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c_tothe_k
Posts: 7
Registered: ‎09-29-2011

Help - Keyboard stopped working and won't pair

I have had my Revue box for about 2 months and it had been working great. However, this morning the keyboard just stopped responding compeltely. After changing the batteries and rebooting the Revue unit (by unplugging), I still could not get the keyboard to function. So I tried pushing the the button on the back of the unit to re-pair the keyboard, but when I move the keyboard switch from off to on, the revue almost instantly showed a dialog saying "Unknown Error: An error has occured pairing the device...". I used the Google TV iPhone app to connect and dissmiss the dialog, and now that is my only way to control the device. I also tried going into the "input" menu and removing the existing setup (it said the keyboard was "dissconnected") but even after doing that I cannot pair the keyboard... (same error) Can anyone offer any advice? What happened and why won't my keyboard pair?

 

And another thing - I wanted to contact Logitch support by phone, but it says my phone support has expired? I just bought the Revue unit in August, and the page says I get one year of phone support.... Why is that happening?

 

Thank you.

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Eferzz
Posts: 2,241
Registered: ‎07-28-2011

Re: Help - Keyboard stopped working and won't pair

I'm gonna guess four possibilities.

 

  1. RF interference
  2. Low Battery Power
  3. Defective Keyboard
  4. Defective Unity Receiver board.
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c_tothe_k
Posts: 7
Registered: ‎09-29-2011

Re: Help - Keyboard stopped working and won't pair

Well, since I've been using the Revue for about 2 months without any issues, I'm pretty sure it's not #1- if there was interference I would think I would have ran into this before.

I don't think it's #2 since I did change the  batteries in the keyboard as part of the troubleshooting process when it first happened.

 

#3s and 4 and I can't rule out of course....  Honestly, I think my best bet is to attempt to get a new keyboard (or a whole new Revue unit) from Logitch under the warranty. However, again, I'm stuck on that too because the only phone# option I'm given is forcing me to pay logitech for support, which I don't think is fair since the unit is only two months old! 

 

This whole situation is a bit frustrating

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Eferzz
Posts: 2,241
Registered: ‎07-28-2011

Re: Help - Keyboard stopped working and won't pair

What number did you use?  I used this number not too long ago and my Revue was purchased back in October of 2010.


Telephone Support

+1 646-454-3200
Monday - Friday: 6am - 6pm PST
Saturday - Sunday: 7am - 5pm PST


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c_tothe_k
Posts: 7
Registered: ‎09-29-2011

Re: Help - Keyboard stopped working and won't pair

Ah, I'll give that a try. If you go the main Revue page, and click "support", then click "Telephone" it contacts  your Google account and somehow determines the support you can get. I'll try the number you suggested and hopefully they'll help me.

 

However, if you look at the page where your is number is listed, it says:

 

See "Support - Other" section for contact information for the following product categories:

- Revue and TV accessories

 

And that directs you back to the Revue support page which does the Google account lookup.

 

 

Anyway, I'll give that number a call and hopefully they can help me.

 

Thanks for the advice!

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Eferzz
Posts: 2,241
Registered: ‎07-28-2011

Re: Help - Keyboard stopped working and won't pair

No problem.  I hope it helps.

 

Maybe, the Logitech employees will catch on and fix the website information.  There are many unaccounted erratas on the this website.

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Retired Logitech Employee / Moderator (Inactive)
CatLogitech
Posts: 3,664
Registered: ‎10-05-2010

Re: Help - Keyboard stopped working and won't pair

[ Edited ]

Hello c_tothe_k,

 

Please also make sure the switch on the keyboard it set to on (green).

 

The issue with the website contact information has been sent to the approperiate department.

 

Revue call hours are:

 

Monday-Friday 9am-10pm EST

Saturday 10am-5:30pm EST

Sunday phone support is closed.

--------------------------------------
Cat
Logitech Support Specialist

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Eferzz
Posts: 2,241
Registered: ‎07-28-2011

Re: Help - Keyboard stopped working and won't pair


CatLogitech wrote:
The issue with the website contact information has been sent to the approperiate department.
Here are the steps:

 

  1. "Revue Support" - http://www.logitech.com/en-us/smartTV/revue&support&section=support
  2. "Get Support Now" - http://revue.logitech.com/support 
  3. "Call" - http://revue.logitech.com/DigitalHome/PurchasePhoneSupport

Call

Your setup support period has expired.  Purchase a phone support incident by calling the number below

1-866-621-5644

Monday - Friday 9:00am - 10:00pm EST

Saturday - Sunday 12:00pm - 7:30pm EST

Note: As a Revue customer you are eligible for complimentary phone support within 1 year of first setup. Paid phone support is available beyond the first year.


It seems that the aforemented link assumes that you're calling for initial setup assistance as opposed to technical support.

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c_tothe_k
Posts: 7
Registered: ‎09-29-2011

Re: Help - Keyboard stopped working and won't pair

Thanks for the advice everyone- I was able to get everything dealt with through the support phone#. I appreciate all the advice!
Retired Logitech Employee / Moderator (Inactive)
CatLogitech
Posts: 3,664
Registered: ‎10-05-2010

Re: Help - Keyboard stopped working and won't pair

[ Edited ]

Not a problem. I am glad it has been sorted out.

 

For anyone else if you call the 646 number or the other number and it does not go straight to Revue then the agent can transfer you.

--------------------------------------
Cat
Logitech Support Specialist

If a reply adequately addresses your technical issue, please click on the "Accept as Solution" and "Give Kudos" button so this information can benefit other users via search.