Black screen after powerup

[Hansie020]

After powering up my Meural Canvas II, the logo appears on the screen and then the screen turns black. Factory reset did not help. Are there any other options to try

Any help would be highly appreciated.

[KevinLiT]

Hello Hansie020,

Welcome to the NETGEAR Community!

Are you able to access your Meural Canvas II when the screen is black from your Meural app?

Best,

Kevin

Community Team

[Hansie020]

Thanks for your reply

No, the app says the screen is offline.

[KevinLiT]

Hello Hansie020,

Thank you for your post!

Try these steps to get your Meural Canvas II up and running:

• Unplug your Meural Canvas II
• Then hold the reset button
• Now plug in your Meural Canvas II
• Then wait five seconds then release the reset button

Let me know the outcome of this solution as soon as possible!!

Best,

Kevin

Community Team

[Hansie020]

Hi Kevin,

That is the factory reset procedure isn't it?

I tried that again and this did not resolve this problem.

On the router, I could see that the device is connecting to the wifi and is responding to a ping request.

I hope this gives a clue for another suggestion.

Kind regards,

Hans

[KevinLiT]

Hello Hansie020,  

Thank you for your post!

Please PM the following information so I can endorse you to our support team:

Name:
Email:
Phone Number:
Device Model:
Firmware:
Serial Number:
Preferred time to be contacted:
App version:

Please provide this information as soon as possible!
I look forward to hearing from you!

Best,
Kevin
Community Team

 

[kasmatic]

Hi,
 I'm experiencing this issue as well. Went through the factory reset to no avail. Was there an alternative solution that resolved this?
Thanks

[Hansie020]

Hi Kasmatic,

Sad to hear you have the same problem. Unfortunately there is no solution yet. I had contact with support but since the 10th of October they don't answer any more. Before that they where really 'on the case'. I hope they will answer me soon.

Regards,

Hans

[BrendenSuess]

This has happened to mine after I updated the software.

The important thing to note is that the HDMI outputs what you might expect to see on your meural screen.

This is hooking your Meural up to an external HDMI compatible display, likely your TV set and starting it up.

I haven’t been able to get the Meural screen to come on but I see everything just fine on my external display.

I’m planning perhaps to remove the PCB board and attach it to a nice small TV set and wall mount it since I have a lifetime membership.

[Steve25]

I'm having the same issue. Any updates?

[Hansie020]

There was no solution available other than replace the Meural. This was done quite quickly. The day after the announcement it arrived. I hope there is a similar solution available for you.

Regards

[Andy1889]

I have an Meural MC315, which has been working perfectly and stopped a few days ago. I noticed the screen was blank and couldn't get it to turn on, so tried the factory reset (unplug, hold reset button and plug power in, hold for 20 seconds) and it hasn't resolved it. The screen comes on with the logo and 'power by Netgear', then after about 10 seconds the screen goes blank. There's no light in the corner so to me it looks like its turning itself off. Can anyone help? It's a £330 device so expect it to last longer than 18 months. Thx, Andy

#MC315

[Rudeone]

I’m having this issue as well, nothing causes it to come back from the black screen. Any resolution?

[Steve25]

No absolutely nothing. I'm in the process of returning the product. As much as I loved it when it was working Netgear and their software has proven that it is trash. Truly disappointing.

[waipang]

Could you let me know if you resolved the issue? I am having the same problem.

[Andy1889]

My device was within 2 year warranty to Netgear eventually replaced it. Took several calls with support teams to try things, none of which worked so replaced it.