prompts to connect.
3.If your phone fail to detect the Wi-Fi signal of RIVER, you can restart RIVER or try another mobile phone.
4.If none of the above methods work, please provide the SN photo at the bottom of the device and contact EcoFlow Customer Service.
1.Press IOT Button again to try reconnecting with RIVER.
2.Use another phone hotpot as a router. If you can connect the device to the hotspot network, it means that your router Wi-Fi is not 2.4 GHz. In this case, you can modify the router setting.
3.If none of the above methods work, please provide the SN photo at the bottom of the device and contact EcoFlow Customer Service.
No. If the device doesn’t show up in the app after you log in again, check whether the phone network is connected and the device’s Wi-Fi is on.
4. THE APP CANNOT BIND THE DEVICE?1. Confirm whether the APP is connected to the device, please refer to the "APP cannot connect to the device" operation for specific steps
2. Provide a video explaining the fault and xxx information, then contact after-sales processing. (It is possible that the SN of the device has not been written. You can try to write it remotely according to the information provided by the customer. If you cannot write it, you need to send it back to the outlet for maintenance. The customer service or marketing department will explain to you accordingly.)
Connect RIVER with the APP, tap AC and X-Boost to disable it.
6. HOW TO UPGRADE THE FIRMWARE?1.Long press the IOT Button for 3 seconds, the Wi-Fi status icon flashes and the Wi-Fi is on. Connect your phone to RIVER’s Wi-Fi.
2.Launch the app, tap the top right “+” icon to add the device. Connect to home router Wi-Fi or other phone hotspot, then tap System-Firmware-Update, RIVER will update automatically.
3.If “Firmware-Update” is not showing in the app, it means that the connection to your home router fails. You can long press the IOT Button for 3 seconds and reconnect.
4.If the app update stops half way, you can restart RIVER, reconnect RIVER’s Wi-Fi and your home router, and try updating again.
5.If the firmware update fails all the time or some breakdowns occur after the update, you can contact EcoFlow Customer Service for troubleshooting.
THEME: RIVER SOLAR PANEL CHARGING
1. WHAT IS THE MAXIMUM SOLAR CHARGING INPUT TO RIVER?Max. solar charging input: 200W, 10-25V, DC 10A (Max)
Charging Time: 1.6-3 hours (2 X 110W EcoFlow Solar Panel)
The MC4 interface supported by RIVER is a universal interface. Note that the charging input of the connected solar panel is within 200W 10-25V DC 10A.
3. HOW CONNECT SOLAR PANELS - IN SERIES OR PARALLEL?1. For EcoFlow solar panels((110W)), up to 2 sets of them can be connected in parallel. Series connection is not supported. For parallel connection, you need to buy the MC4 Parallel Connection Cable separately.
2. For third-party solar panels of the same wattage lower than 110W, 10-25V input and DC 10A max current, they can be connected in parallel. Acorroding to the specific specifications , they can support both parallel connection and series connection. However, we don’t recommend that you connect solar panels of different wattage at the same time.
1. The solar panel must be placed outdoors for use. If placed indoors, it won’t work.
2. Check if there is any error prompt on the LCD Screen. If there is, follow the prompt to solve the problem.
3. Check the connection status by removing and reconnecting it.
4. Only solar panels with 10-25V input and DC 10A max current can be connected in parallel. Check if the voltage and current of the connected solar panels is within the range and whether the positive and negative poles are connected reversely.
5. If you are using a third-party connection cable, the cable length should not exceed 3 m. If it is longer than 3 m, you can change it to one with a diameter of 6.5 mm and a wire diameter of 4 mm². Otherwise the charging won’t work.
6. Check if you can charge RIVER with the Car Charger. If does, it means that the solar panel has connection issues or other problems. If the Car Charger doesn’t work either, please record a video and send it to EcoFlow Customer Service for troubleshooting.
1. The light is strong, the angle is vertical, and the output power is about 80% of the rated power. Taking a 110W solar panel as an example, the actual output power is about 90W
2. Cloudy: 20~30W
3. Cloudy days: 5~10W (In the case of low sunlight in cloudy days, it is not recommended to connect to solar panels for charging. The standby power of the device may be greater than the solar input power, which may cause damage to the battery of the device.)
4. Rainy day, night: 0W (The expression can be optimized for low battery and if the current input power of the solar panel is very low, charging with solar power is not recommended. Otherwise, it will always be determined that the charging state does not shut down, and the consumption of the standby power is higher than the input power, causing the battery voltage to leak and affect the battery life.)
Monocrystalline silicon, conversion efficiency: 22~23%.
7. WHY IS THE CHARGING POWER OF MY SOLAR PANEL SO WEAK?If you are connecting an EcoFlow 110w solar panel, the charging power may be influenced by sunlight intensity and angle:
1. You can use the solar panel between 9:00am and 3:00pm when the sun's rays are strongest. Avoid using it on a cloudy day or put it at a shady place.
2. Place the solar panel at 90° to the sunlight so that the equivalent area is the largest, and the solar charging power is higher.
3. Check if the Quiet Charging on the APP is on.
THEME: RIVER EMERGENCY POWER SUPPLY (EPS) MODE
1. WHAT IS THE EPS MODE?When your RIVER is plugged into the wall, any electronics plugged into RIVER are powered from the grid and not its battery. In EPS mode, when the battery power is between 97% and 100%, the AC input will not charge the battery. When the power is below 97%, the AC input will be used as a bypass output and will also charge the battery. When power from the grid stops, as in a blackout, RIVER automatically switches to battery power within 30ms.
2. IS RIVER EPS MODE THE SAME AS UPS FUNCTION?RIVER uses a non-universal UPS function and is only used as an EPS. When you connect the grid power to the AC Input Port of the product through an AC cable, you can power electrical devices through the AC Output Port (AC power will come from the grid and not the power station in this situation). In case of a sudden blackout, the product can automatically switch to the battery powered supply mode within 30ms. As a basic UPS function, this function does not support 0ms switching. Please do not connect the product to any device that requires 0ms UPS, such as data servers and workstations. Please test and confirm the compatibility before using the product. We recommend that you only charge one device at a time and avoid using multiple ones at the same time to avoid overload protection.
3. ELECTRIC LEAKAGE PROTECTION IN EPS MODE?1. In EPS mode, you can connect electrical equipment to the input port. The ground screw port can be connected to the mains ground terminal, which can play a certain role of protection.
2. In non-EPS mode, the output device does not have protection against leakage. You can first connect a power strip with protection function and use the electrical appliance.
THEME: FAULT OF DISPLAY SCREEN
1. FAULT WITH SCREEN DISPLAY?Please find the troubleshooting instructions (as shown in the right picture) in the User Manual.
2. SCREEN ICONS ARE NOT FULLY DISPLAYED?1. Check if RIVER is put on a carpet. If it is, place it on a wood floor or at an outdoor environment.
2. Record a failure video and contact EcoFlow Customer Service for troubleshooting.
THEME: X-BOOST
1. WHAT IS THE FUNCTION OF X-BOOST?With EcoFlow X-Boost technology, RIVER AC Inverter can power electrical appliances with a rated power of 600W-1800W and avoid operation failure due to overload protection. For better use experience, we recommend that you use 600W Max electrical appliances.
2. NOTES ON USE1.X-Boost is enabled by default; you can enable or disable it in the EcoFlow app
2.X-Boost is not available in a recharging state or when X-Boost is disabled.
3.When using it for electrical appliances with a rated power of 600W-1800W, please connect only 1 device at a time to avoid affecting the normal use of other electrical appliances due to voltage fluctuations.
4.X-Boost is not applicable for all electrical appliances; it’s incompatible with appliances with strict voltage requirements and a rated power of 600W-1800W. Please test thoroughly before you take it out, so as not to affect your work outside. You are not recommended to use it for air conditioners or air compressors to avoid damages to your appliances. You can use it for appliances with a rated power of 600-1800W, such as hair dryers, electric kettles, coffee machines and other equipment.
THEME: RIVER EXTRA BATTERY
1. CAPACITY OF RIVER EXTRA BATTERY?288Wh (80,000mAh)
2. THE CHARGING AND DISCHARGING LOGIC OF THE DEVICE WITH THE RIVER EXTRA BATTERY?1. When charging, charge the one with low voltage first, then the battery itself (device) and the extra battery are being charged at the same time.
2. Discharge. First discharge the one with high voltage, then discharge the battery itself (device) and the extra battery at the same time
Remove the four screws at the bottom and connect the Smart Extra Battery. Please be noted that after connecting with a Smart Extra Battery, the product’s battery capacity becomes 576 Ｗh.
THEME: ELECTROMAGNETIC COMPATIBILITY
1. DOES COMMUNICATION DEVICES INFLUENCE ON RIVER?The use of communication equipment or equipment with electromagnetic interference, such as walkie-talkies, electromagnetic wave generators, will cause our power supply to fail to work properly. You can use the power strip to extend it a little bit and use it at a long distance.
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