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Crossing My Fingers - Player One Service

Player One Uranus-M Pro CMOS Equipment Troubleshooting
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Astro Jeep avatar
Astro Jeep avatar

It has been a while since I was able to actively pursue astrophotography. Life keeps getting in the way. Over the last two weeks, I have been conducting a deep dive into NINA and Pixinsight, and I have been practicing what I have learned every night. Tonight, while I was conducting my first deep dive into the advanced sequencer, my cables became entangled during a slew, and the USB cable broke off in my Player One Uranus-M PRO. I was able to replace the cable, but now NINA will not recognize the camera. The LED power light comes on, but it's obviously been damaged. 

I sent an initial email to Player-One, so I hope for a smooth experience in getting this camera fixed, as I'm aware of no service center in the United States.

Has anyone had experience with Player One service? Buying the camera from their website and having it shipped to the U.S.A. was about as smooth a process as it can get. I hope getting service on the camera is as smooth.

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MaksPower avatar
MaksPower avatar

You might like to read the fine print of their warranty first.

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Dunk avatar
Dunk avatar

I have had nothing but excellent service from P1:

  • I too broke the usb port, but on a guide cam. They sent me a replacement board within a week of contacting them at a very reasonable price.

  • I have 2 “Max” OAGs which both exhibited a light leak. This turned out to be a flaw in the design and they sent me 2 replacement parts at no cost (not even shipping) that fixed this issue, again within a week (they have since upgraded the OAG to include this fix).

Great company, products and service.

Edit: I am in Australia - also no local reseller here and bought direct from them. Other than your tariff nonsense, I can see no reason you would not get the same service.

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Dean Ostergaard avatar
Dean Ostergaard avatar

I can add my excellent experience with Player One service for damage I caused by plugging in the wrong power supply and frying the cooling circuit.

After walking me through a couple of diagnostic steps I was offered the option to purchase the main board for my Artemis-M PRO and replace it myself or I could send it back for repair.

I chose to repair it myself and was provided with an excellent video describing the process and received the replacement main board in a very short time.

Their service is excellent. My repair cost was reasonable and they are a pleasure to work with.

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TiffsAndAstro avatar
TiffsAndAstro avatar
Avoiding a tariff on return if you send it outside USA might be an issue
Astro Jeep avatar
Astro Jeep avatar

Player One responded to me last night within 30 minutes while I was still deep inside the national forest (Starlink for the win), so that is a plus for customer service. Today, I disassembled the camera and took pictures of it as requested, and I didn't see any broken components on the circuit board.

I then put power into it to photograph the rear LED light and send it to Player One. Last night, regardless of which spare cable I used, the camera would not power on in NINA, even though the LED light was on.

Today, when I used a USB-C to USB-C cable, the camera powered on in NINA, but the cooler would not work. I then used one of the USB-A to USB-C cables from last night, and the camera powered up once again, along with the cooler.

Maybe some ones and zeros got the breath knocked out of them last night, but the camera seems to be working today. I won't be able to take the telescope back out until Saturday to test it thoroughly, but I was happy with Player One's response and willingness to work with me on getting the camera fixed.

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