[Fixed] SDM3055 - stay at boot screen - Page 1
Forum section: electronics / testgear

author: wojtek_p
author_rank: Contributor
timestamp: July 03, 2016, 07:32:13 am
content: Hello all!SDM3055 - how to fix the bug which will cause the instrument stay at boot screen?I already know I should upload the new firmware but how to do it when I have only a screen with the boot logo ?Wojtek

author: Muttley Snickers
author_rank: Unknown
timestamp: July 03, 2016, 08:22:02 am
content: You might want to have a read of the thread linked below, otherwise one of our most valued and helpful memberstautechis a Siglent distributor and may be able to assist you further, Siglent themselves are also members here.https://www.eevblog.com/forum/testgear/yet-another-siglent-sdm3055-failure-(/

author: wojtek_p
author_rank: Contributor
timestamp: July 03, 2016, 08:58:24 am
content: Thank you, I have read this post already but I still do not know how I can make the upload firmware when I have permanently splash screen?

author: tautech
author_rank: Super Contributor
timestamp: July 03, 2016, 09:59:34 am
content: Quote from: wojtek_p on July 03, 2016, 08:58:24 amDoesn't this stuff always happen on a weekend.I've refreshed my memory looking at the other threads and it seems you do have to return it to your supplier, sorry wojtek_p.This problem is quite old now and it's very disappointing your supplier shipped this unit to you without updating the firmware.For that they get a bigIt will be under warranty as these units haven't been in the market for the 3 year warranty period that Siglent provide.Insist your supplier replace it with a unit with the latest firmware: 16R2http://www.siglentamerica.com/USA_website_2014/Firmware&Software/firmware/SDM01.16R2.rarIf there's any problems contact Siglent in Hamburg directly.http://www.siglenteu.com/lxwms.aspx?id=1110Please update us on the outcome.BTWThe Siglent Hamburg manager is now aware of your problem and Tech support from the factory will contact you in the next few days.

author: wojtek_p
author_rank: Contributor
timestamp: July 03, 2016, 10:30:22 am
content: I thought I could do it myself.I still have warranty on my SDM3055, I will send if so to my supplier.

author: tautech
author_rank: Super Contributor
timestamp: July 03, 2016, 10:38:05 am
content: Quote from: wojtek_p on July 03, 2016, 10:30:22 amI'm not sure you can do the fix so wait for Jexy from tech support to contact you for best advice and he'll probably do that tomorrow when it will be Monday at the factory. It might be earlier than the time now as it will be nearly the end of the Monday in Shenzhen in 24 hrs.

author: wojtek_p
author_rank: Contributor
timestamp: July 04, 2016, 05:20:10 am
content: Thanks, Jexy an already contacted with me.

author: wojtek_p
author_rank: Contributor
timestamp: August 03, 2016, 04:50:00 am
content: I received after repair my SDM3055 but it has a different serial number SDM305C3140046 (older than it was). I sent SDM3055 with serial number SDM305C4140132. This is strange. I think I received a multimeter older than I bought and it is not covered by the warranty. Even stranger is the firmware is now 1.01.01.08R1 (!), And the HW ID is 02-00-00-11-00.It all lasted one month and so I really feel like I got older multimeter than I bought and I do not know if I can do the firmware update. Multimeter still has warranty, I bought it in February 2015

author: tautech
author_rank: Super Contributor
timestamp: August 03, 2016, 06:12:44 am
content: Quote from: wojtek_p on August 03, 2016, 04:50:00 amIt may be older, the SN code indicates it was made in the previous batch but despite this it should be still considered a new unit.Check with your supplier that the warranty is still for the same 3 years.You must update the FW immediately, do not use it until it has beenand here is the link:http://www.siglentamerica.com/USA_website_2014/Firmware&Software/firmware/SDM01.16R2.rarAfter unpacking the RAR file read the detailed instructions in the PDF as there are a few steps to update from the early FW.It is very disappointing your supplier did not update the unit for you and for this I give them a BIG FAIL.Are they close to you, if so return it and insist they update it for you.

author: wojtek_p
author_rank: Contributor
timestamp: August 03, 2016, 06:51:21 am
content: Quote from: tautech on August 03, 2016, 06:12:44 amMy supplier immediately sent to the service of Siglent to Hamburg and It is very disappointing that service of Siglent did not update the unit.

author: tautech
author_rank: Super Contributor
timestamp: August 03, 2016, 07:57:13 am
content: Quote from: wojtek_p on August 03, 2016, 06:51:21 amJexy from Siglent will contact you again to help.

author: wojtek_p
author_rank: Contributor
timestamp: October 31, 2016, 09:42:21 am
content: I am already tired of the Siglent serviceI must admit that I am really disappointed with the quality of the Siglent service.I would like to summarize how I have struggled to get my SDM3055 device fixe:I bought the SDM3055 multimeter (serial no.SDM305C4140132) in Tomtronix company (www.tomtronix.pl), based in Poland, in February 2015.The first problem I observed was about the device not booting up correctly – it was stopping on a startup screen and not loading any further. I contacted the Siglent company representative, and he suggested that the digital boards and the analog board should be replaced. The device was sent to the Siglent service, based in Hamburg, by the Tomtronix company on July 4th, 2016.The device was delivered back to me on August 2nd. However, I did not receive my device, but another one with an older serial numberSDM305C3140046. You can see that in the pictures: "sdm3055_back.jpg" and "sdm3055_systeminfo_1.jpg"As you can see not only was the serial number different, but also the installed firmware was older. I received an older device! I complained about that fact to the Tomtronix company, but their only suggestion was to keep the device and use it. I contacted Jexy again and he suggested to send the device again to Hamburg and assured me that my device would be fixed in a proper way this time. This is what I did on August 8th.I kept asking questions about my device status (September 26 and October 7) as the device was still being fixed in Hamburg. Eventually, I received my device back on October 12. However, it was not fixed!1. I noticed that the firmware was upgraded since the display layout was different that the original.2. The device was not operational since none of the front panel buttons, except the „on/off” one, really worked.I contacted the service again and they let me open the device to see if there are any not connected cables inside. They were all in their places, except the ground cable (safety!) which was not connected at all. Definitely that was not caused by the delivery. You can see that in the pictures: "ground_cable_not_connected.jpg"?Besides, there was a clearly seen bent on a flexible cable connecting front panel with its board. You can see that in the pictures: "fcc_cable_demaged.jpg"I sent all those information and pictures to Siglent service on October 17, 2016.I investigated the flexible cable deeper and observed that it was damaged as in the following pictures: "fcc_board_side_demaged.jpg" and "connector_damaged.jpg"In my opinion those problems could be responsible for malfunctioning of the device. I sent those information on October 18. I did not receive any response by October 20 and decided to fix the cable by myself. I cut it by about 2mm as you can see in this picture "fcc_cut.jpg"Then I mounted the cable inside the device as shown in the picture: "fcc_repair.jpg".The device started to work correctly and I run all tests. You can see that in the pictures: "test_1.jpg", "test_2.jpg", "test_3.jpg".However, I am not satisfied with these as the flexible cable is significantly stretched and may got broken with time and the connector is still damaged and does not ensure a proper mounting.My further investigation showed that the device has got yet another serial number, you can see that in the picture: "sdm3055_systeminfor_2.jpg"So right now the system says about serial numberSDM30CA3160881while the label on the back panel hasSDM305C3140046. What is the serial number of my device then?How the Siglent company can be so unproffesional with its service? It seems to me that the service does not check the basic parameters and functions and safety (!) of the device being repaired. If it did, I would not have received my device in such shape.Due to all of these I do not believe in my device measurements any more.How about my warranty? It was issued to my original serial number, is it still valid for the device I have now? I also expect the warranty to be prolonged since I could not use my device for a long time from July 4 to October 20, 2016.The last email I received from the service siglent was dated 20.10 2016:Quote(sic!)This is what I wrote above is also sent to the Siglent service (24.10.2016).I did not receive any more response by present day.I must admit that I am really disappointed with the quality of the Siglent service.

author: rf-loop
author_rank: Super Contributor
timestamp: October 31, 2016, 10:13:57 am
content: Absolutely this kind of "service" can not accept at all.What I now recommend is that they take one independent person working in Siglent but not with this case and this person do full detailed and careful examination what all is in this sad case.Also I'm surprised why you need contact with Siglent for solve these cases. There is dealer whos job after sales customer care is. If your car or bicycle have problem do you call car factory or bicycle factory or your dealer who need solve and help your problems. Or is seller only parcel forward shipper?Safety ground broken: Fatal Error!This is most important wire inside your equipment. If Safety ground is broken, there need be big red label on the screen, do not use before repair. Who is repair person who leave this open after repair without check it after equipment is repaired and case enclosed. This is fatal class working error with electric.Serial number label and sys info tell that main board have changed but serial label not.When they have changed main board in some service this work quality have been extremely bad. So bad that if I have used this kind of repair service I set this service to Forbidden black list without any question or forgive. This simply must not happend, never.(All bad things, broken connector, damaged cable, not connected safety ground, 99.9% these are nor Siglent Shenzhen factory production line made. )If I have workshop and there is worker who do this work quality he have 5 minutes time to walk out and never come back. Buhh...Edit/Added: Public note to Siglent, who ever responsible peole in Siglent read this: For try rescue reputation, only good solution what I can recommend for Siglent now after this all hassle, is that they immediately call back your equipment by DHL free pic-up from you and send immediately brand new equipment to you and deeply investigate what have hapend in this case and look who is responsible about these mistakes and learn from this case so that this can not happen.But, I'm not Siglent. I can only tell my opinion. We do not need any new "ntcnico".

author: wojtek_p
author_rank: Contributor
timestamp: October 31, 2016, 10:26:23 am
content: Quote from: rf-loop on October 31, 2016, 10:13:57 ambecauseQuoteand I wanted to have functional multimeter.Quote from: rf-loop on October 31, 2016, 10:13:57 amI'm sorry but I do not understand it.

author: rf-loop
author_rank: Super Contributor
timestamp: October 31, 2016, 12:09:57 pm
content: Quote from: wojtek_p on October 31, 2016, 10:26:23 amSad old case where this nicnamed customer buy Siglent equipment and after sales customer care nearly all gone wrong and after then very very badly disappointed customer who remember it perhaps whole his rest life - and we can still see this single man war here. Originally there was many ways how seller and Siglent can solve this situation so that not go to this final sad situation.

author: wojtek_p
author_rank: Contributor
timestamp: October 31, 2016, 12:16:45 pm
content: Oh ok, understand. I do not want any war. I'm just disappointed with the whole situation and the lack of response from the siglent.

author: rf-loop
author_rank: Super Contributor
timestamp: October 31, 2016, 12:56:52 pm
content: Note already sent to Siglent about this.I have "heard" they (Siglent) want contact you asap for find acceptable solution.Something have really gone wrong, perhaps in repair center. All do mistakes but winner is who also learn about mistakes and make corrections where ever mistake(s) have done. Let's hope you and Siglent find good solution for you.

author: wojtek_p
author_rank: Contributor
timestamp: October 31, 2016, 01:07:37 pm
content: Quote from: rf-loop on October 31, 2016, 12:56:52 pmI hope. My email address has not changed.I will be waiting for the information.

author: TheSteve
author_rank: Unknown
timestamp: October 31, 2016, 05:53:03 pm
content: It would be nice if they could simply courier you a brand *new* meter and then supply you with a prepaid return shipment label to return the one you have now.Clearly they have animals handling repairs where ever your original meter went for "service".Every manufacturer can have issues, let's hope Siglent makes this right and it has a happy ending.

author: tautech
author_rank: Super Contributor
timestamp: October 31, 2016, 09:40:15 pm
content: Quote from: rf-loop on October 31, 2016, 12:56:52 pmMe too.@Siglent, please ensure your customer is fully satisfied with their purchase.

author: seabell
author_rank: Contributor
timestamp: November 01, 2016, 02:45:19 am
content: Quote from: tautech on October 31, 2016, 09:40:15 pmThey won't. I didn't even receive an apology. Instead, they behaved as if they were doing me a big favour.Siglent sell tawdry products, and expect their customers to accept their line that "this is normal in the industry".Anyway, now that I understand theirmodus operandiI can at least ensure they never receive another penny from me.

author: wojtek_p
author_rank: Contributor
timestamp: November 01, 2016, 08:22:49 am
content: I think that would be a good final of this case.

author: tautech
author_rank: Super Contributor
timestamp: November 01, 2016, 08:24:07 am
content: Quote from: wojtek_p on November 01, 2016, 08:22:49 amDo not think that way.....there is a solution coming for you......

author: wojtek_p
author_rank: Contributor
timestamp: November 01, 2016, 08:34:58 am
content: Quote from: tautech on November 01, 2016, 08:24:07 amI hope. That's why I wrote that it would be a good final.I'm sorry but my English is not the best and sometimes can write something wrong

author: tautech
author_rank: Super Contributor
timestamp: November 01, 2016, 08:57:45 am
content: Quote from: wojtek_p on November 01, 2016, 08:34:58 amI can relay to you from the SIGLENT HAMBURG manager:we ‘d like to replace the unit with latest FW Of course with no cost to the customer.I will send you PM with contact particulars.

author: wojtek_p
author_rank: Contributor
timestamp: November 01, 2016, 09:01:15 am
content: I received email from EU Sales:Quote

author: wojtek_p
author_rank: Contributor
timestamp: November 08, 2016, 04:51:27 am
content: Siglent has surprised me again, this time in a very positive way. I have just received a brand new multimeter SDM3055 with a valid callibration certificate. I hope the previous negative experience with Siglent service has just been caused by some unfortunate circumstances that should not have happened.I would like to thank the Siglent representative for solving this problem for me.Also thank you to rf-loop and tautech for your support.

author: tautech
author_rank: Super Contributor
timestamp: November 08, 2016, 04:59:38 am
content: Quote from: wojtek_p on November 08, 2016, 04:51:27 amGreat resultNow I hope your new DMM surprises you more.Thanks to Siglent Hamburg for listening.

author: wojtek_p
author_rank: Contributor
timestamp: November 08, 2016, 05:20:58 am
content: I have one more question.In the new multimeter firmware is 1.01.01.16. On the Siglent website current firmware is 1.01.01.16R2 - Is it maybe the same firmware?According to the "SDM3055 Firmware Revise History & Update Instructions" I should install the Vp15R2-to-p16-transition.ADS first.What should I do?

author: tautech
author_rank: Super Contributor
timestamp: November 08, 2016, 05:42:45 am
content: Quote from: wojtek_p on November 08, 2016, 05:20:58 amIn mine (just checked) Utility>System Setup>System Info shows 16R2.I check the websites and my local files too and there is no just 16.It may be a factory version, I do not know.As it seems to be later than 15R2, I do not think you need to use the Transition file but it will do no harm to use it.

author: wojtek_p
author_rank: Contributor
timestamp: November 08, 2016, 05:51:49 am
content: Thanks.I think so too.I do nothing with this now - let it be as it is.

author: tautech
author_rank: Super Contributor
timestamp: November 08, 2016, 06:54:47 am
content: Quote from: wojtek_p on November 08, 2016, 05:51:49 amTo be sure about FW 16 vs 16R2 I have asked Siglent and am waiting for a reply.......