7 Replies Latest reply: Jan 27, 2013 10:43 AM by greyfox RSS

New Raspberry Pi appears faulty; need assistance with exchange

greyfox New Members

Apologies if this doesn't belong here but I couldn't seem to find any other way to reach out for help through the community site.

 

I recently received a new Raspberry Pi (my second one). The issue I'm having is that within a few minutes of booting up, the unit will unepectedly freeze (display says "unsupported signal" and the Pi stops responding to pings).

 

My first Pi is a model B rev 1 (256MB RAM) and this second unit I ordered (model B rev 2) was intended as an upgrade. I have a setup (power supply, Element 14 branded SD card with Raspbian Weezy installation, and an external HDD plugged into a powered USB hub) that has been working like a charm for several months. I'm using the Ethernet port for network connectivity.

 

I started by swapping out only the board, leaving everything else (SD card, power supply, hub with HDD) in place from my existing setup.

 

Here's what I've done to troubleshoot:

 

  • Followed the instructions here on the troubleshooting wiki. Both tests (TP1 to TP2 and the Polyfuse test) reported voltages within the stated acceptable ranges.
  • Booted without the USB hub (and the external HDD).
  • Used another power supply (a new one that I bought from Newark along with the new rev 2 board).
  • Tried another (new) class 10 SD card with the latest OpenELEC Raspberry Pi image.

 

Each time, I observed no changes in the behavior: the unit freezes within a few minutes of booting (even if I let it sit idle after boot).

 

Thanks.

  • 2. Re: New Raspberry Pi appears faulty; need assistance with exchange
    PremierFarnell

    Hi Greyfox!

     

    Sorry to hear about the problems your having but it does sound like there is a problem in your board. I would recomend contacting a Customer Support Representative from where you purchased it.

     

    If you got it from Newark-element14 you can call 800 463 9275 or use the Web Chat

  • 3. Re: New Raspberry Pi appears faulty; need assistance with exchange
    wallarug Level 15

    I have logged a RTM under warrenty because my raspberry pi has just stopped working.

     

    Mod B 512mb rev2

     

    The voltage accoss TP1 and TP2 on the problem device is 4.04 volts (not a good start).

     

    The voltage accoss the top of the 3v3 regulator (output) and TP2 was 2.25 volts.

     

    The voltage accoss pin 1 and pin 5 of the connector (USB micro) was 4.40 volts.

     

     

    I can tell you now, this is not a pwer supply issue because I did the same test with an old rev1 board and the voltage accoss TP1 and TP2 was 5.05 volts.  I think the fuse is blown or something else in the 5 volt input cicuit has gone wrong because anthing in the circuit (as per the schematics) gets very very hot.  The fuse reaches a tempature of 40 degrees C in about 10 seconds of power going through it and the 3v3 regulator (RG2) reaches 40 C in about 25 seconds.

     

    Does anyone know what is wrong?  I am going to return it anyway but it would be nice to know what my problem was.

  • 4. Re: New Raspberry Pi appears faulty; need assistance with exchange
    greyfox New Members

    Thanks for the tips, Jason.

     

    I initially called Newark.com at their listed number (877-736-4835), and the guy I spoke to directed me to http://www.element14.com/community/groups/raspberry-pi. From that page I couldn't figure out how to actually contact anyone. Clicking around on this page seems to just get me back to that same 877 number.

     

    I tried the web chat and directed the tech I got to this discussion, hoping that I could quickly establish that I had already done the troubleshooting and that my Pi is bad. As soon as I mentioned I wanted to get the thing RMA'd, immediately he told me to use the RMA and left the chat. I was hoping to get RMA approval from a live person.

     

    So at this point I have:

     

    1. Sent a message to support (chat was offline and I used the contact form offered there instead). No response.
    2. Used live chat (above).
    3. Emailed support (no response).
    4. Filed an RMA, linking to this thread and asking for a warranty replacement. That was 8 days ago and I haven't received a response.

     

    I was really hoping to avoid a phone call because I'm afraid it will become protracted and I'm convinced all I really need is an RMA under warranty (I've already done the necessary troubleshooting and even written up this nice summary of it!).

     

    I'm getting pretty frustrated by the lack of a response. I know I'm just one among hundreds of thousands who have bought a Pi, but I still need the support my warranty should get me.

     

    I guess I'll have to try calling them next.

  • 5. Re: New Raspberry Pi appears faulty; need assistance with exchange
    greyfox New Members

    Update: I called them on Friday 1/18 and the guy I spoke to said their procedure is to get me in a queue and have a support person call me back. He said that would "probably be Monday" 1/21. So far, I haven't received that call.

  • 6. Re: New Raspberry Pi appears faulty; need assistance with exchange
    element14Dave PremierFarnell

    Hey Grey,

     

    I can help you with getting that taken care of, I will send you a private message and get it all squared away.

  • 7. Re: New Raspberry Pi appears faulty; need assistance with exchange
    greyfox New Members

    Well thankfully, this story has a happy ending. I was able to get the defective Pi RMA'd without further issues once Dave stepped in.

     

    Thank you Dave, and thank you Element14!