HPH stopped working - Amazing customer service

[Mr Dasher]

I've done a quick edit to my original post (which you can read below). I had a problem with my unit but Tina at Nagrace has helped me with my problem. Unlike a lot of companies that could have just avoided the problem Tina opened the lines of communication quickly, even offering to have a call on Skype. Customer service like this is rare in the Chinese device market.

Thanks Tina and Nagrace


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It's the strangest thing. I have had a heavy work schedule and haven't had a chance to use my new new HPH 4Gb very much. Today I turned it on and launched Netflix (which is all I really use it for). Watched a couple of programs and then without warning it just died and it wouldn't start again. No LED lights, nothing. I tested the power supply with a meter and it's working. I opened the box to see if at least the internal LED was on, which it wasn't. But the CPU was warm to the touch so I know there is power going through the unit.

I haven't done nothing out of the ordinary. Since there are no custom kernels I haven't over clocked it, etc.

Can anyone suggest something I can try to jump start this thing. I am wondering the about the quality of the power supply. I take it there are no fuses (blown fuses) on the board since the CPU is warm

I am wondering what the warranty on these unites are. I have only had it for about a month.

Thanks

[trebor]

By chance do you have many plug packs about, plugged the wrong one in.....?

[Mr Dasher]

By chance do you have many plug packs about, plugged the wrong one in.....?

No I have only one power adapter at back of my unit and it is plugged into the HPH. The only device I have plugged into the box is the USB for my remote. The unit was working and died mid use. The reason I was asking about the quality of the power supply because I was wondering if there was some sort of surge that may have corrupted the memory so it can't boot.

It's a shame. I rather liked the unit.

[mo123]

No I have only one power adapter at back of my unit and it is plugged into the HPH. The only device I have plugged into the box is the USB for my remote. The unit was working and died mid use. The reason I was asking about the quality of the power supply because I was wondering if there was some sort of surge that may have corrupted the memory so it can't boot.

It's a shame. I rather liked the unit.

Have you tired connecting it to a PC, to see if it enters flash mode in the flash tool?
Connect OTG cable, push paperclip into recovery hole then connect power adaptor while holding recovery button. If it connects, try flashing a stock or custom ROM.

[HPH___Tina]

It's the strangest thing. I have had a heavy work schedule and haven't had a chance to use my new new HPH 4Gb very much. Today I turned it on and launched Netflix (which is all I really use it for). Watched a couple of programs and then without warning it just died and it wouldn't start again. No LED lights, nothing. I tested the power supply with a meter and it's working. I opened the box to see if at least the internal LED was on, which it wasn't. But the CPU was warm to the touch so I know there is power going through the unit.

I haven't done nothing out of the ordinary. Since there are no custom kernels I haven't over clocked it, etc.

Can anyone suggest something I can try to jump start this thing. I am wondering the about the quality of the power supply. I take it there are no fuses (blown fuses) on the board since the CPU is warm

I am wondering what the warranty on these unites are. I have only had it for about a month.

Thanks

Hi John,

I am sorry to heared that the device could not working now, could you please upgrade the firmware and to see if it is ok based on MO123's suggestion? and i have send a private message to you, please kindly to check it.

meanwhile, thanks all for the prompty kind help and comments which the problems happend of our device...

best wishes,
tina

[Mr Dasher]

Hi John,

I am sorry to heared that the device could not working now, could you please upgrade the firmware and to see if it is ok based on MO123's suggestion? and i have send a private message to you, please kindly to check it.

meanwhile, thanks all for the prompty kind help and comments which the problems happend of our device...

best wishes,
tina

Hi Tina,

Thanks for the quick reply (and the private message as well).

I have owned a number of Rockchip TV devices so I have no problems flashing new firmware. I use an old laptop with XP installed that is dedicated to flashing new Rockchip firmware. I have flashed new HPH firmware in the past using this laptop so I know the drives are installed correctly.

I tried starting the device in recovery mode and was unable to. The CPU is warm so I know power is going to the unit. The two LEDs are not on.

Unless there is some type of bootloader - deep recovery I don't know about - this unit is dead.

D

[Mr Dasher]

Bump

[Guest]

I've done a quick edit to my original post (which you can read below). I had a problem with my unit but Tina at Nagrace has helped me with my problem. Unlike a lot of companies that could have just avoided the problem Tina opened the lines of communication quickly, even offering to have a call on Skype. Customer service like this is rare in the Chinese device market.

It's nice to hear that. And also that you solved your problem. Indeed, it's such a rare case when companies are willing to help their customers in such a way. Most of the time, chinese customer support is almost equal to zero (to us europeans and other countries on the opposite side of the planet). Their rating and sellling stats would skyrocket if they would do that for all customers (not that sellings are bad, but you all know what I mean). So, thumb up for Nagrace! Another reason for me to give HPH brand a try

[dancar]

What was the fix?

What was the fix?