PHS300 not working at all - no LEDs

rrm64 · EVDO Newbie Joined: 09 Mar 2007 Posts: 7

Actually, I have two PHS300s. Both have been upgraded to the latest firmware in the past month or so.

I accidentally left one on a few days ago and it went dead after a couple of hours. Now, it won't power on at all - no LEDs at any time. I've tried holding the reset for a minute and I've tried swapping power supplies and batteries.

Now the worst part - my second one was left on tonight and went dead too. Now it exhibits the exact same thing. Now I have TWO dead PHS300s. I am getting frustrated.

I filed a ticket with Cradlepoint 48 hours ago - but no response (other than the automated one) yet.

Any ideas?

Thanks,
Randy

dario · Posted: Thu Aug 20, 2009 11:20 am Post subject:

Try the factor reset on the router.
Remove the battery from the device and leave the switch in the "ON" position

1. Unplug the device.
2. Press and hold the Reset button on the bottom of the unit in the battery compartment section.
3. Re-plug the unit.
4. Continue holding the Reset button for 15 seconds and let go

See if you are able to get the LED's to come back to life

rrm64 · EVDO Newbie Joined: 09 Mar 2007 Posts: 7

Thanks,

Tried it twice on each one. No luck. No LED flashes at all.

I really sense that this has something to do with the new firmware. My routers have gone dead before and the most that ever happened was that I needed to re-set-up the parameters as they had reverted to factory settings.

The only real difference now is that both had been upgraded to the latest firmware (2.4.2) for couple of weeks.

it just seems too coincidental that both would die the same way within a day of each other.

I talked with cradlepoint support today and they will RMA one under warranty, but the other is over a year old and it will not be covered.

EVDO_user · EVDO User Joined: 20 May 2009 Posts: 29

I encountered the exact same thing. I had the latest firmware (2.4.2) and I let the battery drain completely. Then, without notice, the unit would not charge nor would it power on. I do not know what the problem was. I sent the unit to Cradlepoint and they will be replacing it. Could that be the problem? Will draining the battery completely fry the unit somehow?

Can you guys at 3G Store test this with the lastest firware by draining the battery completely and then not recharging the unit to see if the unit will stop working?

dario · Posted: Tue Aug 25, 2009 4:24 pm Post subject:

I have passed the information to my manager to look into a possible issue. We will be doing some testing.

Thank You

ymn · Posted: Fri Sep 11, 2009 5:36 pm Post subject:

I had the exact same thing happen to me. I upgraded my firmware a month or two ago. Last weekend I unplugged the router without switching it off. I didn't end up using it. When I plugged it back up on Monday, none of the lights came on. I tried the factory reset a few times with no success. I also tested the power supply and it tests as okay. I have had the modem for over a year and haven't had any problems with it. Does anyone know of a way to get the PHS300 to operate again?

orbitalcomp · EVDO User Joined: 28 Apr 2007 Posts: 88 Location: Texas

mbrinkho · EVDO Newbie Joined: 17 Sep 2009 Posts: 1

Jeez, how do you rate? I put a ticket in on their web site about this issue on 9/9 and still haven't heard a peep other than the automated E-Mail.

orbitalcomp · EVDO User Joined: 28 Apr 2007 Posts: 88 Location: Texas

3Gstore · EVDO Addict Joined: 19 Sep 2006 Posts: 3171

simic · EVDO Newbie Joined: 24 Sep 2009 Posts: 2

I just hit into the same brick wall also.

went out on an errand and when I came back, the PHS 300 battery had run flat.

All 3 LEDs are off.

Plugged in the AC and tried to do a factory reset. Still no go. no led at all.

The unit and the wall plug does get warm if I leave it plugged in. So something is still active and chewing up some current.

Mine is out of warranty and worst still, I'm on a overseas posting at the moment.

Anyone knows what is the cause of this problem? Is it due to buggy firmware or bad hardware?

I'm hesitant to spend money to fix it or get it replaced if the design of the PHS300 cannot tolerate having its battery being run until flat.

simic · EVDO Newbie Joined: 24 Sep 2009 Posts: 2

Two thumbs up for Cradlepoint tech support! Laughing

Contacted support thru web chat yesterday and my replacement PHS300 is on the way.

But they still cant say for sure why units like mine are dying when fully discharged. They are still investigating.

All I got was a vague answer to downgrade to a lower firmware to see if helps.

For sure I'm not leaving the PHS unattended when on battery mode. Well, at least until the mystery is solved.

rrm64 · EVDO Newbie Joined: 09 Mar 2007 Posts: 7

I received replacements from Cradlepoint too. I saw the info in the latest firmware release and contacted them. They informed me that my out-of-warranty replacement was not charged to my card since they found the issue and fixed it in this latest firmware release.

I also recommend getting up to the latest firmware now - but beware in the future and wait until others have been stable for a while will be my policy going forward.

Randy

Michael · Posted: Mon Oct 12, 2009 1:19 pm Post subject:

Be sure that you are running firmware 2.4.5 on your PHS300, more info here:

Important Firmware Update for CradlePoint PHS300 Users!
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