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TORAIZ SP-16 factory reset | boot hangs on splash screen

Hello pioneer team, 

my new toraiz hangs on boot process, on second day at work. The splash screen "TORAIZ" is shown with finished progress bar, but never disappear. 

Sequencer and Filter are active .. no sound and display at all !!

How can i make a factory reset or install the firmware new ? 

best regards

marcus

 

 

 

 

marcus

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Hello Marcus,

Which firmware version do you use in your TORAIZ SP-16?

TORAIZ engineers are now looking at your issue and as the first step they need the firmware version.

Thanks,

CRM, Pioneer DJ

 

Keiko
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in detail: while producing the user interface suddenly freeze;

On the next reboot the problem occur;

marcus 0 votes
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I've asked our TORAIZ product team to provide some information.

And again, please don't multi-post, it will not result in quicker support.

Pulse 0 votes
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Hello Keiko,

i received my device with firmware Ver.1.1 installed.

 

marcus 0 votes
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Picture 1: SP16 waits stay in state 20-30 seconds

marcus 0 votes
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Picture 2: SP 16 boot process
ends in this state: 

 

 

marcus 0 votes
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My mac identify this device as a USB-device in this state (not mass storage).

marcus 0 votes
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@pioneer: i can not believe that the "TORAIZ engineers" can offer me a way to reset this machine to factory default state. In this price range the device should also have a save boot mode to analyse the state of the operation system || system parts.

=> I CAN NOT BOOT THIS DEVICE SINCE 3 DAYS 

=> FOR THE MONEY I PAID FOR THIS UNIT I WOULD LIKE TO HAVE A FASTER COSTUMER SERVICE 

 

 

 

 

marcus 0 votes
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CORRECTION =>  A COSTUMER SERVICE THAT OFFERS TECHNICAL SOLUTIONS 

marcus 0 votes
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why not just return it to your retailer & exchange it as you are within warranty period and it is them that should be delivering you some customer service at this point? 

 

Phil 0 votes
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i just want to be sure that this is not a software error in the operation system of this device.

This could be checked by a simple factory reset or a reinstall of the os.

why exchange a device with a software error ?

marcus 0 votes
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it's totally up to you marcus, if i bought a product that showed any kind of fault in the first 30 days i'd be exchanging it.

doubt this is only software, it's probably an error on the internal hard drive. 

Phil 0 votes
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@phil: maybe you're right => return to sender seams to be the only solution ;)

marcus 0 votes
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experience with hard drives tells me that if there is a fault that occurs in early use, even if it gets a 'fix', the drive usually fails further down the line. i personally wouldn't take that risk!

Phil 0 votes
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Hello Marcus

I am a member of the Pioneer DJ TORAIZ product team.

First, allow me to apologize for what has happened to your unit.

As you have mentioned, there is a service mode for analyzing the system's state. However, this mode can only be activated by the service center.

 

As Phil requested, please exchange it with a new unit.

Again, we are truly sorry for the inconvenience, please let us find out what went wrong and we can fix the problem.

 

Thomas Ryoma Montpetit 0 votes
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Marcus, I've converted the internal ticket to one assigned to you -- please see the My Activities page to view your ticket and to add any comments requested.

Pulse 0 votes
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