Matrix Portal Not Recognized by Computer

[AdamTheGreat]

The product in question:
The Matrix Portal M4 (my order #2664168-7223650718; link to item https://www.adafruit.com/product/4745)

The problem:
My computer isn't recognizing when the matrix portal is plugged in so I'm not able to continue with the initial setup

Steps followed:
I followed the Further Information section from the MatrixPortal M4 Install CircuitPython page (https://learn.adafruit.com/adafruit-mat ... cuitpython). I get two solid green lights (v3 and v5) but the NeoPixel RGB LED never lights up. My computer also does not recognize that there is a new device plugged into one of the USB ports.

Troubleshooting:
1.) I've tried four different USB-C cables. One of which was new with this order (in the description it says that it transfers data as well as charges)
2.) I've tried this on multiple USB ports on my computer (Windows 10)
3.) I've tried on another computer as well (Ubuntu 18.04)
4.) I've tried various double-click intervals on the reset button while plugged into each computer
5.) I've tried with (and without) connecting it to the matrix display panel
6.) I've tried using UsbTreeView.exe to reset USB ports and reconnecting
7.) I've tried connecting the USB to a USB hub
8.) I've also tried rebooting my pc and attempting the above steps again as well as disconnecting all other USB connections

I'm not sure what else I can try to do.

[adafruit_support_carter]

Can you post a photo of the front (side with all the sutff) of the MatrixPortal so we can look for anything obvious.

3.) I've tried on another computer as well (Ubuntu 18.04)

On this machine, do you see anything in dmesg output when the MatrixPortal is plugged in?

[AdamTheGreat]

Here's a pic of it connected with the lights on and one zoomed back (not connected).

I don't have the Linux computer handy at the moment but I can reconnect that if needed.

[adafruit_support_carter]

Thanks for the photos. That all looks generally OK.

I don't have the Linux computer handy at the moment but I can reconnect that if needed.

Please do. It'd be interesting to see what, if anything, shows up. You can do this with the MatrixPortal disconnected from the RGB matrix. Fow now, we're just trying to figure out what's up with the MatrixPortal.

You can use:

Code: Select all

dmesg -w

before plugging in the MatrixPortal to watch what new messages show up.

[AdamTheGreat]

I ran

Code: Select all

dmesg -w

and there wasn't anything logged when I plugged/unplugged the MatrixPortal. I used the same USB-C and connected my Nintendo Switch and it immediately logged the device (see screenshot).

[adafruit_support_carter]

Thanks. That's useful.

Let's super double triple check USB cables.

1.) I've tried four different USB-C cables. One of which was new with this order (in the description it says that it transfers data as well as charges)

Was the "new with this order" one from Adafruit?

Or as another way to sanity check - try using the USB cable with something else to verify it can move data.

[AdamTheGreat]

The new one is the one from Adafruit. That screenshot from this morning was from the new cable I got from Adafruit as part of this order. Outside of my Nintendo Switch, I don't think I have another device that sends data over this cable type.

[adafruit_support_carter]

Ah, OK. Sorry. Misunderstand the Switch test above. It showed up in dmesg so obviously the cable was OK.

Let's just replace it. Seems like it's just not a happy board. Thanks for all the testing.

Send an email to [email protected] with a link to this thread and your order number and they can send you a replacement Matrix Portal.

[AdamTheGreat]

Thanks, I'll reach out!

[adafruit_support_carter]

If you still have the packaging the original Matrix Portal came in with the white sticker on it, can you please post a photo of it? It has an Adafruit logo on it, the name of the board, some barcodes, and other misc info. This is *not* required for the replacement, but would be useful info for us on our end. Thanks!

[AdamTheGreat]

Unfortunately I do not have the original packaging.

[adafruit_support_carter]

No worries. Thanks for checking and responding. Hope your replacement Matrix Portal is working OK.