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allendk123
2008-10-28, 13:14
I am having problems with my Logitech Duet controller. This is used to control my two SB3s. I am not using the Duet receiver.

While switching between the SB3s, the controller failed to connect to the new SB3 and hung displaying the rotating connecting icon. I tried to reset the controller by removing the battery but this did not work. All I had was a blank controller display and lit controller buttons (see later for more details), no Logitech logo appeared. I left the controller powered off and used my IR remote control instead.

I have tried to hard reset the controller and this is not working. It can be powered down by holding the home button. If I try to reset (by holding the + button down then pressing the home button down and releasing it) the reset fails. It starts by lighting all the buttons up, then the light dims twice very quickly, all buttons remain lit for a while and then dim once quickly. All the buttons light up, dim twice quickly and the sequence repeats. All the time this is happening, the display remains dark. After releasing the + button the double dimming of the button lights changes to a single dim but otherwise the sequence does not change. I have tried this a number of times varying the length that I hold the + button down but the same thing happens every time. I have tried leaving the controller in the cradle for an hour (in case the battery was flat) and trying again but this has not changed anything. The battery indicator was indicating full before it failed. The controller is usually left in the cradle so I do not normally run the battery down in use.

I have not made any changes to my SqueezeCenter installation (SqueezeCenter Version: 7.2 - 22900 @ Tue Aug 26 11:27:23 PDT 2008 - Windows XP - EN - cp1252) or my wireless network setup. Both of the SB3s still work correctly when using their IR remote controls.

Any ideas on what I am doing wrong or what I should try next? I logged this with the Support Desk on Friday evening (UK time) but have had no response.

Thanks for any assistance.

radish
2008-10-28, 19:29
Sounds like it could be a hardware problem, I think your decision to contact support was the right one. Hopefully you'll hear back from them soon!

allendk123
2008-10-29, 09:14
I finally got a response to my question logged with the SlimDevices support desk after two further prompts from me to say that it was being escalated to the second tier support team and someone should contact me in the nest day. I did not want to wait any more and managed to find a phone number for Logitech European Support.

I called the European support number and was very impressed with the response. Simon spent 25 minutes with me trying to resolve the problem before coming to the conclusion that it was a hardware failure and that I would be shipped a replacement, free of charge.

I was not impressed that my controller failed after three months of use and the lack of response from the SlimDevices support desk. Particularly because I had recommended Squeezeboxes and Duets to my friends on the basis of the product support available. However, Logitech European Support have restored my confidence.

Is this difference in support response because of my UK location? Would it have been different if I was based in the USA?