[bsannicolas]

Hello Support Team, 

I am seeking technical assistance for a Tangara device that is no longer functioning. Firmware was successfully updated to 2.0.

Issue Description:

• The device is completely unresponsive; the screen remains off.
  
• The rotation wheel no longer provides haptic feedback when turned.
  
• Companion software does not detect the device when it is plugged in and powered on.
  

Troubleshooting Attempted:

• Performed a hard reset (previously effective, but now unsuccessful).
  
• Left the device plugged in for over 24 hours to rule out a dead battery.
  
• The device was working as recently as last week, and I have not attempted to open it.
  

Could you please suggest further troubleshooting steps or advise on repair or replacement options?

I also have two specific questions:

• Is it possible to replace the battery?
  
• Since the device does not work even while plugged in, does this suggest the issue may not be battery-related?
  
• When I switch the device on and plug it into the USB-C port, Windows Device Manager does not detect it at all. Could this indicate a faulty USB port on the device, or does it point to another underlying issue?
  

Thank you for your guidance. 

Best regards,
Bryan

[ailurux]

Hi there,

The first thing I'd try is opening up the case and disconnecting the battery, waiting about 10 seconds, and plugging it back in, then see if the device starts up then. 

Sometimes a broken serial connection can cause a similar kind of lock up as well, I don't know of a reliable way to resolve that but it usually seems to resolve itself after repeatedly connecting the device with the USB C cable to a computer with the lock switch in the on position, so that's something else you could try.

Hope this helps, if it's still unresponsive please let us know and we can assist you further.