wincan

Support reached out 2 days after I emailed them.  They requested my original invoice.

Upon me providing it to them, they indicated that my box is not under support and that

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"Unfortunately, we do not give out any recovery files. We can take your box in for repair if you'd like. "

The cost to repair the box is apparently entirely on me, which is very concerning as this box became defective upon me installing an update that they made available via push. 

And not just to ship it to them:
 

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In the event that it cannot be repaired, we cannot replace it for another one since you are out of warranty.

The shipment of the box must be paid by the customer as well. This means both shipping to and from us.

 

I'm not sure how to proceed at this point, but I've had a non functional X5 AI box for a nearly a week now.

Has anyone else experienced this?

2 minutes ago, dishuser said:

give it another try

about 2 years ago I had to try twice and it took almost 20 minutes

Thank you for this.   I will follow up on how it works out.  I hope to hear back from the support group tomorrow.

Yes, I noticed it came on immediately as soon as power was applied.

1 minute ago, dishuser said:

did you unplug and push and hold reset button and plug back in?

 

Yes, following the instruction video, I removed power from the box, held the button with a toothpick while plugging it back in, and released the button after 15 seconds.

The box sat for an close to 2 hours with no change in light color or video output-  solid red LED and black screen.

34 minutes ago, dishuser said:

you can have more files in root directory

you just have to make sure that includes the 3 needed

The card was blank aside from the files below-

38 minutes ago, Ryu said:

Did you install that firmware via SD card and ensure that only three files were in the root directory?

Correct, yes - only the files pictured here were copied to the FAT32-formatted 32gb Micro SD card

I just ran into the issue with applying the update and getting stuck on the logo screen for over 4 hours.

After reboot, no luck.

I tried the recovery files from that website referenced above as well but I'm wondering if it has a fighting chance only because it says "you cannot revert".
If the update was successful in any capacity, would it be possible to revert to that particular version despite the warning?

Right now the X5-AI box is completely unresponsive with just a black screen output and red light on solid.    I sent an email to cs as well.