Re: [slim] Duet Controller Failure

[allendk123]

I finally got a response to my question logged with the SlimDevices
support desk after two further prompts from me to say that it was being
escalated to the second tier support team and someone should contact me
in the nest day. I did not want to wait any more and managed to find a
phone number for Logitech European Support.

I called the European support number and was very impressed with the
response. Simon spent 25 minutes with me trying to resolve the problem
before coming to the conclusion that it was a hardware failure and that
I would be shipped a replacement, free of charge.

I was not impressed that my controller failed after three months of use
and the lack of response from the SlimDevices support desk. Particularly
because I had recommended Squeezeboxes and Duets to my friends on the
basis of the product support available. However, Logitech European
Support have restored my confidence.

Is this difference in support response because of my UK location? Would
it have been different if I was based in the USA?


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Re: [slim] Duet Controller Failure

[radish]

Sounds like it could be a hardware problem, I think your decision to
contact support was the right one. Hopefully you'll hear back from them
soon!


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[slim] Duet Controller Failure

[allendk123]

I am having problems with my Logitech Duet controller. This is used to
control my two SB3s. I am not using the Duet receiver.

While switching between the SB3s, the controller failed to connect to
the new SB3 and hung displaying the rotating connecting icon. I tried
to reset the controller by removing the battery but this did not work.
All I had was a blank controller display and lit controller buttons
(see later for more details), no Logitech logo appeared. I left the
controller powered off and used my IR remote control instead.

I have tried to hard reset the controller today and this is not
working. It can be powered down by holding the home button. If I try to
reset, by holding the + button down then pressing the home button down
and releasing, the reset fails. It starts by lighting all the buttons
up, then the light dims twice very quickly, all buttons remain lit for
a while and then dim once quickly. All the buttons light up, dim twice
quickly and the sequence repeats. All the time this is happening, the
display remains dark. After releasing the + button the double dimming
of the button lights changes to a single dim but otherwise the sequence
does not change. I have tried this a number of times varying the length
that I hold the + button down but the same thing happens every time. I
have tried leaving the controller in the cradle for an hour In case the
battery was flat) and trying again but this has not changed anything.
The battery indicator last night was indicating full before it failed.
The controller is usually left in the cradle so I do not run the
battery down in use.

I have not made any changes to my SqueezeCenter installation
(SqueezeCenter Version: 7.2 - 22900 @ Tue Aug 26 11:27:23 PDT 2008 -
Windows XP - EN - cp1252) or my wireless network setup. Both of the
SB3s still work correctly when using their IR remote controls.

Any ideas on what I am doing wrong or what I should try next? I logged
this with the Support Desk on Friday evening (UK time) but have had no
response.

Thanks for any assistance.


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