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palette will not turn on

Palette 2s pro will not turn on, reset does not help. its brand new i’ve only used it once.

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i’ve been through the advanced firmware update and it never start it just stays at zero

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Hey @alujan, thanks for reaching out about this and sorry for the trouble. If your screen does not turn on following an attempted firmware update, you will need to jump start the screen before trying the update one more time. Please follow the instructions here to do so. Let us know if you have any questions about the steps!

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Hi Alina.

I’ve done this and it says that it cannot start the boot loader.

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Hey Andrew, thanks for letting us know. Could you reach out to us at support@mosaicmfg.com with your shipping address? It sounds like we will need to send you a replacement screen PCB.

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Thank you I sent them my address. I feel like I should mention that I get no lights when trying to do the screen jump. the computer does recognize the p2s on the firmware updated. Not on the computer USB ports. I’m using a mac

Thank you

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andrew lujan will be eternally grateful.
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