Unable to find boot/connect Matrix M4 Portal

[Kiervek]

I just got my Matrix Portal M4 last night! I have the same exact problem that was posted a few days ago. I can't get any boot drive to show up on my Windows 10 PC. I have two green LEDS right by the reset button, but the round white thing that has 'Neopixel' written to the right of it is not illuminating. I assume this is a third LED? I have tried many different data cables, and verified they are data cables with other devices, but no amount of combination of reset buttons pull up any boot drive on my windows 10 computer. The other post mentioned pinning the dedicated reset hole (bottom of board to the right of the USB C power port, and so I jumped it to the GND in the upper right corner. Nothing, but maybe I am 'pinning the reset' wrong. I've tried resetting with the Portal M4 plugged into the LED matrix board and also unplugged. No luck.

I did send an email to support. Cheers!!

[Kiervek]

small matrix porta.jpg (958.62 KiB) Viewed 417 times

An image for reference. The reset pin (RST) is the first jumper on the left bottom. Could only ever get the two small green LED's at the top left. What should work for the double tap of the reset? I tried so many combinations, nothing seemed to work. Immediate, 1/4 second, full second in between taps and more.

[adafruit_support_carter]

Do you still have the packaging it came in with the white sticker with barcodes? If so, can you please post a photo of that. It has some info on it we'd like to see for helping track this issue.

I think you've tried the reset button presses as much as needed. Let's just replace this Matrix Portal. In your email with support, link them to this thread and include your order number as well. They can then send you a replacement Matrix Portal.

[Kiervek]

Matrix Portal M4 Sticker.jpg (238.25 KiB) Viewed 413 times

The package sticker

[adafruit_support_carter]

Excellent. Thanks!

[Kiervek]

The replacement board came today! I was able to reset it, get the round newpixel LED to light up (3 total LEDs), be able to be discoverable on the computer, get the matrixboot, and everything to get a test project working just fine! Thanks!

M4 works.jpg (454.04 KiB) Viewed 375 times

[adafruit_support_carter]

Yeah! Glad the replacement works. Thanks for letting us known and helping with the sticker photo info. Have fun!