Mate 3 power up failure

Mate3 and Mate3s communications devices for Outback Power
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insequent
Forum Member
Posts: 10
Joined: Thu Jan 23, 2020 10:14 pm
My RE system: FlexMax 80 x 2
Mate 3
Hub 4

Mate 3 power up failure

Post by insequent » Thu Jan 23, 2020 10:20 pm

My Mate 3 will not complete a power up. The first screen with name and logo appears, but it will go no further. I do get a clockwise flashing of all of the LED's. This is the same result whether l=plugged into hub 4 or either of the flexmax 80's.

Is there some kind of hard reset? OR is the unit toast?

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IanMcCluskey
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Re: Mate 3 power up failure

Post by IanMcCluskey » Fri Jan 24, 2020 8:21 am

This is a MATE3, not a MATE3S?

Make sure you have only the latest firmware loaded onto the SD card according to the instructions. Then, unplug the device, hold down the PORT button, and plug it back in while holding that button until you see the bootloader.
Ian McCluskey
Product Manager


Alpha Technologies Inc. / OutBack Power Technologies
3767 Alpha Way Bellingham WA 98226 USA
http://www.alpha.com

insequent
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Posts: 10
Joined: Thu Jan 23, 2020 10:14 pm
My RE system: FlexMax 80 x 2
Mate 3
Hub 4

Re: Mate 3 power up failure

Post by insequent » Sun Jan 26, 2020 3:33 pm

Yes, its a Mate 3. Serial M306314.

I tried as you suggested with April 2019 firmware, but no difference. The logo appears and the LED's flash in clockwise rotation. Then the screen would go blank briefly before I again get logo and LED's again.

What else can I do?

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Re: Mate 3 power up failure

Post by raysun » Mon Jan 27, 2020 8:00 am

insequent wrote:
Sun Jan 26, 2020 3:33 pm
Yes, its a Mate 3. Serial M306314.

I tried as you suggested with April 2019 firmware, but no difference. The logo appears and the LED's flash in clockwise rotation. Then the screen would go blank briefly before I again get logo and LED's again.

What else can I do?
If the problem is corrupt firmware, then reloading should resolve it. Sometimes the reload doesn't work the first time. If not done already, perhaps they the reload again.

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IanMcCluskey
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Re: Mate 3 power up failure

Post by IanMcCluskey » Mon Jan 27, 2020 8:20 am

Did you make sure you dragged and dropped the individual firmware files into the root directory of the SD card before trying the update method I posted?
Ian McCluskey
Product Manager


Alpha Technologies Inc. / OutBack Power Technologies
3767 Alpha Way Bellingham WA 98226 USA
http://www.alpha.com

insequent
Forum Member
Posts: 10
Joined: Thu Jan 23, 2020 10:14 pm
My RE system: FlexMax 80 x 2
Mate 3
Hub 4

Re: Mate 3 power up failure

Post by insequent » Mon Jan 27, 2020 11:17 pm

I'v tried quite a number of times.

The two files in root of SD are: M3e.bin & M3Ethev3.bin

Are those the correct files?

I've also tried v3.17 and v2.19 of the firmware.

I've tried 2 different SD cards with the files also. But still no progress. What do I do next?

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IanMcCluskey
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Re: Mate 3 power up failure

Post by IanMcCluskey » Tue Jan 28, 2020 8:25 am

Place all the files from the 3.19.1 firmware download folder on the SD card, then email me a video of you trying the upgrade to imccluskey@outbackpower.com
Ian McCluskey
Product Manager


Alpha Technologies Inc. / OutBack Power Technologies
3767 Alpha Way Bellingham WA 98226 USA
http://www.alpha.com

insequent
Forum Member
Posts: 10
Joined: Thu Jan 23, 2020 10:14 pm
My RE system: FlexMax 80 x 2
Mate 3
Hub 4

Re: Mate 3 power up failure

Post by insequent » Tue Jan 28, 2020 1:38 pm

OK, thanks. Give me a couple of days to get some help with the video.

insequent
Forum Member
Posts: 10
Joined: Thu Jan 23, 2020 10:14 pm
My RE system: FlexMax 80 x 2
Mate 3
Hub 4

Re: Mate 3 power up failure

Post by insequent » Fri Jan 31, 2020 9:39 pm

Video sent.

Thumb is holding down 'Port' button when cable from hub is inserted at rear.

insequent
Forum Member
Posts: 10
Joined: Thu Jan 23, 2020 10:14 pm
My RE system: FlexMax 80 x 2
Mate 3
Hub 4

Re: Mate 3 power up failure

Post by insequent » Fri Jan 31, 2020 9:45 pm

Email with video failed to transmit, due to size at your end. It was 19Mb. What is your size limit? I may be able to reduce size, but I do very little with video.....

insequent
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Posts: 10
Joined: Thu Jan 23, 2020 10:14 pm
My RE system: FlexMax 80 x 2
Mate 3
Hub 4

Re: Mate 3 power up failure

Post by insequent » Fri Jan 31, 2020 10:16 pm

I posted the video on you tube, and have emailed a link to you

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IanMcCluskey
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Re: Mate 3 power up failure

Post by IanMcCluskey » Mon Feb 03, 2020 9:52 am

Hi insequent, turns out I was misinformed on the MATE3 method, as I mostly deal with MATE3S these days.

The correct method is to simply insert the SD card, and hold the "UP" button for about 4 seconds until the screen changes to "Wait Ethernet Process Init". Make sure not to unplug the unit while it updates, which took a little over a minute on my test system.
Ian McCluskey
Product Manager


Alpha Technologies Inc. / OutBack Power Technologies
3767 Alpha Way Bellingham WA 98226 USA
http://www.alpha.com

insequent
Forum Member
Posts: 10
Joined: Thu Jan 23, 2020 10:14 pm
My RE system: FlexMax 80 x 2
Mate 3
Hub 4

Re: Mate 3 power up failure

Post by insequent » Mon Feb 03, 2020 3:25 pm

Thanks, but even with the correct method it still will not work! It just cycles through to blank screen/reboot endlessly. What next?

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IanMcCluskey
OutBack Product Management
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Re: Mate 3 power up failure

Post by IanMcCluskey » Mon Feb 03, 2020 4:01 pm

Shoot, well, if it's in warranty, file a tech support case and they will replace it with a MATE3S. If it is not in warranty, purchase a MATE3S to replace it.
Ian McCluskey
Product Manager


Alpha Technologies Inc. / OutBack Power Technologies
3767 Alpha Way Bellingham WA 98226 USA
http://www.alpha.com

insequent
Forum Member
Posts: 10
Joined: Thu Jan 23, 2020 10:14 pm
My RE system: FlexMax 80 x 2
Mate 3
Hub 4

Re: Mate 3 power up failure

Post by insequent » Mon Feb 03, 2020 4:17 pm

It was purchased 13 june 2016. It has a 5 year warranty doesn't it?

I can call into the place I bought it from within a week, but I'm not sure that they area still one of your dealers. I'll update here in due course.

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IanMcCluskey
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Re: Mate 3 power up failure

Post by IanMcCluskey » Mon Feb 03, 2020 4:19 pm

I'm not sure what the warranty period was at that time, but our tech support team will know. No need to go through your dealer if it is in warranty.
Ian McCluskey
Product Manager


Alpha Technologies Inc. / OutBack Power Technologies
3767 Alpha Way Bellingham WA 98226 USA
http://www.alpha.com

insequent
Forum Member
Posts: 10
Joined: Thu Jan 23, 2020 10:14 pm
My RE system: FlexMax 80 x 2
Mate 3
Hub 4

Re: Mate 3 power up failure

Post by insequent » Sun Feb 16, 2020 10:04 pm

The dealer advised that my Mate 3 was not repairable. Fortunately it had a 5 year warranty.

I received a replacement Mate 3s today, installed it and everything is back to normal. Great to have it that way!

I would like to record my thanks for support received on this forum.

And also thank Outback Power for their customer service and prompt supply of the warranty replacement unit.

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