Warranty.... Device died while installing OS

#1

Hello everyone,

I am facing a serious issue with my Radxa Zero 3W device and wanted to share my experience to see if anyone can help or has encountered something similar.

I purchased the Radxa Zero 3W less than three months ago and was in the process of installing Arch Linux on it. During the installation, there was an unexpected short circuit that caused an abrupt shutdown. Since then, the device has not been functioning.

I have tried all recommended troubleshooting steps, such as checking the power supply and attempting a full reset, but the device remains inoperative.

The device is still under warranty, and I am planning to request a replacement or repair from the manufacturer. If anyone has any additional tips or has experienced a similar situation, any help would be greatly appreciated.

Thank you in advance!

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#2

Have You shorted something on board?

#3

No, I did not short anything on the board. The device was placed on a stable and secure surface, and I was following all the installation instructions correctly. No external objects came into contact with the board during the installation process.

It has been complicated and frustrating to initiate the warranty claim process. I have reached out to the manufacturer, but the response has been slow, and the steps required are not very clear. Additionally, the seller on AliExpress has been slow and vague in their responses, which has made the situation even more challenging. Any advice on how to expedite the process or experiences with similar issues would be greatly appreciated.

#4

Every case is different and there are many small things that could be messed up during setup including those not obvious like ESD damages. I got only once issue with Rock4 board and needed to sent it back for repair (initially paid), but this failed and after couple of emails board was replaced to new one (without issue, m.2 slot was problematic).
Just make sure that Your power adapter is working correctly, take clear photos of board if anything is burned or so, connect UART console to see if there are any sign of life for this board. Jack said that factory is doing x-ray inspection for all produced board to test them, but still something may be wrong. Mine board died after one or two days and I got another to compare everything so I was sure that there is problem inside this particular one. This helped me a lot :slight_smile:

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#5

Dear Dominik,

I would like to express my sincere gratitude for your support and guidance. I have obtained a new board and am sending the defective one for warranty. I have conducted all the tests as per your recommendations and hope the issue will be resolved soon.

Once again, thank you for your help and understanding.

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