Step 1: Fill out the Support Request Form

If you think you need to send your UPAS to us for service—whether you think the UPAS needs repair or a routine recalibration—start by filling out our Support Request Form.

Step 2: Wait for a confirmation email from us

After you submit the Support Request Form, wait to receive a confirmation email from an Access Sensor Technologies team member before sending your UPAS to us.

If you’re having a problem, we might be able to walk through some troubleshooting steps with you via email or over the phone, and you might not need to send the UPAS to us at all!

If you do need to ship a UPAS to us, we’ll perform a “health check” on the UPAS when we receive it. If your UPAS is no longer under warranty, you’ll be billed a service fee for this health check. You can find the cost of the health check listed on our UPAS v2.0, UPAS v2.1, UPAS v2.1 PLUS product pages; this cost depends on the specific model of the UPAS to be serviced and will be billed on a per-UPAS basis. You should not issue a purchase order or send payment for the health check fee(s) at this time. After we receive and evaluate your UPAS, we will send you a formal quote for the cost of the health check plus the cost of any repairs and/or recalibration that your UPAS needs.

Step 3: Ship UPAS to us

Complete the following steps before shipping a UPAS to us for service:

• Bring the battery voltage to between 3.0 and 3.4 V,
• Remove all accessories (inlets, filter cartridges, microSD cards) from the UPAS,
• Package the UPAS to protect it from damage during shipment,
• Create a shipping label and declare to your shipping service that the UPAS contains a lithium-ion battery.

Detailed instructions for each step listed above can be found in the subsections that follow.

Bring the battery voltage to between 3.0 and 3.4 V

Each UPAS contains a 24 Wh lithium-ion battery. Each UPAS should be packed for shipment with the battery voltage between 3.0 and 3.4 V. This voltage range corresponds to a battery state of charge of approximately 30%. In other words, the UPAS should not be packed for shipment with a fully-charged or fully-depleted battery. Before packing the UPAS for shipment, run or charge the UPAS until the battery voltage is between 3.0 and 3.4 V.

If the UPAS battery voltage is greater than 3.4 V (for example, if the UPAS is fully-charged) you can use the following procedure to reduce the battery voltage to 3.4 V:

1. Install a filter, filter cartridge, and size-selective inlet on the UPAS.
2. Turn the UPAS on and connect to it using the mobile application.
3. In the Sample Name field, enter “BATT30PERC#” (without quotes).
4. Return to the Main Menu and hit the Start button in the upper-right corner to begin the battery discharge process.
5. Verify that the sample pump starts and the LED light on the front of the UPAS turns green.

The UPAS will turn off automatically when the battery discharge process is complete.

Remove all accessories from the UPAS

Please send us just your UPAS. Do not send us any microSD cards, filter cartridges, size-selective inlets, or charging adapters. Remove these accessories from each UPAS before packing the UPAS for shipping.

Package the UPAS to protect it from damage during shipment

After bringing the battery voltage to 3.0–3.4 V and uninstalling all accessories, pack the UPAS for shipment. Encase each UPAS in bubble wrap and/or foam to prevent the UPAS from incurring damage during shipping. We pack each UPAS for shipment in a 4-inch by 6-inch bubble bag (Uline part number S-5097).

Create a shipping label and declare that the UPAS contains a lithium-ion battery

Ship the UPAS to us at:

Fort Collins, CO, USA 80524

For shipping purposes, the UPAS and internal battery are categorized under UN3481 – PI967: Lithium-ion cells, batteries contained in equipment. Each UPAS battery contains two lithium-ion cells and each battery has a capacity of 24 Wh.

The customer is responsible for the cost of shipping UPAS to us for service.

Step 4: Fill out the Service Shipping Form

Once you’ve shipped the UPAS to us, fill out this Service Shipping Form to let us know:

1. The tracking number for the shipment,
2. The quantity of devices that you shipped, and
3. The address you would like us to ship your UPAS to after we’ve completed the service.

Step 5: We perform a health check

Once we receive your UPAS, we will perform a health check on it. During the health check, we will:

• Install the latest firmware on your UPAS,
• Evaluate the performance of the sample pump,
• Evaluate the flow control accuracy,
• Confirm that the microUSB port is not damaged,
• Confirm that the battery charges properly,
• Confirm that the microSD card port is not damaged,
• Confirm that the UPAS can write a log file to a microSD card, and
• Confirm that the PM and CO₂ sensors respond to PM and CO₂, respectively (for UPAS v2.1 PLUS only)

If you have sent us ten or fewer UPAS for service, we should be able to complete this step within five working days (one week) after we receive the UPAS. If you have sent us more than ten UPAS for service, contact us to discuss how long we expect this step to take.

Step 6: Quote for repairs and/or recalibration

We will use the results from the health check to determine whether your UPAS requires repair and/or recalibration. If repair and/or recalibration is required, we will send you a quote that includes the costs of:

• The health check
• Any required repairs
• Any required recalibration
• Return shipping (if your UPAS is no longer under warranty)

We will not make any repairs or perform any recalibrations until you approve this quote. You should issue a purchase order or send payment for the quote at this time.

Step 7: We repair and/or recalibrate your UPAS

Once you approved the quote issued in Step 6, we will repair and/or recalibrate your UPAS as needed.

If you have sent us ten or fewer UPAS for service, we should be able to complete these repairs and/or recalibrations within 15 working days (three weeks) after we complete the health check. If you have sent us more than ten UPAS for service, contact us to discuss how long we expect this step to take.

Step 8: We return your UPAS to you

Once we’ve repaired and/or recalibrated your UPAS, we will ship it to the address you provided on the Service Shipping Form.

If your UPAS is under warranty, we will pay to ship the UPAS back to you. If your UPAS is no longer under warranty, you will have been billed for these return shipping costs in Step 6.