Hires (M0026) Issue

[Vinny]

@gauravshukla914
Hi Gaurav,
I've asked our Product Manager to reach out to offer a free replacement M0036 cable.
Should you continue to have issues after receipt of the replacement cable, we might need to investigate further on the Voxl side.
Hope this helps!
Thanks!

[A Former User]

Hey @gauravshukla914 thank you for your patience, I am a Product Manager at ModalAI. We wanted to let you know that we have sent a replacement cable that should arrive in the next day or two.

Thank you,
ModalAI

[gauravshukla914]

Hi @modalab I received one more email with product has been cancelled notice. Is the replacement cancelled?

[gauravshukla914]

Hi @Vinny @modalab curious to know whats the update on here. Is a cable sent out already?

[gauravshukla914]

Hi @Vinny , the problem still exists even after trying with a new cable.

[A Former User]

Hey @Gaurav-Shukla we are sending out a replacement cable. Theres was a mixup internally and your order got cancelled. Would you please ship us the cable that is having issues via our RMA process. Your RMA number will be the order number for the invoice you receive. Please let us know when you receive and test the replacement.

Thank you,
ModalAI

[gauravshukla914]

Hi @modalab Thanks for your message. I have received one new cable from my previous communication with ModalAI (Since I had ordered 2 cables at the first place). At this point, I'm kinda convinced its not a cable issue. I have replaced cable thrice now, but it's still the same issue. What's even more weird is that, I have a “VOXL only” board with me that I sometimes use if for debugging purposes, and it's working great with this board. I’m able to get the data and also see image stream on rqt. So, this confirms that the cable is not faulty. I also compared the system images of the Voxl flight deck and just the voxl board and they are the same as well i.e 3.3.0. We also have an offshore team working in India who are using same setup (VOXL flight deck + extension cable + M0026 sensor ).

I feel this requires deeper investigation on the voxl side of my board as mentioned by @Vinny . As a matter of fact, even the voxl flight deck that I have is a new one. I'd like to have screen share session and look at this issue together and hopefully we might find a solution there. I already sent an email yesterday regarding the same.

[A Former User]

Hey @gauravshukla914 will you please send in the VOXL Flight deck via our RMA Process and we will provide a report on our findings.

Thank you,
ModalAI

[gauravshukla914]

@modalab Okay, but I'm a bit confused here. The Voxl flight deck plus the extension cable plus the hires sensor (M0026) is all new(less than 3 months old). So in the RMA process, do I just need to complete the form and email it and just send the product right? without adding the diagnostic fee in the cart.

[Vinny]

@gauravshukla914 Hi Gaurav, sorry for your troubles on this.
It is entirely possible that even new products get damaged, especially by an ESD event.
We'll work with you to investigate and help resolve this.
Thanks for working with @modalab to send this back, and I'm sure I'll be one of the ones reviewing the physical hardware so we can report back as soon as we conclude anything.
Thanks!

[gauravshukla914]

Thanks @Vinny for your response. But do we have to pay the 100$ amount for diagnostic? Since this is under a 3 month product, I believe I just need to fill up the RMA document and just send the board back, right?

[gauravshukla914]

Hi @Vinny @modalab could you confirm this RMA process would be without any cost? Please confirm so that I can begin this immediately.

[modaltb]

Please see email thread in progress, if possible let's use one channel for communications.