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Unresponsive Puck

E-Ink Display

The Puck has an E-ink display (electronic ink) that will continue to display information even if the Puck does not have power. This means a Puck may show temperature and set point - and a Gateway Puck may show the WiFi symbol - when unplugged. This is normal behavior.

Check for Responsiveness

To check that the Puck is powered and responding, push the Puck. If it responds to pushes and rotations, then it is responding normally. If not, continue with these troubleshooting steps.

Check Power

  1. For a Gateway Puck, ensure you're using the Flair USB cord and power adapter and that the adapter is pushed all the way into the port in the Puck.
  2. Does the adapter say "Flair" on it? If not, contact Support and provide a picture of the adaptor and indicate your "Puck is unresponsive".
  3. Is the Puck plugged into a functioning outlet - does the outlet power other devices?
  4. Is the Puck plugged into an outlet controlled by a switch?
  5. For a Sensor Puck, try replacing the batteries with fresh, new batteries.

Automatic Firmware Recovery Steps

An automatic firmware recovery will normally fix an unresponsive Puck. 

  1. Remove batteries, or unplug the Puck and wait 60 seconds
  2. Using the Flair USB cord and adapter, plug the Puck into a working outlet
    • The Puck will flash when it's plugged in (don't worry if you miss it)
  3. With the Puck plugged in, wait 10 minutes for it to fully reset.  PLEASE DO NOT TOUCH THE PUCK during this time.  After 10 minutes, the Auto Firmware Recovery should be complete, and you can proceed to step four.
  4. If the Auto Firmware Recovery was successful, the Puck should now display the temperature, be responsive to twists and turns, and you should be able to freely navigate the menus.  If this was not successful, please proceed to step six below.
  5. If this is a Sensor Puck, and it was running on batteries, you can remove the USB cord and reinsert the batteries.  This completes the Auto Firmware Recovery.
  6. Occasionally, the Auto Firmware Recovery process doesn't take, and needs to be retried. Please see the below.
  7. If the Puck is a Gateway Puck and has been plugged in the entire time, you can try removing the USB cable and letting it boot on batteries.  This may solve the issue.
  8. If the Puck is a Sensor Puck (running on batteries) and is still not responsive, please try the above Auto Firmware Recovery process twice more.

If the Puck remains unresponsive after these 3 attempts, please contact support.