HD-12 is a brick

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Val M

November 02, 2018 16:23

I own a RainMachine Touch HD-12 device that was purchased some time last year. It was working great during last summer season. About 3 weeks ago, the unit suddenly turned off and can no longer start. I do not see any lights coming off when I turn the power on. I checked the power on the connection and everything looks good, the expected 24v is there. However, the unit cannot start. No interactions with the device has been performed whatsoever, it died on its own.

In summary, Touch HD-12 bricked by itself, and no longer functions at all.

Please can you suggest any troubleshooting steps that I can try? I emailed the RainMachine support but they did not respond.

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  Jarrod Smith November 02, 2018 20:23

  Val,

        I looked for your ticket and could not find it. Did you use a different email to open the ticket? As far as the machine goes if it isn't lighting up at all when you unplug it and plug it back in the machine will need to be warrantied. If you can see it light up and it just doesn't move past the loading screen then we may be able to do a firmware reset. If you let me know what email you used for your ticket I can get the warranty process going for you if it was this email it never made it into the ticketing system and I would be happy to open one for you. Just let me know if there is any sign of life and if not let me know the email. I will get the ball rolling for you. 

  Jarrod S.

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  Val M November 03, 2018 00:59 (Edited November 03, 2018 00:59)

  Hi Jarrod,

  Thanks for the fast response.

  I'm pretty sure I have submitted my support ticket under the same email address, and do remember seeing a confirmation page. The ticket was submitted on Wed 10/31.

  I can confirm that no lights are lit on the unit when it is turned on. There is no sign of life on the beautiful machine.

  Would greatly apprecaite your support in opening a ticket in the proper way to start the process. The fact that I can't turn my RainMachine on prevents from winterizing my sprinkler system, and there is not so much time left before real winter weather kicks in and it may be too late to winterize.

   

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  Val M November 12, 2018 09:48

  I haven't heard back from you, Jarrod. A new ticket has been raised in relation to this problem. The number of reference is 21720.

  As I mentioned before, due to being unable to turn my RainMachine on prevents me from winterizing my sprinkler system. Please expedite the resolution.

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  RainMachine Support November 13, 2018 12:26

  Hi, Val
  Our colleague from support team replied to you on your ticket #21720
  
  Also, as our colleague Jarrod told you, there is only one ticket support opened using the email address  vm-********@live.com and it is the one you sent yesterday (#21720)
  Maybe there was an issue and your first ticket didn't get into our system on 10/31. If you have the generated ticket number we could look for it.

  Anyway, your device will be fixed or replaced as soon as possible. Please get in touch with our colleagues on the support ticket.
  
  Thank you for your time and patience, Val
  RainMachine Support

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