Hello, I bought a hexnet on January 27th 2024 for one of my technicians in my shop, today it is not detected by all our laptops,even though it lights up, which makes me think it may have failed, does this qualify for a warranty repair
thank you, my own hexnet pro and hex v2 are working okay on same pc'sstandby as the work day is just starting here in the US.
You can also send a email to Support@ross-tech.com
Also be sure your laptop(s) have not had any automatic updates for spyware, etc. that may block vcds.
green and red,red vacates and one solid green,one blinking green remains,pc reports that the usb device has malfunctioned and isnt recognized by windowsWhat color are the LEDs? Have you tried a different USB cable such as one that is known to work with a different interface?
done, unfortunately all the laptops reports it as not recognized due to a malfunction, we have used our spare usb cables as well, it works ok on wifi, there is a faint burning smell coming from the HEXNET usb port!First thing to try is a different USB cable. Any USB-A to USB-B "printer" cable can be used. Or just swap them between the two HEX-NETs.
-Uwe-
Sounds to me like the USB transceiver/drivers have been fried. As @TTT asked, was this unit connected with the vehicle on a battery charger and the PC on a charger? If so, it is quite possible that the battery charger places an ac voltage on the (-) terminal of the vehicle that is not referenced to the ground that is made by the PC and its charger. This situation results in the USB wire/circuit seeing a high current that destroys the USB transceiver and potentially damages the HEX-NET processor.it works ok on wifi, there is a faint burning smell coming from the HEXNET usb port!
was notWas a laptop on charger?
thank you, i got in touch with support, still waiting for the responseSounds to me like the USB transceiver/drivers have been fried. As @TTT asked, was this unit connected with the vehicle on a battery charger and the PC on a charger? If so, it is quite possible that the battery charger places an ac voltage on the (-) terminal of the vehicle that is not referenced to the ground that is made by the PC and its charger. This situation results in the USB wire/circuit seeing a high current that destroys the USB transceiver and potentially damages the HEX-NET processor.
This matter needs to be handled through our Support team. The unit will have to be returned. We will honor a warranty repair on this one time.
Smoked USB can be prevented by using the WiFi or changing the battery charger or keeping the PC running on battery and not plugged in.
Should a replacement unit fry, the only course of action will be a Flat Rate Repair.
Please email Support@Ross-Tech.com and verify the serial number of the unit. Mention this thread.
In return, we will provide a Return Authorization. Upon return of your HN, we will ship a no charge replacement unit.
Regards,
Bruce
Director of Stuff @Uwe does not want to do!