The device won't start up or respond to input

Hardware Troubleshooting
1

At work, we handle devices, and around July or August, several devices that were practically new became unusable due to what we suspect was an OS-related issue.
There were two distinct symptoms, as follows:

  1. When booting the device, it gets stuck on the loading screen.
  2. When starting the device and reaching the PIN input stage, the buttons do not respond to touch or controller input.

These issues occurred on multiple devices. Attempts to resolve them using ML Hub and ADB to initialize the OS or restore factory settings did not improve the situation.
Has anyone experienced similar phenomena or successfully resolved this issue?
This might be a customer care case, but I’d like to know if there’s a way to resolve it locally.

Best regards.

ML2 OS version:1.8.0, 1.12.0

Error messages from logs (syntax-highlighting is supported via Markdown):

4

Hey @taimei.ml,

Thank you for your post! Please submit your issue to our Customer Care team, or email them at care@magicleap.com. They are standing by to support.

Closing this post here as the Customer Care team will open a ticket direct with you.

Best,
Corey