SG intermittently locks after boot

Discussion in 'SG9665GC' started by njtechteen, Jul 16, 2017.

  1. njtechteen

    njtechteen New Member

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    My sister gave me her SG to try and fix. Intermittently, after power-on the unit will lock up. The unit will not respond to any key presses (although the unit will turn off if the power button is held), it will not record, and while the camera stays active, it appears the iris becomes unresponsive as while the image on the screen will change, the white balance is stuck and does not change, washing out most of the image (see attached). The time on the unit does not change as well when this issue occurs. I have tried multiple sd cards, and have upgraded the firmware (last version I put on there was SG20161216.V1). There isn’t anything I can do to ‘force’ it to have the issue, it seems to just come and go. When it does occur, it seems like it occurs repeatedly until the unit is left sitting unplugged for a few hours. It does it whether the unit is hot or cold. Is there anything I can do?
     

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  2. Street Guardian USA

    Street Guardian USA Well-Known Member Retailer

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    Is this from 2014/2015? (GC V1 I see) What's the serial number off the back? Did you reset settings to factory default after the firmware update? Can you try a different power supply? (which one are you using now?)
    Could be some one off defect. (don't recall seeing this one before)
     
  3. njtechteen

    njtechteen New Member

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    Yes, it was purchased August 2015 from Amazon (Pier28). SN SGGC15300046. I believe I reset the settings to factory after the update, I will try that. I've tried different power supplies with no change. My sister was using the adapter that came with the camera, I tried both that one and a USB hub.
     
  4. jokiin

    jokiin Well-Known Member Manufacturer

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    Too many ¯\_(ツ)_/¯
    I'll need you to try a different firmware which I don't have with me right now, if it still has a problem we'll work out some warranty/upgrade options for you, just might need a few days to sort things out
     
  5. njtechteen

    njtechteen New Member

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    Awesome, thank you very much!
     
  6. jokiin

    jokiin Well-Known Member Manufacturer

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    no problem, can you open a support ticket on our website so I have all your details and we can follow up with you https://streetguardian.info/support
     
    Gabacho likes this.
  7. Gabacho

    Gabacho Well-Known Member

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    I like that support system on your website. Not from experience, just an observation.
     
  8. jokiin

    jokiin Well-Known Member Manufacturer

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    We're looking at updating it but have just had more important things to do before we can get to it, current version works but has some limitations which we'd like to address
     
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  9. Gabacho

    Gabacho Well-Known Member

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    Nice approach as a customer feels more involved in the process.
     
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  10. njtechteen

    njtechteen New Member

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    Ticket # 666265

    Thanks for all your help!
     
    jokiin likes this.
  11. jokiin

    jokiin Well-Known Member Manufacturer

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    just replied to that ticket a minute ago, will have some further follow up with you tomorrow
     
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