Troubleshooting: so easy a ten-year-old can do it

The ten-year-old in question is Jessica, Gordon’s daughter, who dropped into the office last week to give us a hand testing some Raspberry Pis that customers had sent back to the manufacturers as “faulty”. Whenever this happens, the Pis are passed on to us or to the Sony factory in Wales where the Pis are built, and we test them to find out what’s going on and to ensure that there isn’t a bug in manufacturing.

At the moment, we see returns in the order of about 0.02% of all units (the ones Jessica is working on are on the right of her desk). The factory processes are always being refined, and we hope to see this number come down even further as all of our production transitions to the UK. As usually happens when we troubleshoot returns, though, we found that around half of Jessica’s Pis weren’t faulty at all. We can’t emphasise this enough: before you decide you’ve got a broken unit, check out the troubleshooting forum and the wiki. If your Pi doesn’t work, the first check you should make is that the power supply you’re using is a branded, reliable 5v supply. Many no-name supplies (especially in the US, for some reason) do not actually provide the voltage that they claim to, and that’s been causing all kinds of problems.

Jessica finds another working Pi. Later, we’re sending her up that ladder to clean out the asbestos tube.

You should also ensure that you’re running the latest version of Raspbian. (Lorna just mailed me this morning with another handful of emails from a group of people swearing blind their Pis are broken. They weren’t. The people in question were using SD cards with an out-of-date image that they’d bought from a third-party vendor, that didn’t work with the newer chipset on their Raspberry Pis.) If you aren’t sure about your SD card image, see this post from March. Pre-flashed cards from third party dealers on Amazon or eBay are a bit of crapshoot, and they’re something we can’t police; if you need one, get your pre-flashed card from one the companies we licence to sell the Pi itself. (See the top right of the page.) Several of Jessica’s test cases had been sent back to Farnell and RS because of this issue, and while that’s great for Jessica, it’s really frustrating for the customer who ends up without a Pi for a week and who will probably find their next Pi has the same problem, because they’re using the same card. (I am aware of one person who sent SIX Raspberry Pis back to Farnell one after the other, insisting that they were all broken, that we/Farnell were charlatans, etc. etc. In the end it turned out that he hadn’t actually flashed the SD card at all. This is an extreme case.)

We did make sure that Jessica was rewarded for all her hard work: this is what we were doing on Monday.

Thanks Jessica!

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