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Sense stuck on booting up?

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Superuser

Sense stuck on booting up?

Hi,

 

It seems that my sense is somehow stuck on booting up.

Yesterday I changed the position of my wan router, so it was shutdown.

Then i noticed that the sense is stuck on rotating the symbols 4 squares - two rows of time symbols, which mean it's booting up?

 

So hard reseted my sense, it showed up the FF and the it is again showing the same symbols again. Cleared my android app's data and tried to repair it and setup it, but the blue button does not work.


Hard reseted the sense again without any lan/wan cables connected but still the same result.

I am really out of ideas on what to do with this now?

Soft reseting doesn't seem to work either.

It also periodically flashes the lan/link lights for few seconds but couldn't time my picture to that moment.

 

Symbols1Symbols1

 

 

Symbols2Symbols2

 

 

It periodically flashes the lan port lights for few secs.It periodically flashes the lan port lights for few secs.

 

 

1 ACCEPTED SOLUTION

Accepted Solutions
Moderator

Re: Sense stuck on booting up?

Hi,

 

Thanks for letting us know.

 

That does not sound normal at all. If it does not recover even after a proper hard reset there's possibly something broken. Please get in touch with our support and they can arrange for a replacement. We would be interested in investigating that unit here in R&D also to see what's going on with it, support should be able to arrange that too.

 

You can reference this community discussion when you call support.

We apologize for the trouble.

 

Best Regards:

Simo / SENSE QA Lead

16 REPLIES
Moderator

Re: Sense stuck on booting up?

Hi,

 

The hard reset process can take several (5+) minutes to finish because it wipes the memory and re-flashes content from the factory partition so it will take a lot more time than soft reset / normal reboot to reach the pulsing squares.

 

Please try the hard reset (keep reset-button pressed during power-on until you see FF) once more and give it enough time. If the boot appears still stuck after 10+ minutes and it will not reach pulsing squares, the unit may have an issue.

 

Best Regards:

Simo / SENSE QA Lead

 

Superuser

Re: Sense stuck on booting up?

Okay, I will try it once again and will give it 60mins to be sure.
Should I have the cables connected or not or does not matter?
Moderator

Re: Sense stuck on booting up?

It _should_ not matter, but you can disconnect all ports just to be on the safe side.

 

If you leave the SENSE router plugged to a working internet connection with a cable it self-updates after a few minutes of a succesfull bootup after resetting it (depending on how fast your internet connection is). 

 

Definitely if it's still not booting properly after 60 minutes after a hard reset (the hard reset shouldn't take that long), the device is somehow defective / broken, but if you come back in an hour and left it connected and see pulsing lights, it's probably working AND up-to date.

 

Br. Simo

Superuser

Re: Sense stuck on booting up?

Ok, thanks for steps and information about hard reset.

 

So performed hard reset once again with only wan cable in the ports and it is now showing pulsing icons. It got to that stage in like 5 minutes.

 

I don't know why it didn't got this far before, only thing different from before is that i left sense unpoweres for like 8 hours after trying to hard reset this morning.

 

After the pulsing icons it went to like zigzag/z squares and rebooted, probably updated itself.

And now after like 25 minutes it is once again at the pulsing 4 squares stage.

 

After that the app pairing worked and I am up and running again.

Moderator

Re: Sense stuck on booting up?

Great news,

Yes, the "zigzag" pattern indeed indicates an update.

 

Br. Simo

 

 

Superuser

Re: Sense stuck on booting up?

So I "tested" what happens when I just unplug a working sense and it goes to bootloop again..


Since there's no graceful shutdown option, I couldn't do that.

 

I really hope this is not the case when it loses powerr the next time since I think I'll have to hard reset again. Maybe the new update will fix this dunno..

 

Edit:

So tried to do a soft reset when by pressing the reset button while Sense was on and it went to FF mode as in hard reset?

Well it bootlooped after it and now i performed hard reset like it should be..

 

Lets see.

 

Edit2:

Still after 3 hard reset tries, it just bootloops.

I'll leave it without power for the night and test in the morning, since last time this was necessary step.

If it still does this in the morning I think I'll rma this for a replacement or refund..

Moderator

Re: Sense stuck on booting up?

Hi,

 

Thanks for letting us know.

 

That does not sound normal at all. If it does not recover even after a proper hard reset there's possibly something broken. Please get in touch with our support and they can arrange for a replacement. We would be interested in investigating that unit here in R&D also to see what's going on with it, support should be able to arrange that too.

 

You can reference this community discussion when you call support.

We apologize for the trouble.

 

Best Regards:

Simo / SENSE QA Lead

Superuser

Re: Sense stuck on booting up?

In the morning the factory reset worked like it should.

It was working fine and it had latest firmware.

So I finally now have the time to test this out since I am on holiday now.

Unplugged the power cord when it was working normally and showed the clock time.

Plugged it back in and it started booting up.

I let it boot up for 15mins, and it was still showing the booting icons like in the pictures I posted earlier to this thread.

So this unit cannot handle a reboot/power off nor it seems to handle factory reset without longer downtime without power.

I'll also give it like 30mins downtime without power and test it if it can boot up just normally after that.

If not or in any case I'll factory reset this and contact the support.

Aspirant

Re: Sense stuck on booting up?

So tested the reseting all that few times still.

But in the end contacted support via chat on monday morning and they will send me a replacement.

 

Edit:

 

And cannot mark this as solution since I had to ask support to delete my f-secure account due phone reset and losing access to two factor authenticator attached to the account. Since there's no other way to remove it.