Matrix Portal M4 not responding

[tymerones]

Received my Matrix Portal yesterday. Followed setup instructions, no activity on neopixel when double press reset, no activity when connected to PC or Mac. Only sign of life is the 5v and 3v led.

Image-from-iOS.jpg (935.84 KiB) Viewed 1181 times

Untitled-1.jpg (974.18 KiB) Viewed 1181 times

[mikeysklar]

Did you start the installation of CircuitPython?

https://learn.adafruit.com/adafruit-mat ... cuitpython

Plug your MatrixPortal M4 into your computer using a known-good USB cable.

A lot of people end up using charge-only USB cables and it is very frustrating! So make sure you have a USB cable you know is good for data sync.

Double-click the Reset button (indicated by the green arrow) on your board, and you will see the NeoPixel RGB LED (indicated by the magenta arrow) turn green. If it turns red, check the USB cable, try another USB port, etc.

If double-clicking doesn't work the first time, try again. Sometimes it can take a few tries to get the rhythm right!

[tymerones]

I am using a USB C 3.2 Gen1 cable, and not able to start installation because the board does not respond to double click on the reset. Pc and Mac do not see any connections.

[adafruit2]

tym, can you take a photo of the pink plastic bag the matrixportal came in? there's a barcode that can be helpful to figure out whats up

[tymerones]

Could not locate the pink bag. I’ll continue to look.

[COLOURANDSHAYPE]

5Gf3ah8.jpg (476.57 KiB) Viewed 1144 times

I RMA'd one a week ago, received another one with the same issue. Glad to seem i'm not alone.
Batch W13112-B is on both bags.

[tymerones]

Just reminded me that I found this.

[tymerones]

Any update? Hoping to get a replacement soon.

[mikeysklar]

I'll check in with engineering on the batch number in concern. Will get back to you shortly. My apologies for the delay.

[tymerones]

Thank you for the response.

[tymerones]

Any update on this? I’ve been extremely patient, but at this point hoping to get a replacement.

[mikeysklar]

@tymerones,

Thank your patience. Let's try a replacement.

Please e-mail [email protected] with your order# and a link to this forum thread to show we discussed the issue here.