XXL RTK Base Station Battery not Charging

We purchase a few XXL RTK base stations units and our two of our customers are saying that they don’t charge. The standard of light sequence of the red LED on and then red LED off after charging seem normal, but after charge the unit won’t turn on. In order for them to work, they have to keep the unit plugged in. Has anyone else seen this problem before?

A third customer has reported the problem.

We are in the US so we purchased a charging adapter. https://www.digikey.com/product-detail/en/cui-inc/SWI24-12-N-P6/102-3624-ND/5415095

Ok so can you confirm your problem is fixed please?

The problem was fixed. We opened up the unit and noticed that the battery popped out of it’s holder. Seems like a better holder is needed for more rugged environments.