CS2085172: Error DLP3010EVM-LC

SILVIA QUINONES CARDENAS

Other Parts Discussed in Thread: DLP3010EVM-LC, DLPC3478

Dear Ti.

Regarding case: CS2085172, we were diagnosed via email that the DMD is not working on the device.

They help me know what else they require from us so that they can please authorize the return, exchange or warranty process for this equipment.

Thank you.

8 months ago

0 Mayank Khandelwal 8 months ago

TI__Genius 9971 points

Hello Silvia,

Can you please give us more information about what is CS2085172?

Regards,

Mayank

+1 TI-CSC 7 months ago in reply to Mayank Khandelwal

TI__Genius 10160 points

Hello Mayank,

Good day.

Please disregard CS2085172. It is the case number currently on my bucket. Below is the complete detail of the inquiry.

"I have a DLP3010EVM-LC, and start using it with the DLP EVM GUI application and noticced a few times there was a cominication error. I went to update the firmware of the device from https://software-dl.ti.com/dlp/pico-fw-selector/ , using the option from my device (DLPC3478 Firmware v9.0.1). Using this last version, I use the device to test patern generation and the default script, and some times I still have some error in comunication when I did the get info command on the software. I use the dive one with the HDMI imput, and after a 30 min the pc went to standby and the device turn off the lamp and didnt turn back on, untill i did a power cicle after 1 hr

After that power cycle, the device was working again, and the second time I had an extended period of time using the HDMI port of the device, and the PC went to stand by again, the lamp on the device was not turning on. After a power cycle overnight, I couldnt get the lamp to stay on.

After a the module is rebooted, and the switch for the proyector is turned on, the lamp works for les than a second, and I can see the RESETZ status led on the device to blink once , and then the lamp goes off. Also noticed that the software DLP EVN GUI shows the ENV: STATUS: connected, Powered off. even the status is on.

As a summary:

Got the EVM new, and used it for a few days only with the DLP EVM GUI software testing the different operation modes, and the scrits on the software.

Updated the firmware as I observed some communication errors. I used the firmware from https://software-dl.ti.com/dlp/pico-fw-selector/ , using the option from my device (DLPC3478 Firmware v9.0.1).

Once I used the device from about 1hr and the PC went to stand by, and the lamp on the EVM went off, and cant get it to switch back on, until a power cycle overnight.

Then the EVM was switched on, and back to operation but just for a fraction of a second, and at the moment the ligth goes off, the led D2 RESETZ blinks.

I contacted support, and after several emails, the solution was to istall the firmware from the EVM product page

After that, the module are working again, however, now there is a lot of mirrors not working (picture attached).

Support indicated that a power cycle should fix it, and if not the DMD had been damaged.

After 2 power cycles the image was worst (second picture).

I shown a third image, with the default splash image from the EVM, which seems to match some of the dead pixels in the location where the re is the brightest setting on the image."

If the DMD is indeed damaged, can Silvia request your approval for RMA?

Kind Regards,

Jonard

0 Mayank Khandelwal 7 months ago in reply to TI-CSC

TI__Genius 9971 points

Hello Jonard,

Thanks for the detailed explanation. It seems like the DMD is permanently damaged due to block boundary failure because of improper flex connection. If the warranty window is still active, please proceed with the RMA request and treat this ticket as an approval for it.

Regards,

Mayank

0 SILVIA QUINONES CARDENAS 7 months ago in reply to Mayank Khandelwal

Prodigy 10 points

After I received this response I sent an email to: support@ti.com, but no one has given me a response and I want to know what the process is like to perform the RMA.
The equipment is located in Guanajuato-Mexico and was purchased from Mouser Electronics.
Can you help me?

0 Maximus Rusi 7 months ago in reply to SILVIA QUINONES CARDENAS

TI__Expert 5085 points

Hello,

Please allow us some time to look into this and get back to you.

Best,

Maximus

0 SILVIA QUINONES CARDENAS 7 months ago in reply to Maximus Rusi

Prodigy 10 points

Dear Maximus:

Any news about my case, I really need to validate the warranty on this equipment and the days go by and no one gives me a specific solution.

I'm waiting.

Thank you.

SILVIA QUIÑONES.

0 Maximus Rusi 7 months ago in reply to SILVIA QUINONES CARDENAS

TI__Expert 5085 points

Hello Silvia,

Please see our Customer Returns page. You will need to go through Mouser for the RMA process as it was purchased from them. This thread can serve as an RMA approval.

Best,

Maximus

0 SILVIA QUINONES CARDENAS 7 months ago in reply to Maximus Rusi

Prodigy 10 points

Maximus Rusi said:
Hello Silvia,

Please see our Customer Returns page. You will need to go through Mouser for the RMA process as it was purchased from them. This thread can serve as an RMA approval.

Best,

0 SILVIA QUINONES CARDENAS 7 months ago in reply to SILVIA QUINONES CARDENAS

Prodigy 10 points

Hello Maximus,

I contacted Mouser Electronics to request the:
Distributor Tracking# / SCAR# to be able to finish filling out the "return request"

However they tell me:

Do you have a copy of the email where TI said they would approve the RMA but you had to go through us? Make sure the TI persons contact information is listed and if they provided some sort of return/case number.
My contact at this moment is:
Millie Richard, Mouser Customer Service.
distributor@mouser.com

How can I do so that we are all on the same topic and I can proceed with the RMA.

Thank you

0 Maximus Rusi 7 months ago in reply to SILVIA QUINONES CARDENAS

TI__Expert 5085 points

Hello Silvia,

Please use a screenshot of this thread or link which should be sufficient.

Thanks,

Maximus

0 SILVIA QUINONES CARDENAS 7 months ago in reply to Maximus Rusi

Prodigy 10 points

Hello Maximus;

I continue with this topic and Mouser Electronics asks me for your email contacts and phone number to know that Texas Instruments is really agreeing to attend the RMA.

I leave you his comments as is:
Hello Silvia,

If I'm correct by the below communication you spoke with Maximus at TI? What was his contact information. I don't see his email or a phone number. I have reopened this case and will work on it but I do need the contact information to whom you corresponded with at TI and confirm they will except a return. If you have the original email from TI you can attach it to this email. TI contact person my need a refresher to remember.



Can you please help me.

Thank you.

0 Maximus Rusi 7 months ago in reply to SILVIA QUINONES CARDENAS

TI__Expert 5085 points

Hi Silvia,

Please ask Mouser to contact their local Texas Instruments customer support center.

Best,

Maximus

0 SILVIA QUINONES CARDENAS 7 months ago in reply to Maximus Rusi

Prodigy 10 points

Maximus;

Could you give me more specific information to give to Mouser, such as your email, contact number, case number?

Thank you

0 Vivek Thakur 7 months ago in reply to SILVIA QUINONES CARDENAS

TI__Mastermind 23040 points

Hello Silvia,

We are a team of engineers providing technical assisting our customer develop products on TI's chipset. In cases like yours, if we cannot help resolve issue and I EVM is still in warranty, we advise our customer to go for RMA. We do not handle or manage RMA.

Any case number or RMA authorization has to be issued by selling organization (in this case Mouser). You can provide link to this thread to Mouser representative for reference. If needed, Mouser representative can contact "Texas Instruments Customer support center" for guidance.

Thank you for your understanding.

Regards,

Vivek

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CS2085172: Error DLP3010EVM-LC