Wireless card not installed - after a year of use?

[Axolotl]

Hi, can anyone here help? I've contacted Squeezebox support but they aren't being very helpful and I'm getting nowhere. 24 hour turn around on e-mails...

On Saturday 2 April, I was listening to my Squeezebox Boom (Firmware 52) connected wirelessly to my PC Squeezebox server 7.5.3 (XP Pro SP3) when the Boom just stopped, saying it had lost connection, then repeatedly reporting "Wireless card not installed". At the same time, when it went into standby, the normal clock display had big flashing "Wireless ca" text behind it, split with the bottom half at the top and the top half at the bottom.

I've had the Boom for just under a year, and it just sits in the corner, no knocks, drops or anything to cause it to break.

Support have so far got me to restart my router and PC and try a factory reset on the Boom by holding down the "+" key on the remote while I power the Boom on, which does nothing (no reset) just keeps displaying "wireless card not installed".

Then they got me to uninstall server 7.5.3 and download the latest and reinstall it (still 7.5.3). They say that should upgrade my Boom to firmware 53, but I have to do a factory reset (which I can't). They also say I can do a factory reset via the Squeezebox controller but I don't have one, if they mean the actual hardware controller.

The Boom is working all right on wired ethernet, but never seems to go into standby.

I also have a Classic, which is still working fine on wireless, so I think my wireless LAN is up and running o.k.

I think I just have a hardware fault, and want the Boom replaced under warranty. What do you think? You guys are obviously more up to date with software versions etc. than I am. I'm reading about firmware 53 and server 7.5.4 how do I get them if the squeezebox.com is giving me 7.5.3 and the Boom stays at 52?

Sorry this is a bit long, but I've tried to give you all the information.

[garym]

try installing SbS 7.5.4, then connect Boom with ethernet so it will update its firmware to match 7.5.4. Then go back and try a wifi connection. Download 7.5.4 here:

http://downloads.slimdevices.com/nightly/?ver=7.5

p.s. before doing all this, also (1) remove power to everything including router, (2) restart router, let fully start, reboot computer, let SbS fully start, (3) plug SB player back in to power up. Probably not your issue, but can't hurt to let everything get assigned an IP address, etc.

[Axolotl]

Right. I've now updated SbS to 7.5.4 / r32224 and the Boom's firmware is now showing as 53. have also restarted wireless router and PC.

However, "wireless card not installed" is still there and I have no wifi connection from the Boom.

I may be being naive here, but doesn't "wireless card not installed" imply that something has happened to the wireless network card in the Boom, rather than the firmware or some external factor? Especially as my Classic is working fine on wireless?

Finally, can you clarify the factory reset business? What is supposed to happen when i achieve a factory reset? Should the display say something like "factory reset"? All I get when powering on while holding down the "+" button on the remote is the logitech logo, the squeezebox logo, then "wireless card not installed"...

Thanks.

[toby10]

Yes, it should say Factory Reset on screen.

My guess is your WiFi card is either bad or somehow got knocked loose. If still under warranty get an RMA.
Mfr warranty is 2 yrs, 3 yrs if your credit card has automatic buyer protection.

If warranty is no longer an option you could open it up and try reconnecting the WiFi card yourself.

[Axolotl]

It's well inside warranty. Less than 1 year when the fault occurred. (Actually bought on 13 April last year).

How do I get an RMA? As I say, Logitech support seem to be playing silly B's, blaming my PC, my wireless LAN, everything except the obvious.

[toby10]

Call them back and hope you get a better qualified CSR. Ask to speak to the manager if need be.

[KMorgan]

You need a new unit I'm afraid.

See this thread from a while ago http://forums.slimdevices.com/showthread.php?t=54494

[bitstopjoe]

Well if they tell him the same as they told me they have NO Booms to replace those under warranty! EOL and all that, or so that is what they told me. I would be curious if you get a different response!
I am on hold, with no Boom, till they come out with its replacement. Could be a FEW months I would think..Sigh..

[Axolotl]

Interesting. The problem described earlier in the other thread looks identical to what is happening to my Boom, even down to the picture of the display. The warranty is "repair or replace" so maybe they think they'll repair it if they're not making new units?

Anyway, I e-mailed them to say I was fed up and thought it was a hardware fault, and this morning I received this from Logitech support, passing the buck back to Amazon, where I bought the Boom:

<<Thank you for your response.

Unfortunately, we must inform you that your product is defective and a warranty exchange is needed.

Based on the supplied information your product is still covered by warranty. In order to obtain the warranty exchange your first point of call should be the point of purchase, as they should be able to arrange the warranty exchange.

In the event the point of purchase refuses to assist with the warranty exchange, we kindly ask that you contact Customer Care again. Please note, that if Logitech is to consider processing a warranty claim, we kindly ask that you supply the following information:

>> (Plus the rest about all the details they need to issue an RMA)

I shall now contact Amazon, and see which way they jump. (Amazon have a 30 day limit on no-quibble returns, but they might help seeing as the manufacturer says its faulty)

Thanks for all your help. I'll update when I know the outcome. Don't hold your breath.

[garym]

For what it is worth, Amazon is the best company I've ever dealt with concerning returns.

[Axolotl]

Update:

Amazon have said they can't replace it, because they are out of stock with no replenishment date, so they've offered me a full refund which I've decided to accept. Just arranging the return packaging now.

I'd rather it hadn't gone wrong, but I think refund is pretty good after nearly a year.

Question is what have / will Logitech replace the Boom with? Will that go wrong too? There seem to be a lot of issues with product quality on here, but then I suppose people whose products just work don't bother to post.

[garym]

Update:

Amazon have said they can't replace it, because they are out of stock with no replenishment date, so they've offered me a full refund which I've decided to accept. Just arranging the return packaging now.

I'd rather it hadn't gone wrong, but I think refund is pretty good after nearly a year.

Question is what have / will Logitech replace the Boom with? Will that go wrong too? There seem to be a lot of issues with product quality on here, but then I suppose people whose products just work don't bother to post.

Refund seems fair. Best Amazon can do. Have no idea about replacement product, but I do think it is a bit harsh to assume that most SB products are bad. I have a transporter, two booms, 3 touch units, two radios, two controllers, a duet receiver and SB3 (latter two units in the closet for now, replaced with Touch players). They have all worked very well in daily use (several hours per day) and some I've had for at least 3 years. In all this time, I've had one issue with one of the Touch units (a horizontal white line across the screen). It was replaced without question in a matter of days. I also have a few friends and relatives using Booms, Touch, and Duet units. They have no idea about this forum, don't really understand how the system works, it just works for them.

So yes, there are occasional hardware problems (but my reading of this forum suggest these are pretty rare). There are certainly software issues that crop up more often that are Logitech's fault. And I'm not an apologist for Logitech, but I stand by my often repeated statement that the vast majority of problems reported on this forum are ultimately related to (1) the user's network not being robust or having interference, etc. and (2) the audio files having bad tagging/organization. Real problems do occur, but the system with a good server and a robust network can be trouble free.

[aubuti]

Question is what have / will Logitech replace the Boom with?
At present the natural successor is the Radio. I don't think it sounds as good as the Boom, but it's still quite good for its size and price. The alarm has been unreliable for users who depend on mysqueezebox.com instead of a local server -- I don't know if those problems are being resolved or not.

As for future products, Logitech doesn't like to comment on products in the pipeline, so at this point it's all speculation.

[maggior]

I'm impressed that Amazon is giving you a refund after all of this time. Major bummer that you can't get a replacement. I really enjoy my Booms and would be really disappointed if I one broke and I couldn't replace it.

I really hope that a suitable replacement is in the works. I really don't think the Radio fits the bill.

[garym]

I'm impressed that Amazon is giving you a refund after all of this time. Major bummer that you can't get a replacement. I really enjoy my Booms and would be really disappointed if I one broke and I couldn't replace it.

I really hope that a suitable replacement is in the works. I really don't think the Radio fits the bill.

Amazon gave me a refund on a wifi router I had simply sat on for over a year before trying to use (long story). It was out of warranty, but amazon took it back because it didn't work. Probably didn't hurt that I'm been a very active customer of amazon products going back to the beginning. They do like my business.....and I'm happy to give it to them if I get good service.