Can't access settings on Mate3

Mate3 and Mate3s communications devices for Outback Power
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rbreen
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Can't access settings on Mate3

Post by rbreen » Mon Jun 03, 2019 10:13 pm

Hi there -

System has been working fine for years, recently started having battery issues and wanted to look at settings, but I can't access them! Pushing the lock button doesn't bring up the password screen, though if I hold it down the Mate reboots, but still no way to access the Lock screen or settings. Any idea what could be going on here? Thought about updating firmware, but can't get that far since the lock button does nothing except reboot.

Any ideas? Of course it's up in a remote location, so trying to gather as much info and whatever tools I might need to get this going before I head up again.

thanks!
rich

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Re: Can't access settings on Mate3

Post by pss » Tue Jun 04, 2019 8:18 am

Can I assume that if you can't access the settings on the mate 3, and the location is remote, you have no Optics RE access either?

If that is the case, it would be important to know if the unit display is normal when view or is also corrupt. Do any of the other buttons work normally such as the battery button, inverter button etc. If you cannot unlock the unit, even after power cycling because the proper menu is not presented to you, and you are certain the hub is working properly and the Mate 3 is plugged into the correct ethernet port of the Hub (mistakes can happen by accident), then you are going to have to replace/repair the unit due to corrupt firmware. I wonder if it is possible to re-program a mate 3 using direct connection to a PC via an ethernet cable? Might want to call Outback support on that one. If all else fails, bring up a substitute mate 3. Good luck.

rbreen
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Re: Can't access settings on Mate3

Post by rbreen » Tue Jun 04, 2019 8:35 am

All display / data functions work properly on the unit; I can access all normal top-level screens, view history, etc. Just can't pull up the lock screen to get to settings.

pss
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Re: Can't access settings on Mate3

Post by pss » Tue Jun 04, 2019 8:38 am

If everything else works fine, and even after a hard power off for like a minute to let capacitors discharge some, then upon re-power, it works correctly except for that button not functioning to access the lock screen then either the circuit board that the button is soldered too is bad or the firmware corrupted.

rbreen
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Re: Can't access settings on Mate3

Post by rbreen » Tue Jun 11, 2019 8:14 pm

Thanks for the ideas; clearly not just a bad button - it's now stuck in a permanent boot loop, which seems to be a problem others have had. I think my only recourse is Outback Tech Support right now - I've attempted to open a ticket several times in the last 5 days but have yet to hear anything from them - hopefully soon!

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Kurt Lundquist
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Re: Can't access settings on Mate3

Post by Kurt Lundquist » Wed Jun 12, 2019 7:48 am

If you have an SD card remove it. I've seen where they can get corrupt and cause the boot loop that you are describing.

-Kurt
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rbreen
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Re: Can't access settings on Mate3

Post by rbreen » Wed Jun 12, 2019 9:54 am

Thanks Kurt -

Here's what I've tried:
New Cat5 cable
Plug directly into Flexmax 60 and VFX3524 inverter
Tried with and without SD card inserted.
Tried with old firmware on SD card and a second known good SD card with latest firmware.
Tried powering up with "Up" button held down
Tried powering up with "Port" button held down (there are some posts on the forum that say the "Up" button forces a firmware update, and others say holding the "Port" button forces the update).
Replaced CR2032 battery inside unit.

Behavior is exactly the same in all of these scenarios; constant boot loop.

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Kurt Lundquist
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Re: Can't access settings on Mate3

Post by Kurt Lundquist » Wed Jun 12, 2019 10:05 am

Ok, then I suggest during the next full moon place the Mate3 outside within a circle of 6 quartz crystals while gently chanting Ohm for 600,000 milliseconds. If that doesn't work I'm stumped!

-Kurt

PS: I'll see if I can ping the support group for you. Do you have a support ticket number?
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rbreen
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Re: Can't access settings on Mate3

Post by rbreen » Wed Jun 12, 2019 10:09 am

Thanks Kurt! I'll see if I can scare up some crystals and maybe a garland of garlic...

I don't have a support number - the web portal request appears to finish ok with the message that my request has been submitted, but then that's the last I've heard about both attempts.

Is there some other way an end user is supposed to request support?

thanks again,
Rich

rbreen
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Re: Can't access settings on Mate3

Post by rbreen » Fri Aug 23, 2019 7:53 am

OK, so just to follow up on this in case anyone else has a similar issue:

Outback said unit was toast. Outback will not service these units for love nor money if they're out of warranty. Outback did steer me towards an individual who keeps spares and *can* service them; I sent it to him and he fixed it and sent it back the next day for $90 + shipping. Mate3 is back happily running the latest firmware and reporting to OpticsRE with no issues so far.

If anyone needs the service info, PM me.

best,
rich

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Kurt Lundquist
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Re: Can't access settings on Mate3

Post by Kurt Lundquist » Fri Aug 23, 2019 8:47 am

Thanks for the follow up rich. I'm glad you got it working again.

-Kurt
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Re: Can't access settings on Mate3

Post by mies » Fri Aug 23, 2019 9:50 am

n00b here -

This is amazing I actually have the exact same problem and decided to have a look at the forums and found this thread. Everything appears normal but can't get into the programming menus via the lock key. Also can't get to the server though the Ethernet port. I'm also out of warrantee.

rbreen - can you shoot me the info with the guy that fixes these? I tried sending you a PM but my account here is too new and will not allow PMs yet.

Thanks

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Re: Can't access settings on Mate3

Post by raysun » Fri Aug 23, 2019 10:45 am

Mies,

Did you try updating the firmware in case it's become corrupt? Corrupt firmware may be rarer than component failures, but over the past 3 years, I have seen two old Mate3 units restored to function by doing an update.

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Re: Can't access settings on Mate3

Post by mies » Fri Aug 23, 2019 11:26 am

Raysun,

Good suggestion but I can't get to the main menu to do a software update via the LOCK key. Is there another way to do this?

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Kurt Lundquist
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Re: Can't access settings on Mate3

Post by Kurt Lundquist » Fri Aug 23, 2019 1:29 pm

mies wrote:
Fri Aug 23, 2019 11:26 am
Is there another way to do this?
Once you have the firmware on the SD card and inserted in the Mate3 press and hold the UP button for about 5 seconds.

-Kurt
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mies
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Re: Can't access settings on Mate3

Post by mies » Fri Aug 23, 2019 4:57 pm

So I was able to update the firmware 1.4.2 (I have a mate3s). It had no effect on the LOCK key. I'm still unable to get to the setup screens.

But it did have one good side effect. Before the update it was not contacting/updating OpticsRE. Once the mate rebooted after the update it was back on my network and talking to OpticsRE. This is good enough since I can change most of the settings on the Mate via the OpticsRE page (and I don't want to cough up $~450 for a new mate3s). I'm still going to look into the 3rd party repair guy.

rbreen
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Re: Can't access settings on Mate3

Post by rbreen » Sat Aug 24, 2019 7:52 am

PM'd - let me know you received.

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Re: Can't access settings on Mate3

Post by sparksalot » Sat Aug 24, 2019 4:06 pm

When did your Mate3s warranty run out?

Thought 3rd party repaired inverters, might not do a Mate, but do report your findings.

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