Palette 3

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Unable to connect to Canvas and retrieve activation code

When I try to connect my Palette 3 Pro to Canvas, I receive an error that says “Unable to connect to Canvas and retrieve activation code.” I have tried on multiple firmware versions and I’ve also performed a factory reset, but I get this error ever time.

The Palette is connected to internet and I’m able to perform all other functionalities (that I’m aware of) without issue.

I’m not seeing this specific error referenced much if at all, so I’m hoping I can get some help with connecting properly to Canvas. Thanks in advance!

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Hi @hfisch, I’m sorry to hear about the trouble you are having.
Can you please send us the photos of what you’re seeing at support@mosaicmfg.com? Would you be able to also check the 'About' screen of your Palette and let us know if the serial number of your unit appears there, that will allow me to confirm if this is related to another issue. We’ll keep an eye out for your email.

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Thanks Frank, just sent the photos.

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Hello, I received my Palette 3 Pro today and i have the same problem. I can't update firmware via wifi or ethernet either.

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Hi @sekuitero, I'm really sorry to hear that. Can you please confirm if you're encountering the same error message “Unable to connect to Canvas and retrieve activation code.”? And that you've already gone through the steps on Connect Palette 3 to Internet and Canvas guide?

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Hi,

I received my Palette 3 Pro today and when I try to connect my Palette 3 Pro to Canvas, I receive an error that says “Unable to connect to Canvas and retrieve activation code.” I have tried on multiple firmware versions and I’ve also performed a factory reset, but I get this error ever time. I can't update firmware via wifi or ethernet either and I get that it is connected to the internet. Thanks for your help.

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@sekuitero Upon checking, it seems that you have already sent us a support email. Please be advised that our team is in the midst of reviewing the logs you provided and we'll keep you posted soon. Thanks!

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Author avatar Hayden Fischer will be eternally grateful.
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