I have sent my report 10 days ago and no reply. I am wondering what is happening.
Here a forum version:
Check Power Adapter and USB cable
Are you pressing and holding the power button (on the projector or the remote) for a few seconds? Yes
Are you using the supplied power adapter and USB-C cable? Yes
Do you see red/blue flashing LED on plugging in the charger? This means the power adapter you’ve connected is not supported. Please use the supplied power adapter.
If you’re using the supplied adapter and cable, continue to the next section.
Check battery charge status
Make sure the projector is powered OFF.
Connect the power adapter to the projector. Make sure you plug it into the right side USB-C port (charging port), not the left side (video port)!
Does the LED turn red? If yes, let it charge for 3 hours until the LED turns blue. Then unplug it, and power it on. Does it work? Yes
If the LED doesn’t light up at all, check that:
the adapter is receiving power from the wall socket.
do you have another USB-C device? Can the PicoPix adapter charge that device? If not, the adapter may be faulty.
If the LED lights up blue, it means the battery is fully charged. Continue to next section.
Check display problems
If your projector can turn on but doesn’t display any picture, check this as you power on the projector:
Do you see the white Philips logo startup screen? No
if yes, but there is no picture afterwards, check that all cables (HDMI / USB-C) are unplugged.
does pressing the home button on the remote or touchpad causes the home screen to appear? No
does pressing the autofocus button on the remote show the focusing screen? No
Does the projector power off shortly after showing the home screen? It could be a thermal shutdown. check next section.
Thermal shutdown
If you don’t see the Philips startup screen, or the projector powers off soon after starting up, check the following:
Do you hear the fan spinning up when you power on the projector? Yes
Do you have at least 30 cm free space on all sides of the projector to allow free movement of air? Ye
What is the altitude of your city? (the atmosphere might be thin!) under water (Netherlands)
What is the room temperature where you’re using the projector? (20 degrees)
After the initial contact and refering to answere tons of completly stupid unrelated “throubleshooting” questions radio silence.
Its pretty clear that the product is broken if the led engine does not start up at all after turning the max on. But apparently to be 100% clear that the damn thing is broken and does not turn on they send you on a funny generic support ride. I am still missing the question if i am a terrorist or some bs when the max just does not turn on and when its clear already that theya are fully aware of the damn issues of thoose batches the’ve send out and since then apparently fixed that too short cable and still do odd ridiculous support dances for them to take their broken stuff back and investigate themself whats broken and replace it with a working unit.
Basic customer support would be too much to ask. Instead lets put more silly burden on the customer who already paid in full! What did you eat for breakfast? Is your mother name Karen? Do you own a pink dogwhistle. Does the broken projector start working when you close your eyes and put your fingers in your ears?
We’ll get back to you to see if we can find some more bs to throw at you at a later time, stay tuned.
@Philips_Support_T Could you please stop the radio silence and also quit referring to covid issues. In my view the only issue right now is that you are not being transparent on what’s happening. I cannot imagine that it can take over a week to come back after the form has been submitted. Or maybe you should consider shipping those new wires for the led and make a service bulletin… Philips should have contractors in every country to fix their products…
Thank you. Just wondering the latest update email saying that the latest firmware “• fixes a rare issue where the light engine might not power on at all.” Is there a way to know if the light source not turning on is a HW or SW issue? ping @PhilipsEngineering
Hi, The light engine not turning on is a software issue if and only if it was working before, and after update to v1.1.00 or v1.1.01, does not work anymore (not even the Philips logo will come on screen.).
For all other cases, it is a hardware defect. Anyone who is experiencing this out-of-the-box, has a defective hardware.
PS: If the Philips logo comes, but the home screen doesn’t —> it is a different software issue that can be solved by performing a restore by cable.
I have the feeling Philips didn’t expect it would have a big sale. Now they are under powered relying on the community which can help only within their powers. A broken bulb / short wire is a factory issue. Since the only thing I saw was a simple excel sheet I have the feeling that the supply chain management system is very difficult to control.
Really hope Philips gets this on track. Probably a lot of work. So good luck @Philips_Support_T hope it gets back on track soon. Would really love to start the Sopranos on the picopix
hi @Philips_Support_P I’ve been waiting for my label for the return of my defective unit for more than 2 weeks now. Any chance we can chase? Request id: 19319
Hi @Georges1@Alessandro_Giordo Our after-sales team should have already responded to your tickets by now. @macish your ticket is escalated, a response should be sent asap.
I received my unit after waiting months (6 months late) at the beginning of May. It was dead on arrival, looks like it powers up with the fan running and battery status LED coming on but no picture coming from the lens.
From what i have read on here you have a known issue with internal cabling being at worst too short or at best badly toleranced and being under excessive strain that will cause an early life failure or probably in my case a failure induced in shipping (I am assuming you did test all the units before shipping ? You did test them ? didn’t you ?).
You should know all the serial number that issue applies to and recall and replace all the units that this design failure. If you are luck and the unit has been sent has this latent design issue but it has not not initially caused you problems then i would be fairly confident that the majority of these units will develop a fault at a later date.
I should say that these views are based on my 23 years of experience of design electronics profesionaly for aerospace applications. I have seen a lot of NPI (new product introduction) problems in my time and they never just self resolve !!
I raise a support request on the 7th May and have heard nothing back (other than an automated trouble shooting check list thing, some what unnecessary as i gave all the details on my initial email).
3 week have now passed and I am now any further forward a resolution and have had no contact from Phillips. I do hate when companies just ignore you with no communications.
So Philips what happening ? are you going to reply to me ? Are you going to replace my unit ? when will i get my replacement ? Are you going to send us early backers replacement units before sending known good units to later backers ? How may more months or years are we going to wait ? Or will you do the cop out that I have seen before with other kickstarters that can’t deliver and refund me after using my money as interested free with no product or interest payment ?
It seems to be a better idea to post here then to reach out to support. I contacted support on 7th may the day after I received my PicoPix, it did not boot up, same problems as described above. Support responded the day after with a request for video prove, with I sent: Picopix startup hd on Vimeo
You see that I manage to boot it up with holding it on the side, but it does not always work, I also get purple stripes now and then, with looks like a connector is not connected in the right way.
My support ticket number is #19272. I asked for response 6 days later again (on the 14th), but up till now no response what so ever…I hope this works to get a response.
It worked well when I first started it. Then logically I went for the update. Did it then it rebooted but no image etc…I can hear sound etc but no image…anyone has a solution? Or is it a defective one I received…I am kinda pissed…waited that long for not being able to use it. Thanks in advance for your help. Regards
Hello,
I got it yesterday, was working then did the update.
All of sudden it didn’t reboot with image.
When I power on, I hear all noises but no image.
How to perform the reset by cable ?
Thanks
