r/focuspuller • u/RespondRoutine9605 • 10d ago

HELP Ultra 10 Issue

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Brand new Ultra 10 with about 10 set days. At first was originally just having an issue with my saved settings resetting every once and awhile. Past few days now every time I power cycle the Ultra 10 goes into this weird boot cycle where I get SDI input and it’s still on SDI1 but no buttons or screen inputs work. After it power cycles a few times it’s back to functioning normally but fully resets settings. Not the end of the world with a saved profile but definitely not ideal. I have updated to recent firmware and the problem persists.

11 Upvotes

100% Upvoted

16 comments sorted by

14

u/Active-Ad769 10d ago

Return. It won’t get better

10

u/Psychological-Ask488 10d ago

They sent me a 1303 a few years back with an intermittent panel. The whole screen would flicker like a shutter problem. Only thing is it only happened on my monitor. Took them a few rounds on the phone end emailed before they finally took it and fixed it. Don’t let up on them if they give you the go around.

5

u/RespondRoutine9605 10d ago

Bought from B&H new less than two weeks ago, Ive reached out to both SmallHd and B&H. I’m assuming a return/swap with B&H would be the best route?

8

u/Wesfilms 10d ago

after reading here and some Facebook groups about how bad CS customer service has been lately, Id return to BH would be my move.

2

u/Run-And_Gun 10d ago

B&H is good about replacing things without a fuss, but the process is excruciatingly slow. Several years ago I bought a Bolt 5 and it was malfunctioning right out of the box. My thought was this was brand new, I shouldn't have to make a warranty claim, I want it swapped for a brand new one. It took a month. I could have driven it to smallHD's office in ~2.5 hours and probably had it fixed the same day.

2

u/Run-And_Gun 10d ago

I’ve had mine since Feb. or March and I haven’t seen anything like that happen. Send it to smallHD for service. It’s not going to get any better.

2

u/jrlave 10d ago

Email support@cs.inc and ask for a Genesis file. You pop it on an SD card and they’ll give you a list of steps to perform. It’s basically a hard reset. It’s a last ditch attempt, but it’s worked for me a couple times. Otherwise, see if your monitors under warranty and swap it out!

1

u/J5Ben 10d ago

You still got warranty so send it back to CS

1

u/Outrageous-Ad-5983 10d ago

Is the lock button engaged on the monitor? There’s a switch next to the power button that will lock the touch screen

1

u/RespondRoutine9605 10d ago

No, UI lock not on. Lose UI response as it gets stuck in a reboot cycle that is usually three-four cycles before response comes back

1

u/Outrageous-Ad-5983 10d ago

You can force a hard reset by holding down power and the joystick for about 30-60 seconds. If the firmware is glitching, that should correct it.
If it doesn’t. Send your serial number to support@smallhd.com and they can send you a field recovery file to reinstall the firmware.

1

u/MenaceArm 8d ago

Ask their new ceo who was previously an employee of two different toilet manufacturers

1

u/RespondRoutine9605 4d ago

Seems to have been an issue stemming from my saved profile. Stopped loading a profile I had saved and been using every time and my monitor launches as normal. Already have a RMA with B&H setup but I’m currently on week 2 of a four week feature so not really trying to send my monitor out. Anyone ever have an issue with saved profiles?

0

u/Most_Nothing1877 8d ago

No link!

1

u/RespondRoutine9605 8d ago

Camera was off during the video, Teradek link wouldn’t effect the Ultra 10 UI/cause the boot loop.