Got my board today and updated directly to 5.01.
Piece recognition is completely broken. With Board Editor I get the message too many white or black kings even the board is empty.
Tried a few resets but no luck.
Guess it’s DoA?
Same here, ChessUp 2 arrived today and recognizes no pieces (Firmware Update 5.01, Reset, Reboot, Recalibration…All done) Very dissappointing…
Any other ideas what to try?
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Sorry - customer service will follow up now and get that resolved.
@Jeff is there any reason you hide this topic?
It’s always make a bad impression if someone with problems get hided
It’s sad enough to get a faulty board
The forum is meant for discussing features, feedback, etc.
It is not intended to be customer support for replacement units and such - mainly because there is not an organized flow and ticketing system. Hiding it unlists the thread, but the participants still see it. So we can support the posters in the thread.
And yes I understand receiving a faulty board is very disappointing. We always resolve that situation as fast and convenient for the customer as we can.
I get your point. I just think that information about how reliable a product is a very important information for the community as well and can make buying decisions.
Maybe its just a coincidence that there is already 2 which had the same problem at the same day and we are just extremely unlucky. if there is a production charge which is faulty i think it should be handled transparent for all.
Especially if there are quick and good solution for the customers and everything get fast handled and fixed its very good to know as well for all.
Im sure you understand my frustration. I was looking forward to start with chessup to make a nice present for my wife as well and sth like this is not a good start.
Yes I completely understand - very sorry again - we realize receiving a faulty unit is incredibly disappointing and especially when it is a gift. Customer service will make sure to make it right.
The failure rate is quite low, and I wish we had zero people we let down, but it with the high volume of units (50,000 and counting), we still have a few faulty units. Again, sorry you received a bad unit. We do everything we can from here to make it right and quick and convenient. I hope the replacement unit brings back the good experience and joy with the product.