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SatelliteHome - Canada's most knowledgeable satellite discussion forum  |  Support  |  AzBox miniMe American Edition  |  MiniMe does not boot after power down
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ssahib
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« on: April 06, 2015, 09:56 pm »

My MiniMe receiver does not boot after power down. :'(  I tried to boot in safe mode but nothing appears on my TV screen after holding down the 1 key.   Seems to be hung in the boot process whether in safe mode or not.

Here are a few items that may help:

1) Purchased the receiver from Angel Electronics on Jan 31, 2015
2) I tried a few weeks ago, when I installed the unit, to upgrade the firmware via the Internet but got a message that my firmware is up to date.  I don't remember the version but it was dated sometime in 2014 - certainly not the latest version.  But that is not my immediate problem.
3) I disconnected the power .. left it to rest for 10 mins and power on again.  Blue light come on, TV detects signal but nothing shows on the screen.
4) I did NOT attempt to reset the unit via the switch at the back of the unit as per the warning letter included in the box

How do I recover my miniMe in this situation?  Also, which is a stable firmware version and how do I coax my unit, assuming it returns to the land of the living, to upgrade the firmware?

PS. when I purchased the unit, I asked about warranty support and was told that the Canadian distributor will support the unit.   Now that I have a problem it seems that I have to get Angel Electronics to initiate the fix.  Not good because I live 50 km away.  Why can't I deal with AzBox directly? 

I hope I did not make a mistake in purchasing this unit  :-\  Please help.   Thanks.
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ssahib
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« Reply #1 on: April 07, 2015, 03:24 pm »

My MiniMe receiver does not boot after power down. :'(  I tried to boot in safe mode but nothing appears on my TV screen after holding down the 1 key.   Seems to be hung in the boot process whether in safe mode or not.

Here are a few items that may help:

1) Purchased the receiver from Angel Electronics on Jan 31, 2015
2) I tried a few weeks ago, when I installed the unit, to upgrade the firmware via the Internet but got a message that my firmware is up to date.  I don't remember the version but it was dated sometime in 2014 - certainly not the latest version.  But that is not my immediate problem.
3) I disconnected the power .. left it to rest for 10 mins and power on again.  Blue light come on, TV detects signal but nothing shows on the screen.
4) I did NOT attempt to reset the unit via the switch at the back of the unit as per the warning letter included in the box

How do I recover my miniMe in this situation?  Also, which is a stable firmware version and how do I coax my unit, assuming it returns to the land of the living, to upgrade the firmware?

PS. when I purchased the unit, I asked about warranty support and was told that the Canadian distributor will support the unit.   Now that I have a problem it seems that I have to get Angel Electronics to initiate the fix.  Not good because I live 50 km away.  Why can't I deal with AzBox directly? 

I hope I did not make a mistake in purchasing this unit  :-\  Please help.   Thanks.

** update ** the firmware version is 1.86.  Right now this thing is an expensive brick as there is no discernible way to get it to back to the factory defaults.  One would expect that the reset switch should do exactly that but I have been "warned" not to do that. :o  Safe mode is useless if the unit won't even come up. 

I am taking it back to the dealer now.  They told me it will take a few days ..   

Not a happy camper at this time. :'(  Anyone knows what is the warranty for the miniMe? 



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PwrSurge
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« Reply #2 on: April 08, 2015, 08:35 am »

My MiniMe receiver does not boot after power down. :'(  I tried to boot in safe mode but nothing appears on my TV screen after holding down the 1 key.   Seems to be hung in the boot process whether in safe mode or not.

Here are a few items that may help:

1) Purchased the receiver from Angel Electronics on Jan 31, 2015
2) I tried a few weeks ago, when I installed the unit, to upgrade the firmware via the Internet but got a message that my firmware is up to date.  I don't remember the version but it was dated sometime in 2014 - certainly not the latest version.  But that is not my immediate problem.
3) I disconnected the power .. left it to rest for 10 mins and power on again.  Blue light come on, TV detects signal but nothing shows on the screen.
4) I did NOT attempt to reset the unit via the switch at the back of the unit as per the warning letter included in the box

How do I recover my miniMe in this situation?  Also, which is a stable firmware version and how do I coax my unit, assuming it returns to the land of the living, to upgrade the firmware?

PS. when I purchased the unit, I asked about warranty support and was told that the Canadian distributor will support the unit.   Now that I have a problem it seems that I have to get Angel Electronics to initiate the fix.  Not good because I live 50 km away.  Why can't I deal with AzBox directly? 

I hope I did not make a mistake in purchasing this unit  :-\  Please help.   Thanks.

A few things you can check:

- Using the composite cable (yellow white and red) to ensure there is no issue with HDMI handshake on your TV or your HDMI cable
- With the unit connected to your router via Ethernet, see if it is able to obtain an IP address via DHCP

Try to boot using regular operation mode again by holding down the 0 key for about 30 seconds after pressing the power button on the front of the receiver.

As for a stable firmware version, we recommend using the current 2.05 version.  However, you will first have to install 1.87 then 2.03 before being able to upgrade to 2.05.  Please read and follow the 1.87 / 2.03 upgrade procedure exactly as posted at http://forum.azboxamericas.com/azbox-minime-american-edition/azbox-minime-american-edition-v2.03-v1.87-firmware-4860.0.html
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PwrSurge
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« Reply #3 on: April 08, 2015, 08:57 am »

** update ** the firmware version is 1.86.  Right now this thing is an expensive brick as there is no discernible way to get it to back to the factory defaults.  One would expect that the reset switch should do exactly that but I have been "warned" not to do that. :o  Safe mode is useless if the unit won't even come up. 

I am taking it back to the dealer now.  They told me it will take a few days ..   

Not a happy camper at this time. :'(  Anyone knows what is the warranty for the miniMe?

How were you able to tell that the firmware version is 1.86 if the unit does not boot? 
There is a way to get the receiver back to factory defaults by booting in safe mode as described in the included recovery instructions then reinstalling the firmware.

There is a comprehensive 2 year warranty on all AzBox receivers including the miniMe American Edition so you don't have to worry about getting your unit fixed.

Taking the receiver back to your dealer Angel Electronics is probably the best way to resolve this issue.  We are already scheduled to go there in order to upgrade all the units they have in stock to the new 2.05 firmware version anyways so we can repair yours and also upgrade it to the current firmware version as well.
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ssahib
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« Reply #4 on: April 08, 2015, 04:58 pm »

How were you able to tell that the firmware version is 1.86 if the unit does not boot? 
There is a way to get the receiver back to factory defaults by booting in safe mode as described in the included recovery instructions then reinstalling the firmware.

There is a comprehensive 2 year warranty on all AzBox receivers including the miniMe American Edition so you don't have to worry about getting your unit fixed.

Taking the receiver back to your dealer Angel Electronics is probably the best way to resolve this issue.  We are already scheduled to go there in order to upgrade all the units they have in stock to the new 2.05 firmware version anyways so we can repair yours and also upgrade it to the current firmware version as well.

Just wanted to let you know that I took the receiver plus the box with all of its contents back to Angel Electronics earlier today - April 8, 2015.

The person I spoke with, let's just use the moniker "T" for now, said it will take 4 to 5 or 6 weeks to get it fixed.  When I had called yesterday, I was told it would take a few days but now that has morphed to something else.  T said there is a process to follow and takes 4 -5 business days to send the receiver out for service.   After I expressed surprise at the length of time .. he / we said several things that I don't want to repeat here.  It was clear he had no idea how long it normally takes for the receiver to be fixed and was trying not to make a commitment.  I asked if the unit was being sent overseas to which he replied it was in Canada but refused to say where it was being sent. 

I was made to feel that I did not do enough research and should have known better before purchasing this product.  I am elated with such stellar customer service  :'(

As for your comments on the comprehensive 2 year warranty .. yesterday, I was told the unit had a 1 year warranty after which, if I had any subsequent problems, I could try an electronics repair shop or .. throw it out.  Can you point me to your documentation where the warranty terms are specified?  (I don't recall reading this in the documentation that was provided.)  Also, is there another dealer that can help if I have any problems in the future?

Sure wish I had known about these things prior to Jan 31, 2015.
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catamount
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« Reply #5 on: April 08, 2015, 08:06 pm »

I don't have documentation in front of me, but it was well known that the az minime has a two year warranty.  That was the case from day 1.
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PwrSurge
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« Reply #6 on: April 09, 2015, 02:01 pm »

Just wanted to let you know that I took the receiver plus the box with all of its contents back to Angel Electronics earlier today - April 8, 2015.

The person I spoke with, let's just use the moniker "T" for now, said it will take 4 to 5 or 6 weeks to get it fixed.  When I had called yesterday, I was told it would take a few days but now that has morphed to something else.  T said there is a process to follow and takes 4 -5 business days to send the receiver out for service.   After I expressed surprise at the length of time .. he / we said several things that I don't want to repeat here.  It was clear he had no idea how long it normally takes for the receiver to be fixed and was trying not to make a commitment.  I asked if the unit was being sent overseas to which he replied it was in Canada but refused to say where it was being sent. 

I apologize for the misinformation you have been provided from your dealer as it would never take that long to have one of our receivers repaired under warranty.  5 to 6 days yes but NOT 5 to 6 weeks!  Now that we know that your receiver was dropped off for repair, we will have it fixed by early next week at the latest.
 
As for your comments on the comprehensive 2 year warranty .. yesterday, I was told the unit had a 1 year warranty after which, if I had any subsequent problems, I could try an electronics repair shop or .. throw it out.  Can you point me to your documentation where the warranty terms are specified?  (I don't recall reading this in the documentation that was provided.)  Also, is there another dealer that can help if I have any problems in the future?

All our products have a comprehensive 2 year warranty as long as they were purchased from an authorised dealer.  The standard procedure for warranty repair is to drop the unit off at your dealer as this allows them to validate the purchase date plus confirm that there is actually an issue with the unit itself as opposed to another component of the user's system such as LNBF or switch.  We appreciate the feedback you have provided in regards to your experience with our authorised dealer Angel Electronics.  We will provide additional coaching to their staff during our next visit in order for them to better handle warranty inquiries in the future.


Sure wish I had known about these things prior to Jan 31, 2015.

Please be assured that we will quickly resolve the issues you are having with your receiver as it is still under our 2 year warranty period.  You will be informed once it has been repaired and ready to be picked up again.
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ssahib
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« Reply #7 on: April 09, 2015, 08:00 pm »

I apologize for the misinformation you have been provided from your dealer as it would never take that long to have one of our receivers repaired under warranty.  5 to 6 days yes but NOT 5 to 6 weeks!  Now that we know that your receiver was dropped off for repair, we will have it fixed by early next week at the latest.
 
All our products have a comprehensive 2 year warranty as long as they were purchased from an authorised dealer.  The standard procedure for warranty repair is to drop the unit off at your dealer as this allows them to validate the purchase date plus confirm that there is actually an issue with the unit itself as opposed to another component of the user's system such as LNBF or switch.  We appreciate the feedback you have provided in regards to your experience with our authorised dealer Angel Electronics.  We will provide additional coaching to their staff during our next visit in order for them to better handle warranty inquiries in the future.


Please be assured that we will quickly resolve the issues you are having with your receiver as it is still under our 2 year warranty period.  You will be informed once it has been repaired and ready to be picked up again.

Thank you azBox (PwrSurge) for your reassuring responses.   One of the main reasons I purchased the miniMe was precisely because of local support, i.e the ability to get it fixed if there was a problem. 

Appreciate your support. 

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PwrSurge
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« Reply #8 on: April 23, 2015, 10:25 pm »

Apparently, there was nothing really wrong with your receiver as when we turned it on, it booted to safemode.  I believe the issue was that if you had to install the 1.87 update in safe mode due to system issues, you MUST switch back to regular mode when booting under version 1.87 by holding down the 0 key while the unit boots before attempting to install version 2.03.

We simply had to upgrade to the 2.03 version as if we were a user following the instructions we previously provided and we had no problems upgrading to the new firmware version.

I trust that you are now enjoying your new receiver under the latest 2.05 firmware version.  If you have any other questions or issues, please open a new thread.

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