The tubes are working by group of 4:
4 on the left, 4 on the center, 4 on the right of the lamp.
Sometimes during and due to transportation (or handling), one or more tubes unlock from their place. The tube turns slightly on itself and it disengages over time.
If only one tube is unlocked (therefore not connected), the whole group of 4 tubes stops working.
Please have a look to the picture below. It explains how to easily and safely lock a tube correctly. Please turn the device off before doing the operation. This operation is to be done while the device is unplugged. Indeed, if you perform this operation while the lamp is switched on, you may damage irreversibly the lamp (electronic ballast).
If the tube is properly locked, we can feel a small resistance while trying to turn it slightly.
This very simple procedure is to be done once you’ll have to replace the tubes in several years.
If all tubes seem to be well engaged but they still do not light up: let’s test the tubes.
To do so, reverse one working group of 4 tubes with the non-working group of 4 tubes (device unplugged).
- If both groups of 4 tubes are working, at the new spot AS WELL AS at the old one, it means the tubes were simply not engaged correctly. They are not broken-down.
- If the group of 4 tubes works at the new spot but do not work anymore at the old spot (where it worked before), it’s probably caused by one or more faulty tubes (which is very rare). One by one, replace the first tube that do not light up by the one that is working, and then (if necessary) the second one, the third one, the fourth one. Like this you will identify the faulty tube. Depending on the date of your purchase we will send you a new tube. Please, provide us 2 pictures (initial failure, picture after inversion of 4 tubes).
This procedure should fix your problem. If it’s not the case, please, contact us and we will find a solution.
This procedure aims to save you unnecessary return fees.