If plugging in or turning on your Sterra Mars instantly causes your home's circuit breaker or Residual Current Device (RCD) to trip—shutting off power to the room—please remain completely calm. Your home’s electrical safety panel is working exactly as it was designed to, and your environment remains fully protected!

This symptom is caused by an active Electrical Ground Fault Protection Event. Your Sterra Mars is engineered with tight voltage tolerances. If a primary capacitor or a power tracking line on the central Printed Circuit Board (PCB) experiences an internal hardware breakdown or an electrical short circuit, it causes an immediate spike in current demand. The moment you plug it in, your home’s main breaker box detects this uneven current surge and instantly snaps open to cut the power, preventing any electrical stress or hazard to your household wiring.

Because an internal power PCB short circuit involves factory-sealed electrical architecture, it cannot be safely inspected, reset, or repaired through home troubleshooting steps.

Critical Safety Protocol & File Handover

To guarantee your absolute safety, do not attempt to plug the machine back into any other outlet or force the circuit breaker back on while the device is connected.

Please log into our Customer Support portal to hand over your file directly to a live specialist so we can arrange an immediate hardware solution:

1.Record a Continuous 1-Minute Documentation Video

Place your completely unplugged Sterra Mars on an open, flat surface under clear lighting. Record a continuous video of at least 1 minute capturing the unit.

Start the video by showing the power cord completely disconnected from the wall. Let the camera pan slowly around the machine for a full continuous minute to document the pristine physical condition of the outer casing, control panel, and power cable. 

2.Submit Your Direct Support Request

Log into your account portal, attach your 1-minute documentation video, and copy-and-paste the following message directly to our live agents:

1. Log in to our Customer Support Portal.

2. Submit a support ticket describing the issue.

3. Attach a short video (at least 1 minute long) showing the error happening. This will help our technical team diagnose and resolve the issue much faster for you.

📌 Support Message Template: "My Sterra Mars is causing an immediate power trip at my home circuit breaker box when connected. I have followed the Help Center safety guide and immediately left the unit completely unplugged to eliminate any electrical risk. I have attached the required 1-minute video showing the disconnected hardware for immediate file handover to a live agent to coordinate my hardware resolution."