Before submitting a warranty claim, it's worth running through these steps. Many common fixture problems turn out to be installation, compatibility, or configuration issues rather than defective products. A few minutes of troubleshooting can save you a lot of back-and-forth.

This guide covers the most common issues across commercial LED fixtures. For product-specific guidance, refer to the manufacturer's installation manual.

Fixture Won't Turn On

Check power first.

1. Confirm the circuit breaker hasn't tripped.
2. Verify the circuit is live at the fixture's input terminals with a meter.
3. Confirm correct input voltage. Most commercial fixtures accept 120 to 277V (universal voltage) but confirm on the spec sheet. Running a 347V driver on a 480V circuit, or vice versa, will prevent it from operating or cause damage.
4. Verify wiring connections are tight and correct. Loose wire nuts or terminal block connections are a common cause of no-light.

Check the fixture itself.

1. Confirm the fixture is properly grounded.
2. If the fixture has an emergency battery pack or occupancy sensor, ensure those are properly wired or bypassed per the installation manual.
3. Some LED modules and drivers have a built-in protection mode that shuts down the unit when it detects a wiring error or overtemperature. Reset the circuit (cut power for 30 seconds, then restore) and see if it powers back on.

Fixture Is Flickering

Dimming mismatch is the most common cause of flickering on dimmable LED fixtures.

1. Confirm the dimmer is compatible with the fixture's dimming protocol (0-10V, TRIAC, ELV, DALI). See EDU-001: Line Voltage vs. Low Voltage Dimming.
2. If using a TRIAC dimmer, check the manufacturer's dimmer compatibility list. Not all phase-cut dimmers work with all LED drivers.
3. Check minimum load requirements. Some dimmers require a minimum load (in watts) to function properly. If you have a small number of LED fixtures on a dimmer designed for larger loads, flickering can result.
4. Check the control wiring. For 0-10V, reversed polarity won't damage the fixture but may cause erratic behavior.
5. Try the fixture on a non-dimmed circuit. If the flickering stops, the dimmer is likely the issue.

Other causes of flickering:

• Loose wiring connections
• Incompatible or failing driver
• Voltage fluctuations on the circuit (check with a power quality meter if suspected)

Fixture Is Dim or Not Reaching Full Output

1. Confirm input voltage is within spec.
2. For 0-10V dimmable fixtures, confirm the 0-10V control signal is disconnected or held at 10V for full output. Many installers leave the 0-10V leads floating, which can cause the driver to dim down.
3. Check the dimmer setting or control system. Confirm the control isn't programmed to a reduced output scene.
4. Allow the fixture to warm up. Most LEDs reach full output within a few seconds, but some drivers take slightly longer.
5. Compare against a known-good fixture from the same batch. If one fixture is noticeably dimmer than others on the same circuit, there may be a driver issue.

Fixture Has Wrong Color Temperature (Color Looks Off)

1. Confirm you received the correct CCT. Check the fixture label and compare to your order. It's not uncommon for product mix-ups to occur.
2. Check whether the fixture is a tunable white or color-selectable model. These fixtures often ship in a default CCT and require DIP switch settings or a control signal to change color. Review the installation manual.
3. Extreme cold temperatures can shift LED color temporarily until the fixture warms to operating temperature.
4. If the fixture has always appeared wrong, it may be a manufacturing issue.

Buzzing or Humming

1. Some LED drivers produce audible noise, especially when dimmed at lower levels. This is sometimes a driver/dimmer incompatibility rather than a defect.
2. Check whether the buzzing comes from the fixture itself or from the dimmer/switch. Dimmers are a common source of audible hum on LED circuits.
3. Try a different compatible dimmer if buzzing begins at lower dim levels.
4. Confirm all mounting hardware is tight. Loose housing panels can vibrate and create noise.

Occupancy Sensor or Daylight Sensor Not Working

1. Review the wiring diagram. Sensor integration varies significantly between products.
2. Confirm the sensor is within its specified coverage area and is not obstructed.
3. Check sensor sensitivity settings, where applicable.
4. Confirm the sensor is receiving power.
5. Test the sensor by walking into the coverage zone and waiting the specified detection delay.

Emergency Battery Backup Not Working Correctly in Emergency Mode

Fixtures with an integrated emergency battery pack or emergency driver require very specific wiring to operate correctly when utility power is lost. If the fixture works fine on normal power but fails to light (or lights improperly) in emergency mode, the cause is almost always an installation issue rather than a bad battery.

1. Re-check every wiring instruction against the manufacturer's installation manual. Emergency drivers have more terminals than a standard driver and the sequence matters. A single miswired lead can prevent the emergency circuit from transferring when normal power drops.
2. Confirm the unswitched hot lead is landed on the emergency driver's sense input. Emergency drivers need a constant hot to know whether utility power is present. If the emergency driver's sense input is wired to the switched leg instead, turning the wall switch off will look like a power failure and the battery will drain every time someone flips the switch.
3. Check the dimming terminal wiring on the emergency driver. This is one of the most common root causes. Many emergency drivers require the fixture's dimming terminals (0-10V violet/grey leads) to be routed through the emergency driver rather than directly to the LED driver. In emergency mode these drivers intentionally dim the fixture down to keep the output wattage within the battery's rated capacity. If the dimming leads are not connected to the emergency driver, the LED driver will try to run at full output in emergency mode, exceed the battery's capacity, and either run for far less than the rated 90 minutes or fail to light at all.
4. Verify the emergency driver's output wattage rating against the LED load it is powering. If the LED module draws more than the emergency driver can supply, the fixture will either not light or will shut down protectively when the transfer relay engages. Check the spec sheet for the emergency driver's maximum wattage.
5. Give the battery a full charge cycle before testing. New emergency batteries typically need at least 24 hours of continuous normal-power operation to reach full charge. Testing before the first full charge cycle is a common false-fail.
6. Use the test switch, not the breaker. Most emergency battery packs include a push-to-test switch on the fixture housing or a remote test switch. Use that for routine testing. Cutting the breaker tests the transfer but can also reveal miswired sense leads as described above.
7. Inspect the battery pack for damage or age. Emergency batteries have a finite life (typically 4 to 7 years depending on the chemistry) and performance degrades in high-heat environments. If the fixture is older and the battery has always worked until recently, a battery replacement may be needed rather than a warranty claim.

If the emergency function still does not work after verifying all of the above, it may be a defective battery pack or driver. Document the wiring configuration with photos before filing a warranty claim so the manufacturer can rule out installation issues quickly.

When You're Ready to File a Warranty Claim

If you've worked through these steps and the problem persists, the issue is likely a product defect. When you contact us to initiate a warranty claim, have the following ready:

• Order number or invoice number
• Product name and part number (from the fixture label or spec sheet)
• Description of the problem and what troubleshooting you've already done
• Photos or video of the issue, if possible
• Number of units affected

Warranty claims are processed through the manufacturer. Warranty terms vary by product, so refer to the spec sheet for the specific warranty period and coverage on your product. We'll help coordinate the claim.

Contact us:

• Email: support@relightdepot.com
• Phone: 888-548-6387, Mon to Fri, 8 AM to 8 PM ET
• Ticket: https://help.relightdepot.com/portal/en/newticket