Dead on arrival: support? [Resolved]

Bug reports
1

My Mini just arrived and does nothing. Its bricked it seems. I connect it to my Mac, its not powering up, no device is visible on the USB port.
The FAQ about bricked devices describes the big version.

I need real support…

It came without any written paper btw. No getting started nothing…

Surfing through documentation it seems that the device came without SD card. There is an empty Micro SD card adapter. Is there no quality control??? I mean just switch it on before packaging?

I’ll try to find a card and see if that helps…

2

Hi,

The units are fully tested before they are shipped. But I will double-check the procedure with Zdenek. I will reach you on the PM to resolve it.

3

I tried to download the SD-Card Mini Firmware image

But it leads to a 404 page…

4

Link fixed and PM sent.

5

Thanks for the fast response. Support is there and acting quickly. I appreciate this…
I’ll update as soon I have a working SD card…

6

I could not find any info about the size and other requirements of the SD card. If someone can shed some light on this?

7

any SD card will do. Format it with fat32.

8

No minimum size? What is the original size?

9

Anything above 4GB is fine. Electra will not currently use more than 100MB. The controllers are currently shipped with 16/32GB depending on the availability.

EDIT: Just to make sure: Zdenek will ship your card today. I am quite sure you will have it tomorrow or Monday at latest.

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10

Thanks, appreciated…

11

@Tj-Shredder Did you try a different cable? I thought mine was dead and it just turned out to be the cable. @martin I replied to the shipment email that you might have a problem with those fancy usb-c to usb-b cables.

12

I thought about it in the beginning, but when I learned that the SD card is mandatory, I didn’t bother to unplug the printer. As I run a Macbook Pro, there is no adapter involved and the delivered cable looks so much more reliable than any printer cable I have…

13

I thought mine was DOA too, but it was also the cable. I already had a known working USB B to C plug and it turned on. I’m pretty sure the cables they shipped with weren’t great. I’ve ordered other types of cable for other devices from what seems like same brand with the braided fabric wraps, and they also didn’t work.

14

I am sorry for that. We had another 3 reports of issues with the USB cable since we started shipping the controllers. We test the controllers but we do not test every single USB cable. We tested some of them when they were originally manufactured for us and then relied on them being ok. Lesson learned here, we will make sure this does not happen in future production batches.

Please feel free to contact me (PM or email) if you have issues with the cable. We are ready to provide a replacement.

15

A new cable and SD arrived today. Just connecting the new cable with the new SD and all worked fine. Its a great controller. The smoothest rotaries I have ever touched. It seems the perfect companion for Bitwig. Now I have to configure it correctly. Do the Electra One scripts and projects also work for the Mini, at least as starting point?

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16

Further tests revealed, it was the cable. Though it looked so sturdy… I guess this is crucial information… Sorry for pointing in the wrong direction…

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