Cannot initiate B3 after purchase

[niesen]

Hi

Since the Excito support people have been worse than hopeless, this is a last ditch effort, before I give up and send back my brand new B3.

I connect it to the computer via a network cable and boot it up. Everything is as it should be. The computer detects its presence, but cannot establish a network connection, meaning I cannot even get as far as the setup wizard. I have tried this with two different computers, one Windows 7, the other Linux Mint - and with two different network cables. I have attached them to the LAN socket. (and have tried the WLAN socket too, just for the hell of it, but with identical results)

I asked Support for some troubleshooting advice. After two requests they answered after a week essentially to say my B3 did not sound well and asked if it booted up properly. I replied that it does, asking for further advice. That was four days ago and I am still waiting.

I would be really grateful if there were someone here who could give me some pointers as to what I should be doing, or if this is a send-back job.

Kind regards
Niesen

[johannes]

Niesen, apologies for teh poor support speed. I don't see any open tickets from you now so I assume this is solved? If not get back.

[niesen]

Please check the e-mail, "Re: [Excito Support #5662] Please follow up case #5626 - Thank you!", sent 15:47 (CET) on 05/03/2012, sent as a response to your question.

In it, I state:

"Thank you for your kind reply. Yes. The B3 boots perfectly, first the mixes light then the blue after about 30 seconds. I bought the machine new from digitec.ch in Switzerland. Would it be sensible to reinstall the OS, or is there anything else I should be doing? I will act only on your advice."

I wouldn't have posted here if it were solved.

[Ubi]

from what data do you conclude that 'the computer detects its presence'?

[johannes]

I think a re-install is the first thing to try. Have responded to the support ticket as well.

[niesen]

Johannes

Yes. You recommended that I reinstall the OS via USB. I have now done this and the machine responds as it should. It was thus a software problem, and nothing to do with the hardware.

I therefore conclude that the problem is solved.

My warm thanks to you for the support and everyone else here.