Another C10 Failure

Support
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1

Hi there,

Have another failure with the C10 - USB C provides power only to the laptop, no longer providing LAN, KVM -

  1. have confirmed with simple Comsol hubs that the USB-C connector on the Laptop is OK
  2. have confirmed same outcomes with a separate laptop (C10 not working)
  3. have tried alternative highspeed data cables
  4. Have checked device manager and whilst the UCM-UCSI ACPI device is shown when connected there are zero events recorded against it
  5. Have checked event viewer - no events

Having seen other similar issues, it seems this device is not fit for the purpose intended in the purchase and that there is either a latent design or build defect in the model.

Please advise next steps as I have had this only a few weeks to replace an array of other devices that were generally working well but were not integrated into the one box.

2

Hi Steve,

Thanks for reaching us,we are so sorry for the trouble caused.

  1. Where you purchased this device and what is the order number?
  2. Only charging for laptop,but the LAN connection,monitors and USB devices all not work with laptop?
  3. Could you help try reset the C10 for a check via this UartAssist tool:UartAssist tool
3

Hi there Kevin,

Downloaded the tool and received a virus warning for your exe file - W32/Exploit.gen - my AV immediatly deleted it.

I found the same thing yesterday with your firmware update packages.

Please advise when there will be an uninfected version available

Cheers

Steve

4

Hi Steve, please don’t worry and download them,they are safety.

5

Found a clean version of UartAssist - undertook the reset, C10 still not working

6

Order details, serial number, etc sent via email yesterday

7

Hi Kevin!

I’ve provided all the information I can via email and where appropriate here; it seems that the product has had a catastrophic failure within 14 days of delivery and 10 of installation.

  • I received the device on the 15th of October

  • I installed it on the 19th of October

  • It worked as expected until 29th of October

  • Laptop doesn’t work any more - only the desktop

  • The reset procedure has not restored function as noted 4 days ago

  • I haven’t received any further advice about fixing the problems nor been advised to invoke the returns procedure

Please would you advise next steps as this was purchased to replace an assortment of adaptors that was clunky but had worked for 2 years; this has failed within 2 weeks.

If there are other reasonable steps to take to diagnose the issue, please let me know; alternatively, please replace or refund.

Thanks

Steve

8

Hello Steve,
Truly sorry to keep you waiting.
Which email address you share those details？
And please submit the RMA form and we can transfer to our customer service then they can arrange the new replacement for you.

9

Hi Kevin,

Per email sent back to you; the RMA process is not working for my order.

Please can this be addressed?

Cheers

Steve

10

Hello Stephen,
Our customer service James has get back to you and also told about the new replacement process.
Best Regards,