I have a problem with my AP, actually it’s working fine but weird problem appeared, I can’t push the RJ45 plug all the way into the socket, doesn’t latch and it’s no click, and because of that won’t hold on. Can someone tell me why that is happening? What to do with this?
HI Andrew. Would you be able to send us a picture or two of the RJ45 jack on the AP? It might help for us to see that same jack with a cable inserted as well.
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Have you tried multiple cables by any chance?
Yes I tried different plugs and non of them worked, please don’t misunderstand my problem, when I just got it brand new was fine actually, this problem appeared later I guess 4 months since I bought it, when I had to use something else because this one had some issues with the firmware. I don’t see the point in making pictures, because all of my cables worked just fine on the same device, but now none of them stay on. I don’t know ,do they do returns or at least take them to fix the problem? I can proof I bought it and where from. What I’m supposed to do? Yes it’s working electronically, firmware is working fine but the plug does not stay in the socket, I can’t use it like that…
This might be a longshot, but I’m in “outside the box” mode.
Do you have any cables without the tab protector on it?
I don’t think I have. You know at the beginning I thought that the plug did not go all the way because the plastic socket could change shape due to high temperature, this AP it’s getting really hot, but then I checked on another Alta device how deep this plug goes and concluded that the plastic that holds the latch could break. These same cables you see in the picture worked fine when my AP was brand new. I might broke it when unplugging, but I think it broke so quickly due to a manufacturing defect, this plastic connector could have been weaker and because of this it broke very quickly, I use such connectors every day and never break…
No worries, it’s just something that stood out to me when analyzing the image you shared. Send an email over to support@alta.inc and we’ll get an RMA rolling for you.
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Ok I just sent a letter.
Thanks…