EE Dualbook Hardware Repair

Red Lopez · 06-24-2011, 01:04 PM

Can anyone direct me towards getting my EE fixed. It doesn't start at all. I bought it six months ago via Amazon.com. Would appreciate any suggestions.

Filark · 06-24-2011, 03:25 PM

You can use the service recommended by enTourage on their home page: http://entourageedge.com/ which is: http://www.supportrix.com/SUPPORTRIX/Main.php?do=_HOME.

Was it working before? When did it stop working? Maybe some of the smart people on this forum can help with a little more information. Supportrix you have to pay for, which seems a shame after only 6 months.

Welcome to MobileRead! Sorry about the circumstances.

paula-t · 06-24-2011, 06:08 PM

If you didn't smash, throw, blast, puncture or fry your EE, just do a very simple thing before sending it to service:

Remove the battery by sliding outwards both stoppers (it will be pushed up a little). Take it out. Then fit the battery again into the slot with a firm pressure until it clicks and it is held fast into place. And try again to start your Edge.

I have had the same issue a couple of times and this solved it. It was a fake malfunctioning, which is one of the most beautiful things next to a perfect functioning.

If this doesn't work, then check your power plug. It may be damaged, and thus your EE ran out of battery and it is not working. Borrow some new power adapter and try it. If this is not the case, then provide more information, please.

Did you brick it? Did you flash the device somehow, rooted it or changed the file structure?

Did it suffer any physical damage? (liquid spilling, falling down, etc.)

Maybe other fellow members can provide more tips.

Good luck!

Filark · 06-24-2011, 07:21 PM

I think (hope!) Paula's onto something!

Another trick Sarah (I think) has suggested in the past is putting the battery in the freezer briefly and then putting it back into your EE.

Let us know how it's going . . . .

Emeralds · 06-24-2011, 09:07 PM

I have a PE that I am considering getting serviced. I've already tried many of the things suggested throughout the forums (I previously posted more details in this forum). My question: I purchased a SquareTrade Warranty when I got my PE from Woot, but they don't cover failure in the first 60 days. Should I try to use the SupporTRIX service Entourage suggests or just go straight to SquareTrade...after 60 days (I purchased the PE about 7 weeks ago and it stopped working about a week ago)?

I'm also open to additional suggestions on how to fix it myself.

Filark · 06-24-2011, 10:17 PM

Hi Emeralds!

If it were me, I'd wait for Square Trade.

But perhaps you don't need them. I know you posted your problem(s) before, but would you mind telling us again exactly what is going wrong and what you've done so far? Also, do you have Ermine or Dingo on your PE?

Even if you decide to ask Square Trade or SupporTrix for help, your description of the problem might help someone else.

Thanks!

Red Lopez · 06-25-2011, 11:51 AM

Thanks for all your replies. I no longer feel lost and lonely. Good news. My EE miraculously turned on, and I believe it happened after I took the battery out and put it back in without the charger being connected. So far it seems to be working normally. I'll report if it happens again.

I want to clarify that the Entourage Edge recommended support site does not help with hardware problems. If it doesn't turn on, they said, they can't help.

Of course, I first tried calling the EE support line which did not connect me after numerous tries. I've no doubt most of you know this. It would be nice to know what their position is on honoring their one year warranties since I have less than seven months owning it.

However, I would still like to know if there is a reputable service company that can repair Dualbooks for hardware problems.

Thanks again.

obsessed2 · 06-25-2011, 02:07 PM

Quote:

Originally Posted by Emeralds

I have a PE that I am considering getting serviced. I've already tried many of the things suggested throughout the forums (I previously posted more details in this forum). My question: I purchased a SquareTrade Warranty when I got my PE from Woot, but they don't cover failure in the first 60 days. Should I try to use the SupporTRIX service Entourage suggests or just go straight to SquareTrade...after 60 days (I purchased the PE about 7 weeks ago and it stopped working about a week ago)?

I'm also open to additional suggestions on how to fix it myself.

Is the PE you bought from Woot refurbished? If it is new it is covered from day one. Straight from their website:

For New Items: Coverage lasts 2-5 years as indicated at the time that you purchase your warranty. This coverage starts on the date of purchase of the covered item.

http://www.squaretrade.com/pages/lea...warranty-buyer

Filark · 06-25-2011, 04:33 PM

Very happy you got your eDGe back, Red!

Emeralds · 06-26-2011, 02:04 AM

When I tried to turn my PE on, it brought up the initializing screens. It's gotten to the third white dot on the tablet side and just sits there. I've tried the reset button and forcing the update on it (I'd already updated to Ermine before all this started and had no problems for several weeks). When I finally got to the "Updating Software" screen, it got stuck for 30+ minutes. After hitting reset again to get out of that (holding the power switch had no effect), I tried a second time with that flash drive (the first flash drive was apparently not recognized) and it moved past the "Updating Software" screen...only to get stuck back at three dots like the problem I started with. Help!

I don't know if it is relevant, but before I got stuck here with my PE, I usually had to turn it off by holding the power switch because it froze. The cause of the freeze was inconsistent. I had no problem starting it back up after any of those forced power downs. After turning it off "properly" (hold down rotate and select power down), it would not power back up, I just got stuck at those three dots.

Any ideas? I had just started to rely on this little device when it pulled this stunt.

I have seen a few instances across the boards where taking the same action about 42 times yields a different result the last time, but I don't have time to force the update within the boot process 42 times.

Obsessed, although it was new from Woot, my service agreement with SquareTrade states that there are a few notable exclusions, including "Product failures within the first 60 days: We don't cover items that are dead on arrival or that fail within the first 60 days." This appears to be true even though my coverage starts on the day I purchased it.

Let me know if there's any more info I can provide to get more ideas. I certainly don't want to get in my own way.

Red Lopez · 06-30-2011, 03:35 PM

Quote:

Originally Posted by Filark

Very happy you got your eDGe back, Red!

Filark

Pudnhead · 07-03-2011, 04:04 AM

Is the battery in the middle? What are the "stoppers?" Right now I have niether a desire nor a need to open mine, but I can see one of the other happening some day.

Never mind. I just realized you guys are talking about the big one, not the Pocket.
Sorry.

06-24-2011, 01:04 PM	#1
Red Lopez Junior Member Posts: 3 Karma: 10 Join Date: Jun 2011 Device: Entourage Edge Dualbook	EE Dualbook Hardware Repair Can anyone direct me towards getting my EE fixed. It doesn't start at all. I bought it six months ago via Amazon.com. Would appreciate any suggestions.

06-24-2011, 06:08 PM	#3
paula-t Member Posts: 21 Karma: 14 Join Date: Mar 2011 Device: Entourage Edge	Let's try a few things before major surgery... If you didn't smash, throw, blast, puncture or fry your EE, just do a very simple thing before sending it to service: Remove the battery by sliding outwards both stoppers (it will be pushed up a little). Take it out. Then fit the battery again into the slot with a firm pressure until it clicks and it is held fast into place. And try again to start your Edge. I have had the same issue a couple of times and this solved it. It was a fake malfunctioning, which is one of the most beautiful things next to a perfect functioning. If this doesn't work, then check your power plug. It may be damaged, and thus your EE ran out of battery and it is not working. Borrow some new power adapter and try it. If this is not the case, then provide more information, please. Did you brick it? Did you flash the device somehow, rooted it or changed the file structure? Did it suffer any physical damage? (liquid spilling, falling down, etc.) Maybe other fellow members can provide more tips. Good luck!

06-25-2011, 11:51 AM	#7
Red Lopez Junior Member Posts: 3 Karma: 10 Join Date: Jun 2011 Device: Entourage Edge Dualbook	Update to my EE Hardware Help Query Thanks for all your replies. I no longer feel lost and lonely. Good news. My EE miraculously turned on, and I believe it happened after I took the battery out and put it back in without the charger being connected. So far it seems to be working normally. I'll report if it happens again. I want to clarify that the Entourage Edge recommended support site does not help with hardware problems. If it doesn't turn on, they said, they can't help. Of course, I first tried calling the EE support line which did not connect me after numerous tries. I've no doubt most of you know this. It would be nice to know what their position is on honoring their one year warranties since I have less than seven months owning it. However, I would still like to know if there is a reputable service company that can repair Dualbooks for hardware problems. Thanks again.

07-03-2011, 04:04 AM	#12
Pudnhead Junior Member Posts: 5 Karma: 10 Join Date: Jun 2011 Device: Entourage Pocket Edge	Is the battery in the middle? What are the "stoppers?" Right now I have niether a desire nor a need to open mine, but I can see one of the other happening some day. Never mind. I just realized you guys are talking about the big one, not the Pocket. Sorry. Last edited by Pudnhead; 07-06-2011 at 03:15 AM.

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06-24-2011, 03:25 PM	#2
Filark Armed with a smile :) Posts: 1,421 Karma: 2463560 Join Date: Sep 2009 Location: California, USA Device: enTourage eDGe & Pocket eDGe, Samsung Galaxy Note II	You can use the service recommended by enTourage on their home page: http://entourageedge.com/ which is: http://www.supportrix.com/SUPPORTRIX/Main.php?do=_HOME. Was it working before? When did it stop working? Maybe some of the smart people on this forum can help with a little more information. Supportrix you have to pay for, which seems a shame after only 6 months. Welcome to MobileRead! Sorry about the circumstances.

06-24-2011, 07:21 PM	#4
Filark Armed with a smile :) Posts: 1,421 Karma: 2463560 Join Date: Sep 2009 Location: California, USA Device: enTourage eDGe & Pocket eDGe, Samsung Galaxy Note II	I think (hope!) Paula's onto something! Another trick Sarah (I think) has suggested in the past is putting the battery in the freezer briefly and then putting it back into your EE. Let us know how it's going . . . .

06-24-2011, 09:07 PM	#5
Emeralds Junior Member Posts: 8 Karma: 10 Join Date: Jun 2011 Location: USA Device: Entourage Pocket eDGe	I have a PE that I am considering getting serviced. I've already tried many of the things suggested throughout the forums (I previously posted more details in this forum). My question: I purchased a SquareTrade Warranty when I got my PE from Woot, but they don't cover failure in the first 60 days. Should I try to use the SupporTRIX service Entourage suggests or just go straight to SquareTrade...after 60 days (I purchased the PE about 7 weeks ago and it stopped working about a week ago)? I'm also open to additional suggestions on how to fix it myself.

06-24-2011, 10:17 PM	#6
Filark Armed with a smile :) Posts: 1,421 Karma: 2463560 Join Date: Sep 2009 Location: California, USA Device: enTourage eDGe & Pocket eDGe, Samsung Galaxy Note II	Hi Emeralds! If it were me, I'd wait for Square Trade. But perhaps you don't need them. I know you posted your problem(s) before, but would you mind telling us again exactly what is going wrong and what you've done so far? Also, do you have Ermine or Dingo on your PE? Even if you decide to ask Square Trade or SupporTrix for help, your description of the problem might help someone else. Thanks!

06-25-2011, 04:33 PM	#9
Filark Armed with a smile :) Posts: 1,421 Karma: 2463560 Join Date: Sep 2009 Location: California, USA Device: enTourage eDGe & Pocket eDGe, Samsung Galaxy Note II	Very happy you got your eDGe back, Red!

06-26-2011, 02:04 AM	#10
Emeralds Junior Member Posts: 8 Karma: 10 Join Date: Jun 2011 Location: USA Device: Entourage Pocket eDGe	When I tried to turn my PE on, it brought up the initializing screens. It's gotten to the third white dot on the tablet side and just sits there. I've tried the reset button and forcing the update on it (I'd already updated to Ermine before all this started and had no problems for several weeks). When I finally got to the "Updating Software" screen, it got stuck for 30+ minutes. After hitting reset again to get out of that (holding the power switch had no effect), I tried a second time with that flash drive (the first flash drive was apparently not recognized) and it moved past the "Updating Software" screen...only to get stuck back at three dots like the problem I started with. Help! I don't know if it is relevant, but before I got stuck here with my PE, I usually had to turn it off by holding the power switch because it froze. The cause of the freeze was inconsistent. I had no problem starting it back up after any of those forced power downs. After turning it off "properly" (hold down rotate and select power down), it would not power back up, I just got stuck at those three dots. Any ideas? I had just started to rely on this little device when it pulled this stunt. I have seen a few instances across the boards where taking the same action about 42 times yields a different result the last time, but I don't have time to force the update within the boot process 42 times. Obsessed, although it was new from Woot, my service agreement with SquareTrade states that there are a few notable exclusions, including "Product failures within the first 60 days: We don't cover items that are dead on arrival or that fail within the first 60 days." This appears to be true even though my coverage starts on the day I purchased it. Let me know if there's any more info I can provide to get more ideas. I certainly don't want to get in my own way.