Heat and Frequent Lock-ups

[rpo]

I am about done trying to deal with my HD300. It worked perfectly for the first two weeks, but things have gone downhill since then. From day one, everything worked fine, but the unit was HOT. When I say hot, I mean it is not holdable in your hand for more than a few seconds. The rubber feet get so warm they are like jello.

As for the lock-ups.....these began about a week ago. It is happening multiple times per day. Each time I have to pull the power plug and restart, which sometimes results in just a red light and then I have to unplug all over again. The lockups are usually hard freezes where nothing moves on screen, but occasionally are the spinning circle that lasts forever with nothing moving.

I have emailed Sage support twice and have not received a response back. I just left a message on their main office number too. Does anyone have any suggestions???

[Brent]

Originally Posted by rpo

I have emailed Sage support twice and have not received a response back. I just left a message on their main office number too. Does anyone have any suggestions???

1. The HD300 gets hot. But it shouldn't affect performance. I have 2 of them one in a very tight space with little ventilation and it works great. The other gets more ventilation and also works great.
2. Check your spam. You submitted a trouble ticket not an e-mail right?
3. Are you using this as a media player or extender?

[rpo]

Originally Posted by Brent

1. The HD300 gets hot. But it shouldn't affect performance. I have 2 of them one in a very tight space with little ventilation and it works great. The other gets more ventilation and also works great.
2. Check your spam. You submitted a trouble ticket not an e-mail right?
3. Are you using this as a media player or extender?

1. Mine is in an open space (sitting on a table, completely open air). I would estimate the temperature is reach the mid-100's. I can feel that the heat is extending about one foot down the HDMI cable.

2. I sent an email as per their support page to their support email address. I do not see anything about submitting a support ticket anywhere on the website.

3. Extender.

[DigitalMan]

Originally Posted by rpo

1. Mine is in an open space (sitting on a table, completely open air). I would estimate the temperature is reach the mid-100's. I can feel that the heat is extending about one foot down the HDMI cable.

2. I sent an email as per their support page to their support email address. I do not see anything about submitting a support ticket anywhere on the website.

3. Extender.

http://www.sagetv.com/bugs.html

[rpo]

Originally Posted by DigitalMan

http://www.sagetv.com/bugs.html

That page clearly says they will not respond. That is not exactly the type of customer service I want when their product is not working at all.

[Opus4]

Originally Posted by rpo

That page clearly says they will not respond. That is not exactly the type of customer service I want when their product is not working at all.

You are selectively reading that page. It actually says the following, with the text you skipped shown in bold:

Please note that we will not be responding to the information on this form unless we need additional information. For general Technical Support please use our Support Request form.

But, you should be submitting a support request for severe overheating issues.

And, I think someone above mentioned that you should check your spam folders because it is often the case that SageTV has already responded, but the email is hidden from view in a spam folder somewhere. If there is no such email in your spam folders, then use the support request form instead of sending an email for the initial contact.

The main forum page has links to both the support request and bug submission forms, btw.

- Andy

[rpo]

I just submitted another support request. If someone from Sage is reading this, I need help ASAP.

My HD300 is no longer turning on as of an hour ago, so I cannot even continue troubleshooting myself. (It is still hell bent on heating my entire home though).

[Lucas]

Have you installed the latest couple firmwares?

I noticed the same yesterday and today after upgrading to the latest beta firmwares.

The only way to recover is to do a configuration reset as per manual.

ie. take the power out, press the "back" button on the remote the plug in the power plug.

With the screen that comes choose to reload the firmware from the internet.

I am submitting a bug report.

[rpo]

I did install the latest firmware, but it did not change anything that I can see. It was barely working before and after, and now will not turn on anymore.

[sic0048]

Have you tried a configuration reset as suggested in the post above your last post? If the firmware messed something back up, then this will help getting it running again. If it is a hardware issue, then that is a different story, and Sage will hopefully respond to your support request soon.